My Lightroom is crashing all the time, I have no idea

[thomas.got.a.problem]

Hi,

I'm having some big trouble with a new laptop; maybe someone can help me with this.

I bought a second hand laptop that can all factory reset. All worked great for about a week.

But recently lightroom has been pretty slow and crashing all the time. You can maybe be on it for 5 minutes and it crashes again.

I have deleted the drivers of graphic card

I have reinstalled the drivers to latest safe version

I have rolled back lightroom to version 14 

I have switch off, use of the GPU in lightroom performances

I have deleted the Omen Gamin Hub.

I have no idea what to do.

Laptop is Omen 16

Ryzen 7 5800H

Radeon RX6600M

16Gb ram

Any idea? 

I try to get support from adobe but could only speak to an AI bot. How do I contact them?

Thank you kindly

[johnrellis]

As a first step, please do the LR menu command Help > System Info and copy/paste the entire contents here so we can see exactly which versions of hardware and software LR thinks you're running and important LR options that are set.

[thomas.got.a.problem]

Hi, thanks. Here the info, I was running the latest version but rolled back hoping it will help with issues but it did not.

Lightroom Classic version: 14.4 [ 202506051112-5918896a ]
License: Creative Cloud
Language setting: en
Operating system: Windows 11 - Home Premium Edition
Version: 11.0.26100
Application architecture: x64
System architecture: x64
Logical processor count: 16
Processor speed: 3.1GHz
SqLite Version: 3.36.0
CPU Utilisation: 1.0%
Power Source: Battery
Built-in memory: 15711.1 MB
Dedicated GPU memory used by Lightroom: 72.5MB / 8146.8MB (0%)
Real memory available to Lightroom: 15711.1 MB
Real memory used by Lightroom: 1939.4 MB (12.3%)
Virtual memory used by Lightroom: 2386.4 MB
GDI objects count: 719
USER objects count: 3065
Process handles count: 2334
Memory cache size: 428.3MB
Internal Camera Raw version: 17.4 [ 2272 ]
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 860MB / 7855MB (10%)
Camera Raw real memory: 906MB / 15711MB (5%)

Cache1:
Final1- RAM:428.0MB, VRAM:0.0MB, DSC_4256.NEF
NT- RAM:428.0MB, VRAM:0.0MB, Combined:428.0MB

Cache2:
m:428.3MB, n:189.1MB

U-main: 75.0MB

System DPI setting: 120 DPI
Desktop composition enabled: Yes
Standard Preview Size: 2560 pixels
Displays: 1) 2560x1440
Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No

Graphics Processor Info:
DirectX: AMD Radeon RX 6600M (32.0.21025.10016)
Init State: GPU for Export supported by default
User Preference: Off

Application folder: C:\Program Files\Adobe\Adobe Lightroom Classic
Library Path: C:\Users\thoma\Pictures\Raw_New_Nikon_D750\new_D750\new_D750.lrcat
Settings Folder: C:\Users\thoma\AppData\Roaming\Adobe\Lightroom

Installed Plugins:
1) AdobeStock
2) Flickr
3) JPEGmini

Config.lua flags:

Adapter #1: Vendor : 1002
Device : 73ff
Subsystem : 8902103c
Revision : c3
Video Memory : 8146
Adapter #2: Vendor : 1002
Device : 1638
Subsystem : 8902103c
Revision : c5
Video Memory : 1ef
Adapter #3: Vendor : 1414
Device : 8c
Subsystem : 0
Revision : 0
Video Memory : 0
AudioDeviceIOBlockSize: 1024
AudioDeviceName: System Default - Speakers (2- Dell AC511 USB SoundBar)
AudioDeviceNumberOfChannels: 2
AudioDeviceSampleRate: 48000
Build: Uninitialized
Direct2DEnabled: false
GL_ACCUM_ALPHA_BITS: 8
GL_ACCUM_BLUE_BITS: 8
GL_ACCUM_GREEN_BITS: 8
GL_ACCUM_RED_BITS: 8
GL_ALPHA_BITS: 8
GL_BLUE_BITS: 8
GL_DEPTH_BITS: 32
GL_GREEN_BITS: 8
GL_MAX_3D_TEXTURE_SIZE: 8192
GL_MAX_TEXTURE_SIZE: 16384
GL_MAX_TEXTURE_UNITS: 8
GL_MAX_VIEWPORT_DIMS: 16384,16384
GL_RED_BITS: 8
GL_RENDERER: AMD Radeon RX 6600M
GL_SHADING_LANGUAGE_VERSION: 4.60
GL_STENCIL_BITS: 8
GL_VENDOR: ATI Technologies Inc.
GL_VERSION: 4.6.0 Compatibility Profile Context 25.9.1.250822
GPUDeviceEnabled: false
OGLEnabled: true
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[thomas.got.a.problem]

I was also able to pull this info from windows events, latest crash:

Faulting application name: Lightroom.exe, version: 14.4.0.8, time stamp: 0x68415920
Faulting module name: ntdll.dll, version: 10.0.26100.5074, time stamp: 0x0e967e89
Exception code: 0xc0000374
Fault offset: 0x000000000011a3b5
Faulting process id: 0x1E0C
Faulting application start time: 0x1DC31FD39CF7365
Faulting application path: C:\Program Files\Adobe\Adobe Lightroom Classic\Lightroom.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 70a084cc-7937-44cb-a5ad-8d56606eeefb
Faulting package full name:
Faulting package-relative application ID:

[johnrellis]

I don't see anything obviously wrong in the System Info associated with crashes.

When LR crashes, do you see the Adobe crash reporter?  When it appears, are you entering the email address associated with your Adobe Creative Cloud account?   That will allow Adobe to tie the crash report back to this thread.  Usually, and Adobe support person eventually comes along and notices such threads.

"I try to get support from adobe but could only speak to an AI bot. How do I contact them?"

Type "agent" or "speak to an agent" to chat with a human.

[thomas.got.a.problem]

Hi, many thanks for your help.

Sometimes LR freeze and I close it manually

Sometimes in crash but no Adobe crash reporter windows so cannot follow the next step.

[thomas.got.a.problem]

For the first time getting a crash report from lightroom:

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="25.0.0.202503041705_0167cbb" clientVersion="25.0.0.202503041705_0167cbb" applicationName="Adobe Lightroom Classic" applicationVersion="14.4" build="[202506051112-5918896a]" source="Windows-Client" crashType="n/a">
<time year="2025" month="9" day="30" hour="20" minute="26" second="37" timeoffset="0" timezone="GMT Summer Time" crsessionduration="1509"/>
<user guid="85f1ec29-e46c-4b16-b220-be3de2cf5443"/>
<system platform="Windows 11 Home" osversion="11.0" osbuild="26100" applicationlanguage="en-us" userlanguage="en-GB" oslanguage="en-GB" ram="15711" machine="AMD Ryzen 7 5800H with Radeon Graphics" model="AMD64 Family 25 Model 80 Stepping 0" cpuCount="16" cpuType="8664" cpuFreq="3194 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="512 MB" caption="AMD Radeon(TM) Graphics" description="AMD Radeon(TM) Graphics" driverDate="20250701000000.000000-000" driverVersion="31.0.21923.11000" videoModeDescription="2560 x 1440 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_1638&#38;SUBSYS_8902103C&#38;REV_C5&#92;4&#38;12C9051D&#38;0&#38;0041" installedDisplayDrivers="amdxc64.dll,aticfx64.dll"/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="4095 MB" caption="AMD Radeon RX 6600M" description="AMD Radeon RX 6600M" driverDate="20250825000000.000000-000" driverVersion="32.0.21025.10016" videoModeDescription="2560 x 1440 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_73FF&#38;SUBSYS_8902103C&#38;REV_C3&#92;6&#38;556854B&#38;0&#38;00000009" installedDisplayDrivers="amdxc64.dll,amdxx64.dll,atidx9loader64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFA9004C508">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFA9004C508" symbolname="D2D1InvertMatrix"/>
<stackStatement index="1" address="0x00007FFA2F463C5A" symbolname="AgGraphicsD2D_load"/>
<stackStatement index="2" address="0x00007FFA2F32BFBC" symbolname="AgViewWinAccordionHeader::OnEraseBkgnd"/>
<stackStatement index="3" address="0x00007FFA2FD79952" symbolname="unknown"/>
<stackStatement index="4" address="0x00007FFA2FD7927F" symbolname="unknown"/>
<stackStatement index="5" address="0x00007FFA2FD76AFE" symbolname="unknown"/>
<stackStatement index="6" address="0x00007FFA2FD76EC4" symbolname="unknown"/>
<stackStatement index="7" address="0x00007FFA2FC197F9" symbolname="unknown"/>
<stackStatement index="8" address="0x00007FFA96D87CF6" symbolname="CallWindowProcW"/>
<stackStatement index="9" address="0x00007FFA96D8757C" symbolname="SendMessageW"/>
<stackStatement index="10" address="0x00007FFA96DB8563" symbolname="GetWindowDpiAwarenessContext"/>
<stackStatement index="11" address="0x00007FFA970E7254" symbolname="KiUserCallbackDispatcher"/>
<stackStatement index="12" address="0x00007FFA94B318C4" symbolname="NtUserDispatchMessage"/>
<stackStatement index="13" address="0x00007FFA96D859B8" symbolname="IsWindowUnicode"/>
<stackStatement index="14" address="0x00007FFA2FD5F562" symbolname="unknown"/>
<stackStatement index="15" address="0x0000000140B81638" symbolname="GetAppInstance"/>
<stackStatement index="16" address="0x00007FFA2FD5FE71" symbolname="unknown"/>
<stackStatement index="17" address="0x00007FFA2FD92E70" symbolname="unknown"/>
<stackStatement index="18" address="0x000000014084A97A" symbolname="gudeVersion"/>
<stackStatement index="19" address="0x00007FFA96A7E8D7" symbolname="BaseThreadInitThunk"/>
<stackStatement index="20" address="0x00007FFA96F88D9C" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x00000000554426E0"/>
<register name="RCX" value="0x00000000554426E0"/>
<register name="RDX" value="0x00000000AEC33BB8"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x000000000014F5A0"/>
<register name="RBP" value="0x0000000000000000"/>
<register name="RIP" value="0x00007FFA9004C508"/>
<register name="EFL" value="0x0000000000010246"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

<binaryImageSet>
<binaryImage start="0x0000000140000000" end="0x0000000142240000" path="adobe\Lightroom.exe" version="14.4.0.8"/>
<binaryImage start="0x00007FFA96F80000" end="0x00007FFA971E9000" path="ntdll.dll" version="6.2.26100.5074"/>
<binaryImage start="0x00007FFA96A50000" end="0x00007FFA96B19000" path="kernel32.dll" version="6.2.26100.5074"/>
<binaryImage start="0x00007FFA94480000" end="0x00007FFA94873000" path="KERNELBASE.dll" version="6.2.26100.6584"/>
<binaryImage start="0x00007FFA96D70000" end="0x00007FFA96F34000" path="user32.dll" version="6.2.26100.5074"/>
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<binaryImage start="0x00007FFA8B330000" end="0x00007FFA8B33B000" path="version.dll" version="6.2.26100.1150"/>
<binaryImage start="0x00007FFA30860000" end="0x00007FFA30BE1000" path="adobe\Headlights.dll" version="14.4.0.0"/>
<binaryImage start="0x00007FFA94A00000" end="0x00007FFA94B2D000" path="gdi32full.dll" version="6.2.26100.5074"/>
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<dumpType>
Full
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

<sessionId>
29f6482e-108f-44b2-986d-9d5ba3dbfe5f
</sessionId>
<dunamisConfigGuid>
b521ffc8-5267-46ac-bf6b-51b6a798b840
</dunamisConfigGuid>
<imsUserGuid>
4F28384855CEAE137F000101@AdobeID
</imsUserGuid>
</crashreport>

[thomas.got.a.problem]

And this time microsoft event viewer show this crashing at the same time

The program mmc.exe version 10.0.26100.5074 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.