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4 Messages

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102 Points

Mon, Feb 22, 2021 10:01 PM

Lightroom Desktop: Lightroom won't start when not connected to home network--AgKernel.dll error

Last fall I spent several hours over 7 chats and calls with Adobe Customer Support trying to fix the following. I reformatted my HD (Surface Book 2) and did clean installs of Windows at least four times and the problem persisted.  I solicited assistance in Adobe Community forum and received no replies. I recently purchased a Dell XPS 15 with more than enough horsepower to run LR, and the issue persists.  Please help.

After the LR splash screen loads, LR stalls (stuck blue quarter-circle) when my laptop is not connected to my home network. I have my Local Storage preferences to store Smart Previews on the laptop's HD. So, the catalog info and images should be available for LR to access and properly start.  This issue has been present since early Sept with the LR v3.4 release.  It persists with the LR v4.0 release.  I've engaged in 7 chats and calls with Adobe's Technical Support people and none have been able to fix the problem.  With the onset of this issue, I've have found a consistent error message in Windows Event Viewer.  I won't yet go into all of the strategies I've tried to fix the problem--for now, I'm hoping that someone can speak to why this issue persists with this consistent error message:

Faulting application name: lightroomhelper.exe, version: 4.0.0.0, time stamp: 0x5f7def05
Faulting module name: AgKernel.dll, version: 0.0.0.0, time stamp: 0x5f7dee23
Exception code: 0xc0000005
Fault offset: 0x000000000000401c
Faulting process id: 0x1d10
Faulting application start time: 0x01d6b39aeb2e2d83
Faulting application path: C:\Program Files\Adobe\Adobe Lightroom CC\lightroomhelper.exe
Faulting module path: C:\Program Files\Adobe\Adobe Lightroom CC\AgKernel.dll
Report Id: 2a404970-98af-4384-88c7-3fcd5e302224
Faulting package full name:
Faulting package-relative application ID:

Responses

Adobe Administrator

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10K Messages

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135.4K Points

2 m ago

The current version is 4.1.  Do you still see this issue after updating?

(edited)

Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

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102 Points

Hi Rikk, Thanks for your interest.

 

Generally, I regularly install updates as they are made available by updaters.  And if operations start getting buggy, I will manually check for and install updates.  That being said:

 

LR v4.1 Build 20201120-1311-17d302b (up-to-date)

Windows 10 Pro v20H2 Build19042.804 Feature Experience Pack 120.2212.551.0 (up to date)

NAS: Synology DS1513+ OS: DSM 6.2.3-25426 Update 3 (up-to-date)

 

LR Local Storage Preferences set to store Smart Previews locally on C: (main laptop HD) and to store copies of originals on NAS.  For two years or so, when I was not connected to the NAS, I could work in my LR catalog because the Smart Previews were stored locally.  Thus, if I were on an airplane or connected to a network other than my home network, I could still use LR.  If I imported photos, they were stored in an Adobe AppData folder until I reconnected to the NAS.  LR would automatically move the photos from the local AppData folder to the NAS.

 

Since September, if I am not connected to the NAS via my local network, LR stalls (as described in the OP).  Local Storage Preferences still selected for local storage of Smart Previews on C:.  Original image storage automatically switches from NAS (when connected to NAS) to local Adobe AppData folder (when not connected to NAS) and vice versa.

 

The easiest way for me to replicate the issue at home is to either turn off the computer’s network adapters or turn off the NAS.  I just turned off the NAS, restarted LR, and the problem recurred.  Here is the error message generated by Windows Event Viewer:

 

Faulting application name: lightroomhelper.exe, version: 4.1.0.0, time stamp: 0x5fbbde80

Faulting module name: AgKernel.dll, version: 0.0.0.0, time stamp: 0x5fbbdd7f

Exception code: 0xc0000005

Fault offset: 0x000000000000401c

Faulting process id: 0x5190

Faulting application start time: 0x01d70a0981040c49

Faulting application path: C:\Program Files\Adobe\Adobe Lightroom CC\lightroomhelper.exe

Faulting module path: C:\Program Files\Adobe\Adobe Lightroom CC\AgKernel.dll

Report Id: 07831037-75b4-4a3c-9639-39376f5c2051

Faulting package full name:

Faulting package-relative application ID:

Adobe Administrator

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10K Messages

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135.4K Points

2 m ago

I've logged a bug against this. My findings were slightly different than what you are reporting but we've go the team looking at it. 

Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

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102 Points

Thanks Rikk.  I can not tell you how much I appreciate that you looked into this and have reported it as a bug.  When the issue is repaired, I would welcome the opportunity to discuss with a supervisor the absurd responses I received from Adobe LR tech support staff--none of whom would even entertain the possibility of a bug

4 Messages

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102 Points

Hi Rikk.  Just updated to LR 4.2. Windows, drivers, anti-virus, Synology DSM all up-to-date.  Turned off NAS, restarted LR. Problem persists. Event Viewer gives the same error message.  In summary, this six-month-old issue still persists after v4.2 "bug fixes"

From Event Viewer:

Faulting application name: lightroomhelper.exe, version: 4.2.0.0, time stamp: 0x603e414e
Faulting module name: AgKernel.dll, version: 0.0.0.0, time stamp: 0x603e4050
Exception code: 0xc0000005
Fault offset: 0x000000000000401c
Faulting process id: 0x2ba0
Faulting application start time: 0x01d71b71b29a5221
Faulting application path: C:\Program Files\Adobe\Adobe Lightroom CC\lightroomhelper.exe
Faulting module path: C:\Program Files\Adobe\Adobe Lightroom CC\AgKernel.dll
Report Id: b3b97815-a4fe-4110-b00e-9b3a23b823f1
Faulting package full name: 
Faulting package-relative application ID: 

Adobe Administrator

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10K Messages

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135.4K Points

4.2 had no fixes related to this. It is still in progress. 

Adobe Photography Products

Quality Engineering - Customer Advocacy