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

Explorer ,
Oct 27, 2021 Oct 27, 2021

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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.

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correct answers 2 Correct answers

Adobe Employee , Oct 27, 2021 Oct 27, 2021

In general, 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.

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Adobe Employee , Nov 11, 2021 Nov 11, 2021

Thanks for your detailed description. The log files that you attached earlier indicated that the GPU driver run into some difficulties and decided to detach itself (see the error logging below, it also matches your description that the GPU acceleration was turned off in Lr preferences after encountering the error).

 

*** Error: ML model not loaded ***
*** GL Error: DXGI_ERROR_DEVICE_REMOVED (hr=0x887a0005), Device removed reason: DXGI_ERROR_DRIVER_INTERNAL_ERROR (hr=0x887a0020): CreateCommandLis
...

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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@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!

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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I will direct message you.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Oct 27, 2021 Oct 27, 2021

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

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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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.

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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@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

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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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!

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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Glad that the new Intel GPU driver helps your case.

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New Here ,
Oct 28, 2021 Oct 28, 2021

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

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New Here ,
Oct 27, 2021 Oct 27, 2021

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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. 

 

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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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?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Oct 27, 2021 Oct 27, 2021

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  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). 

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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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?

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Oct 27, 2021 Oct 27, 2021

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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. 

Screen Shot 2021-10-27 at 1.41.11 PM.png

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New Here ,
Oct 27, 2021 Oct 27, 2021

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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.

 Screen Shot 2021-10-27 at 5.14.39 PM.png

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Adobe Employee ,
Oct 28, 2021 Oct 28, 2021

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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. 

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Oct 28, 2021 Oct 28, 2021

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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

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New Here ,
Oct 28, 2021 Oct 28, 2021

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I keep trying to post my system info but it keeps being marked as spam 😞

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New Here ,
Oct 28, 2021 Oct 28, 2021

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Lightroom version: 5.0 x64 (emulated) [ 20211012-0002-a1240ed ] (Oct 12 2021)

 

I think this is the version I have ^^

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Adobe Employee ,
Oct 28, 2021 Oct 28, 2021

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For starters, please share your Lightroom>Help>System Info..., particularly the type of GPU card and driver version.

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New Here ,
Oct 28, 2021 Oct 28, 2021

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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 Spectre x360 Convertible 13-ae0xx / Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz
Logical processor count: 8
Processor speed: 1.9 GHz
Built-in memory: 16229.3 MB
Real memory available to Lightroom: 16229.3 MB
Real memory used by Lightroom: 1729.6 MB (10.6%)
Virtual memory used by Lightroom: 1859.7 MB
Memory cache size: 1638.7 MB
Internal Camera Raw version: 14.0 [ 950 ]
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 828MB / 8114MB (10%)
Camera Raw real memory: 829MB / 16229MB (5%)
System DPI setting: 120 DPI
Desktop composition enabled: Yes
Displays: 1) 1920x1080
Input types: Multitouch: Yes, Integrated touch: Yes, Integrated pen: Yes, External touch: No, External pen: No, Keyboard: Yes

Graphics Processor Info: DirectX: Intel(R) UHD Graphics 620 (22.20.16.4771)
Graphics Processor Detail: loaded: Yes, supported: Yes, compute: Yes, init: I3_GPU3, hard: success, soft: fail_insufficient_driver, al: No, dl: No
OS Media Capability: true

Application Folder: C:\Program Files\Adobe\Adobe Lightroom CC
Settings Folder: C:\Users\MasterLaz\AppData\Roaming\Adobe\Lightroom CC
Library Folder: C:\Users\MasterLaz\AppData\Local\Adobe\Lightroom CC\Data

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Adobe Employee ,
Oct 28, 2021 Oct 28, 2021

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@MasterLaz This is helpful. It shows that you have a Intel(R) UHD Graphics 620 with a pretty old driver version 22.20.16.4771. The latest version is 30.0.100.9955. See 

https://www.intel.com/content/www/us/en/search.html?ws=text#t=Downloads&layout=table&cf:Downloads=%5... 

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Community Beginner ,
Oct 28, 2021 Oct 28, 2021

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@MasterLaz I had the same issue. My system said my drivers were up to date but the manufacturer didn't have the newest drivers. I had to manually bypass the manufacturer's lock on my graphics card to update them to the newest driver.

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