Adobe Lightroom and Photoshop crashing my PC

[Firescu298702536ww8]

I have just re-installed Lightroom Classic. Randomly while using the program, my computer freezes.  The screen goes black, the computer is still on, but I can’t use it. The only way I can restart my PC is by reseting the PSU. I have had the same issue in the past with both Adobe Photoshop and Lightroom. This is a fresh reinstall ( I hoped that reinstalling would fix the problem). I must mention that Adobe lightroom and Photoshop are the only programs that trigger this behaviour. 

My PC:

Processor AMD Ryzen 9 3900X 12-Core Processor 4.28 GHz
RAM 64.0 GB

GPU: NVIDIA 4700Ti

SSD: Viper M.2 VP4100 and HP EX950
OS: WINDOS 11

[moved from bugs to discussions according to the community rules - Mod.]

[F. McLion]

First, make sure to use the latest GPU driver for your card: https://www.nvidia.com/download/driverResults.aspx/216926/en-us/ and post back with the results.

[dj_paige]

Computer crashing is either a bad/out-of-date driver, or a hardware malfunction somewhere.

[Firescu298702536ww8]

All my drivers are the latest. This old excuse with the drivers is just silly. I’ve encountered this issue in the last 6 months tens of times, and it always happened while OS and drivers where up to date. I always install the latest drivers, and especially today I've updated everything before installing Lightroom Classic.

[dj_paige]

I provided a second possible cause of this freezing.

[Keith Reeder]

"This old excuse with the drivers is just silly."

No, it really isn't - we've seen dozens of problems posted, just like yours, that were fixed by a driver update.

[GoldingD]

1. Diagnostics

Despite all device drivers  being the latest:

• If you go and look at your Windows Events viewer, are their any events that may be related and give a clue?
• If you go and look at your Windows Device Manager, is their any indication that a particular device has issues?

2. Clarity but mostly curious

And an oddity, well an oddity based on normal member posts when LrC crashes their computer. You state that you have the issue with both LrC and PS. Normally members with a LrC induced crash, state "but PS does not do that" Then many members will remind them that PS is a pike in comparison to LrC in terms of being a resource hog. When you had the issue with PS was LrC also running? And perhaps were you accomplishing an Edit In PS from LrC? Just curious

3. A point/Inquiry about installing the latest drivers

Please do not take this as a slight. And I have no reason to question your computer skill level. This due to other members possibly false assumptions about MS Windows and device driver updates. When you go and look for those device driver updates, you go to your computers, or your motherboards tech support, their page on device drivers, correct? Not to MS Windows Update/Advance. (in some cases, the computer might have a mfg app for updates). Point being not relying on MS for those drivers.

4. A point about your fellow members and their responses

Most members in the community pages that may reply to your post are fellow customers. Not Adobe Techs, not Adobe employees. In fact Adobe does not often respond in Discussions, or Ideas, and usually in Bugs only to state not a bug (occasional to state bug placed into bug status). Your fellow members will not know about your skill level, they will not know about your computer. They have lessons learned from countless postings, and those lessons learned will lead them to ask questions that you may think as unnecessary. They will try to behave, try to be polite, but they may make some assumptions, they may miss a statement in the original post, they may make a mistake.

P.S. The device drivers update is not silly, you would be amazed at some members computers lack of updates. The GPU one comes up alot because 1) Adobe states so in tech documents 2) Adobe increasingly rely on the GPU in LrC 3) Especially for AMD (NVIDIA used to be the main culprit) but their have been some GPU driver foulups by the GPU mfg.

[Firescu298702536ww8]

Thank you for the suggestions. I will answer step by step.

1. Diagnostics

System:

UMDF reflector is unable to connect to service control manager (SCM). This is expected during boot, when SCM has not started yet. Will retry when it starts.

Connectivity state in standby: Disconnected, Reason: NIC compliance.

The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Administrative events:

The previous system shutdown at 11:43:57 AM on ‎1/‎8/‎2024 was unexpected.

Device manager doesn’t show any problems.

1. Clarity but mostly curious

At this moment I have not installed Photoshop yet. But in the past Photoshop was the main culprit for the black screen bug. It could happen at any moment. Always when using Ai filters ( GPU acceleration enabled). If my GPU was out of the equation the problem goes away but the rendering times became painfully slow. I know my hardware is working fine because I use a lot of other software that work flawlessly ( Vray for Sketchup, AutoCAD, DxO Photolab7, Krita, Topaz suite, Blender, DaVinci, and a boatload of  games.).

I stress tested my GPU for hours, and there isn’t a problem. Did the same for my CPU and RAM and all runs as they should.

1. I always update drivers and firmware directly from the vendor’s site. I do this regularly.
2. I understand this and thank all the members for their input. The fact that Adobe doesn’t have a proper support structure infuriates me. The virtual assistant is useless.  

I spent hours searching this issue on forums and I came to realise that at this moment there isn’t any viable fix for this problem. There is a flaw in the Adobe code when dealing with GPU aided processes. The only reason I posted is to raise awareness, my thought being that if all affected by this crippling bug would complain maybe Adobe would do something about it, other than trivial recommendations.  

[GoldingD]

A followup inquiry. I have not included this as an addendum my previous reply on purpose.

Black Screen of Death can occur at start, can occur while running.

Have you used the Internet to search on that? Note that my initial search was on "windows screen goes black cannot shutdown" but that led to Black Screen of Death (apparently not BSOD that leads to Blue Screen of Death).

one link, for example:

https://www.avg.com/en/signal/fix-windows-black-screen

[Firescu298702536ww8]

I don’t think that the hardware is the problem. I run software that uses far more resources without a problem (like 3D rendering using CUDA cores, and gaming).  Plus, DxO PhotoLab7 elite is using the GPU alone for fast processing and works impeccable.

[Firescu298702536ww8]

Just happened again. This time in Photoshop. I must say upfront that all drivers, OS versions, firmware and programs are up to date. 

I was editing a photo (1 layer 6500 x 4333 jpeg ), my goal being to change the background, so I clicked on the magic wand, since  the automatic selection was imprecise and right then my PC froze.

This situation is unbearable!

[Keith Reeder]

"Just happened again. This time in Photoshop. I must say upfront that all drivers, OS versions, firmware and programs are up to date. "

So... Two different programmes, same PC.

Hardware.

[Firescu298702536ww8]

Only Adobe products do that. I run without a problem: Blender, DxO PhotoLab 7, Krita, Sketchup, AutoCAD, Topaz Denoise, etc. plus multiple games. Doesn't seem like a hardware problem to me.

[GoldingD]

1.  SYSTEM INFO per LrC

• Ok, please, please share with us your system information a s LrC reports it. In LrC click on Help. then System Information, Click on Copy. ANd then paste that info into a reply.
• Looking for this info:

/example deleted now that author has posted info

 2. PERFORMNCE SETTINGin LrC PREFERENCES

• And please post a screenshot of LrC /preferences/performance/
• Looking for:

/example deleted now that author has posted info

[Firescu298702536ww8]

1.

Lightroom Classic version: 13.1 [ 202312111226-41a494e8 ]
License: Creative Cloud
Language setting: en
Operating system: Windows 11 - Business Edition
Version: 11.0.22631
Application architecture: x64
System architecture: x64
Logical processor count: 24
Processor speed: 4.2GHz
SqLite Version: 3.36.0
CPU Utilisation: 0.0%
Built-in memory: 65458.2 MB
Dedicated GPU memory used by Lightroom: 5692.6MB / 12010.0MB (47%)
Real memory available to Lightroom: 65458.2 MB
Real memory used by Lightroom: 1907.1 MB (2.9%)
Virtual memory used by Lightroom: 8555.2 MB
GDI objects count: 800
USER objects count: 2708
Process handles count: 2690
Memory cache size: 2.7MB
Internal Camera Raw version: 16.1 [ 1728 ]
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 651MB / 32729MB (1%)
Camera Raw real memory: 690MB / 65458MB (1%)
System DPI setting: 144 DPI (high DPI mode)
Desktop composition enabled: Yes
Standard Preview Size: 3840 pixels
Displays: 1) 3840x2160, 2) 3840x2160
Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No

Graphics Processor Info:
DirectX: NVIDIA GeForce RTX 4070 Ti (31.0.15.4633)
Init State: GPU for Export supported by default
User Preference: Auto

Application folder: C:\Program Files\Adobe\Adobe Lightroom Classic
Library Path: C:\Users\CF-HOME\Pictures\Lightroom\Lightroom Catalog-v13-2.lrcat
Settings Folder: C:\Users\CF-HOME\AppData\Roaming\Adobe\Lightroom

Installed Plugins:
1) AdobeStock
2) Flickr
3) Nikon Tether Plugin

2.

 

[GoldingD]

Nothing wrong with any of that requested info. 

[GoldingD]

3. Events Viewer (again)

Please revisit your Windows Events Viewer. Look for Critical events referring to Kernel-Power. Any?

[Firescu298702536ww8]

I get a Critical event logged (Event 41, Kernel-Power) every time I force restart my PC after a freeze from LRC or Photoshop.

 

[GoldingD]

So a Kernel-Power event.

see:

• https://www.makeuseof.com/tag/fix-windows-10-kernel-power-error/ 
• https://learn.microsoft.com/en-us/troubleshoot/windows-client/performance/event-id-41-restart
• https://learn.microsoft.com/en-us/answers/questions/1166448/does-anyone-know-how-to-fix-kernel-power...
• https://www.minitool.com/backup-tips/kernel-power-41.html
• https://blog.pcrisk.com/windows/12891-how-to-fix-kernel-power-error
•  

Some possibilities

• Windows OS needs an update
• Something stuck in the Kernel, something a shutdown will not clear out if Windows Fast Startup is enabled (default). Perhaps a Restart will help if that is the case as a restart will clear the kernel.
• A problem in Overclocking.
• A setting in Windows Power options (Ok that one I find odd, in 4th and 5th link above , 5th might be clearer)
• Overheating
• Driver (not likely the GPU, yours looks fine, perhaps another driver)
• Faulty RAM
• RAM not properly in slots
• GPU not properly in slot
• Hard drive going out
• System drive (C) extremely short on free space.
• Faulty PSU
• Undersized PSU
• Problem with BIOS (can be dangerous to touch)
• other (see links)

About that last one, Power Supply. What are the specs for your power supply? And look at PSU calculator to determine if it is good enough.

https://www.newegg.com/tools/power-supply-calculator/

by the way, additional searching on Black Screen of Death , and my finding it odd that any of the events you listed were the issue led to inquiring about kernel-power critical event ad I was wondering what the event should have stated. And some Black Screen of Death link screened out Kernel.

As for LrC and PS being your only apps that apparently trigger this Kernel error. Well LrC is known to push systems to a breaking point when something is wrong in the hardware. PS is not, but perhaps when you were running PS, you had LrC in the background (such as during an edit in PS from LrC)

[Firescu298702536ww8]

The only way I can restart my PC during a black screen freeze is by switching off my PSU. That's why this Kernel Event is logged from What I have found while reading about it. 

• Windows OS needs an update
• OS is up to date.
• Something stuck in the Kernel, something a shutdown will not clear out if Windows Fast Startup is enabled (default). Perhaps a Restart will help if that is the case as a restart will clear the kernel.
• Restart doesn’t help.
• A problem in Overclocking.
• No OC
• Overheating
• Plenty of cooling, never had a problem ( tested 2 hours @100% cpu )
• Faulty RAM
• Tested with various programs and there is no problem.
• RAM not properly in slots
• No
• GPU not properly in slot
• No
• Hard drive going out.
• 2 NVME SSD in good condition
• System drive (C) extremly short on free space.
• More than 40% free space at all times
• Faulty PSU
• No
• Undersized PSU

• My PSU is a Seasonic VERTEX GX, 80+ Gold, 1000W (less than a year old).

• other (see links)

[Firescu298702536ww8]

Still no viable fix for this issue. I will cancel my subscription to Adobe and stick with Affinity Photo and DxO PhotoLab 7 instead. I have 0 issues with those programs and find DxO PL much faster and better than ALRC. The only thing that kept me trying to fix my problems with Adobe are the RNI presets and Lumenzia Plugin.