harrie_2287366's profile

9 Messages

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190 Points

Mon, Nov 30, 2015 6:53 PM

Lightroom 2015.3: Tethered shooting with Canon 5D crashing on MacOS 10.11 El Capitan

Since I have El Capitan my Lightroom keeps crashing while Tethered shoot with Canon 5d mark 2 (and also occurs with Canon 5d).

I am using Lightroom CC 2015.3 (is latest version and reinstalled it last week).

During a day it crashes about 20 times. I went back to using Lightroom 5.7 but that didn't make a difference. So it looks like LR is not so much the problem.

I do notice crashing occurs more often when switching on 'show grid' in 'loupe view' in the library module.
It's definitely worse when using an 'image layout' as an overlay (view > loupe overlay > choose layout image). If that's is switched on you are lucky if you are able to take two photos without a crash.

Big problem with last crash today: the whole folder (used for the tethered shoot) was gone in LR. So I could not see which photos were the picks and all the other metadata was gone as well (color labels, titels, caption etc). In Finder all RAW-files were still there.

Is no fun while shooting for a client and also very unprofessional which I can't afford.

Responses

Official Solution

Adobe Administrator

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10.2K Messages

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137.5K Points

5 y ago

This should now be fixed as of the CC2015.6/6.6 update released today. You can find more details here: http://blogs.adobe.com/lightroomjournal/2016/06/lightroom-cc-2015-6-now-available.html
Adobe Photography Products

Quality Engineering - Customer Advocacy

Adobe Administrator

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15.9K Messages

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295.3K Points

5 y ago

What does the crash log say in it?

Make sure you submit all your crash logs along with your email address so our engineering team can investigate: https://helpx.adobe.com/photoshop/kb/...

Sr. Product Manager, Adobe Digital Imaging

9 Messages

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190 Points

I've been sending in many many crash reports. Am I the only one with this problem?

Employee

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1.7K Messages

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32.4K Points

I've found no crash reports tied to your email. When you submit the crash log to Adobe, could you make sure that you add your email address to the report so that we know it is from you?

Principal Scientist, Adobe Lightroom

9 Messages

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190 Points

5 y ago

I'm going to use Capture One Pro in order to tethered shooting. Still not happy with El Capitan 10.11.2 in combination with LR CC. Capture One, I don't like the interface very much but at least it just works flawlessly!

44 Messages

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554 Points

5 y ago

i am having the same problem and reported it in a different thread. also have sent in perhaps 50-100 crash reports at this point and adobe could not find ay record of them under my account. i then copied and pasted one of the reports into the thread but got no response or action from adobe following up.

i have purchased a new camera (5Ds) and a new laptop (mac book pro), i have tried different cables and various other things but nothing seems to solve the problem. the immediate precursor to a crash for me happens not on capture, but when i hit either the left or right arrows in grid mode or in preview mode to go to a different image, or sometimes when changing between modules (eg library to develop).

adobe, can you please look in to this and allocate a few more resources to fixing it? this is really unworkable. i like harrie, i have tried capture one which works just fine, but it is not a very compatible platform for a primarily dng based workflow.

please help!!!!!

44 Messages

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554 Points

5 y ago

just to follow up... if you want to add yourself to the "me too" count on my thread please do so at:
https://feedback.photoshop.com/photoshop_family/topics/lightroom-crashes-constantly-when-tethered-to...

97 Messages

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1K Points

5 y ago

Hi, John, I'd glad to help you with this problem. Would you kindly copy the crash information in the Crash Report before sending it, and attach those information in this forum so that I can take a look? 

44 Messages

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554 Points

5 y ago

please remind me where i locate the crash reports? when the crash actually occurs, i always click the "send crash report" option but i am not always on a wifi network.

97 Messages

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1K Points

5 y ago

Can you make a screen shot when you observe the Crash Report dialog?  And please kindly share the screen shot to me. Thank you!

44 Messages

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554 Points

5 y ago

sure, no problem. i can do this tomorrow. in the meantime, if you can remind me where the crash logs are stored on the computer, i would be happy to send you those. thanks!

97 Messages

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1K Points

Thank you so much, John :) 

44 Messages

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554 Points

... and what about the location of the crash logs... do you know where they are stored on a mac?

97 Messages

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1K Points

I don't know either. Besides, the tether canon is a standalone application so that it would be great if I can see the screen shot. 

Champion

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6.6K Messages

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110.2K Points

Easiest way to find crash logs on a Mac is to open the Console app (in Applications > Utilities).  When you find the log in the left hand column, you can right click to Show in Finder.

Victoria Bampton a.k.a. The Lightroom Queen

www.lightroomqueen.com

Author of Adobe Lightroom Classic - The Missing FAQ and Adobe Lightroom - Edit Like a Pro books.

44 Messages

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554 Points

hi yuhong... are you still there? please let me know where i can find the crash logs... thanks.

Employee

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1.7K Messages

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32.4K Points

@John I search the crash report in our record by your email address. It turns up no hit. When you submitted your crash log to Adobe, try put in your email address in the Adobe Crash Reporter form.

As Victoria mentioned, once you launched the Console app, the crash reports are located under the DIAGNOSTIC AND USAGE INFORMATION>User Diagnostic Reports. Find the ones that are relevant to Lightroom tether. The crash reports that contain "Lightroom" or "tether-canon" are the ones that would be of interests.

Principal Scientist, Adobe Lightroom

44 Messages

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554 Points

ok... thank you victoria and simon! i found them. there are about 30 of them from just a single day of shooting. here is a link to download them from we transfer:

http://we.tl/gGhmAsBeGo

if that doesn't work, you can try this link:

https://www.wetransfer.com/downloads/46e42b889eec03613ef058a4b881a51720160310173711/23b25d

please let me know what you are able to learn from this... hopefully there is a solution!!!   :-)

97 Messages

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1K Points

Great! Thank you so much John. I have downloaded those crash logs. Will investigate it today. 

44 Messages

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554 Points

awesome! thanks so much for looking into it! hope they prove useful in diagnosing the problem... 

97 Messages

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1K Points

BTW, I observed that you said that " the immediate precursor to a crash for me happens not on capture, but when i hit either the left or right arrows in grid mode or in preview mode to go to a different image, or sometimes when changing between modules (eg library to develop).". Does that mean Lightroom is able to recoginize the Canon Camera and you can do the capture without any problem?  Does the crash occur only when you preview the images?

44 Messages

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554 Points

yes, that seems to be the case. lightroom sees both of the cameras that i use just fine (Canon 5DM3, and Canon 5DS). i can't remember it ever crashing during capture... meaning that i can take a picture, it will load up (typically i am in preview mode ("e" keyboard shortcut), but sometimes in grid mode while making captures), and then i can keep repeating this indefinitely without any problems. if i do nothing but click the shutter, it seems to be stable. sometimes i will even take a burst of several images and they load up successively without any problem (just a slight lag depending on how many exposures there are). it's only when i try to go back to the previous capture, or sometimes when i hit "r" to crop an image, or "d" to develop, or "g" to go back into grid mode from preview mode that the crash happens... and it is intermittent. i would say that the crash happens roughly 25% of the time. so sometimes i am able to switch between captures and modes just fine. and sometimes it will crash the very first time i attempt any of the actions that produce a crash, and sometimes i am able to navigate between a couple images or modes before it crashes. i do notice that after i relaunch, and before i take any more captures, i am always able to navigate with the arrow keys or switch between modes without difficulty. but as soon as i start to make new captures, then i am susceptible to crashes. finally, i think there is a pattern where it tends to happen less frequently if there is no camera tethered and i am simply using lightroom to work on images that already exist... but i am not absolutely sure about this or how much of a difference it makes because i am almost always tethered.

hope that is helpful information... please let me know if you have any other questions.

thanks!!!

44 Messages

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554 Points

hi yuhong, i just wanted to follow up and see if you had learned anything from the crash reports i sent last week. please let me know if you have any more questions or if there is anything i can do to help diagnose the problem. i look forward to hearing back from you... thanks!

97 Messages

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1K Points

Hi John. Sorry for my late reply. I have tried a bunch of ways to reproduce the crash problem, for instance, doing some bust shootings and then hit ‘r’ to crop the image, or ‘d’ to develop, but I have not had any good progress. 
In terms of the crash report, the crash occurs when Lightroom sending a message "
kEdsCameraStatusCommand_UILock" to Canon SDK. I am not sure if it’s a problem of the current Canon 32 bit SDK. The good news is Canon company is going to ship the new 64 bit SDK soon, and this SDK should support the Mac OS X El Capitan much better. Lightroom will pick up the new SDK as well. 

I have opened a bug to track this problem.  Would you please wait for the latest SDK upgrade? Thanks a lot!

44 Messages

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554 Points

5 y ago

hi rick,

thank you for the notification about the release of the latest version. i appreciate the sentiment. however, the overall impression that your message gives me is one of frustration and disappointment. i believe this is the third time over the last year or so that i have received a similar notice about the release of a new upgrade and adobe's affirmation that the problem "should now be fixed". in each instance, there was no improvement whatsoever to the problem. and since adobe has constantly maintained that they have not been able to reproduce the problem or identify the cause from the numerous crash reports that i and others have submitted, it not only seems unlikely that they have fixed something that can't even identify, it moreover undermines faith in adobe, both in their tech team and their customer support. the messages don't seem like personalized responses. it does;t seem like adobe is on top of the problem or working to fix it. what these messages appear to be, most likely, are automated responses that go out to every thread each time a new release is issued regardless of what the problem is. what i would actually appreciate is a real personalized response, or some sort of reassurance that someone (anyone!) is working on it or has actually identified the problem and taken steps to remedy the issue. it has persisted now across multiple version of iOS as well as numerous versions of CC, and even across different computer and camera hardware. clearly the problem is lightroom. PLEASE. PLEASE. PLEASE, devote the resources necessary to fix this problem. i would even be willing to demonstrate the problem in person to adobe technical personnel to help them fix their broken software. i would think they would welcome this opportunity. you are welcome to come to my studio for a demonstration, or i would be happy to meet with adobe somewhere more convenient for them. please let me know if adobe cares enough to want to try and fix this problem or support their customers of which i have been one for over 25 years. i will not even charge you for my time spent working to improve your products. i look forward to hearing back from you.

regards,

john h.

ps this thread is marked as having been "solved" when it is decidedly not. how do i change the status? please advise. thanks.

Adobe Administrator

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15.9K Messages

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295.3K Points

Hi John,

to confirm, you've installed the 6.6 update and it's still failing for you?

Sr. Product Manager, Adobe Digital Imaging

44 Messages

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554 Points

hi jeff,

no. i have neither installed it, nor attempted to shoot tethered with it. i currently have version 2015.5.1 installed and if i go to the creative cloud app which i use to manage my subscription, it shows lightroom as being up to date with no further updates available. so updating and testing does not even appear to be an option for me at the moment.

but i think you are missing the point. my post may have been a bit premature, but i am NOT claiming that it is definitively NOT fixed. i am suggesting an annoying pattern that exists whereby adobe repeatedly claims to to have fixed a problem that they simultaneously say they can't reproduce or identify, and indeed, their claims always bear out to be false. so there is absolutely no confidence it yet another assertion that it "should be fixed this time". why "should" it be fixed this time? because your customers have been asking for a year and it is ridiculous that it has not been fixed yet? or because you have knowledge that the problem has been identified, reproduced, and resolved somehow? if so, please share that information. it is disheartening that adobe's posts appear to be automated robo posts, spam, or propaganda rather than actual communication because they don't seem to be generated from any tangible reason to believe that the problem has actually been resolved. and i am not a big fan of faith based software development.

regards,

john h.

Champion

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6.6K Messages

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110.2K Points

"Should be fixed" because they've fixed the issues that they've managed to reproduce, but it's possible that you have a different issue that isn't solved.  If that's the case, post back and the thread will be unmarked as solved.

Victoria Bampton a.k.a. The Lightroom Queen

www.lightroomqueen.com

Author of Adobe Lightroom Classic - The Missing FAQ and Adobe Lightroom - Edit Like a Pro books.

Adobe Administrator

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10.2K Messages

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137.5K Points

Adobe Photography Products

Quality Engineering - Customer Advocacy

Adobe Administrator

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15.9K Messages

 • 

295.3K Points

Hi John, I understand your frustration. In the Creative Cloud app, if you click on the gear and choose "Check for App updates" it should update the list of updates available.

We've integrated a new SDK from Canon for 6.6 which fixes a number of issues with Canon cameras. If you're still encountering a problem I will ask a QE to work directly with you.

Sr. Product Manager, Adobe Digital Imaging

44 Messages

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554 Points

victoria, thanks for your comments. but this thread is about my problem. and i did respond, and it is still marked as "solved". i am guessing adobe and not the author of the thread has control over this status?

to be fair, i received a reply from rikk on a parallel thread that the notice was sent out in error (and it does seem to have disappeared from the history?).

i am eager to see if the problem has been fixed...

jeff, thank you for the tip. i don't know if it is because i am on a mac, but when i click the gear next to lightroom, the only option i am offered is to "uninstall". any other thoughts?

Champion

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6.6K Messages

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110.2K Points

Yes, Adobe controls the solved status. You haven't tried it yet, so they're not going to unmark it as solved until you've confirmed you still have a problem. Here's a direct link to the patch if you want to try it now: Mac

Victoria Bampton a.k.a. The Lightroom Queen

www.lightroomqueen.com

Author of Adobe Lightroom Classic - The Missing FAQ and Adobe Lightroom - Edit Like a Pro books.

44 Messages

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554 Points

thanks for the link. with regard to the status, it never should have been marked as solved, because it never was solved so they should change it pending confirmation. it is not reasonable for adobe to mark something as solved just because they replied to a post or hope that it "should" be solved. it makes no sense to mark an issue as solved unless it actually is... no?

Champion

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6.6K Messages

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110.2K Points

Consider it "assumed solved".  You'd be surprised how many people never come back to confirm that it's definitely solved for them.

Victoria Bampton a.k.a. The Lightroom Queen

www.lightroomqueen.com

Author of Adobe Lightroom Classic - The Missing FAQ and Adobe Lightroom - Edit Like a Pro books.