Lightroom Desktop 9.5.1 on Windows loses authentication and does not launch after signing in

Question

EnvironmentProduct: Adobe Lightroom (cloud-based; not Lightroom Classic)Version: 9.5.1Build: 20260815-1945-84a45bfOS: Windows 11 (OS build 10.0.26200.1)Date observed: September 28, 2026A similar launch failure also occurred on August 30, 2026.Symptoms1. Lightroom became signed out even though I had not explicitly signed out.2. After signing in, the Lightroom window did not appear.3. lightroom.exe was running and responsive in Task Manager, using approximately 500 MB of memory, but no main window was created.4. No error dialog appeared, and Windows did not record an application crash.5. I completed Google authentication successfully multiple times, but Creative Cloud returned to the sign-in screen.Steps to reproduce1. Launch Lightroom 9.5.1 on Windows.2. The Lightroom process starts.3. The Lightroom window never appears.4. Ending the process and launching it again produces the same result.Troubleshooting already performed- Adobe's status page showed Creative Cloud as available.- I backed up and moved the Lightroom preferences file, then tested with fresh preferences.- I did not delete photos, albums, presets, catalogs, or authentication data during that test.- The process still ran without displaying a window.- Windows Event Viewer contained no Lightroom crash entry at the relevant time.- Windows Credential Manager and WMI services were running, but no Adobe user information was stored.- I closed Creative Cloud and Lightroom, backed up the existing OOBE authentication cache file opm.db without deleting it, and allowed Creative Cloud to regenerate it.- After regeneration, Adobe logs showed HTTP 200 for the authorization-code exchange, successful user-principal storage, successful access-token retrieval, and a valid device token.- Lightroom then launched normally.Authentication log evidenceThe Adobe NGL log repeatedly contained the following entries immediately after launch:- GetUserPrincipal failed in GetUserProfile, status: 8- Failed to fetch principal- GetAccessToken : Failed to fetch access token- GetLatestNglProfile Status: Profile Denied- profile-status: 404- GetFromUserCredMgrStorage error 1168 data not found in storageExpected behavior- Lightroom should not sign the user out without an explicit sign-out action.- If authentication data is missing or invalid, Lightroom should show a sign-in screen or a specific error instead of running invisibly with no main window.- After sign-in succeeds, the Lightroom library window should open normally.RequestPlease investigate whether the integration between Lightroom 9.5.1 and Adobe NGL/IMS can prevent the main application window from being created when the user principal or access token cannot be retrieved. Regenerating the OOBE authentication cache restored the application, but the cause of the authentication data loss is unknown.This is a paid product. An application becoming completely unusable without any error message, then returning to the sign-in screen after multiple successful authentication attempts, gives the user no way to identify the cause or the safe recovery procedure. Please make the authentication state self-repairing, or at minimum display a specific error and a safe recovery procedure. Please also provide a permanent fix so this state does not recur.

ともと14170420 · Answer

@Sameer K Thank you for the reply. The same issue has now recurred on October 3, 2026—only five days after I restored Lightroom by regenerating the OOBE authentication cache.

I did not sign out manually. At approximately 23:22 JST, the Adobe NGL logs recorded:

- “Invoked for command: Signout, by AppID: Nimbus19.5.1”
- “GetFromUserCredMgrStorage error 1168 data not found in storage”
- “GetUserPrincipal failed in GetUserProfile, status: 8”
- “GetAccessToken : Failed to fetch access token”
- “GetLatestNglProfile Status: Profile Denied”
- “profile-status: 404”

The regenerated opm.db from September 28 was still present, but the authentication state was lost again. This indicates that the previous recovery was temporary and that the underlying issue remains.

I have preserved the current logs before deleting any NGL files. I can perform the suggested cleanup after preserving the evidence, but I would appreciate a permanent resolution rather than repeated manual recovery.

Could you please escalate this to the Lightroom/NGL engineering team and provide:

1. Confirmation of whether this is a known defect.
2. A bug or case tracking number.
3. An explanation of why Lightroom/NGL is initiating sign-out without user action.
4. A permanent fix or supported preventive measure.

This repeated failure is preventing access to a paid product. Thank you for helping move this toward a lasting solution.

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