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11

P: Crash on launch [9287165]

Community Beginner ,
Feb 27, 2024 Feb 27, 2024

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I was working on Merging HDR photos in Lightroom. I selected to form piles on these photos. The activities counter made it to 6 activities in the process and the software froze up. I let it sit for 5 minutes with no change. I clicked the x in the top right and restarted the software. When it opened up I saw the photos that I merged and the ones that froze are still individual HDR shots. I was starting the process again to merge the shots and the program closed and a crash report came up . I sent in the crash report and have not heard a response yet from Adobe. I was reaching out to see if anyone has any ideas. I have tried all the tips on the site for crashing. No hardware changes. Program ran stable for months on this setup. 

 

Lightroom version: 7.2 x64 [ 20240214-0910-27200e9 ] (Feb 14 2024)
NGL Version: 1.36.0.9
WF Version: 6.2 3d4e7aa
VF Version: 1.0.135.7
HIL Version: 40409
CAI Version: adobe_c2pa/0.7.6 c2pa-rs/0.25.2

Operating system: Windows 10
OS Version: Windows 10 Home (2009)
Application architecture: x64
System architecture: x64
Computer model: Dell Inc. Inspiron 5675 / AMD Ryzen 7 1700X Eight-Core Processor
Logical processor count: 16
Processor speed: 3.3 GHz
Built-in memory: 32661.0 MB
Real memory available to Lightroom: 32661.0 MB
Real memory used by Lightroom: 1904.9 MB (5.8%)
Virtual memory used by Lightroom: 2529.4 MB
Memory cache size: 2900.5 MB

Internal Camera Raw version: 16.2 [ 1763 ]
Maximum thread count used by Camera Raw: 9
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 721MB / 16330MB (4%)

Display: 1920x1080
System DPI setting: 96 DPI
Desktop composition enabled: Yes
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 6700 XT (31.0.24019.1006) - 12 GB
Graphics Processor Detail: loaded: Yes, supported: Yes, compute: Yes, init: I4_GPU4, hard: success, soft: success, al: Yes, dl: No
OS Media Capability: true

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

Bug Fixed
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correct answers 1 Correct answer

Adobe Employee , Mar 07, 2024 Mar 07, 2024

@Chris Sims Photography 

 

I've heard back from our engineer regarding your logs and other information. 

His recommendation is to delete the local catalog and allow the cloud version of the catalog to resync down to your computer. 

Note: If you have work that has not synced to the cloud, that work will be at risk. 

The instructions at this HelpX will guide you in the process: https://helpx.adobe.com/lightroom-cc/kb/unable-to-move-some-photos.html 


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correct answers 2 Pinned Replies

Adobe Employee , Feb 27, 2024 Feb 27, 2024

I've located a report from you (only one). It is a very low crasher, meaning that not many people are experiencing the crash. I've logged a bug with the team and asked them to review your submitted report. Thanks. 

Watch this thread for updates when a fix is released. 

Status Investigating

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Adobe Employee , Mar 12, 2024 Mar 12, 2024

updating status

Status Fixed

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16 Comments
Community Beginner ,
Feb 27, 2024 Feb 27, 2024

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I have been having issues with cache size as my original SSD drive was getting full. This issue happend so I have since cloned my SSD with a larger drive and installed the larger drive. This did not correct the issue on the crashing. Just wanted to include the system change. 

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Adobe Employee ,
Feb 27, 2024 Feb 27, 2024

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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’s? Microsoft’s? 

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Feb 27, 2024 Feb 27, 2024

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<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="13.2.0.202308091502_65b8636" clientVersion="13.2.0.202308091502_65b8636" applicationName="Adobe Lightroom" applicationVersion="7.2" build="20240214-0910-27200e9" source="Windows-Client" crashType="n/a">
<time year="2024" month="2" day="27" hour="12" minute="53" second="45" timeoffset="-300" timezone="Eastern Standard Time"/>
<user guid="4a52dee2-d8a9-40ec-a097-2d963a54ee4d"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="32661" machine="AMD Ryzen 7 1700X Eight-Core Processor" model="AMD64 Family 23 Model 1 Stepping 1" cpuCount="16" cpuType="8664" cpuFreq="3394 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="4095 MB" caption="AMD Radeon RX 6700 XT" description="AMD Radeon RX 6700 XT" driverDate="20240215000000.000000-000" driverVersion="31.0.24019.1006" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_73DF&#38;SUBSYS_66061EAE&#38;REV_C5&#92;6&#38;2299AC8F&#38;0&#38;00000019" installedDisplayDrivers="amdxc64.dll,amdxn64.dll,amdxx64.dll"/>
</gpu>
<crash exception="EXCEPTION_IN_PAGE_ERROR" exceptionCode="0xc0000006" instruction="0x00007FF8D34B13FE">
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<dumpType>
Mini
</dumpType>
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</hbLogSessionDllStatus>
</crash>

<sessionId>
9AE9AC7D-A572-4C17-A94D-DE64F6113455
</sessionId>
<imsUserGuid>
347A29E963B740270A495FC3@AdobeID
</imsUserGuid>
</crashreport>

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Adobe Employee ,
Feb 27, 2024 Feb 27, 2024

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You failed to answer any of my questions - we need to start with those please. 
Posting your crash report here does not usually help much.  It is a better idea to wait until someone asks for it.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Feb 27, 2024 Feb 27, 2024

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Yes it was the Adobe Report, Yes I sent it with the same email address as here. Yes I saw the crash dialog box. This is where the above crash report was copied from. I can resend another crash report now if that helps you. 

 

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Adobe Employee ,
Feb 27, 2024 Feb 27, 2024

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If you experience multiple crashes, by all means, continue to send reports. Use the email address you use on the forum so that I can locate them.  Out of the context of our database an individual report, like you've posted here, is of little value in diagnosing and makes the thread harder for most to read. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Feb 27, 2024 Feb 27, 2024

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I just sent another. Each one I have sent with my email address here <removed for privacy>

 

I am not able to keep the software open to do anything except generate Crash Reports. I stopped trying but will continue to pull the software up and generate you  more reports if that is useful. I did not want to overload the system with reports of the same thing. 

 

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Adobe Employee ,
Feb 27, 2024 Feb 27, 2024

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I've located a report from you (only one). It is a very low crasher, meaning that not many people are experiencing the crash. I've logged a bug with the team and asked them to review your submitted report. Thanks. 

Watch this thread for updates when a fix is released. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products
Status Investigating

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Community Beginner ,
Feb 27, 2024 Feb 27, 2024

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Will do. Thanks for your assistance

 

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Community Beginner ,
Mar 06, 2024 Mar 06, 2024

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I have been trying to open Lightroom since this conversation started. I have work that is getting behind. Can you please advise me of a possible timeline that I can share with my customers please on a possible work around?

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Adobe Employee ,
Mar 06, 2024 Mar 06, 2024

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@Chris Sims Photography An  ETA is not available. Adobe doesn't announce pending fixes in advance (they always move when we do)

 

However, on the plus side,  engineering requested a direct email address earlier today so they could research your reports. I did get asked if you are crashing every launch Are you?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Mar 06, 2024 Mar 06, 2024

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Yes sir I am crashing every launch. program pulls up. Library loads then error report dialog box appears. Once you fill out the comment in the dialog box and send it the program exits. If your quick enough and can get the preferences window open prior to the error log it will stay in preferences until you close the preferences window out then the error log appears. 

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Adobe Employee ,
Mar 07, 2024 Mar 07, 2024

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@Chris Sims Photography 

 

I've heard back from our engineer regarding your logs and other information. 

His recommendation is to delete the local catalog and allow the cloud version of the catalog to resync down to your computer. 

Note: If you have work that has not synced to the cloud, that work will be at risk. 

The instructions at this HelpX will guide you in the process: https://helpx.adobe.com/lightroom-cc/kb/unable-to-move-some-photos.html 


Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Mar 07, 2024 Mar 07, 2024

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Situation resolved. Thanks for you help

 

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Adobe Employee ,
Mar 08, 2024 Mar 08, 2024

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@Chris Sims Photography  Thanks for reporting back. I am glad that solution worked for you. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Mar 12, 2024 Mar 12, 2024

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LATEST

updating status

Rikk Flohr - Customer Advocacy: Adobe Photography Products
Status Fixed

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