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P: Crash 5.0 - fixed 5.1 - crashing again in 5.2 (Windows video)

Explorer ,
Oct 27, 2021 Oct 27, 2021

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Windows 11, RTX3080, intel i7.

I've reinstalled Lightroom and deleted the cache, to no avail. Any idéas? (Works fine on my other computer, Surface Pro 7, Windows 10.)

See the screen recording: (this depicts the crash at a much slower speed, possible due to recording 4K screen.)
https://1drv.ms/v/s!AkUfVfS9fxHTiaw5vADJ4u2ave7Usg?e=lXaTbC
(Same file as attached.)

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correct answers 2 Correct answers

Explorer , Apr 17, 2022 Apr 17, 2022

A developer asked me to close MSI afterburner before starting Lightroom. If I do that, Lightroom works 100%. If MSI Afterburner is running, Lightroom crashes. It's as "simple" as that. 🙂 Happy times!

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Adobe Employee , Apr 11, 2022 Apr 11, 2022

Updates to the Adobe Photography Products were released today and contain a fix for this issue. Please install the update via your Creative Cloud Desktop App or your respective App Store. 

 

Note: 

You may need to refresh the Creative Cloud App for desktop software to show an update available.  ([Ctrl/Cmd]+[Alt/Opt]+ [ R ])

For Mobile downloads, it may take several days for the update to appear in your respective App Stores.

 

Thank you for your patience. 

Status Fixed

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Community Beginner ,
Oct 26, 2021 Oct 26, 2021

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After updating lightroom CC to the new version 5 "Max" update, i cant start it anymore. It crashes just as its done booting up.

 

OS: Win 10 professional 64 bit

GPU: Nvidia Geforce 1070 GTX

CPU: Intel i7700k

Memory: 32GB

 

I tried restarting the PC already, but nothing else so far. I did send the crash report. Lightroom did work flawless prior to the update.

 

BR

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New Here ,
Oct 26, 2021 Oct 26, 2021

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I have the same problem Win 10 Home 64 Bit, 5600M GPU, 4800H CPU, 32GB RAM, did the update opened the new Lightroom update and it just freezes right after the boopity boop noise it makes, I tried rebooting and stilll freezes, I tried uninstalling and keeping settings and reinstalling still freezes, tried uninstalling and reinstalling without keeping settings, I got the welcome screen which worked fine, but as soon as I tried to open an image it froze.

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New Here ,
Oct 26, 2021 Oct 26, 2021

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It appears to be graphics driver related, I updated my graphics driver and its working now.

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Adobe Employee ,
Oct 26, 2021 Oct 26, 2021

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Hi @Kaputnik,

 

We're sorry for the crash issue. Could you please update the Nvidia drivers from the manufacturer's website and see if that helps to resolve the crash issue for you? The latest driver version is 416.34, here's the download link: https://www.nvidia.com/en-us/drivers/results/138697/

 

Also, please share the email address with me via direct message so that I can look for the submitted logs.

 

Thanks,

Mohit

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Community Beginner ,
Oct 26, 2021 Oct 26, 2021

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Thanks, i will give the driver update a try. However i have to inform you, the latest driver for my graphics card is not 416.34 as that driver is from october 2018, the latest driver for my graphics card is 496.49 and since i indeed dont have that one updated yet, i will just give it a try.

BR Lorenz

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Community Beginner ,
Oct 26, 2021 Oct 26, 2021

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I updated the graphics driver but still encounter the same issue sadly 😞

BR Lorenz

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Explorer ,
Oct 27, 2021 Oct 27, 2021

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I missed the other identical thread, I'm upgrading the drivers just now... hope it works...

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Explorer ,
Oct 27, 2021 Oct 27, 2021

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Using newest available driver 496.49 the same issue persists. ☹️

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Adobe Employee ,
Oct 27, 2021 Oct 27, 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 or Microsoft?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Oct 27, 2021 Oct 27, 2021

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Hello Rikk! 🙂

Yes, I use the same email address (jesper@pale**dot.se). There are no crash dialog visible, Lightroom simply disappears from the screen. Se the attached screen recording in my first post.

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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The crash in the in the video looks like either a video driver or hardware level failure. Have you checked your Microsoft logs to see what the offending component is of the crash?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Oct 27, 2021 Oct 27, 2021

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Yes, I've checked the program and system event logs but can't find anything.

I just unistalled Lightroom, deleted everything lightroom-ish under %appdata% local and roaming, restarted my computer and reinstalled Lightroom. Same crash behaviour.

I have another, albeit slower, computer where it works just fine so I'm not really affected by this for now.

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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Have you tried disabling GPU in Lightroom's preferences? 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Oct 27, 2021 Oct 27, 2021

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I don't know how to do that without starting Lightroom, which doesn't work. 🤔 I googled for instructions how to do this by editing some preferences file but couldn't find anything.

 

Lightroom worked fine on this computer prior to the last upgrade.

 

I'll just wait and see if others with the same problem figures out how to get it going. Or maby some patch will turn up eventually. 🙃

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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Recommend 

 

1. Preference file reset

2. Clean Reinstallation

 

This procedure works for both Lightroom Classic and Lightroom Desktop.

If you are using Lightroom Desktop it can change the location of your local storage. 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.

 

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

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Oct 27, 2021 Oct 27, 2021

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I tried the alt+shift trick and was able to get a crash report. It is attached, and reported via the Adobe crash dialog.

I'll try the Clean install procedure tomorrow. Thanks!

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Explorer ,
Oct 27, 2021 Oct 27, 2021

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The txt-file couldn't be attached...
Here it is: https://1drv.ms/t/s!AkUfVfS9fxHTiaxEeSY8QArtl_B1lQ?e=PlxBmu

 

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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Let me know how your clean install goes. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Oct 30, 2021 Oct 30, 2021

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It didn't work. 😕
I tried the Adobe Creative Cloud Cleaner tool, same result. 🙁
The logs created by the log collector tool: AdobeLogs_20211030_100556_446-win.zip

 

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Adobe Employee ,
Oct 30, 2021 Oct 30, 2021

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What is the GPU being reported in use in Device Manager>Display Adapters?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Oct 30, 2021 Oct 30, 2021

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"NVIDIA GeForce RTX 3080"

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Adobe Employee ,
Oct 30, 2021 Oct 30, 2021

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I just wanted to verify that a motherboard-integrated device wasn't also showing. Thank you. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Explorer ,
Oct 31, 2021 Oct 31, 2021

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What's strange is that Lightroom continues to synchronize and updating pictures in the background. But I can't use the UI, only the crash dialog which then closes Lightroom when I click one of the buttons. (In my screen recording above I must have checked the "Always send crash reports automatically to Adobe" prior to making the recording, that's why it closes down immediately.)

 

Well, I have my other computer working well so this is at most just a small annoyance.

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Explorer ,
Oct 31, 2021 Oct 31, 2021

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Have you got the problem sorted out yet?

 

I have the same problem. 🙁

New upgraded version crashes directly at start - Adobe Support Community - 12475654

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Adobe Employee ,
Oct 31, 2021 Oct 31, 2021

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Are you a multi-monitor system?

Does the Escape key return functionality to the UI?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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