I’m pissed

Lightroom: 4 crashes on importing files

Lightroom 4 crashes program on importing files. Why is importing causing program to fail and close? Windows 7 64-bit, intel i7 cpu, 16 gigs of ram, 4 one tersbyte hard-drives. Can find no way to contact support directly on this lightroom issue. It shouldn't be this hard to get support for a product you sold me! How to remove lightroom 4? If it will not run correctly then it is useless software!
4 people have
this problem
+1
Reply
  • Well, I found this doing a simple web search.

    Start from the beginning. What is the error you are getting? Look for the crash log via "reliability" in the Start/Search box.

    Has the app ever worked during import? If not, when did it start? Are you running any real-time anti-virus software? Have you tried importing to a fresh catalogue as a test? Have you tried importing into a fresh catalogue logged in to a test account as a test?
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • "Windows is reporting a error prevented this program from continuing and must shut down the program".

    I removed Lightroom 4 and all catalogs, then Reinstalled program. did delete all catalogs in an effort to find a solution. Program has worked in the past in Lightroom 3.6 and Lightroom 4. Program stopped working in the past 2 weeks. Uninstalling program and reinstalling failed to fix problem. Creating a new default catalog didn't fix problem. All other areas work, problem is limited to importing images by means of additional hard-drives or usb connections. Only can use built in card reader to import files.

    Link for support is worthless, it fails to take one to a page where one can get real support. There is no e-mail support and everything is support by user groups only. Buying products should come with support not an additional fees basis. This releases Adobe from supporting products they sell and is a real turn off for buying their products.

    Reliabiility Report:
    Description
    Faulting application name: lightroom.exe, version: 4.0.0.10, time stamp: 0x4f45ddd8
    Faulting module name: PortableDeviceApi.dll, version: 6.1.7601.17514, time stamp: 0x4ce7c977
    Exception code: 0xc0000005
    Fault offset: 0x0000000000018097
    Faulting process id: 0xbb8
    Faulting application start time: 0x01cd1b47c2228a05
    Faulting application path: C:\Program Files\Adobe\Adobe Photoshop Lightroom 4\lightroom.exe
    Faulting module path: C:\Windows\system32\PortableDeviceApi.dll
    Report Id: 7d0ee2c4-873b-11e1-b730-90fba64976ee
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • I also defrag all hardrives and ran Registry cleaner, before reinstalling lightroom 4.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • I'm having the same problem, though Lightroom isn't actually "crashing" per se. Rather, it's hanging and functioning extremely slowly. If I allow it to function (i.e. continue operating without giving it the three-fingered salute), it can take a couple of hours just to load the photos in the import window. Then, when I go to import the images, the same thing happens.

    I'm running 4.1 RC2, though.

    My configuration is very similar. I'm running Windows 7 (up-to-date), 16 GB of RAM, and I've got three terabytes of HDD.

    Prior to version 4 (I've been using the product since it was published by Pixmantec) it worked perfectly.

    BTW, it also seems to have a problem when exporting images. I get an error telling me the image was not exported when in fact it was. It turns out, though, that no EXIF data makes it into the exported image.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • Albons.
    LR4 frequently crashes with Windows 7 ultimate 64 b when importing photos. Computer has been thoroughly checked out.
    Microsoft Windows 7 Ultimate -64 – Ram: 12 GB – Intel Core i7 CPU 950 @ .3.07Ghz, 3068 Mhz. Avira anti Virus tried Karpersky same problem.
    Deleted the Lightroom 4 twice and installed it twice again, same problem.
    Removed the preference folder and started again, same problem.
    I had before Lightroom, 1,2,3 and 4 Beta (worked well) but Lightroom 4 normal installation works but I can not use the import Module.
    I have installed on the same computer Adobe Creative Suite 5 Design Premium and this Works fine, inclusive Adobe photoshop. ???? Please advise
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • Pete Green (Customer Advocate) August 21, 2012 00:35
    Hi Jamesf and Wilem jan van der horst, and anybody else this applies to,

    Since you're running into this issue with Lightroom crashing on import in Windows,

    Can you provide me with crash reports to send to the team so we can investigate further the cause of the crashes?

    Click this link: http://bit.ly/NgcMBH

    This will direct you to a secure page with a direct download link to a zip file.
    Download the .zip file and extract it to its own folder.

    Follow the directions in the Readme.exe included in the .zip

    Email the crash dumps you get to petgreen (at) adobe (dot) com in the bug report.
    Let me know what you can do!
    Thanks
    • You know I cannot understand why it is that you people produce content that cannot be downloaded or opened and requires all this crap software that doesn't work on customers computers. Adobe sendnow will not download the file wincrash_dump zip that you sent to me in an e-mail. Just send the damm file and be done with it instead I have to do all this extra work for nothing, because it doesn't work! So now not only can I not import files from any of my cameras.I bought the standalone product, because when I signed up for the Creative Cloud. Adobe wasn't going to offer Lightroom, only to discover it was. This has turn out to be a big waste of my money. Because lightroom cannot import a single file! Then 3 months with not a single word from Adobe about the problem you send me this link, that will not download! That requires another product that also doesn't work! So now, I have to deal with the lack of support and two programs that fail on all accounts.
    • Pete Green (Customer Advocate) August 21, 2012 06:26
      You can't click the link and click the Download link?

      Sorry it works well from my end, I assumed it would from yours as well -- the download just starts easily. The process should be simple, an no installation necessary.

      I'll send it to your email privately James. Sorry bout that.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • I’m not a happy camper
    currently Lightroom 4.1 cannot see an attached Nikon DSLR by means of a usb cord to the computer. I have to remove the memory card everytime, I want to download to the computer. Windows 7 64-bit does in fact see the usb attached camera, but Lightroom doesn't have a clue. It is only when the memory card is placed in a card reader that Lightroom can download the images from the card. The zip file you have at the link http://bit.ly/NgcMBH will not download or allow it to be saved to my system. So, I cannot read/save/open the fix, even after logging into the system. Plus I purchased Lightroom with the understanding it wasn't going to be included in the Creative Cloud, now to discover it was and I really wasted my money buying Lightroom as a stand alone product. What a rip off if the program cannot see an usb attached camera.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • Lightroom doesn't have the means to create a problem report and you link fails to download in windows Explorer 9.0. Lightroom 4.1 fails to see any attached DSLR camera and cannot do an import as a result. Only means is removing memory card from camera and using a card reader to do the importing with. This action places my files at risk every time the card is removed from the camera. Where every time a portable drive is attached Lightroom does see it and launches, even if I do not want it to launch. Where nothing happens with the camera. Windows does in fact see the camera and launches it's own file transfer program. But Lightroom is DOA with any camera. Which is a real pain to use in this limited function and forces more time to the production end of things. By having to do more steps just to transfer files out of the camera.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • Pete Green (Customer Advocate) August 23, 2012 20:04
    James F's issue is now resolved, PortableDeviceAPI was crashing repeatedly... He uninstalled his USB controllers from device manager in windows 7, as well as uninstalling his USB hubs from device manager.

    Rebooted computer, allowed windows to reinstall the drivers, then LR was able to import with success several times, when it wasn't working at all even once.

    Sounds like he's up and running, so I'd like to ask others experiencing this type of issue to try these suggestions and let us know how you get on.

    Thanks
    Pete
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • I still have something happening and it seems to be tied to crashing Internet Explorer 9.0. If Explorer crashes during a page load or video playback. I have to open the device manager and uninstall all my usb hubs. This wipes out my keyboard and mouse, so I have to do a hard reboot. When The system comes back on, it rebuilds the usb hubs and for a bit, I am able to import inside Lightroom 4.1. I would hope Microsoft would fix the problem in the next update patch or at least post a hotfix for the problem. I ran the reliability checker within windows 7 to discover my issue was with PortableDeviceApi.dll I understand there is a hotfix for windows xp, but there isn't one for Windows 7 yet. You might try this and see if it solves your problem too, but be aware that if your internet explorer crashes, you will have to repeat the process of uninstalling your usb hubs everytime a crash occurs. A real pain and waste of productivity to do, but it beats not having the use of Lightroom altogether. If you cannot import and add to or create a catalog then Lightroom is dead to you. Funny that Bridge CS5-6 still works fine and they both can import images. But if a webpage fails to load properly in Explorer 9.0 Lightroom cannot import, until the usb hubs are uninstalled and the system is rebooted.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • I’m frustrated
    James - I'm having a similar problem on export.

    On a cold start (core temps at their lowest), I can squeeze out maybe 15 exported images before it will black out. LR 4.1 seems to be causing people's core temperatures to rise to such dangerous levels that our computers are blitzing out to save our hardware from frying everything. Unacceptable, seeing as I can have Photoshop and Illustrator open at the same time with Chrome and other stuff running (BEFORE my RAM upgrade), and I never had this issue. Ever. Not until 4.1.

    I too have had no problems with any other versions of LR before 4.1.

    THIS SUUUUUCKS because I'm on deadline and have to export these images.

    I love LR, but this is ridiculous. Adobe, for shame.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • I found that Windows internet Explorer 9.0 was creating problems for me on importing. If Explorer chashed or had an issue with loading a page then the result was Lightroom was blocked from importing. I had to go to my device manager and uninstall the usb hubs from the system. This removes your mouse and keyboard from the system and you have to do a hard reboot, ( by pushing the power button on the computer). The computer restarts and reinstalls your mouse and keyboard and resets the usb hubs. Just do not load or use the Internet Explorer 9.0 and Lightroom should work, until that is you use Explorer again and it crashes or fails to load a page.Then you have to repeat the above steps everytime you use Explorer 9.0 and it crashes. It doesn't make a good case for using Windows Internet Explorer 9.0, I am hoping that some patch yet to be released will address and fix this issue. But I am not holding my breath. Give this a try and post your results so others can be made aware of what might fix the problem.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • I’m sad
    Lightroom 4.2 crashed for me this weekend 11/11/12 on importing some 28 GB of wedding images of Nikon D800E NEFs into a new catalog (I use a new catalog for each event) from a Sandisk 32 Gb Extreme Pro CF using a Lexar Professional USB 3.0 Dual Slot Memory Card Reader, on an i7 2600K Quad Core w 8 Gb RAM running Windows 7 64-bit, Asus P8Z77-V Pro MB, 2 TB hard drive. (I don't use IE, I use Firefox).
    I was in a hurry so I repeated the import after killing Lightroom. It seemed well at first, as it looked like it imported only the remaining images. However about a dozen files were copied with a "2" appended to the base name in addition to the original. Also, on later anaysis many images had an exclamation in the upper right of the thumbnail and LR said it couldn't work with the images. The file sizes to the byte were the same for both versions and also the same as on the CF card. I then did an OS copy to the hard drive and it went well. So I imported into a new catalog from the hard drive with no issue. I then copied several files from the "crashed directory" and from the "OS copy" directory to directories on an SD card and used my Linux system to do a "diff" on the directories.

    Turns out:
    [jb@localhost NIKON D800E]$ ll OSCopy
    total 227520
    -rw-r--r--. 1 jb jb 44651535 Nov 10 11:58 DSC_5105.NEF
    -rw-r--r--. 1 jb jb 44039314 Nov 10 11:58 DSC_5106.NEF
    -rw-r--r--. 1 jb jb 48499008 Nov 10 11:58 DSC_5107.NEF
    -rw-r--r--. 1 jb jb 48247062 Nov 10 11:58 DSC_5108.NEF
    -rw-r--r--. 1 jb jb 47478886 Nov 10 11:58 DSC_5109.NEF
    [jb@localhost NIKON D800E]$ ll CRASHcopy
    total 227520
    -rw-r--r--. 1 jb jb 44651535 Nov 10 11:58 DSC_5105.NEF
    -rw-r--r--. 1 jb jb 44039314 Nov 10 11:58 DSC_5106.NEF
    -rw-r--r--. 1 jb jb 48499008 Nov 10 11:58 DSC_5107.NEF
    -rw-r--r--. 1 jb jb 48247062 Nov 10 11:58 DSC_5108.NEF
    -rw-r--r--. 1 jb jb 47478886 Nov 10 11:58 DSC_5109.NEF
    [jb@localhost NIKON D800E]$ diff CRASHcopy OSCopy
    Binary files CRASHcopy/DSC_5107.NEF and OSCopy/DSC_5107.NEF differ
    Binary files CRASHcopy/DSC_5108.NEF and OSCopy/DSC_5108.NEF differ

    So Lightroom was not only able to corrupt its own cataog but also able to corrupt the image it was supposedly copying!
    So I suggest letting the OS do the work. Adobe needs to find the cause of and fix this issue ASAP!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • I’m frustrated
    I had a brand-new computer built just for Adobe. Win7-64, i7-3930k, Intel x79 Express, LGA-2011 socket, 16GB with Dual 240GB SSDs, Quadro 4000 Graphics Card with 2GB on board, 850w Power...etc, benchmarked at 7.8... Theoretically, one of the fastest as of yesterday. The very first, and only, thing I purchased was Lightroom 4.3. Locks on import. Deleted preferences several times, rebooted, etc - spent HOURS on support, removed & reinstalled LR, deleted preferences several more times, finally someone dialed on, did the same thing, and it worked. Until I installed a few develop presets that worked fine in LR3. I've deleted preferences over & over again, but still it LOCKS. I'm sick to think of the amount of $$ and time I've spent on this. I'm frustrated to think of calling support again. Has anyone found a cure yet?
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited

  • I am having similar problems and have tried a System Restore and reinstalled Lightroom without success so I set about uninstalling the USB devices as suggested above but came unstuck.So, a couple of questions

    1 -You obviously get to the point where you can no longer control your mouse and keyboard to be able to continue and then control the restart, how do you deal with that?

    2 - is there a way to work out which of the listed devices control the mouse so you can get to that last?

    BTW. When I click Import nothing happens, if I click again anywhere on the page I get what you see in the attached. A broad white band across the image and the thing just hangs completely.

  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly sad, anxious, confused, frustrated indifferent, undecided, unconcerned happy, confident, thankful, excited