P: (Windows) Crash ( 8880582 )

[rickm1970]

I upgraded to 13.0.1 and now it crashes intermittently in development mode. It could be around the time of moving from one photo to another but I am not sure. In editing about 300 photos it has crashed around 20 times. There is a pause, then a blank screen and then it crashes. One time it prompted me to send a crash report and I did. It also did this when I updated my graphics driver. This is what I have tried. I can not remember LRC crashing on this system ever before upgrading to 13.0.1

• Updating other apps in CC like the camera raw
• Running all Windows updates for Win10
• Updating the Nvidia driver to the latest and also making sure I am on the studio driver
• Tried disabling the GPU acceleration. 
• Updated loop deck drivers 
• Rebooted at least 5 times
• Deleted the GPU file in app data 

My system  

• Windows 10 Pro 64bit - latest updates
• AMD Ryzen 7 5800X 8-core Processor
• 32GB of RAM
• MS1-B550 A Pro Mother board
• MSI RTX 3060 Sudio driver 537.58
• M2 SSD for OS and a seperate one for working files
• Loopdeck +

[Rikk Flohr: Photography]

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? Microsoft’s?

[hectorgomezcreative]

Thanks for your response! it is very frustrating that you don't see any crashes... the problem continues and the dialog box I receive is the following... I think this is a Windows' message. Right before this one appears I also get another dialog box saying "There is a problem.." but lasts one second and it is impossible to capture as then I get the second one on top of it. I do not have the option for more info or try to get a crash report or something =(

Yes, I use this email address when using my Adobe account. The rest of the software runs fine, I have enough free space, updated NVIDIA drivers, uninstalled and installed Lightroom, so any help will be appreciated!

Thanks.

[Rikk Flohr: Photography]

That is a Windows dialog. It doesn't look like you are getting an Adobe Crash Report. It is probably time to review Microsoft's logs. 

[hectorgomezcreative]

Thanks, but do you have any clue on how to "review Microsoft's logs" or get additional system information? Thanks

[Sean McCormack]

Are the drivers the Studio drivers?

[hectorgomezcreative]

Thanks Sean, yes, the drivers I updated were the Studio Drivers from NVIDIA's web site...

[hectorgomezcreative]

For the first time after all the Windows crashes, now I got this crash report from Adobe, maybe it is helpful?:

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="13.2.0.202308091502_65b8636" clientVersion="13.2.0.202308091502_65b8636" applicationName="Adobe Lightroom Classic" applicationVersion="13.0.1" build="[202310121438-d2af310c]" source="Windows-Client" crashType="n/a">
<time year="2023" month="11" day="6" hour="17" minute="34" second="20" timeoffset="-360" timezone="Central Standard Time (Mexico)"/>
<user guid="3497122b-d562-4255-8c95-1c4ef9ce0407"/>
<system platform="Windows 11 Pro" osversion="11.0" osbuild="22000" applicationlanguage="en-us" userlanguage="es-419" oslanguage="es-MX" ram="65371" machine="11th Gen Intel(R) Core(TM) i9-11900K @ 3.50GHz" model="Intel64 Family 6 Model 167 Stepping 1" cpuCount="16" cpuType="8664" cpuFreq="3504 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce RTX 3070" description="NVIDIA GeForce RTX 3070" driverDate="20231026000000.000000-000" driverVersion="31.0.15.4601" videoModeDescription="2560 x 1440 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_2488&#38;SUBSYS_138A196E&#38;REV_A1&#92;4&#38;39FDDC03&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0xc0000002" instruction="0x00007FF839BE2BDC">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FF839BE2BDC" symbolname="RaiseException"/>
<stackStatement index="1" address="0x0000000068805925" symbolname="AgGraphicsD2DRef_pushToLua"/>
<stackStatement index="2" address="0x000000006880BEC7" symbolname="AgGraphicsD2D_load"/>
<stackStatement index="3" address="0x00000000686DBC54" symbolname="AgViewWinPanelHost::OnEraseBkgnd"/>
<stackStatement index="4" address="0x00007FFFFD8A8F8C" symbolname="unknown"/>
<stackStatement index="5" address="0x00007FFFFD8A88BF" symbolname="unknown"/>
<stackStatement index="6" address="0x00007FFFFD8A615E" symbolname="unknown"/>
<stackStatement index="7" address="0x00007FFFFD8A6524" symbolname="unknown"/>
<stackStatement index="8" address="0x00007FFFFD7496E9" symbolname="unknown"/>
<stackStatement index="9" address="0x00007FF83C2C1CAC" symbolname="CallWindowProcW"/>
<stackStatement index="10" address="0x00007FF83C2C17FC" symbolname="EnumChildWindows"/>
<stackStatement index="11" address="0x00007FF83C2D4C6D" symbolname="IsIconic"/>
<stackStatement index="12" address="0x00007FF83C7A7C74" symbolname="KiUserCallbackDispatcher"/>
<stackStatement index="13" address="0x00007FF83A0919B4" symbolname="NtUserDispatchMessage"/>
<stackStatement index="14" address="0x00007FF83C2C0F3D" symbolname="DispatchMessageW"/>
<stackStatement index="15" address="0x00007FFFFD88EB52" symbolname="unknown"/>
<stackStatement index="16" address="0x000000014053C3C8" symbolname="GetAppInstance"/>
<stackStatement index="17" address="0x00007FFFFD88F455" symbolname="unknown"/>
<stackStatement index="18" address="0x00007FFFFD8C2450" symbolname="unknown"/>
<stackStatement index="19" address="0x000000014032FF8A" symbolname="gudeVersion"/>
<stackStatement index="20" address="0x00007FF83C1F53E0" symbolname="BaseThreadInitThunk"/>
<stackStatement index="21" address="0x00007FF83C70485B" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x00007FF839BE986B"/>
<register name="RBX" value="0x000000000014F648"/>
<register name="RCX" value="0x000000034DAFFFD0"/>
<register name="RDX" value="0x000000000014E7E9"/>
<register name="RSI" value="0x00000000606FBE30"/>
<register name="RDI" value="0xFFFFFFFFEF01531B"/>
<register name="RSP" value="0x000000000014F460"/>
<register name="RBP" value="0x000000000014F710"/>
<register name="RIP" value="0x00007FF839BE2BDC"/>
<register name="EFL" value="0x0000000000000206"/>
<register name="LastExceptionToRip" value="0x0000000000000080"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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[Sean McCormack]

Sorry, I've no more suggestions on that. I will say that the crash could have corrupted startup preferences if you're seeing a request to upgrade your catalog. It possibly means that it's forgotten you had an upgraded catalog. 

Try starting Lightroom by double clicking on the -V13 catalog in your catalog folder. 

Some other suggestions are in the basic trouble shooting, like trying an alternate user account 

https://helpx.adobe.com/ie/lightroom-classic/kb/lightroom-basic-troubleshooting-fix-most-issues.html

[NYNC]

Having similar issue with LR 13.01, Develop mode failure without full crash. With GeForce RTX 3071 Ti running on Windows 10 upgraded to Windows 11, Develop mode does not work properly if GPU acceleration is turned on. When using 2 monitors, if I click on the second (Loupe View) monitor, instead of showing a zoomed in view, all that appears is a window mostly filled with grey background with a small black rectangle in the lower left corner. If I turn off GPU acceleration, clicking zooms into the image as one would expect, and LR 13.01 performs OK. This pattern is completely reproducible. The problem arose when I was using an earlier graphics driver (can't recall which one; I had no reason to upgrade driver with LR 12 since it was working fine). Updating to NVIDIA studio version 537.58, which was the most current driver at that time the problem developed with LR 13.01, did not fix it. Once I rolled back to LR 12, develop mode worked fine with GPU acceleration, as it had been doing before. So, there is clearly a problem with LR 13.01 and GPU acceleration with the penultimate NVIDIA driver. Today, I updated to the newly released 546.01 driver but am reluctant to upgrade back to LR 13.01 without some assurance from Adobe that this will fix the issue. If I do any work in the LR 13 catalog, it will be unusable if LR is still buggy and a rollback to LR 12 becomes necessary.

[rickm1970]

Although the last Nvidia driver made LRC more stable, it is still crashing on me when I am moving from one image to another or doing minor edits from time to time. So, the Nvidea update did not 100% fix it. 

[rickm1970]

I have to take back the comment I made about the new driver helping. Tonight it was just as bad as before if not worse. 

[rickm1970]

Any updates? I am starting hockey season, where I will be editing thousands of images and really need a fix.

[Rikk Flohr: Photography]

@liftec 

Your crash is not related to this crash. I will move you to the correct thread. 

[NYNC]

I see LR Classic 13.0.2 was released today. May I ask Rikk Flohr or others at Adobe to comment on whether this update restores ability to use GPU acceleration in Develop Mode with Windows 11 and GeForce RTX 3070 Ti running NVIDIA's latest Studio Driver (546.01 of 11/1/2023)? Thanks.

[Rikk Flohr: Photography]

@NYNC 

See: https://helpx.adobe.com/lightroom-classic/kb/fixed-issues.html 

This bug is not on the list of fixed bugs for 13.0.2

[NYNC]

Rikk, thanks for your quick reply but may I ask for clarification? What exactly does your comment that the GPU acceleration bug is not on the "list" of fixes remedied in LR Classic 13.0.2 mean? (1) It is a bug known to Adobe, they are working on it, but they definitely haven't fixed it yet. Be patient, (2) It is a bug known to Adobe, but they have no plans to fix it. Buy a new graphics card, (3) Adobe's lists of bugs fixed by an update are never comprehensive, so the update might actually have fixed it but you can't confirm it. Give it a try at your own risk,  (4) Adobe hasn't fixed the bug because they are not even aware of it. If the latter, what do users have to do to document it for Adobe and move it up on the priority list? I don't have crash reports to send because LR doesn't crash. It just shows a blank screen when I try to magnify the view on monitor 2 in Develop mode. Thanks.

[Rikk Flohr: Photography]

@NYNC 

I am unsure what the question is, but my post is self-explanatory. 

The original post on this thread is marked Bug: Investigating.  That means a bug has been filed and is under investigation. See the original post: https://community.adobe.com/t5/lightroom-classic-bugs/p-windows-crash-8880582/ 

Further, see this note from me on the Pinned Post at the top of every page in this thread: 

"I've finally located one of your crash reports and it matches to an existing bug in our system. I am connecting this post to that bug. Thank you for your report." 

The document https://helpx.adobe.com/lightroom-classic/kb/fixed-issues.html  lists the bug fixes. This bug isn't on it. 

Distilled to its essence: #1 on your list. 

Additional information will be made available - when it is available. 

Now, to you specifically: 

I find no crash reports in our system from your email address. That leads me to believe that this may not even be the same as your issue. Did you post on this thread, or were you merged in by one of the Admins? Sometimes, people read a thread and think, "yeah, this is EXACTLY my problem." they reply post, wait, and then when the fix comes, they complain loudly about it not really being fixed. 

I suspect you are on an unrelated thread unless you have crash information submitted under a different email than the one you use in this forum. Is that possible?

[NYNC]

Rikk,

I'm left even more confused by your reply and more worried that Adobe is unaware of my problem.. While the organization of the website may be clear to you as an Adobe employee, it isn't clear to me and probably not to other users as well. Replies from you as an Adobe rep are interspersed with comments from other customers. When a post from you in the forum says that "we've reviewed the email address you use with this forum and find no crash reports", that reply is not plainly linked to any individual. It's impossible from my point of view to know whether you are addressing me or the originator of the first post, which is now many screens away in this long thread. The exception is when the reply arrives in an email direct to me, as did your reply today to my latest post in which you suggest that I'm in the wrong thread. How it got here is as follows:  Originally, I inadvertently posted my inquiry in a Mac forum, not realizing that problems were separated by OS. You (Rikk Flohr) moved it here, leading me to presume that this was the right place. When I repeated the post and added some additional information, you admonished me not to post the same thing twice. 

Since this is a problem with GPU acceleration failure in one feature, not a full crash with data loss, it indeed sounds like I need to be on a completely different thread. I doubt crash reports were generated absent a full crash (I use only the one email address). BTW, when I click the link to which you directed me saying that a bug is under investigation, I only get a Page Not Found Error 404 message, so I can't get clarification about what is being investigated.

If this needs to be in a new thread, can you assist me in starting it? 

I'll follow your admonition and refrain from reposting further details until we're in the right place. Sorry to be so long-winded. I do hope you can help get the post in the right place and the problem fixed. 

Thanks.

[Rikk Flohr: Photography]

@NYNC  I believe you are confused: 

"You (Rikk Flohr) moved it here, leading me to presume that this was the right place."

References this thread: https://community.adobe.com/t5/lightroom-classic-discussions/crash-windows/m-p/14168846#M340077. You can see your own comments about it being moved to the correct place.  It looks like you also started another thread a day later.  Those two threads were merged together.  Persons were assisting you there.

Then it appears you then posted in this unrelated thread. 

I recommend returning to your own thread and picking up the conversation there. 

I will drop a comment on that thread regarding your crash reporting, 

[rickm1970]

I just wanted to let everyone know that we may be experiencing this issue that was not fixed in today's 13.0.2. Also disabling the GPU does not help. I also updated my Bios, Chipset, and all the other hardware divers I could find just in case. 

[fotografiamoreno]

Confirming the fact that recent Lightroom 13.02 update does not resolve the crashing issue ramdomly.

At this point my system does not have any relevance other than this just in case someone ask if my computer has the juice for Adobe products:

Device name 64NHTC6
Processor AMD Ryzen 9 5950X 16-Core Processor 4.00 GHz
Installed RAM 128 GB
System type 64-bit operating system, x64-based processor
Pen and touch Pen support

Edition Windows 11 Enterprise N
Version 23H2
Installed on ‎11/‎3/‎2022
OS build 22631.2715
Experience Windows Feature Experience Pack 1000.22677.1000.0

[rickm1970]

I just wanted to give an update to anyone else who may be seeing this issue. I am still experiencing the issue on version 13.1 and with the latest Nvidia driver 546.33.

[rickm1970]

After a suggestion on another thread, I created a new catalog and imported my catalog into it, and that addresses the issue. I edited 257 photos without a crash and with normal performance. So, anyone who has this issue, try to create a new catalog, import your old one, and see if it goes away. I think the catalog upgrade from V12 to V13 must not have happened cleanly. I also think one of the last 2 updates contributed to the fix because my system was crashing with a new catalog on the first release of 13. I will have anouther set of photos to edit later this week or next weekend so I can try it again just to make sure. 

[rickm1970]

I have been able to edit anouther 600 photos without a crash. My system did slow down in my second batch, but a reboot helped speed it up. I think that happened in previous versions as well so I do not believe that is new to 13.x. So the combo of the latest release and importing my catalog into a new one got me back to normal. @Rikk Flohr: Photography I think this issue can be marked as fixed. 

[Rikk Flohr: Photography]

Original poster reports as fixed.