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Adobe Photoshop Family

16 Messages

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398 Points

Mon, Aug 19, 2019 5:25 AM

Solved

Lightroom 8.4: Crashing when attempting to access Map or Web modules (macOS 10.14.6)

Lightroom 8.4 crashing when attempting to access Map or Web modules. No problem accessing all other modules. Using macOS 10.14.6 on an iMac Pro.

Responses

Adobe Administrator

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15.5K Messages

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291.7K Points

a year ago

Hi Paul, it looks like engineering is looking into this issue.

Do you happen to be signed out? If you sign back in does it work?

Sr. Product Manager, Adobe Digital Imaging

9 Messages

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164 Points

Here's my hardware.  Let me know if I can try or do anything else to help.

9 Messages

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164 Points

a year ago

This reply was created from a merged topic originally titled maps.

Going to 'Maps' crashes Lightroom completely.  MAC 10.14.5.  LR 8.4, Camera Raw 11.4.

Tried turning GPU off.  It doesn't solve the problem.

1.8K Messages

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21.7K Points

a year ago

Jeff, I've been working for (weeks) on this issue, same as reported here. But no word back since the 9th. But I can conform there's an issue, just don't know what the cause might be. 

Author “Color Management for Photographers"

Adobe Administrator

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15.5K Messages

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291.7K Points

Ok. I see a bug logged for the crash signature that Andy and Paul are seeing. Not seeing yours. Might be under a different email address than you use to log in here...

Sr. Product Manager, Adobe Digital Imaging

5 Messages

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142 Points

I have exactly the same problem and it is now 2 months later . R 8.4 crashes every time under OS 10.14.6 as soon as you hit MAP..... Any progress on this known problem ??

5 Messages

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142 Points

5 Messages

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142 Points

Apologies - loaded LR 8.4.1 and problem is fixed !  Thanks.

Employee

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1.7K Messages

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32.4K Points

a year ago

Please submit the crash log to Adobe, tagging with your email address.

Principal Scientist, Adobe Lightroom

9 Messages

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164 Points

Simon.  I have always sublimed the crash logs tagged with my email over the last two days.

9 Messages

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164 Points

submitted

Adobe Administrator

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15.5K Messages

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291.7K Points

Thanks. I see your crash log.

Sr. Product Manager, Adobe Digital Imaging

7 Messages

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142 Points

Same problem.  I cannot get anything done because of this crash.  I see it happen going from Library to Map, or more importantly for me, to Web.  MacBook Pro (15 inch, 2018), macOS Mojave Version 10.14.6, with attached LG UltraFine 27" Display, Radeon Pro 560X 4GB graphics in addition to the 15.4" display.  I've submitted crash logs to Apple and Adobe.  Lightroom Classic ver. 8.4, build 201908011719, Camera Raw 11.4.

1 Message

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62 Points

Add me to the chorus. I've submitted 2, possibly 3 crash reports to Adobe. As a new user of LR, finally switching away from Aperture, it's really disappointing to immediately run into an issue like this, particularly because Map and Web are two modules I really want to use.

1.8K Messages

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21.7K Points

a year ago

Speaking only for myself, I've submitted such logs, console reports etc with Smit. 
Andy Smith should do so, and as I suggested on the other forum, some idea of his hardware too. There has to be something both of us have in common. 

Author “Color Management for Photographers"

9 Messages

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164 Points

16 Messages

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398 Points

a year ago

Jeff, I am signed in when the crash occurs. I have tried uninstalling then re-installing Lightroom, turning off GPU Acceleration, removing Lightroom's preferences and opening another catalog. The crash is instantaneous, no beachball. 

What email address should I use to submit the crash log to Adobe?

Adobe Administrator

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15.5K Messages

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291.7K Points

Hi Paul. I already found your crash log. These are the instructions for submitting a log: https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html

Sr. Product Manager, Adobe Digital Imaging

Employee

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1.7K Messages

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32.4K Points

Found the submitted crash reports (9 in total), it it crashed in one of the 3rd party library that Lr uses to host the google maps. The dev team would need to investigate. So far you're the only customer who reported such type of crash.

Please revert to Lr 8.3.1 to continue your work.

Principal Scientist, Adobe Lightroom

9 Messages

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164 Points

How do I revert to LR8.3.1please?  What date was the software update implemented?

Employee

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1.7K Messages

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32.4K Points

Principal Scientist, Adobe Lightroom

9 Messages

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164 Points

LR8.3.1 Maps and Web works for me.  Please let me know when I should move to 8.4.

1.8K Messages

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21.7K Points

If you create a new user account (I did one with Admin), launch LR 8.4, does it still crash?
It doesn't on this end. 

Booting in safe mode doesn't help. So the fact I can click on Maps and Web as a different user, indicates there's something in our main user library that's causing this crash. 

Author “Color Management for Photographers"

16 Messages

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398 Points

I logged in to a second Admin user account that I keep for troubleshooting. I opened Lightroom, logged in with my Adobe ID and imported some JPEGs. The crash still occurs when attempting to go to the Map module. I did not bother reopening Lightroom and trying the Web module.

So, this is a brand new catalog created in a "clean" user account. My experience does not match yours Andrew.

1.8K Messages

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21.7K Points

So here's what's somewhat interesting: 
On the 'new' account, I was able to click on Maps and Web but there were no photo's in that catalog. It was a blank catalog. 
When I tried from that account to open my normally used catalog, it crashed. 
Went back to that new, virgin catalog, imported one folder (add from location) and no crash. 
Went to the older, original catalog: crash. 

Author “Color Management for Photographers"

7 Messages

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142 Points

I've tried several existing catalogs.  Crash when going from Library to Web or Map is consistent across each catalog.

1.8K Messages

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21.7K Points

It isn't a catalog issue. Further, IF you click on Maps and it crashes, if you try to open that application again, it's sticky and tries to go back to Maps which will..... Crash. 
You can delete your preference's and try again but do not go to Maps. 
You can try a new user Account which did work for me but obviously that's not a fix (cause a fix IS coming). 

Author “Color Management for Photographers"

4 Messages

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90 Points

a year ago

Hello,
Here in Holland I have the same issues after upgrading Lightroom classic passed week to version 8.4.
As soon as I try to open the maps-module or web-module Lightroom crashen, stops in a slipt second, no normal shutdown.
Also tried after reboot where the GPU accelerator is set to automatic.

1.8K Messages

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21.7K Points

See URL above where you can send the crash logs. Adobe IS aware of this, IS working on it. 

Author “Color Management for Photographers"

4 Messages

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90 Points

1 Message

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60 Points

a year ago

Getting the same problem. LR shuts down instantly when I try to open Map module. Get crash log and have submitted. Tried uninstalling and reinstalling. No joy. 

7 Messages

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142 Points

a year ago

Quick question re. this problem.  When I first encountered it, crash logs would be sent to both Apple and to Adobe.  However, when I now duplicate the crash (easy to do), I only see that crash logs are going to Apple.  I'm not getting the prompt to send the log to Adobe.  What might have changed so that my crash logs will be sent to Adobe?  Thanks.

Employee

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1.7K Messages

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32.4K Points

a year ago

Principal Scientist, Adobe Lightroom

7 Messages

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142 Points

Thanks, Simon.  However, When I Command-Click either the Lightroom Classic App or the Photoshop App in Macintosh HD/Application/Adobe Lightroom Classic/Adobe Lightroom Classic.app as directed, I do not see the "Show Package Contents".  Rather, allI see for Lightroom is the app and an Uninstall app.  For Photoshop, there is the .app, a "Configuration"directory, a "Locales" directory, a "Plug-ins" directory, a "Presets" directory, and an Uninstall app.  None of those directories contains a "Show Package Contents".

Not sure what I'm doing wrong to not be able to send a crash report!

162 Messages

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2K Points

When you right click on lightroom.app do you not get presented with the option to view contents?

7 Messages

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142 Points

Tried some more and found it:  Macintosh HD/Applications/Adobe Lightroom Classic/Adobe Lightroom Classic.app.  Right click on the .app shows "Show Package Contents".  Here I see AdobeCrashReporter.framework.  Inside AdobeCrashReporter.framework is AdobeCrashReporter.  I finally figured out how to bring up the "Show Original", which shows the "Adobe Crash Reporter.app".  The value that shows is "Don't show this dialog again and always send crashes to Adobe."  Sounds like Adobe should be seeing crashes with this value, but I switched it to "Always show this dialog" and will go back and reproduce the crash.  

Thanks, David, for setting me on the path ...

7 Messages

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142 Points

I successfully (I think) sent a crash to Adobe!  Sure wish this one would get fixed quickly, as I'm a big user of the Web functionality for sites I manage.

1.8K Messages

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21.7K Points

It will.

Author “Color Management for Photographers"

7 Messages

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142 Points

Old news, but I finally installed 8.4.1, and all is working as expected.  Thanks!

Employee

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111 Messages

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2.1K Points

a year ago

Thanks for reporting your issue here, and apologies for the inconvenience. The issue is being investigated on priority.

1 Message

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62 Points

a year ago

Status update - it has been over a month! When is 8.4.1 due?

Adobe Administrator

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8.6K Messages

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122.4K Points

a year ago

Lightroom Classic 8.4.1 was released earlier today and has a fix for this issue. Please install the update and let us know if you are still seeing this issue. 

Thank you for your patience!
Adobe Photography Products

Quality Engineering - Customer Advocacy

28 Messages

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482 Points

a year ago

After update went to web immediately and it crashed, restarted computer just as an extra test, still crashed right away when going to Web module. Re-opened and  went to Map module no problem. Did a few other things then tried Web and it worked!!! But it seems slow. It seems like perhaps the presets were still loading when I tried right away but once LR has been in use, it didn't crash. Still not perfect but workable.

1 Message

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64 Points

a year ago

I am on 8.4.1 and the issue started happening out of nowhere yesterday. I started using Lightroom CC and syncing galleries so it might have been a factor. Going to either Map or Web kills the app. Each time. Tried reinstalling Lightroom and even upgrading my macOS to Catalina. No change in the behavior. Very consistent in crashing.