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16

Lightroom crashes to desktop while trying to lode enhance tools

Community Beginner ,
Feb 19, 2024 Feb 19, 2024

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I'm a seasoned Photoshop user, but I'm just dipping my toes into Lightroom.

 

Whenever I try to enhance an imported photo, I can see the loading bar for enhance tools, but after around 5 seconds, the app crashes to desktop every time. I've tried both updating the app to the most recent version and reverting to 7.0. Neither fixes the issue.

 

I'm running Windows 10 with an Intel IHD Graphics 630 video card.

 

Thanks in advance for the help.

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Windows

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Community Beginner ,
Feb 19, 2024 Feb 19, 2024

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Additional system information:

 

OS Name Microsoft Windows 10 Education
Version 10.0.19045 Build 19045
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name PELL20565
System Manufacturer LENOVO
System Model 11DC003CUS
System Type x64-based PC
System SKU LENOVO_MT_11DC_BU_Think_FM_ThinkCentre M70s
Processor Intel(R) Core(TM) i5-10400 CPU @ 2.90GHz, 2904 Mhz, 6 Core(s), 12 Logical Processor(s)
BIOS Version/Date LENOVO M2TKT3FA, 7/9/2021
SMBIOS Version 3.2
Embedded Controller Version 1.11
BIOS Mode UEFI
BaseBoard Manufacturer LENOVO
BaseBoard Product 3168
BaseBoard Version SDK0J40697 WIN 3305331020015
Platform Role Desktop
Secure Boot State On
PCR7 Configuration Elevation Required to View
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume3
Locale United States
Hardware Abstraction Layer Version = "10.0.19041.2728"
User Name LMUNET\preston.sangster
Time Zone Eastern Standard Time
Installed Physical Memory (RAM) 16.0 GB
Total Physical Memory 15.8 GB
Available Physical Memory 2.17 GB
Total Virtual Memory 27.3 GB
Available Virtual Memory 8.83 GB
Page File Space 11.5 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualization-based security Not enabled
Device Encryption Support Elevation Required to View
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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Also, I tried the fix suggested in other threads, and the problem is persistent. I'd really appreciate some help from an employee on this issue.

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Adobe Employee ,
Feb 22, 2024 Feb 22, 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? 

Based on your post, I would be suspicious of your Graphics Card: Intel IHD Graphics 630.  Are you certain you have the latest video driver for your card?

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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Thanks for your quick response, Rikk. I can confirm that my drivers are up to date; I double-checked that before posting.

Lightroom doesn't generate a crash report when the crash happens. The program crashes to desktop with no warning around 5 seconds after I select "enhance" on a photo.

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Adobe Employee ,
Feb 22, 2024 Feb 22, 2024

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Lacking a crash report, I would defer to Microsoft OS logging and error tools to see if you can pin down the crash. I am still suspicious of your graphics card given the symptom "The program crashes to desktop with no warning around 5 seconds after I select "enhance" on a photo."  This sounds like a GPU crash. 

Which card do you have and what driver version is installed?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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Here's exactly what I've got.

Preston3040240442va_0-1708616667365.png

 

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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And here's the kind of error that Windows is logging:

 

Source
Adobe Lightroom

Summary
Stopped working

Date
‎2/‎22/‎2024 10:40 AM

Status
Report sent

Description
Faulting Application Path: C:\Program Files\Adobe\Adobe Lightroom CC\lightroom.exe

Problem signature
Problem Event Name: BEX64
Application Name: lightroom.exe
Application Version: 7.2.0.0
Application Timestamp: 65ccfa98
Fault Module Name: igd12um64kbl.dll
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 65520d21
Exception Offset: 0000000000255215
Exception Code: c0000409
Exception Data: 0000000000000007
OS Version: 10.0.19045.2.0.0.256.121
Locale ID: 1033
Additional Information 1: 88a5
Additional Information 2: 88a560d097a4456ee9cb4889ed783127
Additional Information 3: 9fed
Additional Information 4: 9fed5b6f8225dbe9796493d989aa9b64

Extra information about the problem
Bucket ID: 9da0f2389f6bba414792d625a4c12457 (1698655466638353495)

 

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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This is the last activity I see before the crash.

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Adobe Employee ,
Feb 22, 2024 Feb 22, 2024

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As suspected - the report identifies igd12um64kbl.dll which is an Intel Graphics Driver file. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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I'm glad we're getting this narrowed down. According to Intel's Drive and Support Assistant, the driver is up to date. Do you have any further recommendations for resolving the issue?

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Adobe Employee ,
Feb 22, 2024 Feb 22, 2024

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LATEST

That doesn't preclude a bug in the current driver. Do you have an older driver laying around still that you could try?

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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