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Preston3040240442va
Participating Frequently
February 19, 2024
Question

Lightroom crashes to desktop while trying to lode enhance tools

  • February 19, 2024
  • 3 replies
  • 512 views

I'm a seasoned Photoshop user, but I'm just dipping my toes into Lightroom.

 

Whenever I try to enhance an imported photo, I can see the loading bar for enhance tools, but after around 5 seconds, the app crashes to desktop every time. I've tried both updating the app to the most recent version and reverting to 7.0. Neither fixes the issue.

 

I'm running Windows 10 with an Intel IHD Graphics 630 video card.

 

Thanks in advance for the help.

    This topic has been closed for replies.

    3 replies

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    Community Manager
    February 22, 2024

    We’ve reviewed the email address you use with this forum and find no crash reports in our system.

     

    Did you see a crash dialog?

    Do you use a different email address when filling out the crash report?

    Was the crash dialog Adobe’s? Microsoft’s? 

    Based on your post, I would be suspicious of your Graphics Card: Intel IHD Graphics 630.  Are you certain you have the latest video driver for your card?

     

    Rikk Flohr: Adobe Photography Org
    P
    Preston3040240442vaAuthor
    Participating Frequently
    February 22, 2024

    This is the last activity I see before the crash.

    P
    Preston3040240442vaAuthor
    Participating Frequently
    February 22, 2024

    As suspected - the report identifies igd12um64kbl.dll which is an Intel Graphics Driver file. 


    I'm glad we're getting this narrowed down. According to Intel's Drive and Support Assistant, the driver is up to date. Do you have any further recommendations for resolving the issue?

    P
    Preston3040240442vaAuthor
    Participating Frequently
    February 22, 2024

    Also, I tried the fix suggested in other threads, and the problem is persistent. I'd really appreciate some help from an employee on this issue.

    P
    Preston3040240442vaAuthor
    Participating Frequently
    February 19, 2024

    Additional system information:

     

    OS Name Microsoft Windows 10 Education
    Version 10.0.19045 Build 19045
    Other OS Description Not Available
    OS Manufacturer Microsoft Corporation
    System Name PELL20565
    System Manufacturer LENOVO
    System Model 11DC003CUS
    System Type x64-based PC
    System SKU LENOVO_MT_11DC_BU_Think_FM_ThinkCentre M70s
    Processor Intel(R) Core(TM) i5-10400 CPU @ 2.90GHz, 2904 Mhz, 6 Core(s), 12 Logical Processor(s)
    BIOS Version/Date LENOVO M2TKT3FA, 7/9/2021
    SMBIOS Version 3.2
    Embedded Controller Version 1.11
    BIOS Mode UEFI
    BaseBoard Manufacturer LENOVO
    BaseBoard Product 3168
    BaseBoard Version SDK0J40697 WIN 3305331020015
    Platform Role Desktop
    Secure Boot State On
    PCR7 Configuration Elevation Required to View
    Windows Directory C:\WINDOWS
    System Directory C:\WINDOWS\system32
    Boot Device \Device\HarddiskVolume3
    Locale United States
    Hardware Abstraction Layer Version = "10.0.19041.2728"
    User Name LMUNET\preston.sangster
    Time Zone Eastern Standard Time
    Installed Physical Memory (RAM) 16.0 GB
    Total Physical Memory 15.8 GB
    Available Physical Memory 2.17 GB
    Total Virtual Memory 27.3 GB
    Available Virtual Memory 8.83 GB
    Page File Space 11.5 GB
    Page File C:\pagefile.sys
    Kernel DMA Protection Off
    Virtualization-based security Not enabled
    Device Encryption Support Elevation Required to View
    Hyper-V - VM Monitor Mode Extensions Yes
    Hyper-V - Second Level Address Translation Extensions Yes
    Hyper-V - Virtualization Enabled in Firmware Yes
    Hyper-V - Data Execution Protection Yes

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