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Experiencing crashes within 1-2 minutes in LrC

Explorer ,
Jan 16, 2024 Jan 16, 2024

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Ever since upgrading to a new PC, I have been unable to run LrC for more than 2 minutes before the program crashes with no indication of it happening. I've tried searching through every forum available on the web and couldn't find a solution to my issue. So far, I've attempted the following:

-Uninstall, then reinstalling the latest LrC update (13.1)
-Doing a fresh reinstall of CC desktop + LrC
-Resetting preferences
-Update Windows and any other relevant drivers, including the GPU
-Disable the GPU
-Optimise my catalog + create a new catalog
-Restarting my PC multiple times
-Gave remote access to an agent which didn't solve the problem

I have a RTX 4080, 32 GB RAM, Ryzen 9 7950x3D, so I do not think this should be a hardware issue unless I'm mistaken. One thing to note was that I did have Kernel-Power 41 issue prior but I believe I have fixed it. Any help would be greatly appreciated, as I urgently need this for my work! Many thanks

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correct answers 1 Correct answer

LEGEND , Jan 16, 2024 Jan 16, 2024

License: Unknown

 

ohhh, now that may be an issue with your copy of the Adobe Creative Cloud Desktop App aka Creative Cloud. Is it running (by default it should be, in background) and are you signed in?

 

I see that you are new to the community, but are you new to LrC? (I will include a bit of Creative Cloud knowledge at the bottom of this reply)

 

If you are in fact signed in, then go ahead and sign out, count to ten, then sign back in. Keep an eye out for any notifications. Then try LrC again.

 

If yo

...

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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Restarting my PC multiple times

A restart, not a shutdown, correct?

Their is an important difference on Windows.

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Explorer ,
Jan 16, 2024 Jan 16, 2024

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I have performed both actually. I did a full shut down thinking it was a PSU and RAM problem so I had to access the internals of my computer before booting my PC back up

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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Explorer ,
Jan 16, 2024 Jan 16, 2024

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I can't remember what I did exactly to solve this issue as I just ran through the list of possible solutions until the error finally disappeared. Although I should also state that Windows did not actually crash on me whatsoever, nor did I experience any performance issues with the OS itself (as far as I'm aware at least), it was only LrC that was crashing without providing a crash log 

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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When that event occurred, Did you perhaps have the Back Screen of Death?

 

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Explorer ,
Jan 16, 2024 Jan 16, 2024

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Not at all. Every program other than LrC worked fine

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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I see the moderator moved the post, To be expected Moving on.

 

"Update Windows and any other relevant drivers, including the GPU"

 

I assume you got the GPU driver from NVIDIA or AMD depending on GPU. But what about the Motherboard related drivers?

 

Did you get those from the Motherboard or perhaps computer mfg? (recommended) or via Windows Update/Advanced (not recommended)?

 

And if you bring up your Device manager in Windows, are any issues indicated?

 

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Explorer ,
Jan 16, 2024 Jan 16, 2024

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That's right, it's an NVIDIA graphics driver running on the latest studio driver firmware. As for my motherboard, I retrieved all of its software and respective software from the dedicated manufacturer's website, GIGABYTE. I have all of the recommended drivers installed other than some bloatware like Norton.

I've had a quick scan at my device manager list and all components are listed as working properly

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Explorer ,
Jan 16, 2024 Jan 16, 2024

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Respective drivers*

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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At this point, more than a bit stumped. I know another member has a similar issue, also stumped. Really hoping for another member reply. I will ask for the following, and I suspect another member would do the same. Just in case something shows up as an ohhh moment.

 

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.

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Explorer ,
Jan 16, 2024 Jan 16, 2024

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Lightroom Classic version: 13.1 [ 202312111226-41a494e8 ]
License: Unknown
Language setting: en
Operating system: Windows 10 - Home Premium Edition
Version: 10.0.19045
Application architecture: x64
System architecture: x64
Logical processor count: 24
Processor speed: 4.3GHz
SqLite Version: 3.36.0
CPU Utilisation: 0.0%
Built-in memory: 31893.3 MB
Dedicated GPU memory used by Lightroom: 74.5MB / 16064.0MB (0%)
Real memory available to Lightroom: 31893.3 MB
Real memory used by Lightroom: 751.9 MB (2.3%)
Virtual memory used by Lightroom: 778.3 MB
GDI objects count: 699
USER objects count: 2198
Process handles count: 2322
Memory cache size: 8.5MB
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: 1MB / 15946MB (0%)
Camera Raw real memory: 2MB / 31893MB (0%)
System DPI setting: 96 DPI
Desktop composition enabled: Yes
Standard Preview Size: 2560 pixels
Displays: 1) 2560x1440
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 4080 (31.0.15.4633)
Init State: GPU for Export supported by default
User Preference: GPU for Image Processing Enabled
 
Application folder: C:\Program Files\Adobe\Adobe Lightroom Classic
Library Path: C:\Users\Boris\Pictures\Lightroom\Lightroom Catalog-v13-2.lrcat
Settings Folder: C:\Users\Boris\AppData\Roaming\Adobe\Lightroom
 
Installed Plugins: 
1) AdobeStock
2) Flickr
3) Nikon Tether Plugin

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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License: Unknown

 

ohhh, now that may be an issue with your copy of the Adobe Creative Cloud Desktop App aka Creative Cloud. Is it running (by default it should be, in background) and are you signed in?

 

I see that you are new to the community, but are you new to LrC? (I will include a bit of Creative Cloud knowledge at the bottom of this reply)

 

If you are in fact signed in, then go ahead and sign out, count to ten, then sign back in. Keep an eye out for any notifications. Then try LrC again.

 

If you are signed out, then I am surprised that you could bring up LrC, and not get a message about logging in, and then get that bit off info in system info.

 

Now, I notice that you attempted an uninstall then a reinstall (I assume LrC). Occasionally Adobe, or more often members in this forum, recommend seeing what will happen if you uninstall the Adobe Creative Cloud Desktop App. Mind you normally when they are having connectivity issues like unable to connect to server. Wondering if you tried that. This involves a small bit of software to download from Adobe.

 

Also, on the subject of uninstall/reinstall, normally that solves nothing, but sometimes when that is actually called for, the simple uninstall via the Adobe Creative Cloud Desktop App is not enough and a Adobe app called the Adobe Creative Cloud Cleanup Tool is required (it basically can remove every bit of Adobe) also acquired via Adobe on the web.

 

___________________________________________________________________________________

About the Adobe Creative Cloud Desktop App aka Creative Cloud. As you know it is used to install the various applications. But some do not know the complete use of that small app. A partial summary is as follows:

 

ACCDA used for:

  • Installing the various applications like PS, Lr, LrC, etc
  • Uninstalling the apps (but a simple uninstall, not a absolute complete uninstall Some things get ignored)
  • Updating the apps
  • Upgrading the Apps
  • Checking accreditation of the service (are your payments up to date) about every 30 days depending monthly or yearly
  • Activating the apps (when you sign in)
  • Deactivating the apps (if you sign out)
  • Installing extras
  • installing Fonts
  • others

 

Generally their is no reason to sign out. And note that as long as you are signed in, it will not matter if you have Internet access or not, The apps will still work, just do not sign out. Normally the only reason to sign out (then sign back in) is to force an accreditation check while you have the Internet before going on a long photo trip without the Internet, should the 30 day period plus some grace period occur.

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Explorer ,
Jan 16, 2024 Jan 16, 2024

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Okay, so several things:

By default, the CC Desktop app automatically runs once I've logged into my computer and it does sign me in... eventually. The reason I said eventually was because the desktop app takes forever to initialise, often giving me the prompt to relaunch the app or restart the computer, which, might I add, never works anyway. Regardless, the CC Desktop app does log me in after several long minutes of waiting. 

While I may be new to the community I've been using various Adobe programs including Lightroom Classic since 2016, so this issue is entirely new to me. And I do have a valid and recurring plan with Adobe.

During my remote session with an agent, they did run the Creative Cloud Cleanup Tool and wiped everything clean associated with Adobe. 2 times in fact, until the agent gave up and said to contact them again if the problem persists. 

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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Hmm. so Adobe did attempt a decent try. (Not all of us are happy with Adobe support, apparently outsourced).

 

And you have some issues with the Adobe Creative Cloud Desktop App (ACCDA) . Did they work on that?

 

On my computer, and laptop, and before I replaced it, a previous MACBOOK, that app would eventually start, but it was not an issue with the app, just with the start order of all the various bits automatically starting (for some reason on the MACBook, it was last). I would not state forever, more like, start the computer, go and fill my coffee cup, come back, and it is working. And it is signed in just as I left it in a previous session. And it never asks me to log back in, or sign back in, unless I intentionally signed out.

 

So, wondering about that ACCDA.

 

The Adobe documentation on removing then installing it is at:

 

https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

 

the document makes some mention about removing the various apps, I think that bit is a poorly written, perhaps misleading. I suspect that if you are trying to fix the ACCDA as opposed to the individual Apps (as in the problem is the ACCDA) that it is incorrect.

 

Naturally after removing the ACCDA you will need to reinstall a fresh new copy. If you already have a copy in your downloads folder, I would ignore that and get a new copy.

 

https://creativecloud.adobe.com/apps/download/creative-cloud?locale=en (other locations exist)

 

Oh, and I thing the Adobe Creative Cloud Cleaner Tool, does not deal with ACCDA.

 

/Followup/ you may want to view:

https://helpx.adobe.com/creative-cloud/kb/creative-cloud-app-doesnt-open.html

it appears to mention your ACCDA issue, and at the end talks about removal/reinstall.

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Explorer ,
Jan 17, 2024 Jan 17, 2024

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I'll try the possible solution you've listed above. 

I'm not sure if this is related to my issue but I think you might be on to something with regards to cloud syncing. On the desktop app I'm always met with a "Library sync error" message, which only temporarily fixed the issue when you instructed me to sign out and then sign back in again. However this morning as it automatically signed me in, I received the same error message.

The same could be said on LrC; I'm always greeted with a "Trying to connect with server" message. You can see from the attached image that it says my Adobe ID is not signed in, but clicking on the renew button did nothing either. When I go to the more account info online it does say I am signed in with an active adobe subscription plan. So what does this all mean and how does it, if at all, relate to the crashing issues I'm experiencing with LrC????

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LEGEND ,
Jan 17, 2024 Jan 17, 2024

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later, you may also want to look at the following link (although I suspect this is not it, as you clearly can connect to a  Adobe server) But a few test may be appropriate.

https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

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Explorer ,
Jan 20, 2024 Jan 20, 2024

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Turns out that the license unknown was the culprit after all. I wish I could tell you how many times I tried to force sign out either through LrC itself or from the desktop app but with very little success until I finally lucked out today.

As far as I think I understand it, Adobe is able to detect whether you're running a legit copy of an adobe program through its licensing detection. If it senses that you're running a pirated or illegitimate version of its software (thus, license: unknown), it will do what it can to prevent you from using their programs, forcibly shutting down the software before you can even have the chance to use it.

The issue arises when I need to be able to get into the software so that I can sign out and then sign back in to tell Adobe that I do, in fact, have a proper license to use their apps. But by the time I reach to that 'sign out' window, the detection kicks in and force quits LrC before I'm even successfully signed out, effectively preventing me to do the very thing that I want it to do!

By some miracle today, the detection took a little longer than usual to force quit LrC on me, which gave me juuust enough time to sign out properly again before signing back in shortly afterwards.  It was finally able to detect that I had a CC license which immediately stopped the crashes from happening.

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LEGEND ,
Jan 20, 2024 Jan 20, 2024

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LATEST

Actually I do not think that was the situation, not an accreditation problem, but some communication problem over the Internet. A hickup.

 

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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P.S. I take it that when the LrC failure occurs, that their is noting in the Windows Event Viewer????

Might not be listed as critical.

 

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Explorer ,
Jan 16, 2024 Jan 16, 2024

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I've managed to capture this just now on the Events Viewer. You can see in its description to check Security and Maintenance from the control panel, with which it did not detect any errors and suggested to perform a Windows recovery anyway

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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When you contacted Adobe, did they look at that? And have you searched the community on that. You may want to give that a try.

 

Time to sign off

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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And from some completely unrelated discussion. Adobe asked some members to share some logs. I do not know how to view them, and I think they are created upon LrC  start, deleted upon proper LrC close, but remain after LrC crash or improper close.

 

Location is????"

 

%appdata%/Adobe/CameraRaw/Logs

%appdata%/Adobe/CameraRaw/Logs. 

 

I do not know if they will give a clue. And if you did not get a crash notice, I do not know if they will exist. Their would be different files for different dates.

 

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LEGEND ,
Jan 16, 2024 Jan 16, 2024

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Contributor ,
Jan 17, 2024 Jan 17, 2024

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I have the same problem since the update to LrC 13.x.x. I've tried different versions and always had to set back to 12.5. 😞 The crashes are completely random. Partly I have to do multiple starts, since LrC crashes during startup, sometimes it's while working, sometimes it's while LrC is just sittinmg in the backgriound, because I am doing something else.. 😞

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