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P: Crashes with exceptionCode="0xe06d7363" at startup (823211)

Community Beginner ,
May 07, 2023 May 07, 2023

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I am unable to start / use Lightroom Classic since a week.

The programm crashes at startup with error 

<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0xe06d7363" instruction="0x00007FFD5CF3CB69">

I am on Windows 10 with AMD Radeon Vega 8 Graphic Card. (VRAM 2048 GB).

 

All other Adobe CC applications are running fine. I am primarily using Lightroom, though.

Hope anyone can help. Here is the full crash report.

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.6" clientVersion="4.8.0.6" applicationName="Adobe Lightroom Classic" applicationVersion="12.2.1" build="[202303011008-5bfbce17]" source="Windows-Client" crashType="n/a">
<time year="2023" month="5" day="8" hour="8" minute="8" second="41" timeoffset="60" timezone="Mitteleuropäische Sommerzeit"/>
<user guid="ad8b2931-cfb0-45f9-bf97-ca5f3b7a0dfa"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="de-DE" oslanguage="de-DE" ram="14284" machine="AMD Ryzen 3 PRO 3200G with Radeon Vega Graphics" model="AMD64 Family 23 Model 24 Stepping 1" cpuCount="4" cpuType="8664" cpuFreq="3600 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="2048 MB" caption="AMD Radeon(TM) Vega 8 Graphics" description="AMD Radeon(TM) Vega 8 Graphics" driverDate="20230420000000.000000-000" driverVersion="31.0.14051.5006" videoModeDescription="1920 x 1080 x 4294967296 Farben" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_15D8&#38;SUBSYS_7C521462&#38;REV_D9&#92;4&#38;28056CF2&#38;0&#38;0041" installedDisplayDrivers="amdxc64.dll,aticfx64.dll"/>
</gpu>
<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0xe06d7363" instruction="0x00007FFD5CF3CB69">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFD5CF3CB69" symbolname="RaiseException"/>
<stackStatement index="1" address="0x00007FFD4DDF66C0" symbolname="CxxThrowException"/>
<stackStatement index="2" address="0x00007FFD2EB0213B" symbolname="AgThrowInsufficientMemory"/>
<stackStatement index="3" address="0x00007FFD2EABF2DB" symbolname="lua_getstack"/>
<stackStatement index="4" address="0x00007FFD2EAB3F67" symbolname="luaopen_base"/>
<stackStatement index="5" address="0x00007FFD2EABE7ED" symbolname="lua_getstack"/>
<stackStatement index="6" address="0x00007FFD2EAE135E" symbolname="luaopen_table"/>
<stackStatement index="7" address="0x00007FFD2EABF5E4" symbolname="lua_resume"/>
<stackStatement index="8" address="0x00007FFD2EAC9651" symbolname="luaopen_math"/>
<stackStatement index="9" address="0x00007FFD2EABE7ED" symbolname="lua_getstack"/>
<stackStatement index="10" address="0x00007FFD2EABF5D5" symbolname="lua_resume"/>
<stackStatement index="11" address="0x00007FFD2EAACCC6" symbolname="lua_call"/>
<stackStatement index="12" address="0x00007FFC9705725F" symbolname="AgNamespace_import"/>
<stackStatement index="13" address="0x00007FFC9705740D" symbolname="AgNamespace_importEntry"/>
<stackStatement index="14" address="0x00000001404B6425" symbolname="GetAppInstance"/>
<stackStatement index="15" address="0x00007FFCF0913BE4" symbolname="unknown"/>
<stackStatement index="16" address="0x00000001402F156E" symbolname="gudeVersion"/>
<stackStatement index="17" address="0x00007FFD5DCB7604" symbolname="BaseThreadInitThunk"/>
<stackStatement index="18" address="0x00007FFD5F6C26A1" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x00007FFD2EB25CF0"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x000000002177D970"/>
<register name="RSI" value="0x000000000014F4C0"/>
<register name="RDI" value="0x0000000019930520"/>
<register name="RSP" value="0x000000000014F350"/>
<register name="RBP" value="0x0000000002FEAB28"/>
<register name="RIP" value="0x00007FFD5CF3CB69"/>
<register name="EFL" value="0x0000000000000202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

<binaryImageSet>
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<binaryImage start="0x00007FFD5F670000" end="0x00007FFD5F868000" path="ntdll.dll"/>
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<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

</crashreport>

 

Bug Fixed
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correct answers 2 Pinned Replies

Adobe Employee , May 08, 2023 May 08, 2023

I've located your crash report in our system and have logged a bug for the same. This forum thread will be updated when there is more information. 

Thank you for your report. 

Status Investigating

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Adobe Employee , Jun 18, 2023 Jun 18, 2023

Customer reports fixed with Win an GPU update

Status Fixed

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14 Comments
Adobe Employee ,
May 08, 2023 May 08, 2023

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I've located your crash report in our system and have logged a bug for the same. This forum thread will be updated when there is more information. 

Thank you for your report. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products
Status Investigating

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Community Beginner ,
May 08, 2023 May 08, 2023

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Thank you, Rikk.

Hope you will find a solution for the problem soon.

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Community Beginner ,
May 13, 2023 May 13, 2023

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Hi,

it is now almost two weeks that I cannot work with Lightroom any longer. The software crashes at startup. I posted the error here, but Adobe does either have no service capacity or does not find the error.

https://community.adobe.com/t5/lightroom-classic-bugs/p-crashes-with-exceptioncode-quot-0xe06d7363-q...

 

What should I do now? Has anyone had a similar problem? Will Adobe reimburse me for paying a licence fee for a non working software?

 

Thanks for your comments and hints.

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LEGEND ,
May 13, 2023 May 13, 2023

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What should I do now?

 

I think the only thing you can do is wait for Adobe to fix this bug.

 

Will Adobe reimburse me for paying a licence fee for a non working software?

 

Read the End User License Agreement, which you agreed to when you installed and used the software. It says something like "the software is sold as-is".

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Community Beginner ,
May 14, 2023 May 14, 2023

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Thank you for the answer. Then I will keep patient and hope that Adobe fixes the error.

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Community Beginner ,
May 14, 2023 May 14, 2023

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Any news? Photoshop and Camera Raw work fine. So it is not a problem of the GPU. Must be some Lightroom specific bug.

Thought this hint might help. Thank you

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Adobe Employee ,
May 15, 2023 May 15, 2023

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@Heiko5FE3  The team has requested you perform a diagnostic step.  Can you disable GPU in Preferences>Performance and then attempt to replicate the crash?  Additionally, did you see the crash prior to updating to 12.2.1?

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
May 15, 2023 May 15, 2023

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Thank you  @Rikk Flohr: Photography 

I disabled GPU in Photoshop (since I am unable to start Lightroom). Then quit PS and started LR - which again crashed during startup. I cannot even see the banner at loading time. I do not receive a request to send a crash report any longer. I guess this is because I chose "always send crash report" some days ago.

And, no, the crash is new and did not happen prior to installing the latest version.

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Community Expert ,
May 15, 2023 May 15, 2023

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@Heiko5FE3 , you stated "I cannot even see the banner at loading time. I do not receive a request to send a crash report any longer.".

There may be a .lock (LOCK) file alongside your Catalog file which is preventing LrC from launching your Catalog.

Go to the folder that contains your Catalog, it will have an extension .lrcat (dot LRCAT) and see if there is a file with the same name and ending with .lrcat.lock ( LRCAT.LOCK).

If so delete the lock file, only that file, then see if Lightroom is able to boot.

Does LrC crash again?

Regards, Denis: iMac 27” mid-2015, macOS 11.7.10 Big Sur; 2TB SSD, 24 GB Ram, GPU 2 GB; LrC 12.5, Lr 6.5, PS 24.7,; ACR 15.5,; Camera OM-D E-M1

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Community Beginner ,
May 18, 2023 May 18, 2023

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Hi @DdeGannes , thanks a lot for your advice. Indeed there was a .lock file. I deleted it. But unfortunately it did not help.

Lightroom still does not boot. In fact, it does not create another .lock file. So obviously it does not even come to the step to access the catalog files.

I think it must be some kind of incompatibility. 

I updated my graphics driver. AMD Radoen Vega. Version 23.4.3 (latest version) with 2048 MB VRAM.

The VRAM is low end, I think. But it used to work and still matches Adobe requirements.

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Community Beginner ,
May 20, 2023 May 20, 2023

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Since there seems to be no solution how to fix this, the latest version of Lightroom is useless to me. It is not starting at all.

Is there a way to revert back to re-install a previously working version through CC Desktop Manager?

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Community Beginner ,
May 21, 2023 May 21, 2023

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@Rikk Flohr: Photography I now successfully reverted back to V12.2. LR is launching and running w/o any problems.

So there obviously is an incompatibility with the latest version with my graphic card configuration.

I will keep working with old version until this problem has been fixed.

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Community Beginner ,
Jun 17, 2023 Jun 17, 2023

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@Rikk Flohr: Photography After Windows Update and AMD GPU driver update it works again. It was obviously a Windows problem.

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Adobe Employee ,
Jun 18, 2023 Jun 18, 2023

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LATEST

Customer reports fixed with Win an GPU update

Rikk Flohr - Customer Advocacy: Adobe Photography Products
Status Fixed

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