P:(Windows Only): Select Subject or Select Sky: Error message "Something went wrong"

[ludovicr84780285]

With the new update, when using  Select Sky or Select Subject, i get an unexpected error message saying something went wrong and the request could not be completed.

[shygirlsayshi]

Today I updated to the new Lightroom CC version with the new masking options. Regardless of the photo selected I continually get an error message that "Something went wrong" and "There was an unexpected error and your request could not be completed"

Anyone else having this issue? Is there a fix to this?

Screenshot of error message attached.

[anthonym39116038]

Same here. Using desktop and selecting sky causes a crash on my Mac version. Using it on mobile does work but sometimes crashes the mobile app. Adobe needs to fix this asap

[robertf20639707]

I'm also seeing the same error occurring with all pictures. Current Windows-10 system with Intel integrated graphics, latest driver is installed.

[Divergent Lish]

The ai subject and sky features are not working for me. Ive tried using different types of pictures, using a jpg picture, brightening the picture first. I have plenty of storage space on my computer especially after deleting all my apps and reinstalling only lightroom. im stumped no one else seems to have this problem.

[Rikk Flohr: Photography]

Investigating

[Rikk Flohr: Photography]

@shygirlsayshi 

I'd like to collect a diagnostic log from you:

For LrDesktop

Go to Preferences

Account Section

Hold down the [Opt/Alt] key to make [Mini Report] button appear.

When you have it ready, post back here and I will collect it. 

[shygirlsayshi]

@Rikk Flohr: Photography The generated file type is HTML which it will not allow me upload. I switched the file type to PDF and it says that PDF is also not a supported file type to be uploaded here. Any suggestions on how I can get you this file? Thanks!

[Rikk Flohr: Photography]

I will direct message you.

[bclark.design]

I'm having the same issue. I would love to use this tool, but it just doesn't want to work for me.

[simonsaith]

It would be helpful to show Lightroom>Help>System Info... and share the type of GPU card and driver version that you have.

Please follow https://helpx.adobe.com/lightroom-cc/kb/troubleshoot-gpu.html#solution-4 to update your system with the latest  GPU drivers from the respective vendor.

[Rikk Flohr: Photography]

Can you confirm your video card?  Is it Intel(R) HD Graphics 520 (21.20.16.4821) card?

[shygirlsayshi]

@Rikk Flohr: Photography Correct, that is my video card.

[shygirlsayshi]

@simonsaith  Here is the requested info.

Lightroom version: 5.0 x64 [ 20211012-0002-a1240ed ] (Oct 12 2021)
NGL Version: 1.27.0.12
WF Version: 4.0 8176236
VF Version: 0.1.36.2
HIL Version: 40400
Operating system: Windows 10
OS Version: Windows 10 Home (2009)
Application architecture: x64
System architecture: x64
Computer model: HP HP Pavilion x360 Convertible / Intel(R) Core(TM) i5-6200U CPU @ 2.30GHz
Logical processor count: 4
Processor speed: 2.4 GHz
Built-in memory: 8112.4 MB
Real memory available to Lightroom: 8112.4 MB
Real memory used by Lightroom: 2194.3 MB (27.0%)
Virtual memory used by Lightroom: 4399.9 MB
Memory cache size: 988.1 MB
Internal Camera Raw version: 14.0 [ 950 ]
Maximum thread count used by Camera Raw: 3
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 1157MB / 4056MB (28%)
Camera Raw real memory: 1161MB / 8112MB (14%)
System DPI setting: 96 DPI
Desktop composition enabled: Yes
Displays: 1) 1366x768
Input types: Multitouch: Yes, Integrated touch: Yes, Integrated pen: Yes, External touch: No, External pen: No, Keyboard: Yes

Graphics Processor Info: DirectX: Intel(R) HD Graphics 520 (21.20.16.4821)
Graphics Processor Detail: loaded: Yes, supported: Yes, compute: No, init: I2_GPU2, hard: fail_cached_sanity_test, soft: not_checked, al: No, dl: No
OS Media Capability: true

[Rikk Flohr: Photography]

Please see: https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html?wapkw... regarding updating your video drivers. 

[shygirlsayshi]

Thank you! Thank you! Thank you! I had assumed my drivers were up-to-date but my graphics card was locked by the manufacturer and I had to override my update to get the newest drivers. Works perfectly now! Thanks for being so quick with your response!

[simonsaith]

Glad that the new Intel GPU driver helps your case.

[MasterLaz]

Same here, getting the same error message.   I checked all of my drivers for updates and it hasn't helped.  Anyone else finding this?

[anthonym39116038]

I was excited to use the new masking features introduced but it is unusable on Desktop. This dampens any gains from teh ne wfeatures since limits what Lightroom CC can do. 

Summary

Selecting new mask options on Lightroom CC Desktop crashes the app

Setup

• Hardware: Mac Mini M1, 8GB
• OS: MacOS 11.6
• Lightroom CC v5 (Desktop)

Repro Steps

1.  Open Lightroom CC
2. Select a photo
3. Create a new mask
4. Select "Select Subject"

----> Actual Result: Lightroom closes (crash). Opening up Lightroom prompts to send report to Adobe and no solutions are found. 

Note:

• This happens 100% of the time on desktop Lightroom CC. 
• Work around is to do new masks on mobile. However Mobile Lightroom still crashes (I'd say 20% of the time) when selecting this option. 
• Performing workaround on mobile syncs to cloud and displays on desktop. But attempting to edit or create a new mask crashes the app still

Please fix this asap. I would revert back to Lightroom CC Desktop v4.4 but then anything I edit on mobile would be unsupported edits and would lose them on desktop since you cann't downgrade on mobile app versions. 

[Rikk Flohr: Photography]

We've reviewed the email address you use with this forum and find no crash reports in our system.

Did you see a crash dialog?

Do you use a different email address when filling out the crash report?

Was the crash dialog Adobe or Apple?

[anthonym39116038]

1.  No dialog, just closes Lightroom CC
2. Trying using the me.com domain suffix instead, I think that what was it was sent under.
3. I get both an Adobe reporter and an apple crash report (but never both at the same time, its just either). 

[Rikk Flohr: Photography]

I haven't seen a crash come through yet for the me.com version either.  Looks like your subscription is at mac.com though. I don't see a report at either address.  Can you crash again and attempt to resend one?

[anthonym39116038]

This is still happening. I did install the MacOS 11.6.1 update to make sure I am up to date, but now the adobe crash reporter never shows up to send a crash. It's always the apple crash reporter. 

[anthonym39116038]

Okay, I actually was able to get the Adobe crash reporter to appear and just sent a report. Should be under the same email as my account here.

 

[Rikk Flohr: Photography]

I am still unable to locate any crash reports under that email. 

Please go to Help>System Info… and get us the exact installed version number of your software. I want to confirm everything before investigating further. 

[anthonym39116038]

Here are the export of the system info

Lightroom version: 5.0 x64 (emulated) [ 20211012-0002-a1240ed ] (Oct 12 2021)
NGL Version: 1.27.0.12
WF Version: 4.0 8176236
VF Version: 0.1.36.2
HIL Version: 40400
Operating system: macOS
OS Version: macOS 11.6.1 (20G224)
Application architecture: x64 (emulated)
Computer model: Macmini9,1 / Apple M1
Logical processor count: 8
Processor speed: 2.4 GHz
Built-in memory: 8,192.0 MB
Real memory available to Lightroom: 8,192.0 MB
Real memory used by Lightroom: 602.3 MB (7.3%)
Virtual memory used by Lightroom: 9,759.2 MB
Memory cache size: 1,781.5 MB
Internal Camera Raw version: 14.0 [ 950 ]
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2
Camera Raw virtual memory: 914MB / 4095MB (22%)
Camera Raw real memory: 0MB / 8192MB (0%)
Displays: 1) 2560x1440

Graphics Processor Info: Metal: AMD Compatibility Mode
Graphics Processor Detail: loaded: Yes, supported: Yes, compute: Yes, init: I4_GPU3, hard: success, soft: success, al: Yes, dl: No
OS Media Capability: true

Application Folder: /Applications/Adobe Lightroom CC
Settings Folder: /Users/******/Library/Application Support/Adobe/Lightroom CC
Library Folder: /Users/******/Pictures/Lightroom Library.lrlibrary

Let me know if you need anything elase