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Lightroom eco crashing during startup

New Here ,
Feb 04, 2025 Feb 04, 2025

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As the title says I have a customer that is experiencing constant crashes in Lightroom ecosystem. It gets to "loading preferences" then closes to desktop. He is on Win 11. I checked the logs and there is nothing there. I reset then deleted preferences but it still happens. Uninstalled Lightroom eco, removed all traces of it on the PC, restarted the PC and then re-installed it but it still happens. There is nothing in the Event logs as well.

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New Here ,
Feb 04, 2025 Feb 04, 2025

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Update: I also updated the Nvidia drivers as well.

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Adobe Employee ,
Feb 04, 2025 Feb 04, 2025

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Please go to Help>System Info… and provide us with your software's installed version number. 

 

Rikk Flohr: Adobe Photography Org

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New Here ,
Feb 04, 2025 Feb 04, 2025

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8.1 installed today via Adobe CC

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Adobe Employee ,
Feb 04, 2025 Feb 04, 2025

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

 

* Did you see a crash dialog?

* Was the crash dialog Adobe’s? Microsoft’s? 

* Do you use a different email address when filling out the crash report?

    * If Adobe’s dialog, did the dialog title say: “Error Report for “Adobe Lightroom” or “Report Unexpected Shutdown”?

 

 

Rikk Flohr: Adobe Photography Org

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New Here ,
Feb 04, 2025 Feb 04, 2025

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The address the user has is CHRCURRY@augusta.edu.

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New Here ,
Feb 04, 2025 Feb 04, 2025

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* Did you see a crash dialog? No

* Was the crash dialog Adobe’s? Microsoft’s? Neither

* Do you use a different email address when filling out the crash report? No crash report was generated

* If Adobe’s dialog, did the dialog title say: “Error Report for “Adobe Lightroom” or “Report Unexpected Shutdown”? No.

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Adobe Employee ,
Feb 04, 2025 Feb 04, 2025

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Based on your answers, I would refer you to your OS logs for investigating this crash. 

Additional items you can try: 
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.

And a Clean Install 

Clean Lightroom Install Procedure

Close Lightroom

Restart the computer

Use the Adobe Creative Cloud App to uninstall Lightroom

Restart the computer

Install Lightroom via the Creative Cloud App without launching any other programs.

Restart the computer

Launch Lightroom

Wait 5 minutes

Beyond that I would refer you to your OS and Video card for troubleshooting. 

 

 

 

 

Rikk Flohr: Adobe Photography Org

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New Here ,
Feb 04, 2025 Feb 04, 2025

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Did all that already as per my original post. It didnt fix anything. OS is up to date and the video drivers are up to date.

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Adobe Employee ,
Feb 04, 2025 Feb 04, 2025

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Please reread my post. You likely did not follow the exact steps I outlined in the order I wrote them. 

 

Rikk Flohr: Adobe Photography Org

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New Here ,
Feb 04, 2025 Feb 04, 2025

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Followed your steps to the letter and the crashing still happens

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Adobe Employee ,
Feb 04, 2025 Feb 04, 2025

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Thank you. 

I would recommend exploring your Microsoft logs since you are not getting any reporting dialogs.  A lack of crash report dialogs is a clue that things are likely happening on a system level and not an app level. 

 

Rikk Flohr: Adobe Photography Org

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