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Ben21999134h6so
Participant
November 29, 2021
Question

Lightroom crashing on startup Windows 10

  • November 29, 2021
  • 2 replies
  • 599 views

I've had lightroom be unable to start for a while now on Windows 10. It starts to load and before the splashscreen disappears, it crashes. So far I've:

uninstalled/re-installed

downgraded to v4.4

upgraded to v5

removed preferences (alt/shift at startup)

removed AppData folder

Rebooted many times

 

My computer is always up to date with Windows 10 updates and this has been going on over a number of months (so shouldn't be specific to an update anyway). I can't seem to do "contact us" on the Adobe web site - nothing ever happens when trying to access it on multiple browsers.

 

Is anybody able to help please and advise anything else I can try to fix this please?

This topic has been closed for replies.

2 replies

D
defaultane15pm8xvyr
Participant
February 17, 2022

Did you get any help with this?  I got to use lightroom for about a week before this started happening every time I tried to launch it.

Rikk Flohr_Photography
Community Manager
Rikk Flohr_PhotographyCommunity Manager
November 29, 2021

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: Adobe Photography Org
B
Ben21999134h6soAuthor
Participant
December 2, 2021

I'm fairly certain it's the same address but can't seem to get back to it now. It was an Adobe crash report but now it never comes up (I think I ticked a button) and so now the screen loads, and before the splashscreen has gone it just disappears.

 

I have just tried a bunch of times around now: 20:46 UK time. I'm not really sure what else I can do?

B
Ben21999134h6soAuthor
Participant
December 2, 2021

reset preferences and can confirm it is the same email address as here. I've copied the crash report below in case it's not getting there:

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.7.0" clientVersion="4.7.0" applicationName="Adobe Lightroom" applicationVersion="5.0" build="20211012-0002-a1240ed" source="Windows-Client" crashType="n/a">
<time year="2021" month="12" day="2" hour="20" minute="49" second="16" timeoffset="0" timezone="GMT Standard Time"/>
<user guid="XXXXX"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="19043" applicationlanguage="en-us" userlanguage="en-GB" oslanguage="en-GB" ram="10126" machine="Intel(R) Core(TM) i5-3450S CPU @ 2.80GHz" model="Intel64 Family 6 Model 58 Stepping 9" cpuCount="4" cpuType="8664" cpuFreq="2794 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Off Line" adapterCompatibility="NVIDIA" adapterRAM="2048 MB" caption="NVIDIA GeForce GT 640M" description="NVIDIA GeForce GT 640M" driverDate="20150722000000.000000-000" driverVersion="10.18.13.5362" videoModeDescription="" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_0FD2&#38;SUBSYS_054B1028&#38;REV_A1&#92;4&#38;1970A337&#38;0&#38;0008" installedDisplayDrivers="nvd3dumx.dll,nvwgf2umx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFC6C592DFD">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFC6C592DFD" symbolname="AgNativeImage::GetPixelFormat"/>
<stackStatement index="1" address="0x00007FFC6C599CB0" symbolname="AgGraphicsD2D_load"/>
<stackStatement index="2" address="0x00007FFC6C491370" symbolname="AgXRayWnd::OnEraseBkgnd"/>
<stackStatement index="3" address="0x00007FFC65132D33" symbolname="unknown"/>
<stackStatement index="4" address="0x00007FFC651325EF" symbolname="unknown"/>
<stackStatement index="5" address="0x00007FFC6512FE7E" symbolname="unknown"/>
<stackStatement index="6" address="0x00007FFC65130264" symbolname="unknown"/>
<stackStatement index="7" address="0x00007FFC64FD7331" symbolname="unknown"/>
<stackStatement index="8" address="0x00007FFC9060E7E8" symbolname="CallWindowProcW"/>
<stackStatement index="9" address="0x00007FFC9060E36C" symbolname="DispatchMessageW"/>
<stackStatement index="10" address="0x00007FFC90620F93" symbolname="SendMessageTimeoutW"/>
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<stackStatement index="24" address="0x00007FFC79A1697E" symbolname="lua_resume"/>
<stackStatement index="25" address="0x00007FFC79A036A6" symbolname="lua_pcall"/>
<stackStatement index="26" address="0x00007FFC6C37BB7E" symbolname="private_load_AgEventLoopUtils"/>
<stackStatement index="27" address="0x00007FFC6C37AA50" symbolname="HandleASAPTasks"/>
<stackStatement index="28" address="0x00007FF71A4F3F8A" symbolname="GetAppInstance"/>
<stackStatement index="29" address="0x00007FFC651198C7" symbolname="unknown"/>
<stackStatement index="30" address="0x00007FFC6514BF80" symbolname="unknown"/>
<stackStatement index="31" address="0x00007FF71A36DF76" symbolname="AgViewWin32Window::`default constructor closure&#39;"/>
<stackStatement index="32" address="0x00007FFC90987034" symbolname="BaseThreadInitThunk"/>
<stackStatement index="33" address="0x00007FFC91AE2651" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x00000266D6831C70"/>
<register name="RBX" value="0x0000000000000000"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x0000000000001FA0"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x00000097198FE790"/>
<register name="RBP" value="0x00000097198FEA20"/>
<register name="RIP" value="0x00007FFC6C592DFD"/>
<register name="EFL" value="0x0000000000010202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<binaryImage start="0x00007FFC884C0000" end="0x00007FFC884D0000" path="adobe\Vulcan.dll"/>
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<binaryImage start="0x00007FFC89EB0000" end="0x00007FFC89F5E000" path="mscms.dll"/>
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<binaryImage start="0x00007FFC89C90000" end="0x00007FFC89CA1000" path="ColorAdapterClient.dll"/>
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<binaryImage start="0x00007FFC78F40000" end="0x00007FFC78F7E000" path="dataexchange.dll"/>
<binaryImage start="0x00007FFC8BDD0000" end="0x00007FFC8BFB5000" path="dcomp.dll"/>
<binaryImage start="0x00007FFC6C320000" end="0x00007FFC6C354000" path="rtscom.dll"/>
<binaryImage start="0x00007FFC3F510000" end="0x00007FFC3F6F9000" path="InkObj.dll"/>
<binaryImage start="0x00007FFC87B30000" end="0x00007FFC87B3D000" path="atlthunk.dll"/>
<binaryImage start="0x00007FFC68F00000" end="0x00007FFC68F45000" path="wisp.dll"/>
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<binaryImage start="0x00007FFC79BB0000" end="0x00007FFC79BE1000" path="cryptnet.dll"/>
</binaryImageSet>
<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

</crashreport>

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