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6

P: Crash on startup

Community Beginner ,
Dec 12, 2023 Dec 12, 2023

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I recently updated to the latest version of Lightroom after getting the notification that an update was available. After the update was installed, I was working on a RAW photo, creating a mask, when the program crashed. No big deal I initially thought, however now the app crashes almost immediately after launching now.  

I tried going back to the previous version, but that now crashes as well.

 

I've tried reseting preferences (holding down Alt/Shift when starting). That hasn't worked either.

There have been a couple of times where the app stays open despite the error window popping up, so that has allowed me to turn off the GPU in preferences/Perfomance. However, that hasn't worked either.

 

I've seen similar issues with no solution. This is very frustrating.

 

Here is a system info report that I was able to generate:

Lightroom version: 7.0 x64 [ 20230927-2320-8b251c5 ] (Sep 27 2023)
NGL Version: 1.35.0.19
WF Version: 6.0 743769e
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 Pro (2009)
Application architecture: x64
System architecture: x64
Computer model: BOXX Technologies APEXX S3_06 / 11th Gen Intel(R) Core(TM) i9-11900K @ 3.50GHz
Logical processor count: 16
Processor speed: 3.5 GHz
Built-in memory: 65382.0 MB
Real memory available to Lightroom: 65382.0 MB
Real memory used by Lightroom: 940.7 MB (1.4%)
Virtual memory used by Lightroom: 1865.4 MB
Memory cache size: 3871.9 MB

Internal Camera Raw version: 16.0 [ 1677 ]
Maximum thread count used by Camera Raw: 9
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 0MB / 32691MB (0%)

Displays: 1) 1920x1080, 2) 3840x2160, 3) 3840x2160
System DPI setting: 144 DPI
Desktop composition enabled: Yes
Input types: Multitouch: No, Integrated touch: No, Integrated pen: Yes, External touch: No, External pen: Yes, Keyboard: No

Graphics Processor Info: DirectX: NVIDIA GeForce RTX 3090 (31.0.15.3623) - 24 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\jmcro\AppData\Roaming\Adobe\Lightroom CC
Library Folder: C:\Users\jmcro\AppData\Local\Adobe\Lightroom CC\Data

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correct answers 1 Pinned Reply

Adobe Employee , Dec 13, 2023 Dec 13, 2023

I've located your Crash Report (finally). It is not a Lightroom Desktop crash but an issue caused by one of our Cloud services. They already have a bug open on this and are working toward a resolution. 

Thank you for the reports. 

Status Investigating

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Explorer ,
Dec 12, 2023 Dec 12, 2023

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I am on the latest Version 7.0 - 20230927-2320-8b251c5 Build of Lightroom Desktop for Windows.

 

I have more than enough free space in my cloud drive - .5TB.

 

I setup LR to import files, and walk away.  This used to import all files successfully, with no issues, very nicely.

 

Now, about half the time when I come back, the app has crashed, and the online photo library just shows the files with "sync issue" marked.  

 

Please help!

 

AllanGraves_0-1702379684196.png

 

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Explorer ,
Dec 12, 2023 Dec 12, 2023

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I should add that this appears to be during the cloud sync portion.  The import itself finishes, but the sync runs in the background for several more hours.  

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Adobe Employee ,
Dec 12, 2023 Dec 12, 2023

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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? Apple’s?

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Dec 12, 2023 Dec 12, 2023

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Hi Rick - 

Thanks for checking.

 

I have filed my reports using the same email address.  I have gotten so tired of it ,that I have clicked "automatically file a crash report", so at least I can start it back up with one less click.

 

The crash dialog is Adobe's.

 

Are there log files I can check to see if something is wrong on my end?

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Adobe Employee ,
Dec 12, 2023 Dec 12, 2023

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The next time you see a dialog, fill it out and screenshot it prior to sending it. Post the screenshot here. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Dec 12, 2023 Dec 12, 2023

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I would be happy to do so.

 

However, at this point, I don't know how to tell LR to stop filing them automatically.

 

How do I get LR to ask me again, having clicked the "file reports automatically" checkmark on the Adobe crash report box?

 

I don't immediately see anything in the Windows Registry.

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Explorer ,
Dec 12, 2023 Dec 12, 2023

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Rick  - 

Crash reports aside, I'd like to understand why the sync is just marking files as invalid.  How do we approach this and figure out why?  Thanks!

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Adobe Employee ,
Dec 12, 2023 Dec 12, 2023

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Reset your preference file:

 

This procedure works for both Lightroom Classic and Lightroom Desktop.

If you are using Lightroom Desktop, it can change your local storage location. Please review this setting after resetting preferences. 

 

Reset Procedure:

1. Close Lightroom.

2. Hold down [Alt/Opt]+[Shift] while restarting Lightroom.

3. Overwrite the Preferences when prompted by the dialog.

4. Close Lightroom.

5. Restart Lightroom.

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Dec 12, 2023 Dec 12, 2023

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Hi Rick - 

Here's the dialog box I've been using for the last 2 years to submit crash reports.  I find it strange you can't find them... 😞  Am I doing something incorrectly?

 

AllanGraves_0-1702396923338.png

 

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Adobe Employee ,
Dec 12, 2023 Dec 12, 2023

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Check the box and add your email.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Dec 12, 2023 Dec 12, 2023

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i did.  and i have done so in the past.  i'm not pasting it on a public forum though.  It is the same email I am registered under for adobe.

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Community Beginner ,
Dec 12, 2023 Dec 12, 2023

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Just a quick edit, but apprently I sent this through my business account when I meant to send through my personal account where I'm having the issue. So I've sent a handful of crash reports, but they wouldn't show up under the email address from this account.

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Adobe Employee ,
Dec 12, 2023 Dec 12, 2023

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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? 

If you are using a different address, as your message indicates, we need to know what address you used. 

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Dec 12, 2023 Dec 12, 2023

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Hi Rikk,

 

I've logged in to my personal account, so you should see multiple crash reports from the email address associated with this account.

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Adobe Employee ,
Dec 12, 2023 Dec 12, 2023

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I see nothing using the email you've used here. 

The next time you see a crash report, fill it out, and then screenshot and post it here for more to review. Then send it. 

Thanks

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Dec 12, 2023 Dec 12, 2023

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Is there any delay in seeing crash reports? I've sent about 10 of them in the past couple of hours trying to troubleshoot this issue.

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New Here ,
Dec 12, 2023 Dec 12, 2023

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Here's the actual report.

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Adobe Employee ,
Dec 12, 2023 Dec 12, 2023

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About 15 minutes on a good day - 30 minutes on a slow day. 

Posting crash reports here is of practically no value.

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Dec 12, 2023 Dec 12, 2023

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If I can't read the email, the screenshot does me no good. 
If you are worried about someone seeing it, direct message it. 

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Dec 13, 2023 Dec 13, 2023

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Hi Rikk - 

Thanks for your help so far.

 

I uploaded another 4 or 5 reports last night and this morning for the same symptoms.  Can you confirm they were received and are helping to address this issue?

 

Is there something I can look for locally (or a debug mode to lightroom) that I can use to help assist in figuring out why the sync is failing?

 

This started last week, everything was great before that!

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Adobe Employee ,
Dec 13, 2023 Dec 13, 2023

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I've located your Crash Report (finally). It is not a Lightroom Desktop crash but an issue caused by one of our Cloud services. They already have a bug open on this and are working toward a resolution. 

Thank you for the reports. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products
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Enthusiast ,
Dec 13, 2023 Dec 13, 2023

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Rikk,

 

Not to nit pick. But a server crash should not crash LrD. That means LrD is not correctly handling bad data or excepton processing.

 

Tim

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Adobe Employee ,
Dec 13, 2023 Dec 13, 2023

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@Timothy.Spear 

Not to nitpick, but I said "services" - not "server"...
There is a big difference!

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Enthusiast ,
Dec 13, 2023 Dec 13, 2023

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@Rikk Flohr: Photography 

 

True, I totally glazed over that.

Same point still applies, a local service should not be able to crash the application. It might make it so it errors and is unable to perform some function. But the application should not crash.

 

Tim

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Adobe Employee ,
Dec 13, 2023 Dec 13, 2023

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@Jeffrey32543038gaju 

I've spoken to the team and this is the information they've supplied for working around your issue: 

Previous instances of this particular failure have been due to a corrupted binary. 

"This can resolved by deleting the binary which was determined to be corrupted; working from the same assumptions here, I would ask the user to do a filesystem search for the name of the `RAW` which they were working on and to confirm that all instances of that file (non-lightroom and lightroom tracked) are not corrupt. If the LR tracked copy is corrupt, delete it, and attempt to re-import."

Are you able to get the application into a state where you can affect any corrupted file you can locate?

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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