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Lightroom CC 4.4 and 5.0 Crash Upon startup

New Here ,
Nov 22, 2021 Nov 22, 2021

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I cannot see what the issue is. The flash page displays, "Loading Preferences..." is displayed, and then it crashes, and I get a crash report dialog. I have sent so many of those, and yet have heard nothing in return. I wonder why there is even an email field.

Windows 10

Dell XPS 15

 

I have uninstalled and installed. I have uninstalled, removing preferences, and installed. The last version that worked for me was 4.3, and now I can't seem to find that to load again.

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Adobe Employee ,
Nov 23, 2021 Nov 23, 2021

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We would like to help diagnose your crash but we need more information. Click your Windows Start Button and type "winver" and copy the exact version of Windows you have installed on your machjine and paste it back here please. 

 

Your crash reports indicate your crash is video-related. Also provide the current video card (s) available in Device Mananger and the current version of the driver software for each. 

 

Thanks!

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Nov 24, 2021 Nov 24, 2021

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Edition Windows 10 Home
Version 20H2
Installed on ‎11/‎19/‎2020
OS build 19042.1348
Experience Windows Feature Experience Pack 120.2212.3920.0

 

Device name DESKTOP-J1VKRKR
Processor Intel(R) Core(TM) i7-4702HQ CPU @ 2.20GHz 2.20 GHz
Installed RAM 16.0 GB
Device ID AD8ACB6F-A42E-49E6-9AD2-268C3ACE8B65
Product ID 00325-80000-00000-AAOEM
System type 64-bit operating system, x64-based processor
Pen and touch Touch support with 10 touch points

Jon218895165bof_0-1637769910998.png

 

Jon218895165bof_1-1637770009969.pngJon218895165bof_2-1637770040493.png

 

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New Here ,
Dec 02, 2021 Dec 02, 2021

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Any updates for me here? Something to try?

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Adobe Employee ,
Dec 02, 2021 Dec 02, 2021

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

 

Do you still 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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New Here ,
Dec 02, 2021 Dec 02, 2021

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I believe I may have checked the box to just keep sending them. I tried today to start the LR process.

uninstall/install again, and that should re-init the dialog to send the crash.

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New Here ,
Dec 02, 2021 Dec 02, 2021

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Of course, now no matter how many times I uninstall/install that dialog doesn't appear, yet the program behaves the same. Splash screen, then nothing.

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Adobe Employee ,
Dec 02, 2021 Dec 02, 2021

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A Preference File will survive a Lightroom uninstall/reinstall. Sometimes weird behavior is corrected/cured by resetting the 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.

Does the behavior continue after resetting the preferences?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Dec 02, 2021 Dec 02, 2021

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That at least got us back to the dialog 🙂

I verified that the email address is my email address, and the one I used to register the product.

The dump log looks as cryptic as the log I get from my own application so it's up to you to figure it out please. I was hoping there may be some clue in the actual exception.

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New Here ,
Dec 02, 2021 Dec 02, 2021

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Let's answer your questions.

Apparently I am not seeing the crash dialog any longer. (Is there something in the registry for this?)

Hopefully I used the same email address. 

This looked like an Adobe crash dialog but it's been a while since I last saw it.

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New Here ,
Dec 03, 2021 Dec 03, 2021

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Away for the weekend, I will get back to this on Monday. How do we note that I am paying for something that doesn't work? Thanks.

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Adobe Employee ,
Dec 03, 2021 Dec 03, 2021

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Looking at your original crash log, I would recommend updating Windows to its latest update and then downloading the latest video driver from your video card manufacturer's website.  

 

If you see the crash dialog again after this, type your email address into it and then screenshot it and post it here. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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