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dplaton
dplaton
Participating Frequently
February 8, 2020

P: 9.1 crash at startup

  • February 8, 2020
  • 11 replies
  • 451 views

Lightroom 9.1 doesn't start at all for me on Windows 10.

I updated my video drivers to the latest versions (with a clean reinstall), I reinstalled my CC Apps (also using Adobe Creative Cloud Cleaner tool). I event used an older version of LR (8.4) but still doesn't work.

I found the error in the Windows Event Viewer and it says

Faulting application name: Lightroom.exe, version: 9.1.0.10, time stamp: 0x5de0bfe8
Faulting module name: DirectML.dll, version: 10.0.18362.267, time stamp: 0xd1d24d33
Exception code: 0xc0000409

Now, I checked the official requirements: I am using a supported version of Windows 10 (1903) and my video drivers are DirectX 12 compatible (I also have DirectX 12 installed and I have no problems with it, checked with dxdiag).

I have opened a support ticket but it seems to me that even the support team is clueless. I had to drop the conversation with them today but I'll resume it tomorrow.

This upsets me, especially since LR used to work very well on my PC, but it seems that the November update broke it.

    This topic has been closed for replies.

    11 replies

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    November 26, 2021

    Updating status

    Rikk Flohr: Adobe Photography Org
    dplaton
    dplatonAuthor
    Participating Frequently
    February 11, 2020
    Do you see the behavior with Lightroom 9.2 that was released yesterday?
    I just installed Lightroom 9.2 and update my Windows 10 to v1909 - same behavior, same error
    J
    J453
    Legend
    February 11, 2020
    If you can submit a crash log with your email address, that could be helpful: : https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html
    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    February 11, 2020
    Do you see the behavior with Lightroom 9.2 that was released yesterday?
    Rikk Flohr: Adobe Photography Org
    dplaton
    dplatonAuthor
    Participating Frequently
    February 10, 2020
    No, I don't. I specifically bought a motherboard without a GPU.
    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    February 10, 2020
    Do you also have a motherboard-based GPU on this system?
    Rikk Flohr: Adobe Photography Org
    dplaton
    dplatonAuthor
    Participating Frequently
    February 10, 2020
    One more thing: I noticed the same behavior with Adobe Photoshop Lightroom (same error). Photoshop works, though.
    dplaton
    dplatonAuthor
    Participating Frequently
    February 10, 2020
    My video card is a GeForce GTX 1050 Ti. The driver version is 442.19, updated 30 minutes ago.
    dplaton
    dplatonAuthor
    Participating Frequently
    February 10, 2020
    Hello again,

    One possibility: https://www.minitool.com/news/0xc0000409.html 
    I googled the problem before and the error is pretty generic. I tried wiping out CC completely (I have a CC Cleaner Tool that someone from support sent me) and reinstall it again, also installing a previous version of LR (8.4.1) and the error persists.

    Which video card do you have?  What is the driver software version number?
    I suspect as much - video driver problem. I don't have the information at hand now, I'll post an update when I get home. However, I did install the latest Nvidia drivers from their website using the "Clean install" options.

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    February 10, 2020
    This appears to be a video driver related.

    Which video card do you have?  What is the driver software version number?
    Rikk Flohr: Adobe Photography Org
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