Lightroom freezing

[branco_3049]

Greetings,

I work as an IT support & one of our customers has problems with Lightroom which I can't solve that's why I'm reaching out to the community.

First off all the specs of the device & the software.(Apologies but it's in dutch)

Lightroom-versie: 7.5 x64 [ 20240801-2320-5b173a1 ] (Aug 1 2024)
NGL-versie: 1.37.0.9
WF-versie: 6.4 b041ae4
VF-versie: 1.0.139
HIL-versie: 40409
CAI-versie: adobe_c2pa/0.9.3 c2pa-rs/0.31.0

Besturingssysteem: Windows 11
Versie besturingssysteem: Windows 11 Pro (2009)
Toepassingsarchitectuur: x64
Systeemarchitectuur: x64
Computermodel: LENOVO 21FA0047MB / 13th Gen Intel(R) Core(TM) i7-13700HX
Aantal logische processors: 24
Processorsnelheid: 2,3 GHz
Ingebouwd geheugen: 32440,3 MB
Beschikbaar fysiek geheugen voor Lightroom: 32440,3 MB
Fysiek geheugen gebruikt door Lightroom: 2016,2 MB (6,2%)
Virtueel geheugen gebruikt door Lightroom: 4014,9 MB
Cachegeheugengrootte: 3473,6 MB

Interne Camera Raw-versie: 16.5 [ 1953 ]
Maximumaantal door Camera Raw gebruikte threads: 13
Camera Raw SIMD-optimalisatie: SSE2,AVX,AVX2
Virtueel geheugen Camera Raw: 459MB / 16220MB (2%)
Fysiek geheugen Camera Raw: 447MB / 32440MB (1%)

Weergave: 3840x2400
Dpi-instelling systeem: 240 dpi (hoge dpi-modus)
Bureaubladcompositie ingeschakeld: Ja
Invoertypen: Multi-aanraking: Ja, Geïntegreerde aanraking: Ja, Geïntegreerde pen: Ja, Externe aanraking: Nee, Externe pen: Ja, Toetsenbord: Nee

GPU-info: DirectX: NVIDIA RTX 3500 Ada Generation Laptop GPU (31.0.15.5286) - 11.5 GB
GPU-details: geladen: Ja, ondersteund: Ja, berekening: Ja, init: I3_GPU4, hard: success, soft: success, al: Nee, dl: Nee
Mediamogelijkheden van het besturingssysteem: true

Toepassingsmap: C:\Program Files\Adobe\Adobe Lightroom CC
Map Instellingen: C:\Users\davina.depret\AppData\Roaming\Adobe\Lightroom CC
Bibliotheekmap: C:\Users\davina.depret\AppData\Local\Adobe\Lightroom CC\Data

Basically the customer is exporting pictures as jpeg, a maximum of 200-250 at a time. It started with freezing(all the time) when selecting a directory where to save the pictures. There was still an old network share added on her device which is now inactive so me & my colleagues thought this might've been the issue. After removing this network share the instant freezes no longer ocurred when trying to save pictures. We completely removed all traces of the share afterward, using net use & removing the credentials at the credential manager in Windows.

However the freezes are still happening, not all the time, just more random which makes the troubleshooting hard for us. Lightroom always has to be force closed.

Things I've done on the device.

-Windows tools/updates (SFC, DISM, memtest)

-GPU drivers updated

-Lightroom updated

-Uninstall & reinstall

-Cleared the SSD from 90%->50% full

Also found a lot of posts with freezes but the most of them are about lightroom classic, tried some of the advice in those topics. Resetting preferences etc.

The final step I'm about to take is clean install Windows, but I wanted to reach out here first before taking this step.

Thanks in advance.

[Sameer K]

Hey, @branco_3049. Welcome to the Lightroom Community. I'll help you figure this out.

Your machine has two GPUs: the power-saving Intel UHD Graphics and the high-performance Nvidia RTX 3500.

Please try these two suggestions:
1 - Update the graphics drivers using Intel's auto-detect program, as you've updated Nvidia drivers already.

2 - Follow step 6 in the content here to configure the default GPU for Lightroom: https://adobe.ly/49YQSCI

After you update the GPU drivers, try the steps below and check how it goes. The GPU info & Logs location on Windows is %APPDATA%\Adobe\CameraRaw. A shortcut to get to this folder on Windows is:

• Press the Windows + R
• Enter %APPDATA%\Adobe\CameraRaw
  
  
• Rename the GPU & Logs folder in this directory by adding .old at the end. (GPU.old & Logs.old)
• Launch Lightroom Classic again.

Let me know how it goes. Thanks!
Sameer K

(Use '@mention' to tag me when you reply)