Inspiring

Frage

Lightroom will not open(MAC OS Mojave)

Forum|Forum|7 years ago
September 25, 2018
2 Antworten
13688 Ansichten

I have been unable to open LR for two days, looking for help on what to try next before doing an online support remote session with Adobe.

Before MacOS Mojave Update LR (current version) when double clicking, splash screen would appear for a few moments, then the app crashed

Tried starting up from backup catalog, same result

After Mojave update Adobe Creative Cloud launcher gave me a dialog saying something was damaged and it would attempt a repair, the launcher then installed a fresh copy of itself. I restarted, same results from LR.

Using the Adobe Launcher, I uninstalled LR, restarted and installed a fresh copy. (I saved the prefs, perhaps that is the issue?) and LR still had the same crashing, though now the splash screen does not even appear, when I try to start LR, it bounces in the dock once or twice and crashes.

Photoshop CC runs fine.

Thanks very much to the community for ideas on next steps.

Henry

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D Fosse

Community Expert

I suspect unchecking "use graphics processor" in Preferences might fix it - but you can't get to the preferences...anyone know of a back door? This is a quite frequent occurrence in ACR, but there you can access the preferences from the outside, through Bridge or Photoshop.

silsurf@me.comAutor

Inspiring

I haven't had the "use graphics processor" radio box checked in years, so unless it got checked without me knowing, I dont think it is that. To be honest I am glad I am not the only one having this issue right now.

I will probably have another remote session this evening, but based on what has happened so far, I dont have a lot of confidence that it will be resolved. Its a shame as I am being quite patient, but there is a project I would like to finish and just cant get to it at the moment.

-Henry

Akash Sharma

Legend

Hi Henry,

Sorry that you cannot open Lightroom Classic CC after you've updated to MAC OS Mojave.

Could you please refer our compatibility FAQ page here: Adobe Creative Cloud apps and macOS 10.14 Mojave compatibility issues

We have discovered certain compatibility issues while using Adobe products on the latest version of MAC OS.

Also, which exact version of Lightroom are you using? (Lightroom Classic CC or Lightroom CC)

As you've mentioned that the splash screen in Lightroom does not show up, please take a look at this article Lightroom doesn't launch or closes automatically after splash screen and let us know if that helps.

Thanks,

Akash

silsurf@me.comAutor

Inspiring

Than ks very much, I will look the information over.

To be clear, the issue started BEFORE I updated to Mojave and continued after the update.

Version:

Adobe Lightroom CC [20180807-1548-54800d7]

Henry

silsurf@me.comAutor

Inspiring

I had another mega remote session with Adobe tonight. The issue is now being escalated another level. FYI, Adobe support levels thus far:

1. Agent Level

2. Senior Level

3. Technical Team

This is what he did today:

Troubleshooting steps performed.

- Downloaded LR Classic CC 7.0 from direct offline down loader. (https://helpx.adobe.com/download-install/kb/creative-cloud-apps-download.html)

- Installed LR Classic CC.

- Opened CCDA and Updated LR Classic CC to latest 7.5 and opened

- Adobe application manager required error.

- Installed Adobe Application manager from other adobe downloads(https://www.adobe.com/in/downloads/other-downloads.html).

- Opened LR Classic CC application, application not responding.

- Opened catalog location and double clicked .lrcat file(from drop box)

- Still not responding.

- Moved the catalog to ~/Pictures/Lightroom folder and tried to open .lrcat file.

- Still not opening.

- Gave permissions to Adobe folder in ~/library/application support/adobe and /library/application support/adobe as well as ~/pictures/Lightroom folder.

- Opened LR Classic CC and is not responding.

- Tried with https://helpx.adobe.com/lightroom/kb/lightroom-and-macosmojave.html and changed dark mode to light mode and also restarted.

- Again uninstalled LR Classic CC and installed 7.0 from direct download link.

- Opened LR 7.0 with out updating and is still not opening.

https://helpx.adobe.com/lightroom/kb/lightroom-and-macosmojave.html

Above is the link, where it is provided a known issues with LR Classic CC and LR CC.

We are escalating this issue further and you will be contacted from the respective team with in 24-48 hours.

Meanwhile, can we have the crash report that is generated when opening Lightroom Classic CC, so that it makes easy to find the root cause of this issue. Please do send the crash report by replying to this email.

After the call I decided to create a new OS user "testing" user using Daylight mode and no Dynamic Screensaver and none of my extras installed.

LightRoom opened right up! So now I will start the process of adding my items to the new user and see if I can spot the culprit. My list of add-ons include:

PIA VPN

1Password

Code42 Offsite backup

iStat Menus

Alfred

Default Folder (which I had already turned off as it is having issues with Mojave)

At the moment I am very disappointed with Adobe on the issue I am having. After my third remote session (over an hour of trouble shooting. Pretty much the same techniques as the last two remote sessions)

Because it had been over a week since I was able to use LR Classic, I decided to do start a new user on my MacOS and see if that helped. It did. Everything is running fine, just a process as I have been very careful not to add too many extensions in case I recreated the issue.

After a few days I have everything back to where it was and LR is still running properly.

I have not heard from Adobe since the initial ticket was supposedly escalated to level 3 Technical Team about a week ago.

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