Skip to main content
Adobe Photoshop Family

25 Messages

 • 

484 Points

Wed, Sep 12, 2018 12:31 PM

Solved

Lightroom Desktop: Crashes on startup (Windows)

I have never been able to use Lightroom CC Desktop version. I updated to version 1.5 a few days ago. My problem still remains. I had similar problem with Lightroom Classic CC and Photoshop CC. That problem was solved by disabling GPU (AMD). This, however has not helped for Lightroom CC. Lightroom CC does not open, so there is no way to adjust preferences. I have included screenshot below. I have been sending crash reports to Adobe, no use. This is highly frustrating, to say the least! 



Responses

Adobe Administrator

 • 

15.1K Messages

 • 

287.8K Points

2 years ago

Hi Vijay, if disabling Use Graphics Processor fixes the problem, it's likely a driver issue. Have you tried updating your driver by going directly to the AMD or nVidia website to download and install the latest driver?

Sr. Product Manager, Adobe Digital Imaging

25 Messages

 • 

484 Points

My current problem is with Lightroom CC Desktop. It does not start at all. Disabling GPU helped for Photoshop CC and Lightroom Classic CC. Not for the cloud version (Lightroom CC Desktop). I have tried updating AMD Driver etc. It does not help.

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Are you Mac or Windows, Vijay?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

25 Messages

 • 

484 Points

Windows. Sorry, forgot to mentioned that.

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Ok. Vijay, 

We will need to make a manual edit to your preference file to kill the GPU.

The preference file is located here: C:\Users\[user name]\AppData\Roaming\Adobe\Lightroom\Preferences\Lightroom CC Preferences.agprefs

This is folder hidden in Windows by default.  You may need to set your Windows environment to reveal this folder. 

Open the file above in Notepad and locate this line:

useAutobahn = true,

set it to

useAutobahn = false,

Save the file

Launch Lightroom CC.

Let me know how it goes!
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

25 Messages

 • 

484 Points

I don't have the file in that path.
I am attaching a screenshot of the folder. There are files related to "Lightroom 6" and "Lightroom Classic CC 7", but not "Lightroom CC". 

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Correction: C:\Users\[user name]\AppData\Roaming\Adobe\Lightroom CC\Preferences\Lightroom CC Preferences.agprefs

I did a typo on the first pass
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

25 Messages

 • 

484 Points

That folder is empty, I am attaching the screenshot

But, I think we are on the right track now. We must find out why the preference file does not get installed. Is there a way to get the default file downloaded?

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Interesting... 

Will it allow you to start with a reset preference file: 


1. Hold down [Alt/Opt]+[Shift] while launching Lightroom. 
2. Overwrite the Preferences when prompted by the dialog.
3. Close Lightroom.
4. Restart Lightroom.
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

25 Messages

 • 

484 Points

Sorry, that did not worked either. With Alt+Shift depressed, I restarted Lightroom. Got the dialog for resetting preferences to default, chose Yes for default preferences, Lightroom CC crashed as earlier, no change.

Then I tried something else.
1. Installed Lightroom CC on another computer.
2. Got it working,
3. Copied the "Lightroom CC Preferences.agprefs" to my computer
4. Restarted Lightroom CC. It crashed again.
5. The preference file was still there in the folder.
6. I then restarted with Alt+Shift depressed,
7. Said yes to reset preferences to default, Lightroom CC Crashed again.
8. This time, when I looked for preference file, it was missing.
     Curiouser and Curioser!!!

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

vijay, can you contact me at: (email removed)
I have a file I want to send you.
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

25 Messages

 • 

484 Points

I sent you an email just now.

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

I am glad we were able to discover and get your issue resolved Vijay. Thank you for working so closely with the team!
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

25 Messages

 • 

484 Points

Thank you for picking this up and involving others from Adobe. Great team. 

4 Messages

 • 

120 Points

2 years ago

I have the same problem, can somebody please help me? 

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Vijay's issue was a Windows problem with an non-standard Pictures folder. Are you a Windows user?  Do you use a non-default Pictures folder alias?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

 • 

120 Points

I am a windows user , I dont think im using a non default pictures folder , dont know. 

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Wannes, do you get a crash report? Are you sending it in? Is it under the same Email address you use in this forum?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

 • 

120 Points

2 years ago

Desperate, not the biggest computer wizz here

4 Messages

 • 

120 Points

2 years ago

5 Messages

 • 

160 Points

2 years ago

Hi Rikk,
I've just sent you an email. Seems you are my last help as the german Adobe support team has no clue how to help me with the lightroom-win10 startup problem. I sent the crash report with the same adress like I've sent you me request for your help. 
Thank you very much in advance,
Simon

Champion

 • 

5.8K Messages

 • 

102.6K Points

Just FYI, Rikk’s out of the office this week

5 Messages

 • 

160 Points

Nooo. So I should do the same tell my clients I will take some time off. Can't finish my work without LR...
Thanks for your information.

Champion

 • 

5.8K Messages

 • 

102.6K Points

If you tell me what’s up, I’ll do my best to help. It sounds like you’ve had a previous conversation with Rikk, but this is only the second post (at least under this Adobe ID) so I can’t see the history.

5 Messages

 • 

160 Points

Thanks for trying to help! I have found this thread and Rikk's contact through my endless google research hoping to solve my problem. Adobe support germany unfortunatelly has no clue what to do... it seems Rikk has found a solution and helped vijay.ghate by sending a file...

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

In Vijay's case the issue was a Windows 10 issue. Vijay was using a non-standard location for his Windows picture folder. Windows was throwing an error on the location of Pictures and toggling the pictures folder back to default and then toggling it to the alternate location again, caused Windows to report the location to Lightroom correctly. 

Are you using a non-default pictures location?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

7 Messages

 • 

142 Points

2 years ago

I have the same issue. What is the fix? Ive tried uninstalling LR and reinstalling multiple times, tried different versions, even tried reinstalling creative cloud. no fix so far

Champion

 • 

5.8K Messages

 • 

102.6K Points

Graphics driver would be my primary suspect Colby

7 Messages

 • 

142 Points

I've updated the graphics driver aswell. Nvidia gtx 1070

5 Messages

 • 

160 Points

I tried it with the old/former graphics driver but in my case that did not help. The problem started when I updated my win10. Also several install and reinstall situations (also with adobe cleaner) and a new admin user did not solve the problem. Some wrote it might be a registry problem and I shall manually change the key values for the language inside the registry - did not work either.
But: I could start LR in the safe boot option. Unfortunatelly that's not a workaround as there's no network connection whilst running safe mode - so LR starts but you can't work with it as it is not able to talk home to indentify itself online. 

7 Messages

 • 

142 Points

hmmm. I will try booting in safe mode and see what it does, but like you said it still wont be usable. 

Champion

 • 

5.8K Messages

 • 

102.6K Points

We've seen a few reports of graphics drivers getting corrupted in the recent windows update. Have you tried completely uninstalling everything Nvidia and then installing the driver afresh?

28 Messages

 • 

292 Points

I have exactly same startup problems,on Win10 Lightroom CC on Version 2.2.

I had talked with Rikk and did send Log. I also tried uninstall and ire-nstall , re-syncing several times. But I didn't find a solution yet.....

7 Messages

 • 

142 Points

I'll try that, Victoria. Thanks

5 Messages

 • 

160 Points

Hi Victoria, Hi together.
I found a solution to get it running (for my system). You where right with the display driver! The combination of the win10 update and the last/latest driver seems to be the problem.
I ran DDU driver remover in safe mode (enter safe via typing "msconfig" and select it in the second folder) to clean the Nvidia things well. Than I installed the display driver dated before the last win10 update! With the latest one it is not working for me.... 
Now LR works again!
I hope the next Nvidia driver update will have solved this issue and I can work with latest versions again.

7 Messages

 • 

142 Points

Hey everyone, I reinstalled my gpu drivers. Now instead of lightroom crashing my pc at the splash screen, it crashes a bit after the application loads. (splash screen still up though). any ideas?

7 Messages

 • 

142 Points

Does anyone know if Rikk is back from vacation?

7 Messages

 • 

142 Points

Does anyone know if Rikk is back from vacation?

Champion

 • 

5.8K Messages

 • 

102.6K Points

Hi Colby, sorry, I've been out for a few days too. Rikk's back next week. Let me see if I can find someone in the office.

Adobe Administrator

 • 

15.1K Messages

 • 

287.8K Points

2 years ago

Hi Colby, If you haven't done so already, please submit all Crash Reports along with your email address: https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html 

When you did the uninstall of the NVIDIA driver, did you use their uninstaller? One of the engineers on our team said that the supplied uninstaller didn't work and he had to cherry pick pieces that were left over off his system and then reinstall.

Sr. Product Manager, Adobe Digital Imaging

2 Messages

 • 

110 Points

2 years ago

Just a heads up for anyone still experiencing this issue (and the fix that worked for me) 
Lightroom was crashing at startup and I tried every fix I could find, like updating Windows and my Nvidia drivers, removing all Nvidia drivers, completely removing Creative cloud and CC programs and re-installing them, I even re-installed Windows. It turned out to be my Kindle, which I had plugged into my computer for charging. I have an external 8TB drive which works fine with LR, but for some reason, it just will not work with my Kindle plugged in. Remove the Kindle, and it works fine with no crashes. I hope this helps someone!

1 Message

 • 

60 Points

I had my cellphone connected to my laptop. I disconnected and inmediatly worked. THANK YOU ! 

2 Messages

 • 

110 Points

a year ago

Hi !

I have the same problem, Lightroom is launching for several seconds, then it crashes (same crash report window pops up).

I used to work on an old lightroom version, never tried to upgrade to the CC suite. But today I finally did it, so it is the latest Lightroom CC version. I uninstalled the old one...... now I'm stuck with this new Lightroom I can't work on.

I understand the problem could come from a wrong picture folder... I'm not quite sure what to do.
Can anybody help me ?

(I'm a windows 10 user)

Thanks a lot !

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

I checked the Crash Report log and don't find any crash reports associated with the email address you use on this forum. Is the Crash Report dialog Adobe's or Microsofts?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

2 Messages

 • 

110 Points

Woops, my bad, I've never added my email adress to the crash reports.
I've just sent another one with it.

1 Message

 • 

60 Points

a year ago

I'm having the same problem. I've tried everything with no luck. 

6 Messages

 • 

110 Points

a year ago

Having issues with Lightroom crashing, i've sent a crash report. It used to be at start up but I did the reset of the program and now it starts but crashes when i want to edit a photo

Champion

 • 

5.8K Messages

 • 

102.6K Points

That's very likely the graphics card driver. Have you checked the graphic card manufacturer's website for a new driver?

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Riley,

I searched for any crash reports under this email address (used on this forum). I do not find any.  Is it an OS crash dialog or an Adobe crash dialog?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

6 Messages

 • 

110 Points

It's this one attached;

6 Messages

 • 

110 Points

@Victoria I tried updating the driver, it did need an update but Lightroom is still crashing.

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Did you submit with an email address? 
Is the address different than that with which you've registered at this forum?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

6 Messages

 • 

110 Points

I did submit with an email, I'm fairly certain they are the same, either way my name is in the email... I resubmitted

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

go to Help>System Info and get us your exact installed version please. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

6 Messages

 • 

110 Points

 Lightroom version: 3.0

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Ok. I am unable to find your crash reports. Either they are delayed in arriving or they are submitted against a different email address than that with which you registerd on this forum?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

6 Messages

 • 

110 Points

I double checked and I resent an additional form, I submitted with the correct email address.

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

I finally found a crash report from you. Thank you.  It looks like you may have a video driver issue. Go to your video card manufacturer's website and download the latest version of their driver.  Perform a clean install of this driver and let me know if the crash goes away. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

 • 

90 Points

a year ago

Hi,

Rikk, I see you are some sort of magician. Please help me to fix my issue with Lightroom Classic CC, It's been crashing on start up ever since I updated to version 9.0 nearly a week ago. A whole week without editing photographs is killing me.

Let me know if there is any information that you need from me. I have sent crash reports using the same email address as I will use on here.

Thanks,
Brad

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

a year ago

I found 11 crash reports from you Brad. They are all the same crash.  Make sure Windows is up to date with the latest version (1903). Then perform a clean reinstall of Lightroom.

Clean Classic Install Procedure
  • Close Lightroom
  • Restart the computer
  • Use the Adobe Creative Cloud App to uninstall Lightroom Classic
  • Restart the computer
  • Install Lightroom Classic via the Creative Cloud App without launching any other programs.
  • Restart the computer
  • Launch Lightroom
  • Wait 5 minutes
Attempt to reproduce the crash. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

 • 

90 Points

Hi Rikk, I've just managed to follow your advice and reinstalled the program. Low-and-behold, another crash report has been generated!

Any more ideas my friend?

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

No new crash reports in the file, Bradley.

Did you get a dialog about the crash? Was it Apple's or Adobe's dialog. It would be great if you could post a screen grab of the dialog. 

Did you submit the report using your email that you use on this forum?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

 • 

90 Points


4 Messages

 • 

90 Points

Yes Rikk, it's the same email address as I use on here. I have submitted a few new crash reports tonight so hopefully you will see those now.

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

The team has analyzed your Crash Report. Right now, it is pointing to a faulty disk. I would recommend getting that disk checked out very soon. Make sure you have quality backups - just in case. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

1 Message

 • 

60 Points

a year ago

Hello, I'm havu g crashing issues as well. I can't seem to move past anything after it boots up my photos. I cant click on anything because it freezes the screen

Adobe Administrator

 • 

8.2K Messages

 • 

118.3K Points

Have you tried Lightroom 3.1 released today to see if it cures your crashing?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

25 Messages

 • 

484 Points

8 months ago

This reply was created from a merged topic originally titled Lightroom CC: Desktop crashes on startup.

I have never been able to use Lightroom CC desktop version. The application crashes on startup. I suspect this has something to do with my GPU. I had to disable GPU in Lightroom Classic CC, Photoshop CC, Camera Raw CC, to be able to use these applications. However, I cannot do it in Lightroom CC desktop, because it has never started so far. My Lightroom CC preference folder, C:\Users\[UserName]\AppData\Roaming\Adobe\Lightroom CC\Preferences  is empty. There is no preferences file. Is there a way I can download a default preference file? I am on Windows 10, current Lightroom CC version is 1.4. None of the suggestions on this forum, including he one to reset preferences to default, by starting with "Alt"+"Shift" key pressed, have worked so far.