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Why do both Photoshop and Lightroom crash as soon as I open a RAW file?

New Here ,
Sep 11, 2018 Sep 11, 2018

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My camera is on the list of supported models for Adobe Camera Raw but both Lightroom and Photoshop crash as soon as I attempt to open a Raw file. I have tried the "repair" option on uninstall to no effect and have also uninstalled those elements of the Creative Cloud and re-installed them. Unfortunately it does not seem possible to delete and re-install ACR. I have sent endless crash reports to Adobe but received no return communication. 

This has all only started since upgrading Creative Cloud recently. Help!!

Sarah

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correct answers 1 Correct answer

Community Expert , Sep 12, 2018 Sep 12, 2018

Before uninstalling, try to uncheck "use graphics processor" in both ACR and Lightroom Preferences.

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Community Expert ,
Sep 11, 2018 Sep 11, 2018

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Without any detailed informations about your environment we can't say anything.

Which operating system do you use?

Which version of Lightroom and Photoshop do you use?

Which type of camera do you use?

What's the error message when PS or LR crashed?

https://forums.adobe.com/people/astrid%27s+gran  schrieb

Unfortunately it does not seem possible to delete and re-install ACR.

You can't uninstall ACR separately, because is a part of Photoshop and deeply included in Lightroom. If you would like to reinstall you have to deinstall and reinstall PS and LR completely.

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 10 Pro 22H2 -- LR-Classic 13.4 - Photoshop 25.9.1 - Nik Collection 7 - PureRAW 4 - Topaz PhotoAI 3

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New Here ,
Sep 11, 2018 Sep 11, 2018

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Hi

Operating system is Windows 10

Versions of Lightroom and Photoshop are the most recently updated

Cameras used are Canon70D and Fujifilm XT20

No error message is given - except to say that the programme has crashed.

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Community Expert ,
Sep 11, 2018 Sep 11, 2018

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I advise to do a complete reinstallation. This sounds drastic and it does take time and effort, but a clean installation can fix many problems.

For a clean reinstallation follow steps below:

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 10 Pro 22H2 -- LR-Classic 13.4 - Photoshop 25.9.1 - Nik Collection 7 - PureRAW 4 - Topaz PhotoAI 3

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New Here ,
Sep 11, 2018 Sep 11, 2018

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Thanks Axel. That looks to be worth a try!

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Adobe Employee ,
Sep 11, 2018 Sep 11, 2018

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Moving to Adobe Camera Raw

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Community Expert ,
Sep 12, 2018 Sep 12, 2018

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Before uninstalling, try to uncheck "use graphics processor" in both ACR and Lightroom Preferences.

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New Here ,
Sep 17, 2018 Sep 17, 2018

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I tried uninstalling and reinstalling, but the same problem arose. However, problem was solved by unchecking "use graphics processor" in both Photoshop and Lightroom Classic preferences. I cannot find an uncheck option in Lightroom CC though. Many thanks for the help!

Sarah

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Community Expert ,
Sep 17, 2018 Sep 17, 2018

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HI Astrid,

You'll find it in LR-CCs prefs.

Screen Shot 2018-09-17 at 12.58.15 PM.png

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