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Question

Lightroom Classic Crashes When Launch, Even In Different PCs!

Forum|Forum|1 year ago
January 3, 2025
6 replies
1084 views

My Lightroom Classic, newest version according to Creative Cloud, always crash when launch, I tried resetting preferences, resetting/moving catalog, nothing works, the program just keep crashing, even on different PCs (but same Windows 11 version).

This is a huge frustration because I deeply rely it during my creative works, now I can no longer do anything about my works.

Lightroom on my iPad works fine, so it's definitely not an account issue.

Sent countless report but no one contact me at all.

Anyone who can read the crash report?

Please help, I'm desperate.

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="22.0.0.202411120700_66319a4" clientVersion="22.0.0.202411120700_66319a4" applicationName="Adobe Lightroom Classic" applicationVersion="14.1.1" build="[202412150940-551fb044]" source="Windows-Client" crashType="n/a">
<time year="2025" month="1" day="3" hour="21" minute="51" second="24" timeoffset="480" timezone="ä¸å›½æ ‡å‡†æ—¶é—´" crsessionduration="7"/>
<user guid="5b49a170-c11d-4c75-8b71-9148313f2df8"/>
<system platform="Windows 11 Pro" osversion="11.0" osbuild="26100" applicationlanguage="en-us" userlanguage="zh-CN" oslanguage="zh-CN" ram="32435" machine="12th Gen Intel(R) Core(TM) i9-12900HX" model="Intel64 Family 6 Model 151 Stepping 2" cpuCount="24" cpuType="8664" cpuFreq="2496 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics" description="Intel(R) UHD Graphics" driverDate="20230222000000.000000-000" driverVersion="31.0.101.4146" videoModeDescription="2560 x 1440 x 4294967296 ç§é¢œè‰²" pnpDeviceID="PCI\VEN_8086&DEV_4688&SUBSYS_8A1A103C&REV_0C\3&11583659&0&10" installedDisplayDrivers="<>,igd10iumd64.dll,igd12umd64.dll"/>
<gpuinfo availability="Off Line" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce RTX 3080 Ti Laptop GPU" description="NVIDIA GeForce RTX 3080 Ti Laptop GPU" driverDate="20241203000000.000000-000" driverVersion="32.0.15.6636" videoModeDescription="" pnpDeviceID="PCI\VEN_10DE&DEV_2460&SUBSYS_8A1A103C&REV_A1\4&28EE07B3&0&0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x000000001D69C27B">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x000000001D69C27B" symbolname="AuthenticateLicense"/>
<stackStatement index="1" address="0x000000001D6AF4C2" symbolname="AuthenticateLicense"/>
<stackStatement index="2" address="0x000000001D69C506" symbolname="AuthenticateLicense"/>
<stackStatement index="3" address="0x00007FF9405F88A5" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="4" address="0x00007FF9405F4E41" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="5" address="0x00007FF9405F5030" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="6" address="0x00007FF9405F6806" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="7" address="0x00007FF9405F3251" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="8" address="0x00007FF9405ED35B" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="9" address="0x00007FF9405EBD82" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="10" address="0x00007FF9405D65F9" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="11" address="0x00007FF94053FD27" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="12" address="0x00007FF940538090" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="13" address="0x00007FF94051BCD4" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="14" address="0x00007FF940540FA3" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="15" address="0x00007FF9405469EC" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="16" address="0x00007FF9404F7C40" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="17" address="0x00007FF94050E3C8" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="18" address="0x00007FF94050D5F3" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="19" address="0x00007FF9404F8845" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="20" address="0x00007FF94050B1F4" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="21" address="0x00007FF9405198EE" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="22" address="0x00007FF9404F0949" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="23" address="0x00007FF940484E46" symbolname="adobe_c2pa_release_bytes"/>
<stackStatement index="24" address="0x00007FF9404BF6C8" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="25" address="0x00007FF9404BF563" symbolname="uniffi_rustbuffer_reserve"/>
<stackStatement index="26" address="0x00007FF9403DDE1C" symbolname="adobe_c2pa_d134_adobe_identity_data"/>
<stackStatement index="27" address="0x00007FF9403DED8B" symbolname="adobe_c2pa_d134_adobe_identity_data"/>
<stackStatement index="28" address="0x00007FF9403CBA17" symbolname="adobe_c2pa_d134_adobe_identity_data"/>
<stackStatement index="29" address="0x00007FF9403EE3F3" symbolname="adobe_c2pa_d134_adobe_identity_data"/>
<stackStatement index="30" address="0x00007FF9402FEC86" symbolname="unknown"/>
<stackStatement index="31" address="0x00007FF94040A070" symbolname="adobe_c2pa_connected_accounts"/>
<stackStatement index="32" address="0x000000002321DE97" symbolname="AgRedeye_load"/>
<stackStatement index="33" address="0x0000000023223915" symbolname="AgRedeye_load"/>
<stackStatement index="34" address="0x0000000023220802" symbolname="AgRedeye_load"/>
<stackStatement index="35" address="0x0000000022E4F15F" symbolname="AgPNGProviderWin::getTypeName"/>
<stackStatement index="36" address="0x00007FF9E74BEC8D" symbolname="lua_getstack"/>
<stackStatement index="37" address="0x00007FF9E74E1E5E" symbolname="luaopen_table"/>
<stackStatement index="38" address="0x00007FF9E74BFA74" symbolname="lua_resume"/>
<stackStatement index="39" address="0x00007FF9E7502BC9" symbolname="AgThrowProgramError"/>
<stackStatement index="40" address="0x00007FF9E74BFB1E" symbolname="lua_resume"/>
<stackStatement index="41" address="0x00007FF9E74B2123" symbolname="luaopen_base"/>
<stackStatement index="42" address="0x00007FF9E74BEC8D" symbolname="lua_getstack"/>
<stackStatement index="43" address="0x00007FF9E74E1E5E" symbolname="luaopen_table"/>
<stackStatement index="44" address="0x00007FF9E74BFA74" symbolname="lua_resume"/>
<stackStatement index="45" address="0x00007FF9E7502BC9" symbolname="AgThrowProgramError"/>
<stackStatement index="46" address="0x00007FF9E74BFB1E" symbolname="lua_resume"/>
<stackStatement index="47" address="0x00007FF9E74B2123" symbolname="luaopen_base"/>
<stackStatement index="48" address="0x00007FF9E74BEC8D" symbolname="lua_getstack"/>
<stackStatement index="49" address="0x00007FF9E74BFA65" symbolname="lua_resume"/>
<stackStatement index="50" address="0x00007FF9E750E489" symbolname="AgLua_callWithAutoReleasePool"/>
<stackStatement index="51" address="0x00007FF9E74BEC8D" symbolname="lua_getstack"/>
<stackStatement index="52" address="0x00007FF9E74E1E5E" symbolname="luaopen_table"/>
<stackStatement index="53" address="0x00007FF9E74BFA74" symbolname="lua_resume"/>
<stackStatement index="54" address="0x00007FF9E7502BC9" symbolname="AgThrowProgramError"/>
<stackStatement index="55" address="0x00007FF9E74BFB1E" symbolname="lua_resume"/>
<stackStatement index="56" address="0x00007FF9E74ACF70" symbolname="lua_pcall"/>
<stackStatement index="57" address="0x00007FF97BA817BF" symbolname="AgMainThreadAction_trigger"/>
<stackStatement index="58" address="0x00007FF9F6F3E8D7" symbolname="BaseThreadInitThunk"/>
<stackStatement index="59" address="0x00007FF9F8A3FBCC" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x000000000000F600"/>
<register name="RBX" value="0x0000000000001D08"/>
<register name="RCX" value="0x000000000000182C"/>
<register name="RDX" value="0x0000000000000002"/>
<register name="RSI" value="0x000000003977C670"/>
<register name="RDI" value="0x0000000000000002"/>
<register name="RSP" value="0x0000000039D74620"/>
<register name="RBP" value="0x0000000039D74750"/>
<register name="RIP" value="0x000000001D69C27B"/>
<register name="EFL" value="0x0000000000010287"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

</hbLogSessionDllStatus>
</crash>

<sessionId>
5ea43c63-d5c5-4527-a6eb-ea1dfbcc8eec
</sessionId>
<dunamisConfigGuid>
b521ffc8-5267-46ac-bf6b-51b6a798b840
</dunamisConfigGuid>
<imsUserGuid>
C8891E65668E9F260A495C36@23421e45667f1f0f495c4b.e
</imsUserGuid>
</crashreport>

Others

JustAHobby

Participant

Only Adobe fully knows the ins and outs of their crash report. By no means an expert here, but one thing stands out:

In the </gpu> section the RTX 3080 is "Off Line" while the Intel UHD is "Running/Full Power". And the crash is reported immediately following the </gpu> section.

So conceivably Lightroom sees the RTX 3080 as defective (hardware or driver), Lightroom falls back to the integrated Intel UHD, but then fails because the UHD only has 1 GB and Lightroom's specs call for a minimum of 2 GB.

Maybe make sure your RTX 3080 driver is up to date. You might also see if Nvidia has a utility available to test the RTX 3080 hardware.

GoldingD

Legend

<system platform="Windows 11 Pro" osversion="11.0" osbuild="26100" applicationlanguage="en-us" userlanguage="zh-CN" oslanguage="zh-CN" ram="32435" machine="12th Gen Intel(R) Core(TM) i9-12900HX" model="Intel64 Family 6 Model 151 Stepping 2" cpuCount="24" cpuType="8664" cpuFreq="2496 MHz" processorArchitecture="9"/>

<gpuinfo availability="Off Line" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce RTX 3080 Ti Laptop GPU" description="NVIDIA GeForce RTX 3080 Ti Laptop GPU" driverDate="20241203000000.000000-000" driverVersion="32.0.15.6636" videoModeDescription="" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_2460&#38;SUBSYS_8A1A103C&#38;REV_A1&#92;4&#38;28EE07B3&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>

So an NVIDIA RTX 3080 Ti (Laptop) with driver v566.36, on Windows 11 Pro, build 26100 (i.e. v 24H2). That would be the latest GPPU driver (not sure if Studio or Game Ready, as both have the same driver version assigned at this time)

My concern is the apparent status of Off Line for your GPU in (apparently) LrC.

Have you attempted a simple Windows Restart (not a Shutdown, but a Restart) to see if something is stuck in the KERNAL, that a restart may clear?

You may also want to consider a reinstall of your GPU driver, make sure it is the Studio version, and select a custom install as to force a clean install.

Ohhhh, a point to be had as apparently you have a laptop. Are you running that laptop on battery power only. Is the battery getting low? The laptop my have disabled the GPU in lieu of using the Integrated Video Control (Intel).

Chow352306132y7zzAuthor

Participating Frequently

Eventually make it work by downgrade Lightroom Classic to version 13.5.1, every 14. version crashed, any idea?

GoldingD

Legend

Contact Adobe. This via a Chat. Before doing so, prepare your notes and information ahead of time as to be more efficient in communicating. Your info that you have posted in your Discussion is a start for the description, and probably have a copy of your LrC /Help/System Info/ as a text document on hand, so that you can paste or attach that into the chat.

To accomplish the Chat, bring up an Adobe webpage, and click on the Chat button. (see image below) This will start a Chat. At first the Chat will be with a chatbot, Typing “Agent” into the chat text field will bypass the initial chatbot. If an agent does not enter the chat then be assertive in requesting an actual Adobe Tech join in the chat.

In the Chat include (as mentioned above) a description of the issue, and probably your System Info. And include a link to your discussion.

You may want to ask for a phone call.

And please keep notes so that you can share them in your post for others to see.

For example, bring up:

https://helpx.adobe.com/contact.html

and click on the Chat button, typically found in bottom right corner

GoldingD

Legend

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x000000001D69C27B">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x000000001D69C27B" symbolname="AuthenticateLicense"/>

My first hunch

Bring up your Adobe Creative Cloud Desktop App and sign out. Then sign back in and pay attention to any errors or notifications that might come up.

Chow352306132y7zzAuthor

Participating Frequently

Thank you very much! I'll try this.

dj_paige

Legend

Try updating to the latest driver for your GPU.

Everytime after I reset the preferences, although the crash pop-up still come up, the 'first-use welcome interface window' pops up afterwards.

Not weird at all, this is what I would expect.

... except there's a crash report window out there.

I don't know what you mean by this.

Chow352306132y7zzAuthor

Participating Frequently

Thank you very much for reply, it is the latest GPU version.

And I mean, after resetting preference, although the crash report still pops up, the app can properly run after the welcome tutorial pops up, as long as I ignore the crash report pop-up and let it be there.

kglad

Community Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from cc desktop bugs">

Chow352306132y7zzAuthor

Participating Frequently

Oh, and there's something really weird I forgot to mention.

Everytime after I reset the preferences, although the crash pop-up still come up, the 'first-use welcome interface window' pops up afterwards. Very strangely, in this situation, I was able to do everything with Lightroom, like it's totally normal, except there's a crash report window out there.

This doesn't make any sense to me.

Anyone have any idea?

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