Lightroom classic cc wont open

[INEZFRANCIS]

For some reason my lightroom classic cc will no longer open, my photoshop will. I have signed out of creative cloud, which did nothing and I have also reset preferences.  I have a huge amount of work to do and desperately need to get it to open again.

Thanks

[cmgap]

Can you be more descriptive? Are you opening from the Creative Cloud Manager or from the dock? What happens when you try to open Lr? Do you get the Welcome screen? Are you seeing any error messages? Have you updated Lr to v8?

[INEZFRANCIS]

I'm trying to open it from my pc, desktop same as always. All that happens is the little blue circle spins a few times. I've since spent about 3 hours via online chat and remote access with adobe help, they could not help me. Everything has been updated and still nothing. They told me my Microsoft account was corrupt, but I have been told by Microsoft that this isn't possible.

[GoldingD]

Have you tried a cold boot of the PC?

[INEZFRANCIS]

Thanks David, whats a Cold boot? I've restarted about 100 times, is a cold boot different?

[GoldingD]

A cold boot is when you shut the PC down resulting in it turning off. A restart is a warm boot. You want to shut the PC down, so that anything in memory is lost.

[INEZFRANCIS]

No still not working

[Smit K]

Hi INEZFRANCIS​,

Could you share the a screenshot for the dialog that you are seeing? Could you try launching Lightroom Classic aftter signing-out from Creative Cloud and signing-in again?

Also, could you share which Windows are you using and your OS language?

Could you also confirm if you are using Lightroom Classic 8.0?

Thanks,
Smit Keniya
Lightroom Classic CC Team

[INEZFRANCIS]

Hi,

There is no error message, just the little blue circle for a few seconds. Windows 10, Classic CC is all updated.  Nothing happens when I try and open it while I'm logged out, same as when Im logged in.  Can I ask what is OS language?

Thank you

[AxelMatt]

Have you (or the support) tried to deactivate the GPU support?

Adobe Lightroom GPU Troubleshooting and FAQ

In your case (LR doesn't start) you have to deactivate the GPU accceleration manually as described in section "Solution 2".

"They told me my Microsoft account was corrupt, but I have been told by Microsoft that this isn't possible."

That is not necessarily impossible. I have in my firm several cases the the Windows account was corrupt.

Please create a new temporarely Windows user with admin rights and check Lightroom under this account and check if it's work.

[INEZFRANCIS]

Thank you I will have a look into the first option, the did create an additional admin account for me, I can open lightroom in the admin account, but all the colours are out of wack.

[AxelMatt]

INEZFRANCIS  schrieb

..., the did create an additional admin account for me, I can open lightroom in the admin account, but all the colours are out of wack.

In my opinion that's a sign that the profile is corrupt.

[INEZFRANCIS]

Hmm ok thanks Axel, I think I will head to the computer shop in the morning. I will try Microsoft again before I do.

[GoldingD]

If you  have not already gone to the computer nerds for repair, and that is a very good idea, then a few things to look at (the nerds will probably do this). Oh, and windows profiles can get corrupted, but your issue is probably in the windows registry (we will not go deep into that, registry repair by non nerds either needs registry repair/maintenance software or very very good knowledge on what you are doing and a acceptance to take responsibility if it goes very wrong), moving on.

1. Probably best if you re-do your cold boot before doing the fowling snooping.

SYMPTOMS IN PROCESSES/APPS RUNNING

2. After the PC starts, do not at first launch Adobe Photoshop Lightroom Classic. Lets do an initial step.

3. At the same time press the following keyboard keys:

CTRL  ALT  DELETE

The taskbar will come up, click on Task Manager. If it is not by default already selected, select the Processes tab. Pay attention to the Apps. Is "Adobe Photoshop Lightroom Classic" stated as running? Should not be yet. If it is, then click on it as to select it, then right click and select End Task

While still in the Task Manager, go to the tab  Details and see if Lightroom.exe is listed as running. It should not at this point.

4. Close the task manager, sometimes it does not take refreshes very efficiently and you may be happier relaunching it instead when called for. Now go and attempt to launch Lightroom, while it fails (I assume) go back to the Task Manager, see that only one instance of  "Adobe Photoshop Lightroom Classic" is running under Processes/Apps, and only one instance of Lightroom.exe appears in Details. If more than one is running, again end those task, repeat and see if the issue reoccurs.

If this is happening, get to that store, let them know, and they will fix.

By the way, have a fresh memory of your Adobe login when you go to the store, they might in the end have you login to reload a fresh copy of LR.

SYMPTOMS IN EVENTS

5. Moving on. On your screen, bottom left,the windows icon that you might normally left click to bring up applications, right click on it, left click on Event Viewer. Wait for the summary to populate. do not get all tied up in Oh my gosh, issues, lots of reasons for issues to be represented in these logs, not all are the end of the world. Now over on the left, note the item "Windows Logs", click on it,Click on Application. Note any error, those today, probably in the last hour or less. See if any relate to Lightroom (note application path). This might give a clue, might not, might be all in nerd speak.

Re-post any error from that log.\

[GoldingD]

In the end, I suspect the computer nerds will uninstall Lightroom, then they will go into Windows Settings/Apps, remove any older instances of Lightroom (these might not be actual full copies, but just bits of Lightroom). Then they may go to Windows Explorer and look for directories with Lightroom files (not your catalogs)  and delete them. They will probably then go into the windows registry (this is not for non technical capable users) and look for any stray instances of Lightroom that various updates left behind (they should not have). An then  reinstall Lightroom (be sure they understand the difference between LR and LR classic)

Note that EXCEPT FOR THE REGISTRY PART do some of that yourshelf. You can remove Lightroom and older copies of Lightroom. Remember the proper way to uninstall Lightroom is via the Creative Cloud Desktop Application, go to the apps tab, click on not the open button, but the arrow next to it, select manage, etc.)

WARNING: Please have a backup of your catalog(s) on an external hard drive, kept at home.

WARNING/BE AWARE. The processes above may foul up Lightrooms handling of any plugins you have installed, and any third party or user created presets. They probably still exist, they just may be in a location that the newer copy does not look for (Adobe appears to love tweaking this, especially for Photoshop). All fixable, Plugins easiest by reinstalling, Presets by Moving location, or just importing again.