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7 Messages

 • 

130 Points

Tue, Dec 1, 2020 3:16 AM

Lightroom Classic: Windows Crashes When Trying to Do Import, Just when I Am Short On Time

Lightroom Classic (LRC) keeps crashing when trying to do Import, just when I am short on time so I cannot post some photos! I have the latest version on a Windows 10 computer. I need to get this fixed soon! LR can be vert frustrating to use and Support has been lacking. Immediately after clicking on Import, LRC becomes unresponsive after an update not too long ago, I believe. The Adobe Support Community so far has not suggested anything that resolved the issue and suggested that I contact Adobe Support. I have called Asobe Support twice today. There was no indication of how long the wait time would be or a callback option given! I was just left on hold. I ended the first call at over 33 minutes and the second call at over 29 minutes. This is unprofessional.

I have been waiting since November 28 to get this resolved.

System Info:

Lightroom Classic version: 10.0 [ 202010011851-ef6045e0 ]
License: Creative Cloud
Language setting: en
Operating system: Windows 10 - Business Edition
Version: 10.0.19042
Application architecture: x64
System architecture: x64
Logical processor count: 8
Processor speed: 3.9 GHz
SqLite Version: 3.30.1
Built-in memory: 16335.7 MB
Real memory available to Lightroom: 16335.7 MB
Real memory used by Lightroom: 725.4 MB (4.4%)
Virtual memory used by Lightroom: 780.1 MB
GDI objects count: 695
USER objects count: 2335
Process handles count: 1815
Memory cache size: 29.4MB
Internal Camera Raw version: 13.0 [ 610 ]
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 97MB / 8167MB (1%)
Camera Raw real memory: 98MB / 16335MB (0%)
System DPI setting: 96 DPI
Desktop composition enabled: Yes
Displays: 1) 1920x1200
Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No

Graphics Processor Info: 


Application folder: C:\Program Files\Adobe\Adobe Lightroom Classic
Library Path: C:\Users\Wayne2\Pictures\Lightroom\New Catalog\New Catalog-2-v10.lrcat
Settings Folder: C:\Users\Wayne2\AppData\Roaming\Adobe\Lightroom

Installed Plugins: 
1) AdobeStock
2) DxO OpticsPro 10
3) DxO OpticsPro 10 Importer
4) Facebook
5) Flickr
6) Nikon Tether Plugin

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Responses

792 Messages

 • 

9.5K Points

2 months ago

Based on the experiences of others on this forum, the problem is probably caused by a plug-in that is incompatible with Lightroom V10. The first one that I'd remove is DxO OpticsPro 10 Importer

but it could be any of them. 

7 Messages

 • 

130 Points

I disabled both DXO plugins and it still crashed and then I disabled all of the plugins and it still crashes. So, apparently, the problem is something else.

Thanks

792 Messages

 • 

9.5K Points

The next thing to try is to reset the Lightroom preferences. It's quick and easy to try and frequently works. This comes from Rikk a major contributor on the forum. If this doesn't work then next will be to work with the catalog. 

~~~~~~~~~~~~~~~~~~~~~~

 

Reset Preferences
 
A corrupted Preferences File can cause Lightroom failures. In this case it needs to be reset though the current preferences will be lost. Hence it is a good idea to keep track of your 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.

3 Messages

 • 

124 Points

Hi. What will I lose by doing a preferences reset?  Will things like presets, export settings be lost? What about current edits on photos that are waiting to be exported? Just scared about doing it and losing work! Many thanks.

Adobe Administrator

 • 

9.1K Messages

 • 

126.8K Points

Adobe Photography Products

Quality Engineering - Customer Advocacy

3 Messages

 • 

124 Points

Great, thank you. Fingers crossed that'll do the trick! 

Adobe Administrator

 • 

9.1K Messages

 • 

126.8K Points

2 months ago

 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, Microsoft or Apple?

Adobe Photography Products

Quality Engineering - Customer Advocacy

7 Messages

 • 

130 Points

Since I'm using a Windows 10 computer, the text in the dialog box said basically it was sending info to Microsoft upon trying to close Lightroom Classic. The crash reporting system did not seem to work right though.

Also, a very important development is that without doing anything different or changing anything concerning Lightroom, I tried doing an Import today and it worked okay. I tried it five times and it worked normally. This is very strange. It has delayed some photo related work and I spend over an hour on the phone and got nowhere with Adobe Support. Are they providing Support for Lightroom?

792 Messages

 • 

9.5K Points

I had my first import cause crash today (Windows), crashed 5 times before I rebooted windows and now everything is good. 

 

What's it going to be like when Adobe has to spread their development resources across 3 operating systems? 

Adobe Administrator

 • 

9.1K Messages

 • 

126.8K Points

This sounds like an OS-level crash and not an Adobe Crash. Have you contacted Microsoft support. 

Adobe Photography Products

Quality Engineering - Customer Advocacy

7 Messages

 • 

130 Points

No, of course, because Adobe Software crashed. If I would try to bring this to Microsoft's attention, it would be a waste of time because they would say contact Adobe.

Adobe Administrator

 • 

9.1K Messages

 • 

126.8K Points

Your crash report was a Microsoft Crash report. That was generated by the OS and not Adobe. We don't have access to the information contained within. 

If it had been Adobe's Crash report, it would have shown in our system as a crash and we would be able to analyze it. 

Since we have no additional information regarding the crash on a system level it is tough to  offer any advice. Do you have the text log of the Microsoft crash you can share?

(edited)

Adobe Photography Products

Quality Engineering - Customer Advocacy

7 Messages

 • 

130 Points

If I do have a crash report, I do not know where to find it since it's location was not reported on the screen and no one has told me where it is on  my computer---if it is. I suppose I could try to find out using Internet search. It's too bad a person cannot talk to Adobe Support!

Adobe Administrator

 • 

9.1K Messages

 • 

126.8K Points

Adobe offers phone support at: https://www.adobe.com/about-adobe/contact.html 

They will need to see the crash information as well. 

Adobe Photography Products

Quality Engineering - Customer Advocacy

7 Messages

 • 

130 Points

I went to the link but there was no phone Support number there. There is Corporate Office contact info. After I navigated around a bit I eventually found under Contact Us | Individual | Sign in to contact us, but the link didn't work. As I mentioned, basically, I have spent more than an hour on the phone after calling Adobe Support and was not able to talk to anyone.

I did a search and found a link to make sure the Adobe Crash Reporter is turned on here: https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html.

792 Messages

 • 

9.5K Points

a month ago

What I would do next is try to ensure that there's no subtle corruption in the catalog. Lightroom uses a SQL database manager for the catalog which has a very complex internal structure even though it looks simple to a user. If the cover on a laptop is closed while Lightroom is writing to the catalog, it can be locally corrupted in a manner that is not discovered until that part of the catalog is accessed again. Just one example of how it could happen. 

 

One method that will sometimes discover this corruption is to export all the photos to another folder. This has worked for me in a couple instances.

 

For one, the export stopped at at the first corrupted image showing the file name in a pop-up window. It allowed me to delete the photo but I had to restart the export to find the next one. Fortunately I didn't have to do this too many times as it took the better part of a day. Then before doing any additional editing, shut down Lightroom performing the integrity check and catalog backup.

 

For the other, actually happened a couple of times on different Lightroom versions, at the completion of the export a pop-up box showed all the corrupt files. Deleting them also solved the problem. Nice to fix in a single pass.

 

If this does not work then I'd use the method, documented by Lightroom Queen, to export the whole catalog to a new catalog. I don't know the internals of this process so it is possible that the corruption (if any) would carried across to the new catalog.

 

Lastly what I'd try is to make sure all edits are externalized into the images and XMPs. Now create a new catalog and import all your images. 

7 Messages

 • 

130 Points

I did Optimize the Catalog and so far the Import function is continuing to work okay.