P: Crash (11.3) - Launch/Open Catalog - faulting module: substrate.dll : 411196 (Windows)

[Joe22295858b96s]

After updating LR today from the Cloud app on my PC it now fails with an error every time I open it. I have tried updating graphic card drivers, uninstalled and reinstalled LR itself but the problem persists. Was working fine yesterday. It is now unusable as the error occurs on starting up the software. Have sent crash reports via the error popup. Urgent help requested!

[Matt Fitt]

You're not alone in this, BDPlam.  I experienced the same issues with the update, LR 11.3.  Rolled back to 11.2 and everything was fine, again. 

I should be surprised that they didn't catch/fix this prior to public release, but this type of thing has just happened so many times over the years that I've come to expect it.  Meh.

Processor 12th Gen Intel(R) Core(TM) i9-12900K 3.20 GHz
Installed RAM 64.0 GB (63.7 GB usable)
System type 64-bit operating system, x64-based processor
Edition Windows 11 Pro
Version 21H2
Installed on ‎1/‎29/‎2022
OS build 22000.613

Experience Windows Feature Experience Pack 1000.22000.613.0
NVIDIA GeForce RTX 3080 Ti

[Rob_Cullen]

See this other forum thread where crashes in 11.3 are acknowledged-

https://community.adobe.com/t5/lightroom-classic-bugs/p-crash-11-3-launch-open-catalog-faulting-modu...

Adobe employee Rikk Flohr recommends rolling back to version 11.2 while Adobe investigates the issue.  See here for how to do that:

https://www.lightroomqueen.com/roll-back-update-previous/

[DdeGannes]

Works fine on my Win system. See the screen capture for info.

[James Clendening]

Same issue crashes on startup 11.3, tried different catalog backups, reinstall graphics drivers with no resolve.  Attempted Attempted multiple times, reverted back to 11.2 with no issue. Crash report sent several times.

[DanSidious]

On every start, Lightroom Classic 11.3 silently crashes (Win11) and the app event log on my PC shows an error code c0000409. Error details below. 

Tried the following without any change in behavior:

• Tried 11.2 instead - same behavior
• Ensured all patches are fully up to date
• installed latest Intel video driver (March 2022)
• Reset all preferences

Anyone have any other ideas to fix this?

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[Jacek Poplawski]

My Lightroom has been updated to new version today and I am not able to start it, when I open LR it opens the library in the background but after a while it shows crash, I tried to send error report to Adobe.

I tried to run it 3 times without success. Maybe it doesn't like my catalog and I need to create new one? Will be testing more. Anyone had similar issue?

I am on Windows with RTX 2070 graphics.

[Jacek Poplawski]

I tried running more times, crash each time. I am not able to use different catalog, so don't know was it related. Also I don't know how to change any options (like disabling GPU) if application crashes on start.

I installed previous version - 11.2 and crash is gone. I can use Lightroom again.

Please fix this crash, I sent you multiple error reports, hope they will help.

[bla17853513]

The same problem with me. Nothing works after the update. Urgently need help.

enerwy(at)gmail.com

Von meinem iPhone gesendet:light_bulb:

[rschuma999]

Same issue here, LR classic crashes on starup after update, trying to downgrade to 11.2.

Windows 10 with NVidia Quadro P2200

[Jacek Poplawski]

guys you are saying you have same issue but you were not liking my post, it's very difficult to convince Adobe to fix any bugs so I think likes would help

[rschuma999]

Hi Jacek,

seems to be a problem to more people...

See the bug section of the adobe site: 

https://community.adobe.com/t5/lightroom-classic-bugs/p-crash-11-3-launch-open-catalog-faulting-modu...

or  this information:

https://piunikaweb.com/2022/04/14/adobe-lightroom-classic-crashing-on-startup-after-11-3-update/ 

Going back to 11.2 helps for the moment

Regards, Rüdiger

[Herr_Zwodezwo]

I had exactly the same issues after an automatic update from version 11.2 to 11.3. Please see the entry from Rob_Cullen how to rollback to version 11.2 (that does the job). For the time being, I also disabled automatic updates (within Createive Cloud Desktop > Preferences...)

[MicW1]

Lightroom Classic stürzt seit neustem bei jedem Start ab! Dies scheint durch das letzte Lightroom Classic Update verursacht.

Neustart, etc. natürlich alles probiert - hat nichts geholfen.

[Ranjisha Sengupta]

Hi there,

Sorry about the trouble. Thanks for highlighting this. We're here to help.

There are a few users who reported something similar. Would you mind sharing the crash report with us? Which version of Windows are you using?

The team is Investigetting this bug; while the team evaluates the crash and advises on a workaround, you may revert to 11.2 via the Adobe Creative Cloud Application. 

{Merging this thread with the primary thread}

Regards,

Ranjisha

[scopen24]

It took me 8 hrs to fix same problem. I actually talked to nice lady in india that showed me what to do with remote connection. Had to reinstall older version through adobe creative cloud app. Three dots on right give a choice of versions. It’s really hard to find anyone that knew what to do or spoke English well enough to understand. Chatted first to 3 people, that didn’t work. Then started calling. Really hard to find phone number, hiding under many layers of menus. 800-833-6687.

Good luck,
SC

[jasander77]

Clarifying my situation a little more after seeing how it's affecting others. Looks like I'm still the only one using a Mac ... as it seems everyone else is on a Windows environment? Perhaps I'm the only user out there on a Mac Studio M1 Max (10 core)?

I have not tried upgrading to 11.3 ... still using 11.1 after downgrading from 11.2. I am a fulltime photographer ... I use LRC and Photoshop for several hours a day, every single day. I generally do not shut my machine down or close lightroom until I start exeriencing issues, notice high memory allocation by LRC and Photoshop and/or accidental CMD/Q. I generally receive a crash notification everytime I restart the program or start fresh from a reboot. However, a reattempt to open generally works and things are fine ... as far as I know. I will occasionally receive a second crash notification, but is rare. 

[MicW1]

Thank you, reinstalling the last versiopn helped, now it's working fine again - of course this is no finally solution, but a workaround for now.

Thank you! 

[Rikk Flohr: Photography]

@jasander77 

This crash is Windows only. I recommend your upgrading to 11.3 and if you can reproduce the crash then start a new thread with your system specific information. 

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? Apple’s?

[jasander77]

@Rikk Flohr: Photography private message sent

[scopen24]

When LRC crashes and I have to fix it, it’s like open heart surgery or kidney transplant. I don’t know why you don’t see any crash reports. It put me through 8 hrs of hell.
Adobe definitely has problems with who has accounts. Help line couldn’t figure out my account for hours until I gave serial numbers before they found it. I’ve been paying monthly for more than ten years yet they couldn’t find my account. Pitiful.

SC

[Rikk Flohr: Photography]

@scopen24 

Referencing "the ability to locate crash reports", I can tell you the top reasons why we are unable to find them:

1.  The crash was OS level and the crash dialog was from MS or Apple and not Adobe
2.  The email address was left out of Adobe's Crash Dialog
3.  The email address used in the Adobe Crash Dialog was not either the Adobe ID you use to sign in on the forum or the Adobe ID associated with your subscription. In that case we have no idea where to look.
4.  The app didn't crash but rather was in a hanging state and you've force quit it via the OS. 
   
   If these do not apply the best course of action is to post a screenshot showing the email address typed in immediately prior to having hit the Submit button. Then we can research it with the Crash Reporter team. 

I hope that helps. 

[scopen24]

The problem was with Adobe's new 11.3. I called Adobe and Adobe fixed it.
This error was on Adobe, not MS nor Apple nor OS.

The fact that you can't find the crash dialog report proves my point.
Adobe couldn't connect to my new installation because Adobe didn't
recognize my subscription after the new 11.3 installation. But when Adobe
showed me how to reinstalled older versions, then LRC opened.

I see Apple users having the same problem. Apple has a more stable system
but still, some people had problems with 11.3.

I hope that clears things up.
SC

[dliebowitz]

I encountered identical problem described by Joe22295858b96s.  I updated LR Classic to Ver 11.3 and then every time I tried to open LR Classic I rec'd an error message telling me an error had been encountered and LR would have to close. I downgraded back to LR ver 11.2 and that seems to have resolved the problem. I did submit a crash report to Adobe. btw, I did upate my graphics card driver - that did not resolve the issue

[christianw55876728]

I had the same problem: After updating to version 11.3 LR crashed after starting it. No workaround that I found helped (neither deleting preferences, nor resetting or chaning GPU usage).

After reinstalling version 11.2, LR works again.

Crash report:

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.7.0" clientVersion="4.7.0" applicationName="Adobe Lightroom Classic" applicationVersion="11.3" build="[202204051513-7a25c809]" source="Windows-Client" crashType="Invalid Parameter">
<time year="2022" month="4" day="16" hour="10" minute="46" second="11" timeoffset="60" timezone="Mitteleuropäische Sommerzeit"/>
<user guid="e24bb151-373c-4859-ae3b-0e5b068a6d46"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="19044" applicationlanguage="de-de" userlanguage="de-AT" oslanguage="de-DE" ram="15741" machine="AMD Ryzen 7 4700U with Radeon Graphics" model="AMD64 Family 23 Model 96 Stepping 1" cpuCount="8" cpuType="8664" cpuFreq="1996 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="512 MB" caption="AMD Radeon(TM) Graphics" description="AMD Radeon(TM) Graphics" driverDate="20210511000000.000000-000" driverVersion="27.20.21020.3" videoModeDescription="1920 x 1080 x 4294967296 Farben" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_1636&#38;SUBSYS_142B1025&#38;REV_C2&#92;4&#38;20C24D55&#38;0&#38;0041" installedDisplayDrivers="amdxc64.dll,aticfx64.dll"/>
</gpu>
<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0xc0000409" instruction="0x00000000411EE629">
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<dumpType>
Full
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

<sessionId>
97ca8dd8-f3f7-4af5-838f-385059d6e774
</sessionId>
</crashreport>

[KG5AR]

Downloaded and installed the version 11.3 update on my Dell XPS I7 pc. After two sessions on line with Adobe support, I had to uninstall and reinstall version 11.2. The tech implied that my graphics card was not compatible with the new version. My PC and the card are relatively old, but I am not in a position to upgrade at this time. Anyone else had an issue with the upgrade.

(My graphics card is an NVIDIA GForce GTX 660. I scrounged it up last year because a better graphics card was required to run Photoshop with the update released back then.)

Sure would be nice if Adobe would clearly define the hardware requirement changes BEFORE releasing updates.