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11 Messages

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190 Points

Sat, Feb 1, 2020 5:04 PM

Solved

Lightroom Classic: Crashing on Import

I posted this on the community a couple of weeks ago (https://community.adobe.com/t5/lightroom-classic/lightroom-classic-crashing-on-import-then-on-start/m-p/10881160?page=1) and I'm out of ideas so I thought I would try here before giving up and looking for an alternative product.

Despite numerous system checks (hardware, performance, virus scans), checking for any additional Windows 10 updates, updating my graphics drivers etc., Lightroom is still crashing on Import.  I have downgraded to older versions twice, I have uninstalled all CC products and run the Adobe Cleaner.  It seems stable until I import.  It doesn't matter whether I am importing raw images off an SD Card or jpgs from the computer hard drive.  The OS and all other apps are perfectly stable.

The Adobe Crash Reporter does not come up despite having set it to Always (both before and after reinstalls).  The Windows event log is showing a problem with ntdll.dll.

Faulting application name: Lightroom.exe, version: 9.1.0.10, time stamp: 0x5de0bfe8
Faulting module name: ntdll.dll, version: 10.0.18362.418, time stamp: 0x99ca0526
Exception code: 0xc0000374
Fault offset: 0x00000000000f9269
Faulting process id: 0x680
Faulting application start time: 0x01d5ca3ff04b39d7
Faulting application path: C:\Program Files\Adobe\Adobe Lightroom Classic\Lightroom.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 6092a9e8-7c76-4573-a322-3c1f159f3d6b
Faulting package full name:
Faulting package-relative application ID:

Any ideas?  Thanks.

Responses

Adobe Administrator

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8.1K Messages

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117.2K Points

9 months ago

Greetings Carl,

I find no crash reports under your forum email address. Are you seeing a crash dialog? Is it Adobe's or Microsoft's? Any chance you have a screen grab of the crash dialog?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

11 Messages

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190 Points

9 months ago

Hi Rikk,

There is no crash dialog - the program just exits.  I used the instructions below to make sure the crash reporter is on, but it made no difference.  Is there a preferences setting in the application that I can check - I could not find one.

From: https://helpx.adobe.com/uk/photoshop/kb/submit-crash-reports.html

Windows

  1. Open Start
  2. Search for "Command Prompt" and launch it
  3. Enter the following command:
    • REG ADD HKEY_CURRENT_USER\Software\Adobe\CommonFiles\CRLog /v "Never Ask" /t REG_SZ /d 0
  4. Press the Enter key
  5. If asked “Value Never Ask exists, overwrite(Yes/No)?" choose Yes
Thanks,

Carl.

Adobe Administrator

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8.1K Messages

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117.2K Points

9 months ago

In that case, I would start looking at Windows 10 Event Logs and see if they offer any clue. If you do not get an Adobe Crash Dialog, I have no way to see it on this end.  It may be an OS/Hardware/Driver crash. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

Champion

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2.1K Messages

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36.8K Points

9 months ago

If you have a phone or tablet connected try unplugging it, reboot your system, and try again.

11 Messages

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190 Points

9 months ago

The event log summary is posted above.  If it is an OS/hardware/driver crash then in only happens on importing images into Lightroom.  As mentioned the hardware diagnostics shows no problems and the OS and all other applications are perfectly stable.

There is nothing connected to the PC - at the moment I am just trying to import scanned images saved onto the hard drive, either via import or folder sync options - both cause Lightroom to exit.

Adobe Administrator

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8.1K Messages

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117.2K Points

9 months ago

Lightroom can stress systems in ways other programs can't. If your multiple crashes all have similar event logs to the snippet above, I would be looking at this line:

Faulting module name: ntdll.dll, version: 10.0.18362.418, time stamp: 0x99ca0526

There appear to be a host of crashes (not all involving Lightroom) around this module.  That might be a clue on how to continue. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

11 Messages

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190 Points

I've spent a fair amount of time researching how to 'fix' ntdll.dll but short of a system rebuild I haven't come up with anything.  I've run multiple windows utilities including fsc, dsim, system diagnostics, and system performance but there are no reported problems and I'm not seeing any other application errors in the windows event log.  I'm not inclined to spend a couple of days on a complete system rebuild just in the hope that it fixes the problem.  So unfortunately, I think I'm at an end with Lightroom.

Champion

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2.1K Messages

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36.8K Points

9 months ago

To rule out some other potential issues try this simple test. Create a folder named TEST on the Desktop and add a few files. Create a 2nd empty folder on the Desktop named IMPORT. Inside LR import the files in the TEST folder using 'Add' 'Copy' to the 'Destination' for the 2nd folder named IMPORT on your Desktop. Does that work?

11 Messages

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190 Points

No - just a single image causes it to fail.  The image file does get copied across before it fails, but when I then restart Lightroom it immediately exits - so I have to remove the imported folder or revert to an older catalog before Lightroom will stay open.

Adobe Administrator

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8.1K Messages

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117.2K Points

8 months ago

Carl,

If you create a new user account in Windows - just for test purposes. Can you crash on the test account?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

11 Messages

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190 Points

Hi Rikk,

Some progress - thanks for the suggestion.  Having created a new Windows user and started Lightroom I can import images into the new catalog without it crashing.  If I try, from the new user account, to open my existing catalog and import then it crashes again.

Through the multiple iterations of trying downgrading Lightroom back to 9.0 and 8.4.1 I have previously gone back to old catalog backups (back to July last year I think) but it still crashed on import, which was not happening at the time the catalog was backed up.  So I am not sure what to try as a next step.

Thanks,

Carl.

Adobe Administrator

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8.1K Messages

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117.2K Points

  • In New User Account
  • Open Old Catalog
  • Crash
  • Open Fresh Catalog
What happens?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

11 Messages

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190 Points

Things get stranger!  I can open the new catalog that I created and imported into previously.  That's fine.  And I also imported additional images into this catalog without it crashing.  However, when I started face recognition it exited with the Windows event log again pointing to ntdll.dll.

Now, in my old catalog that crashes every time I try to import, face recognition works fine. I have been using it over the weekend a fair amount without a single crash.

The new catalog is small (may 150 images now) so I'm not sure that starting face recognition is placing a huge load on the system in comparison to running it on my old catalog of 40,000 images.

Adobe Administrator

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8.1K Messages

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117.2K Points

Try it with 9.2 released yesterday evening? Does it behave the same?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

11 Messages

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190 Points

Early testing on 9.2 is positive.  I have managed to do a couple of imports into my main catalog on my main user account without it crashing.  It's certainly hammering the CPU in a way it wasn't 2-3 months ago but I can live with that as long as it stays up.  I'll do more testing over the weekend.  Thanks.

148 Messages

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1.9K Points

8 months ago

 Exception code: 0xc0000374 

I was going to advise you to Google on that, but darn if nothing obvious shows up, but you may want to search anyhow

One thing that did come up, Windows Update, check for any.But that tip is from 2017.








148 Messages

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1.9K Points

I would modify my response in that you stated you already looked at WIN updates, but, can not edit

148 Messages

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1.9K Points

8 months ago

Googling on “Exception code: 0xc0000374  Lightroom Classic” yields:

 https://community.adobe.com/t5/lightroom-classic/error-on-the-new-version-8-2-of-lightroom-classic/td-p/10363470?page=1

Basically turn off use GPU


11 Messages

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190 Points

Thanks David.  I have already tried setting Autobahn to false but that did not work.