Crashes during multiple operations

[peters32064433]

I have been a loyal customer of Adobe for many years, however, I have been suffering crashes in Lightroom whilst import, editing, backing up and at random other toimes since March.  I have had Adobe Support Agents blame my system with not enough processor speed, its an I9, not enough memory I have 96gb, video card, SSDs et al, they have sone 3 clean installs then expect me to recreate the error instantly, one day I was able to do it and was told my copy of Windows was bad, I use Win 11 Pro and there is nothing wrong with it.

So the challenge here is for an Adobe Support person on the forum to try and help resolve the issue before I cancel my plan and move to a different editor.  So the ball is in Adobes court, I await a response.

[GoldingD]

1 of 5

(yes, I have separated these replies on purpose)

So the challenge here is for an Adobe Support person on the forum to try and help resolve the issue before I cancel my plan and move to a different editor

This community is for Adobe customers to communicate with one another, to share ideas, problems, and bugs. To assist one another. This site is not an actual Adobe Tech support site. Oh, several Adobe sites will point you to it, but that is just Adobe being lazy, hoping that other customers can help. Actual Adobe employees rarely interact in these communities.

So, I would not hold my breath waiting for Adobe to respond.

That being said, perhaps some fellow members can assist.

[GoldingD]

2 of 5

Ok, from your attached screenshots:

Did you fill out that Error report with a description of what went wrong, and send it to Adobe? (I do see that you filled in your e-mail)

One way to get Adobe to pay attention is to fill out that report and send it to Adobe. Oh, and cross your fingers, having the word Error Report in a reply might just grab the attention of Adobe. They just love to come back and state that they have not received an Error Report.

If you did not, and if it comes up again, fill it out, perhaps using your above posting. And include in the text a link to this Discussion.

[peters32064433]

I have filled out those report boxes many, many times in the past 6 months, a couple of the support staff claimed to read them but offered no solutions. Well one did say my windows was corrupt and pointed me to an article in 2017.

Thanks

[GoldingD]

3 of 5

Please post your System Information as Lightroom Classic (LrC) reports it. In LrC click on Help, then System Info, then Copy. Paste that information into a reply. Please present all information from first line down to and including Plug-in Info. Info after Plug-in info can be cut out as that is just so much dead space to us non-Techs and it takes up vast amounts of scroll space making the reply less readable and less likely that others will bother with your post.

Sometimes hat info will give a clue as to what is going on. And this is a very common inquiry in this community. Some when posting will include this by default.

[peters32064433]

Lightroom Classic version: 13.5.1 [ 202408271704-d15d09cd ]
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: 32
Processor speed: 3.1GHz
SqLite Version: 3.36.0
CPU Utilisation: 0.0%
Power Source: Plugged In
Built-in memory: 98075.8 MB
Dedicated GPU memory used by Lightroom: 4517.0MB / 8170.9MB (55%)
Real memory available to Lightroom: 98075.8 MB
Real memory used by Lightroom: 2774.1 MB (2.8%)
Virtual memory used by Lightroom: 7746.0 MB
GDI objects count: 712
USER objects count: 2664
Process handles count: 2783
Memory cache size: 1207.1MB
Internal Camera Raw version: 16.5 [ 1954 ]
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 1441MB / 49037MB (2%)
Camera Raw real memory: 1675MB / 98075MB (1%)

Cache1:
Final1- RAM:352.0MB, VRAM:0.0MB, _BIF4163.NEF
Preview2- RAM:23.0MB, VRAM:0.0MB, _BIF4167.NEF
Preview3- RAM:23.0MB, VRAM:0.0MB, _BIF4168.NEF
Preview4- RAM:22.0MB, VRAM:0.0MB, _BIF4159-2.NEF
Preview5- RAM:22.0MB, VRAM:0.0MB, _BIF4162.NEF
Preview6- RAM:22.0MB, VRAM:0.0MB, _BIF4166.NEF
Preview7- RAM:23.0MB, VRAM:0.0MB, _BIF4169.NEF
Preview8- RAM:22.0MB, VRAM:0.0MB, _BIF4160.NEF
Final9- RAM:356.0MB, VRAM:3336.0MB, _BIF4164.NEF
Preview10- RAM:22.0MB, VRAM:0.0MB, _BIF4161.NEF
Final11- RAM:352.0MB, VRAM:0.0MB, _BIF4165.NEF
NT- RAM:1239.0MB, VRAM:3336.0MB, Combined:4575.0MB

Cache2:
m:1207.1MB, n:1235.2MB

U-main: 74.0MB

System DPI setting: 96 DPI
Desktop composition enabled: Yes
Standard Preview Size: 1920 pixels
Displays: 1) 1920x1080
Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: Yes, Keyboard: No

Graphics Processor Info:
DirectX: AMD Radeon RX 580 2048SP (31.0.21916.2)
Init State: GPU for Export supported by default
User Preference: Auto
Enable HDR in Library: ON

Application folder: C:\Program Files\Adobe\Adobe Lightroom Classic
Library Path: D:\PeterS\PeterS-v13-4.lrcat
Settings Folder: C:\Users\pete_\AppData\Roaming\Adobe\Lightroom

Installed Plugins:
1) AdobeStock
2) Flickr
3) HDR Efex Pro 2
4) Luminar Neo
5) Nikon Tether Plugin
6) ON1 Resize AI 2023
7) Topaz Photo AI

Config.lua flags:

Adapter #1: Vendor : 1002
      Device : 6fdf
      Subsystem : b311002
      Revision : ef
      Video Memory : 8170
Adapter #2: Vendor : 1414
      Device : 8c
      Subsystem : 0
      Revision : 0
      Video Memory : 0
AudioDeviceIOBlockSize: 1024
AudioDeviceName: $$$/dvaaudiodevice/SystemDefaultAndEffectiveDeviceName=System Default - Speakers (JBL Quantum610 Wireless Game)#{comment}DVAAU-4201250: Open the audio hardware preferences page.
AudioDeviceNumberOfChannels: 2
AudioDeviceSampleRate: 48000
Build: LR5x120
Direct2DEnabled: false
GL_ACCUM_ALPHA_BITS: 8
GL_ACCUM_BLUE_BITS: 8
GL_ACCUM_GREEN_BITS: 8
GL_ACCUM_RED_BITS: 8
GL_ALPHA_BITS: 8
GL_BLUE_BITS: 8
GL_DEPTH_BITS: 32
GL_GREEN_BITS: 8
GL_MAX_3D_TEXTURE_SIZE: 2048
GL_MAX_TEXTURE_SIZE: 16384
GL_MAX_TEXTURE_UNITS: 8
GL_MAX_VIEWPORT_DIMS: 16384,16384
GL_RED_BITS: 8
GL_RENDERER: AMD Radeon RX 580 2048SP
GL_SHADING_LANGUAGE_VERSION: 4.60
GL_STENCIL_BITS: 8
GL_VENDOR: ATI Technologies Inc.
GL_VERSION: 4.6.0 Compatibility Profile Context 24.7.1.240618
GPUDeviceEnabled: false
OGLEnabled: true
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[GoldingD]

4 of 5

its an I9, not enough memory

Would that perhaps be a 13th or 14th Generation Raptor Lake Intel CPU?

If so, do you:

• Get a ""Out of Video memory error"?
• Notice CPU overheating
• Random Freezes (outside of LrC)
• Blue Screens of Death
• Have occasional failures to POST (i.e. not get past the BIOS start)
• Unexpected Reboots

[peters32064433]

It does sometimes run hot, but that is all. Only ever had 1 BSOD since I installed it 15 months ago.

Thanks

[GoldingD]

5 of 5, last one, I promise

In that screenshot where all those gray or blank grid view previews, filmstrip previews, Navigator, and Histogram panels are shown. I wonder if your LrC preferences file is corrupt. Have you considered resetting it? Did the Adobe Techs mention that?

Mind you, I just now noticed the three dots in the thumbnails, indicating an issue creating the previews.

[peters32064433]

No, they done clean installs so it was all wiped anyway, the grey boxes are because it crashes before even fully loading sometimes

Thanks

[Rikk Flohr: Photography]

Looking at your crash report, it appears you have two active GPUs in your system. 

I recommend disabling the GPU Intel(R) UHD Graphics 770 and using only your AMD Radeon RX 580.

Multiple GPUs - especially when one is woefully underpowered  - are a recipe for conflict. 

[peters32064433]

Not sure how the second one even came about have disabled it and see what happens

Thanks

[GoldingD]

Graphics Processor Info:
DirectX: AMD Radeon RX 580 2048SP (31.0.21916.2)
Init State: GPU for Export supported by default
User Preference: Auto
Enable HDR in Library: ON

So an AMD and LrC issues. including crashing. I do not think this older AMD is included but see the AMD Adrenalin Presets/Settings issue described in the following links. Apparently the AMD software was treating LrC as a game, applying some settings that were incorrect:

• https://www.reddit.com/r/radeon/comments/1ad69lg/lightroom_classic_crashing_on_the_latest_driver/
• https://community.adobe.com/t5/lightroom-classic-discussions/lightroom-classic-crashing-when-gpu-is-...

[GoldingD]

Built-in memory: 98075.8 MB

At first glance, that is such an not normal amount of RAM. But I take it, that you have 2 sticks at 48 GB each??

Now, I would think that if their was a RAM configuration issue, then problems would occur outside of LrC, not just in LrC. Those possible issues being non supported RAM on the Motherboard, and RAM in the wrong slots.

So just to check, the specific RAM you have, it does show up on  the computers (Motherboard) tech support site as supported?

And if their are four slots, for RAM, are you then inserting two sticks (or is my math wrong) and in what slots (some people stick them in adjoining slots, wrong, check the Motherboard manual)

[peters32064433]

Hi

Yes, 2 sticks of 48gb, only using 2 slots of 4 available and the motherboard thoroughly supports it and is visible on bios screen.

Lightroom Classis is the only software I have an issue with crashing, its a PC that was built just for picture editing.

[GoldingD]

DirectX: AMD Radeon RX 580 2048SP (31.0.21916.2)

Over at AMD Windows Store v31.0.21921.1000 is shown as current. Not much newer than the one you have, so probably not the issue, but you might want to check. Release notes do not address anything for Adobe much less LrC,

[peters32064433]

Will check it out

Many thanks