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Lightroom crashing on startup Windows 10

New Here ,
Nov 29, 2021 Nov 29, 2021

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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?

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Adobe Employee ,
Nov 29, 2021 Nov 29, 2021

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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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New Here ,
Dec 02, 2021 Dec 02, 2021

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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?

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New Here ,
Dec 02, 2021 Dec 02, 2021

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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"/>
<stackStatement index="11" address="0x00007FFC91B30BA4" symbolname="KiUserCallbackDispatcher"/>
<stackStatement index="12" address="0x00007FFC8F571464" symbolname="NtUserCallHwndLock"/>
<stackStatement index="13" address="0x00007FFC6C545B23" symbolname="AgViewViewBehavior::updateWindow_L"/>
<stackStatement index="14" address="0x00007FFC79A15A5D" symbolname="lua_getstack"/>
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<stackStatement index="17" address="0x00007FFC79A1676F" symbolname="lua_resume"/>
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<stackStatement index="21" address="0x00007FFC79A3C6DC" symbolname="luaopen_table"/>
<stackStatement index="22" address="0x00007FFC79A168D4" symbolname="lua_resume"/>
<stackStatement index="23" address="0x00007FFC79A652A9" symbolname="AgThrowProgramError"/>
<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="0x00007FFC80C40000" end="0x00007FFC80C7E000" path="adobe\bridgetalk.dll"/>
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<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="0x00007FFC88D70000" end="0x00007FFC88DA0000" path="RTWorkQ.dll"/>
<binaryImage start="0x00007FFC3F400000" end="0x00007FFC3F50A000" path="MFReadWrite.dll"/>
<binaryImage start="0x00007FFC3EF60000" end="0x00007FFC3F3F1000" path="mfcore.dll"/>
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<binaryImage start="0x00007FFC880F0000" end="0x00007FFC880F9000" path="ksuser.dll"/>
<binaryImage start="0x00007FFC8E5E0000" end="0x00007FFC8E5F2000" path="umpdc.dll"/>
<binaryImage start="0x00007FFC887D0000" end="0x00007FFC88807000" path="CompPkgSup.DLL"/>
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<binaryImage start="0x00007FFC3ED50000" end="0x00007FFC3EF56000" path="mfmp4srcsnk.dll"/>
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<binaryImage start="0x00007FFC79E40000" end="0x00007FFC79E57000" path="ondemandconnroutehelper.dll"/>
<binaryImage start="0x00007FFC8E220000" end="0x00007FFC8E254000" path="rsaenh.dll"/>
<binaryImage start="0x00007FFC837A0000" end="0x00007FFC837B6000" path="adobe\net_client.dll"/>
<binaryImage start="0x00007FFC79BB0000" end="0x00007FFC79BE1000" path="cryptnet.dll"/>
</binaryImageSet>
<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

</crashreport>

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Adobe Employee ,
Dec 02, 2021 Dec 02, 2021

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What is your nVidia graphic driver version number?

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Dec 07, 2021 Dec 07, 2021

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It's 353.62.

 

I've just tried updating it to the latest from Nvidia but the driver install package says it can't determine a valid GPU 😞

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New Here ,
Feb 17, 2022 Feb 17, 2022

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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.

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