Lightroom Classic crashes intermittently when cropping

[johnm59973136]

For the past 6 months or so LR Classic has been crashing on my desktop intermiitently when I crop dng files (which are large, source is a Nikon Z9).  This happens about once per 25 attempts and is not reproducible - i.e. it will crash for an image and then after restarting LR it will work for that same image.

I have the very latest drivers for my graphics card, an RTX6030.  I have done updates for LR and Windows. Nothing helps.  All other operations work fine. E.g. denoising using the graphics card works fine, etc.

Here is the System Info:

Lightroom Classic version: 13.1 [ 202312111226-41a494e8 ]

License: Creative Cloud

Language setting: en

Operating system: Windows 11 - Business Edition

Version: 11.0.22621

Application architecture: x64

System architecture: x64

Logical processor count: 20

Processor speed: 3.6GHz

SqLite Version: 3.36.0

CPU Utilisation: 2.0%

Built-in memory: 32577.7 MB

Dedicated GPU memory used by Lightroom: 8068.8MB / 12115.0MB (66%)

Real memory available to Lightroom: 32577.7 MB

Real memory used by Lightroom: 1494.6 MB (4.5%)

Virtual memory used by Lightroom: 18119.8 MB

GDI objects count: 1069

USER objects count: 3314

Process handles count: 15680

Memory cache size: 2364.2MB

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: 2419MB / 16288MB (14%)

Camera Raw real memory: 2511MB / 32577MB (7%)

System DPI setting: 144 DPI (high DPI mode)

Desktop composition enabled: Yes

Standard Preview Size: 1440 pixels

Displays: 1) 1920x1080, 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 3060 (31.0.15.5123)

Init State: GPU for Export supported by default

User Preference: Auto

Application folder: C:\Program Files\Adobe\Adobe Lightroom Classic

Library Path: J:\Lightroom\MainCatalog\catalog\catalog-2-2-v13.lrcat

Settings Folder: C:\Users\john\AppData\Roaming\Adobe\Lightroom

Installed Plugins: 

1) AdobeStock

2) Nikon Tether Plugin

3) Plugin Parameters

4) Topaz Photo AI

Config.lua flags: None

Adapter #1: Vendor : 10de

Device : 2504

Subsystem : 88101043

Revision : a1

Video Memory : 12115

Adapter #2: Vendor : 1414

Device : 8c

Subsystem : 0

Revision : 0

Video Memory : 0

AudioDeviceIOBlockSize: 1024

AudioDeviceName: $$$/dvaaudiodevice/SystemDefaultAndEffectiveDeviceName=System Default - Speakers (3- Logitech USB Headset H340)#{comment}DVAAU-4201250: Open the audio hardware preferences page.

AudioDeviceNumberOfChannels: 2

AudioDeviceSampleRate: 44100

Build: LR5x120

Direct2DEnabled: false

GL_ACCUM_ALPHA_BITS: 16

GL_ACCUM_BLUE_BITS: 16

GL_ACCUM_GREEN_BITS: 16

GL_ACCUM_RED_BITS: 16

GL_ALPHA_BITS: 0

GL_BLUE_BITS: 8

GL_DEPTH_BITS: 24

GL_GREEN_BITS: 8

GL_MAX_3D_TEXTURE_SIZE: 16384

GL_MAX_TEXTURE_SIZE: 32768

GL_MAX_TEXTURE_UNITS: 4

GL_MAX_VIEWPORT_DIMS: 32768,32768

GL_RED_BITS: 8

GL_RENDERER: NVIDIA GeForce RTX 3060/PCIe/SSE2

GL_SHADING_LANGUAGE_VERSION: 4.60 NVIDIA

GL_STENCIL_BITS: 8

GL_VENDOR: NVIDIA Corporation

GL_VERSION: 4.6.0 NVIDIA 551.23

GPUDeviceEnabled: false

OGLEnabled: true

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[johnm59973136]

Is it possible to configure LR to generate a dump next time it happens instead of displaying that dialog that blames it on the graphics card? So Adobe can see the stack trace, etc to better grok what's happening.

[GoldingD]

Is it possible to configure LR to generate a dump next time it happens instead of displaying that dialog that blames it on the graphics card? So Adobe can see the stack trace, etc to better grok what's happening.

By @johnm59973136

Do you have a screenshot of that error message? Can you repeat?

Perhaps something like:

or perhaps:

And as to that Adobe crash report dialog,  Rikk Flohr was inquiring about, you received something like thus, correct?

[johnm59973136]

Attached is the dialog I get when it crashes. Also attached is the list of Adobe processes running when it happens. The "Adobe Crash Reporter Service" runs for over a minute while LR is non-responsive. Am I correct in assuming that this is gathering crash information and sending it up to Adobe? 
The link in the dialog is this: Lightroom Classic crashes on Windows (adobe.com)

[GoldingD]

1. When you click on that button "click here" you then get info about the GPU? Do you have a screenshot of that.

Oh is that link, that I will include below what shows up?

https://helpx.adobe.com/lightroom-classic/kb/crash-gpu-directx-enabled.html

2. When LrC crashes, and when the crash processor acts upon that, you may get a Error Report screen to show up, the last one in my previous reply.

You fill that out, you include your e-mail address (same e-mail address you use to sign in to Adobe with) and you send that on to Adobe. I do not think the crash processor automatically flags Adobe to look at it. And apparently, not all crashes trigger the error screen to show up

If you get that screen, when filling the info about what you were doing, include a link to your discussion, that might help.

Now, as to that error screen for the crash not showing up, read the following link, you might have an option turned off

https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html

[johnm59973136]

Yes, when I click "click here" I just get that link to the Adobe web page.

I used to get the dialog about sending the error report, but I haven't seen it in ~months. Now I repeatedly just get the link to the web page. Is there any way to configure LR to show the error report dialog? Or is there any way to collect the error report data on my computer?

[GoldingD]

In the link I included in the reply above

https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html

For MACOS and for Windows, their are instructions on how to enable that dialog. For Windows, basically you use REGEDIT to make sure a value is set. (instruction actually tells you how to set it without entering the registry)

I am sure a user would have answered a prompt for this to have been changed to Never Ask. Probably something like Click here to never ask again.

Entering REGEIDIIT is not for the novice on computer management. Small text scripts to alter the registry is usually safe.

Looks like Adobe wants the value to be 0.  If you simply view the registry, and look for that key, and it is set to 0, than probably nothing to do.

And once again, If you are not comfortable with looking around in the registry, then Don't.  One error, and your computer is a mess. Looking Ok, Editing and saving, careful...

When you contact an Adobe Tech, they may in fact remotely look at this.

[johnm59973136]

Thank you! Will try that and hopefully capture a crash.

[johnm59973136]

I've been notified by Adobe that my case is to be closed. But the probem persists. The diagnosis by Rikk Flohr is "The crash report from today indicates a problem with your nVidia card's driver. "

I have the very latest drivers from Nvidia with a clean install, and the problem persists.

So what am I to do?  Buy another video card? I've already done that for a prior problem I had with LR. I have a modern, common video card (RTX3060) which is well above the performance requirements specifed by Adobe.  Adobe apparently will not open a case with NVidea about this "problem with driver", nor will it provide me will sufficient information to open a case myself.

I've been a loyal, paying customer for many years. Surely Adobe owes it's users some recourse beyond "tough luck sucker".

[Rikk Flohr: Photography · Accepted solution]

@johnm59973136 
My recommendation is to contact nVidia and report the crash. Even though you have the latest driver and a clean install, that does not mean the driver is still at issue.  There is always the possibility the card is defective, but I doubt that. 

You should have the Crash Report in your system that you can use to refer to your issue. 
I see that you made a request earlier for a Stack Trace. If you cannot find the local crash report,  the Unique Stack ID reported is 70833915 

To be clear:

Engineering (not Rikk Flohr) has diagnosed and advised that this crash mode is due to an Nvidia GDS crash, and the help doc that refers to this issue is https://helpx.adobe.com/lightroom-classic/kb/crash-gpu-directx-enabled.html.
Which, based on this thread, it looks like it exhausts your options save for disabling the GPU. 

No one has said, " Adobe apparently will not open a case with NVidea about this "problem with driver","
No one has said, "nor will it provide me will sufficient information to open a case myself."
No one has said, "tough luck sucker"

I understand you are upset with your inability to use Lightroom as you expect to, but Adobe can only be responsible for its software and must cede some concerns to other software, hardware, OS, platform, and, ultimately, the individual customer. 

Other areas you might explore (but I am betting on an updated driver from nVidia):

• Over-clocking software
• Screen Resolution and Scaling
• Device driver conflicts for mice/tablets and other pointing devices
• Conflicts with other software.

I wish you success in resolving your issue. 

[johnm59973136]

Doing a "clean install" of the very same driver I've had the crash with seems to have fixed the problem. 

Thanks for your help and sorry for the rant.

[jeffm69483393]

JohnM, I have also had continual crashes (when moving from one image to another, in develop module) with LrC any version 13.xx. The only way I can get any editing work done is to revert to LrC version 12.51.
The help I have received on this Adobe Community board has led me to a "ntdll.dll" error. The suggested corrections offered here have not helped ... all I get is "not an Adobe issue".

LrC all versions 13.xx is the only app that crashes.
No other applications crash on my system, none.

LrC 12.51 does NOT crash.

I wish that Adobe support would point to a solution.
Feeling stranded … as I continue to pay for my subscription.

[jeffm69483393]

Sorry Rikk, I was replying to John. Just getting frustrated in my attempts to run LrC version 13.xx since last October.

My last few days of trying to run v13 ... still crashes.

Getting ready to revert to 12.51 again.

[yamato7]

I have experienced crashes caused by overclocking tools, system monitoring tools, etc.
Check to see if you are using any of these tools.