v6.3.1 is very unstable on my Windows 10 laptop

[Billious K]

Since installin latest release 6.3.1 of LightRoom it has been crahing righ left and center. As soon as I attempt to access eithe the top menu items or right-mouse-click on any of my images it crashes.  I have been sending reports off each time but nothing back yet.  Has anyone else experienced this?

[Rikk Flohr: Photography]

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? 

[Billious K]

Hi there,

So, the crashes throw up a small dialogue box from Adobe saying that it has
encountered and error and originally it was asking if I wanted to send a
crash report direct to Adobe (I assume via my email bill@kershaws.org
). Last time it did this I ticked a box for it
to automatically send reports so the dialog no longer appears. I am unable
to reverse this because as soon as I click on Edit in the main menu to get
to Preferences it crashes out completely.



It only started doing this following install of the latest v6.3.1 update.
Up until then it had been rock solid.



I am thinking of uninstalling and then installing the previous version again
in the hope that this will return me to a stable situation again - please
advise if this is a good or bad idea, or any other advice you may prefer to
offer.



Thank you



Bill Kershaw

[Rikk Flohr: Photography]

 I still don't see any reports under that name.

WRT Reinstalling. It will hurt nothing and it may help. 

I recommend the following: 

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

then:

 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.

[Billious K]

Hello Rikk,

I have just completed the uninstall and re-install as per your instructions but it is still crashing.  Each time it crashes  I send the report to Adobe with my email address as <Removed> but you say you cant find the crash reports which is most frustrating.  Please could you continue to assist me to overcome this issue as I have pictures I need to put into ablums and share to friends but it keeps crashing.

Thank you  

[Billious K]

Just to add to the above, I can browse around my pictures using the left hand pane menu items, and I can edit photos using the right hand panel editing tools, but it crashes everytime as soon as I click on any of the LightRoom window menu options File, Edit, Photo, View, or Help.

[Billious K]

I have just discovered that it seems to be my monitor setup that is causing these crashes on my system.  One of my two monitors seems to be causing this instability. If change my display set up to output to just my newist HP 27F monitor it runs well and does not crash, but if I configure my display set up to extend desktop over that and my older LG monitor (using it's VGA port) then I get the crashing issue upon clicking on any of the LightRoom window menu options.

Will keep to using my single monitor setup for now and see if I can figure out why it crashes with them both.  

[Rikk Flohr: Photography]

I find no crash reports under that address.

The next time it crashes, can you please take a screenshot of the Crash Reporting Dialog after you've entered your email address but before you send it. Post the screenshot in this forum.

Thank you!

[Billious K]

Here you go, screen shot as requested. This time it errored on starting up.

[Billious K]

Edition Windows 10 Pro
Version 22H2
Installed on ‎24/‎03/‎2021
OS build 19045.2846
Experience Windows Feature Experience Pack 120.2212.4190.0

[Billious K]

Processor Intel(R) Core(TM) i7-2620M CPU @ 2.70GHz 2.70 GHz
Installed RAM 8.00 GB (7.88 GB usable)
Product ID 00330-80000-00000-AA658
System type 64-bit operating system, x64-based processor

[Rikk Flohr: Photography]

I am still not seeing the crash report on our end. 

Can you verify Lightroom Version number? Please go to Help>System Info… and provide us the exact installed version number of your software. 

[Billious K]

Lightroom version: 6.3.1 x64 [ 20230417-1525-e348d75 ] (Apr 17 2023)
NGL Version: 1.31.0.19
WF Version: 5.3.1 168b339
VF Version: 1.0.135.2
HIL Version: 40405
CAI Version: adobe_c2pa/0.4.2 c2pa-rs/0.18.0

Operating system: Windows 10
OS Version: Windows 10 Pro (2009)
Application architecture: x64
System architecture: x64
Computer model: Dell Inc. Latitude E6320 / Intel(R) Core(TM) i7-2620M CPU @ 2.70GHz
Logical processor count: 4
Processor speed: 2.6 GHz
Built-in memory: 8072.9 MB
Real memory available to Lightroom: 8072.9 MB
Real memory used by Lightroom: 513.4 MB (6.3%)
Virtual memory used by Lightroom: 457.4 MB
Memory cache size: 402.2 MB

Internal Camera Raw version: 15.3 [ 1451 ]
Maximum thread count used by Camera Raw: 3
Camera Raw SIMD optimization: SSE2,AVX
Camera Raw virtual memory: 0MB / 4036MB (0%)

Display: 1680x1050
System DPI setting: 96 DPI
Desktop composition enabled: Yes
Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No

Graphics Processor Info: Unknown
Graphics Processor Detail: loaded: No, supported: No, compute: No, init: I1_Failed, hard: fail_no_gpu2, soft: not_checked, al: No, dl: No
OS Media Capability: true

Application Folder: C:\Program Files\Adobe\Adobe Lightroom CC
Settings Folder: C:\Users\Will\AppData\Roaming\Adobe\Lightroom CC
Library Folder: C:\Users\Will\AppData\Local\Adobe\Lightroom CC\Data

[Rikk Flohr: Photography]

Can you provide some information on the GPU in the computer and how much memory the GPU has?

[Billious K]

Adapter CompatibilityIntel Corporation

Video ProcessorIntel® HD Graphics Family

Resolution1680 x 1050

Bits Per Pixel32

Number of Colors4294967296

Refresh Rate - Current59 Hz

Refresh Rate - Maximum60 Hz

Refresh Rate - Minimum59 Hz

Adapter DAC TypeInternal

AvailabilityRunning at full power

StatusThis device is working properly.

LocationPCI bus 0, device 2, function 0

[Billious K]

The HD Graphics 3000 has no dedicated memory but shares the Level 3 / LLC Cache with the CPU cores and also part of the main memory. 

[Rikk Flohr: Photography]

It is likely then that you system does not meet the minimum spec. Review your system specs here: https://helpx.adobe.com/lightroom-cc/system-requirements.html 

I am guessing your video card does not meet the minimum required spec. 

[Billious K]

I spoke too soon! I am still getting crashes when click on LightRoom window menu options even with just one display. It also has crashed a couple of times while starting. Have sent crash reports with my email <removed>  - Please can you continue to help me resolve whatever is causing this issue.

[Billious K]

Oops! Silly of me to put my email address in the post for all to see. Please can it be removed from the post?

Many thanks

[Rikk Flohr: Photography]

Can you check your system for the presence of lrcc_console.log file in your C:\Users\<username>\AppData\Roaming\Adobe\Lightroom CC

[Billious K]

Hi Rikk,
There is no sign of the lrcc_console.log in that folder or anywhere else on my computer 😞 

[BrandonGHAPS]

We are having the same issue with multiple computers in a lab. Lightroom opens and immediately closes with no error report. I've attempted the steps listed but still no luck. The lab computers are running Windows 10 22H2. I've also tried it on my desktop computer running Windows 11 and have the same issue.