LR Classic keep crashing

[zoew]

LR Classic 13.1 keeps crashing. (My OS is up to date.) I've read that turning off the GPU might work, but the app crashes so fast I don't have time to do anything.

Anyone else experiencing this?

Any fixes?

[GoldingD]

/edit/ Ok, I will get back on this

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.

Followup

As you may not be able to accomplish the above, try in PS, click on Help, click on System Information, Copy that, save it to a text file, then attach that text file in a reply.

Alternative, to get the same into via Lr instead of LrC or PS

[GoldingD]

Also, in the link below, you can find a way to manually change that use graphics processor without first starting LrC

https://helpx.adobe.com/lightroom-classic/kb/troubleshoot-gpu.html

[dj_paige]

LR Classic 13.1 keeps crashing.

Is there any particular task in LrC that appears to cause this, or is it seemingly random? Please be specific and detailed.

[zoew]

No particular task. It's my first time "using" it. So I haven't done anything with it other than install it and open it. Then it crashes.

[GoldingD]

Also, their are two possibilities to investigate.

First up, does opening a different catalog, or a new catalog present a different outcome/ This can be accomplished/tested without first starting LrC in your normal method (as that currently fails) i.e. just clicking/double clicking on the icon

Instead, If Lightroom is closed, hold down the Ctrl key (Windows) / Opt key (Mac) while opening/starting Lightroom. In the Select Catalog dialog, it lists your recently used catalogs, or you can open another existing catalog or create a new catalog.

See if a new catalog works.

If so, perhaps the existing catalog is corrupt???

Second up, possible computer account issue, see the link below , trying a different MACOS user account (ADMIN) and seeing if LrC starts. (oh and read the link, it contains additional info that might be important)

https://helpx.adobe.com/lightroom-classic/kb/lightroom-basic-troubleshooting-fix-most-issues.html

[zoew]

I haven't created any catalogues. I only just installed LRC this morning. So when I opened it - it was a first. Then it crashed. Again. And again. I unstalled it and tried again. Same issue. As I mentioned my OS (Mac) is up to date.

I can try your 2nd idea .... 

[Rob_Cullen]

As a new LrC user, and an app install that does not 'work' - You should be contacting Adobe Support to see if they can 'get you going'.

Contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
In the chat field (lower right of screen), Typing “Agent” into the chat text field will bypass the initial chatbot.
be patient, it can take quite a while to reach a human
If you are not able to get to the chat window, then disable your ad-blockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

If you're contacted via email or private message, it's more likely to be a scammer than an adobe representative. Double check for an employee badge if contacted in the forums and look for an {adobe.com} domain in the email address if you click reply to an email. Any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

[zoew]

I called tech support, navigated their very long phone tree, was told I would be put through to the next available agent, and then they disconnected the call. So I called Sales (because that dept is always rapidly responsive), explained to the guy why I was called sales (I'm not wasting my morning on bad phone trees) and he told me that tech support doesn't work on weekends. I asked that he relay a message to management: change the tech support greeting message on weekends.

[Jao vdL]

"my OS (Mac) is up to date"

That's unfortunately not very meaningful. What OS version, what hardware, etc. Any other software installed (especially antivirus and third party system cleaner tools tend to cause major issues) that might matter, especially system level tools. 

[dj_paige]

Sounds like a situation where the Adobe Creative Cloud Cleaner Tool is the next thing to try. https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[GoldingD]

What Adobe Plan did you subscribe to?

The Photography Plan perhaps?

[zoew]

All apps.

[GoldingD]

Will Photoshop run?

If so, can you look at system Info as shown in Photoshop, copy that info, and share it?

[zoew]

Photoshop's running. But just discovered that InDesign won't work either. Ug.

Where do I find PS system info when the app is open?

[zoew]

Hang on. Found it.

Adobe Photoshop Version: 25.4.0 20240118.r.319 67d7f0b x64 Number of Launches: 839 Operating System: Mac OS 14.3.0 System architecture: Intel CPU Family:6, Model:14, Stepping:13 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1, SSE4.2, AVX, AVX2, HyperThreading Physical processor count: 8 Logical processor count: 16 Processor speed: 2300 MHz Built-in memory: 32768 MB Free memory: 17559 MB Memory available to Photoshop: 28506 MB Memory used by Photoshop: 70 % Crash Handler: Adobe DCX Version: 7.13.2 SAM SDK Version: 7.2.0-ss/fio ACP.local Status: - SDK Version: 3.4.0 - Core Sync Status: Reachable and compatible - Core Sync Running: 7.0.0.9 - Min Core Sync Required: 4.3.66.28 Live Edit Client SDK Version: 4.0.4 Content Credentials is not available NGL Version: 1.36.0.10 Chalkboard: Disabled. Precise Color Management for HDR Display: Disabled. Manta Canvas: Enabled. Alias Layers: Disabled. Highbeam: Enabled. Touch Bar Property Feedback: Enabled. Image tile size: 1024K Image cache levels: 4 Font Preview: Medium HarfBuzz Version: 7.3.0 TextEngine: Unified Text Engine ======= GPU
Native API stable: True OpenGL API stable: True OpenCL API stable: True GPUDeny: 0
GPUForce: 0
useGPU: 1
useOpenCL: 0
isGPUCapable: 1
GPUName: AMD Radeon Pro 5500M
GPUVendor: AMD
IsNativeGPUCapable: 1
IsOpenGLGPUCapable: 1
IsOpenCLGPUCapable: 1
HasSufficientRAM: 1
GPU accessible RAM: 4,278 MB
Required GPU accessible RAM: 1,500 MB
UseGraphicsProcessorChecked: 1
UseOpenCLChecked: 0
Display: 1 Display Bounds: (0, 0) -> (3584, 2240) Display scale: 2 High DPI Monitor Main Display Display Type: WCG ------- Sniffer output
[0 ms]
Launch GPUSnifferThread

[0 ms]
Start RunAllAPIs

[0 ms]
"/Applications/Adobe Photoshop 2024/Adobe Photoshop 2024.app/Contents/MacOS/sniffer" -baseTimeMS=94376671 -comment=Photoshop Version: Adobe Photoshop 25.4.0 20240118.r.319 67d7f0b x64

[0 ms]
Start GetSnifferResult

[473 ms]
Start sniffer 2024-01-28 11:11:32
# Photoshop Version: Adobe Photoshop 25.4.0 20240118.r.319 67d7f0b x64
sniffer -baseTimeMS=94376671 -comment=Photoshop Version: Adobe Photoshop 25.4.0 20240118.r.319 67d7f0b x64

{34 ms}
Start platform native
# displays: 1
Display 0
Display: 69734662
Main: TRUE
Built in: TRUE
Stereo: FALSE
Bounds: (0, 0) -> (3,584, 2,240)
Dimensions: (3,584 2,240)
Display scale: 2
Physical size: (344.824 214.702)
Pixel size: (0.0962121 0.0958491)
Dynamic range: (0 1)
Potential dynamic range: (0 2)
Reference dynamic range: (0 0)
Attached Device: (DeviceID name=AMD Radeon Pro 5500M index=1)

# devices: 2
Device 0
Name: Intel(R) UHD Graphics 630
Preferred: FALSE
Power Envelope: INTEGRATED
Attachment: EMBEDDED
# attached displays: 0
GPU accessible RAM: 1,610 MB
VRAM: 0 MB
Dedicated System RAM: 0 MB
Shared System RAM: 1,610 MB
API version: 1.0 (1.0)
Device version: 1.0 (1.0)
Vendor name: INTEL
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN

Device 1
Name: AMD Radeon Pro 5500M
Preferred: TRUE
Power Envelope: DISCRETE
Attachment: EMBEDDED
# attached displays: 1
69734662
GPU accessible RAM: 4,278 MB
VRAM: 4,278 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.0 (1.0)
Device version: 1.0 (1.0)
Vendor name: AMD
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
End platform native
{226 ms}

{226 ms}
Start platform OpenGL
# displays: 1
Display 0
Display: 69734662
Main: TRUE
Built in: TRUE
Stereo: FALSE
Bounds: (0, 0) -> (3,584, 2,240)
Dimensions: (3,584 2,240)
Display scale: 2
Physical size: (344.824 214.702)
Pixel size: (0.0962121 0.0958491)
Dynamic range: (0 1)
Potential dynamic range: (0 2)
Reference dynamic range: (0 0)
Attached Device: (DeviceID name=16915971 index=1)

# devices: 1
Device 0
Name: AMD Radeon Pro 5500M OpenGL Engine
Preferred: TRUE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 1
69734662
GPU accessible RAM: 4,080 MB
VRAM: 4,080 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 2.1 (2.1 ATI-5.2.5)
Device version: 2.1 (2.1 ATI-5.2.5)
Vendor name: AMD
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
GLSL version: 1.20 (1.20)
CGL ID: 16915971
Display mask: 1984
End platform OpenGL
{258 ms}

{258 ms}
Start platform OpenCL
# displays: 0

# devices: 2
Device 0
Name: Intel(R) UHD Graphics 630
Preferred: FALSE
Power Envelope: INTEGRATED
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 1,610 MB
VRAM: 1,610 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.2 (OpenCL 1.2 (Dec 20 2023 17:30:39))
Device version: 1.2 (OpenCL 1.2 )
Vendor name: INTEL
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 15 GB / s
Compute score: 64.23
Device name string: Intel(R) UHD Graphics 630
Device vendor string: Intel Inc.
Platform name string: Apple
Platform vendor string: Apple

Device 1
Name: AMD Radeon Pro 5500M Compute Engine
Preferred: TRUE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 4,278 MB
VRAM: 4,278 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.2 (OpenCL 1.2 (Dec 20 2023 17:30:39))
Device version: 1.2 (OpenCL 1.2 )
Vendor name: AMD
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 15 GB / s
Compute score: 1,890.49
Device name string: AMD Radeon Pro 5500M Compute Engine
Device vendor string: AMD
Platform name string: Apple
Platform vendor string: Apple
End platform OpenCL
{469 ms}

Exit code kExitNormal
End sniffer 2024-01-28 11:11:33
[kStatusNormal, kExitNormal]

[473 ms]
Finish RunAllAPIs

[476 ms]
Finish GetSnifferResult

------- Sniffer output
======= GPU
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All rights reserved. - from the file “Filter Gallery.plugin” Chrome 25.4.0, © 1991-2024 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Cineon 25.4 © 2002-2024 Adobe. All rights reserved. - from the file “Cineon.plugin” Clouds 25.4 © 1993-2024 Adobe. All rights reserved. - from the file “Clouds.plugin” Color Halftone 25.4.0, © 2003-2024 Adobe. All rights reserved. - from the file “Standard Multiplugin.plugin” Colored Pencil 25.4.0, © 1991-2024 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Conté Crayon 25.4.0, © 1991-2024 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Craquelure 25.4.0, © 1991-2024 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Crop and Straighten Photos 25.4 © 2003-2024 Adobe. All rights reserved. - from the file “CropPhotosAuto.plugin” Crop and Straighten Photos Filter 25.4.0, © 2003-2024 Adobe. 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All rights reserved. - from the file “Filter Gallery.plugin” Entropy 25.4 © 2006-2024 Adobe. All rights reserved. - from the file “statistics.plugin” Export Color Lookup Tables 25.4 © 2012-2024 Adobe. All rights reserved. - from the file “Export3DLUT.plugin” Extrude 25.4.0, © 2003-2024 Adobe. All rights reserved. - from the file “Standard Multiplugin.plugin” FastCore Routines 25.4 © 1990-2024 Adobe. All rights reserved. - from the file “FastCore.plugin” Fibers 25.4.0, © 2003-2024 Adobe. All rights reserved. - from the file “Standard Multiplugin.plugin” Film Grain 25.4.0, © 1991-2024 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Filter Gallery 25.4.0, © 1991-2024 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Fresco 25.4.0, © 1991-2024 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Glass 25.4.0, © 1991-2024 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Glowing Edges 25.4.0, © 1991-2024 Adobe. 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[Jao vdL]

What year and version is this intel machine? Do a "about this Mac" from the Apple menu and report what you see. There are a number of older intel machines with radeon chips that have major issues in the current Lightroom versions with weird issues in the shadows due to a bug in the driver. This radeon might be among them. The only solution is to turn off GPU support completely on those as the cards are no longer provided with updates from AMD and Apple (AMD writes the drivers which Apple includes in System updates).

[zoew]

2.3 GHz 8-Core Intel Core i9 

[Jao vdL]

OK that is likely the 2019 model. That should not have the problem I was referring to. Best thing to test now is if holding option during startup allows you to create a new catalog (just for testing if it results in Lightroom not crashing). Second if that doesn't help, if creating a new user account (in system settings) and logging in with that allows you to start Lightroom. 

Lastly, and can't believe I asked yet, hopefully you have at least 20% of your startup SSD free? If you have less you can get into problems where you run out of swap space.

[GoldingD]

Well that is a bit messy,

Cleaning it up some an d cutting out a lot:

Adobe Photoshop Version: 25.4.0
Operating System: Mac OS 14.3.0
System architecture: Intel CPU
Processor speed: 2300 MHz
Built-in memory: 32768 MB
Free memory: 17559 MB
Memory available to Photoshop: 28506 MB
Memory used by Photoshop: 70 %
GPUName: AMD Radeon Pro 5500M
GPUVendor: AMD
GPU accessible RAM: 4,278 MB
Display: 1 Display Bounds: (0, 0) -> (3584, 2240) Display scale: 2 High DPI Monitor Main Display Display Type: WCG ------- Sniffer output

Device 1
Name: AMD Radeon Pro 5500M
GPU accessible RAM: 4,278 MB
VRAM: 4,278 MB
Driver version: UNKNOWN

That GPU driver version stated as Unknown, may be a MACOS related issue, as Apple forces GPU drivers via MACOS updates, not via GPU Mfg driver downloads, it could be Apple simply does not include that info.. I see yo have a brand new MACOS, so the GPU Driver is probably the latest

Nothing stands out as Ohhh that is it.

[zoew]

I'm calling Adobe and Apple tomorrow. I'm reluctant to tinker with anything myself. I'm an artist without much time for gear-head upskilling.

Thanks for your time.