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Lightroom 5.6: Crashes when selecting Help>Lightroom Online...

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Contributor ,
Aug 23, 2014 Aug 23, 2014

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I asked this question 2 weeks ago but got no response so I am asking it again here. Suddenly on two of my pcs, one of which is a completely clean installation, when I click on Lightroom online within the help menu, Lightroom crashes and closes. This cannot be a one off because it started on both pcs at the same time. Has anyone else experinced this problem and what is the solution?
Within photoshop, Photoshop online does not cause this problem
Bug Fixed
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correct answers 1 Correct answer

Adobe Employee , Mar 22, 2017 Mar 22, 2017
This issue is fixed on Lightroom 5.7 or 6.0 or later.

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Contributor ,
Aug 24, 2014 Aug 24, 2014

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I am suprised that no one from Adobe is answering this question or asking for more details. I have just read a post from someone else who is experiencing Lightroom crashing, and they have had useless help. Would not be suprised if Adobe are aware of the problem but don't have a solution.
Both my system are Windows 8.1 with loads of memory, and everything up to date.
And I have done an uninstall of Lightroom and then reinstalled it

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LEGEND ,
Aug 24, 2014 Aug 24, 2014

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You posted on a weekend, with almost no details (and your previous post was also lacking in details about the crash). Give them some time to respond. This isn't a tech support line.

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Contributor ,
Aug 24, 2014 Aug 24, 2014

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In my mind I thought that I was clear. Lightroom stopped working and closed (with a Windows warning) whilst everything else worked as normal. Both systems were fully functional before, and after both were fully functional apart from Lightroom which had closed.
Lightroom could be opened again if I wished, but then would crash if I chose 'Lightroom online' again.
Windows8.1 64bit system. All relavent pc information can be supplied.

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LEGEND ,
Aug 24, 2014 Aug 24, 2014

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You haven't given any details from the crash report, very little about your system or what troubleshooting you've done.

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Contributor ,
Aug 25, 2014 Aug 25, 2014

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Hi Chris. Thanks for your interest.
Pc Asustek M5A97 R2.0 Version Rev 1.xx
AMD 6 core processor
8GB RAM

Event viewer info
Log Name: Application
Source: Application Error
Date: 25/08/2014 08:44:43
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Connor
Description:
Faulting application name: lightroom.exe, version: 5.6.0.10, time stamp: 0x53ce7bf8
Faulting module name: MSVCR100.dll, version: 10.0.40219.325, time stamp: 0x4df2bcac
Exception code: 0x40000015
Fault offset: 0x00000000000761c9
Faulting process ID: 0x1a64
Faulting application start time: 0x01cfc03868609556
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop Lightroom 5.6\lightroom.exe
Faulting module path: C:\WINDOWS\SYSTEM32\MSVCR100.dll
Report ID: acc2c291-2c2b-11e4-beac-50465d54b640
Faulting package full name:
Faulting package-relative application ID:
Event Xml:

1000
2
100
0x80000000000000

19014
Application
Connor

lightroom.exe
5.6.0.10
53ce7bf8
MSVCR100.dll
10.0.40219.325
4df2bcac
40000015
00000000000761c9
1a64
01cfc03868609556
C:\Program Files\Adobe\Adobe Photoshop Lightroom 5.6\lightroom.exe
C:\WINDOWS\SYSTEM32\MSVCR100.dll
acc2c291-2c2b-11e4-beac-50465d54b640

Hope that will be of help

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Enthusiast ,
Aug 26, 2014 Aug 26, 2014

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Is this the error you are receiving? http://helpx.adobe.com/lightroom/kb/e...

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Contributor ,
Aug 26, 2014 Aug 26, 2014

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No. The error message is
Adobe photoshop lightroom 64-bit has stopped working.
A problem caused the program to stop working correctly.
Windows will close the program and notify you if a solution is available.

close program

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Enthusiast ,
Aug 27, 2014 Aug 27, 2014

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In that case, I am going to recommend an Uninstall and a Reinstall using a freshly downloaded copy of Lightroom - not the copy you used previously.

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Contributor ,
Aug 27, 2014 Aug 27, 2014

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Hi Rikk,
Did that 3 days ago, but to no avail. See above.
Still does not explain why it happens on both of my pcs (both with same motherboard)

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Contributor ,
Aug 27, 2014 Aug 27, 2014

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I have been doing a bit of investigation on this saga. Really it does not present much of a problem because if I now want to access Lightroom online I go via Photoshop online in PS cc 2014 and navigate to it. Nevertheless it is annoying that something is not working as it should.
The strange thing is that the problem occurs on two almost identical pcs, both of which are fully updated automatically every day. One had a clean installation about 4 weeks ago and the other almost 2 years ago.
Both pcs have the C drive imaged everyday, so on one of them I decided to go back in time. Firstly I went back to 22nd of July when the version of Lightroom was 5.5 The problem was there then. Next at random i went back to 27th March when the version of lightroom was 5.3 Here when I selected Lightroom online it worked and took me straight to the correct Adobe site. After that I came back to the current time.
My next test was on My Toshiba laptop , also running windows 8.1. I installed all of the Adobe software, and then checked. Everything worked perfectly.
So in my mind there is something that has changed from version 5.3 to 5.6 which is affecting my pcs with this motherboard!!!

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Contributor ,
Oct 21, 2014 Oct 21, 2014

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Tonight when I select Lightroom online within Lightroom it causes
'Adobe Lightroom 64bit has stopped working'.
A problem has occurred which is on both my pcs
Both running Windows 8.1, new installations. Adobe CC up to date.
OK a few days ago.

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LEGEND ,
Oct 21, 2014 Oct 21, 2014

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Clicking the "Lightroom Online..." option under the "Help" menu in Lightroom 5.6 on win 8.1 x64 consistently produces an immediate program crash.

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Explorer ,
Oct 21, 2014 Oct 21, 2014

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I've got Lightroom 5.6 on Windows 7 x64, and when I choose Help->Lightroom Online, the program crashes.



100% reproducible.

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Enthusiast ,
Oct 21, 2014 Oct 21, 2014

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I have been unable to reproduce this. (Win 7) When I click, it takes me to Adobe's Lightroom page.

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LEGEND ,
Oct 21, 2014 Oct 21, 2014

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From the "Help" I select "Lightroom online" and an error occurred:

[Window Title]
http://www.adobe.com/it/products/phot...

[Content]
http://www.adobe.com/it/products/phot...

Applicazione non trovata.

[OK]

This problem occured also if the system try to open an internet connection.
Obviously, my internet connection is running!

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LEGEND ,
Oct 21, 2014 Oct 21, 2014

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Bugs in Lightroom 5.5 Windows 64 bit
1) Crashes when selecting "Go to Email Account Manager" when emailing a photo.
2) Crashes when selecting "Help->Lightroom Online"

Both of these cause a crash 100% of the time with the message "Adobe Photoshop Lightroom 64-bit has stopped working".

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Enthusiast ,
Oct 21, 2014 Oct 21, 2014

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Is there a reason you aren't using LR 5.6?

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Adobe Employee ,
Oct 21, 2014 Oct 21, 2014

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The eng team can repro this and will fix this in a forthcoming update. The workaround for Lightroom Online is to go to the product page directly from a browser: http://www.adobe.com/products/photosh...

Senior Product Manager - Customer Advocacy - Digital Imaging

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Explorer ,
Oct 21, 2014 Oct 21, 2014

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@Jeffrey
Or just not go there at all. I, for one, clicked the menu option by accident and discovered this bug.

Besides, the site is horribly broken. How Adobe manages to make absolutely nothing clickable and dim the entire website, is magical to me. And I should know, being a web devloper myself. I would feel ashamed for putting crap like that on my website and leaving it like that for months on end, because that's how it is. For months.

Putting a url inside of a program is not a very bright idea if the site that it links to, is still extremely beta. So I hope the fix is going to be to simply remove the option from the help menu.

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Explorer ,
Oct 21, 2014 Oct 21, 2014

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I don't understand why this was merged. It's a different problem. Probably the web browser has properly registered itself. Go to it, find out how to make it register, and make it do that. Differs from browser to browser.

Also try to open a url from Start->Run. It's the same as what LR tries to do. It might help you investigate the problem on your end.

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Adobe Employee ,
Mar 22, 2017 Mar 22, 2017

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LATEST
This issue is fixed on Lightroom 5.7 or 6.0 or later.

Senior Product Manager - Customer Advocacy - Digital Imaging

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