Error report

Forum|Forum|7 months ago
August 14, 2025
1 reply
508 views

Hi! I just bought a subscription for Lightroom and photoshop and have downloaded them both three times now. Each time when I open them and try to press anything - this pops up. How long should it take for them to contact me for fixes? Or does anyone have any idea what to do?

Windows

Correct answer Aleke

Hi @tilde_9333, thanks for sharing your System Info!

It looks like your graphics card drivers haven’t been updated since 2020. When you get a chance, could you head over to Intel’s website and check for any updates for your Intel UHD Graphics 620?

Thanks so much!
Alek

A

Aleke

Community Manager

Hi @tilde_9333, welcome to the community!

Could you share your System Info? You can find it in Lightroom under Help > System Info. Just copy the info to a text file and attach it to your response, or share it with us through Google Drive, WeTransfer, or another file-sharing platform.
Thanks a lot!

Alek

*(If you mention me with an @, like @Aleke, I’ll get a notification and can respond faster.)*

T

tilde_9333Author

Participant

@Aleke , here it is - thank you!

Lightroom version: 8.5 x64 [ 20250805-2023-ec91a85 ] (Aug 5 2025)
NGL Version: 1.41.0.11
WF Version: 7.4 a9dfbad
VF Version: 1.0.154
HIL Version: 40501
CAI Version: c2pa-c/0.6.0 c2pa-rs/0.46.0
PH Version: 5.2.3

Operating system: Windows 11
OS Version: Windows 11 Home (2009)
Application architecture: x64
System architecture: x64
Computer model: HP HP Pavilion Laptop 14-ce2xxx / Intel(R) Core(TM) i5-8265U CPU @ 1.60GHz
Logical processor count: 8
Processor speed: 1,8 GHz
Real memory available to Lightroom: 8079,3 MB
Real memory used by Lightroom: 655,4 MB (8,1%)
Virtual memory used by Lightroom: 547,8 MB
Memory cache size: 562,4 MB

Internal Camera Raw version: 17.5 [ 2318 ]
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 0MB / 1991MB (0%)

Display: 1920x1080
System DPI setting: 144 DPI (high DPI mode)
Dark Mode: Yes
Desktop composition enabled: Yes
Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No

Graphics Processor Info: DirectX: Intel(R) UHD Graphics 620 (26.20.100.7926)
Graphics Processor Detail: loaded: Yes, supported: Yes, compute: No, init: I2_GPU2, hard: fail_cached_sanity_test, soft: not_checked, al: No, dl: No
OS Media Capability: true

Application Folder: C:\Program Files\Adobe\Adobe Lightroom CC
Settings Folder: C:\Users\tilde\AppData\Roaming\Adobe\Lightroom CC
Library Folder: C:\Users\tilde\AppData\Local\Adobe\Lightroom CC\Data

A

Aleke

Correct answer

Community Manager

Hi @tilde_9333, thanks for sharing your System Info!

It looks like your graphics card drivers haven’t been updated since 2020. When you get a chance, could you head over to Intel’s website and check for any updates for your Intel UHD Graphics 620?

Thanks so much!
Alek

*(If you mention me with an @, like @Aleke, I’ll get a notification and can respond faster.)*

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