Lightroom 6 crashes after update change deleting my LR6, 3 hrs on helpdesk and no fix in sight,... case ID 0189488144

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  • Updated 10 months ago
  • (Edited)
Update nightmare result!! Please resolve the severe impact from your poor marketing decision immediately.

 Lightroom 6 crashes after update/reload (per adobe instructions). 
This very poorly disclosed, update default settings change, ended up deleting my LR6. 3 hours, (with three escalations) with your helpdesk and they cannot help me without out getting off the call and escalating.

I read the journal and its clearly a non disclosure, default setting change mistake, by Adobe. Executed in the quest/zest to turn everyone into a cloud user user. Not everyone are a cloud user. Nor is it appropriate. I need to go back to work and have already lost significant money and time.

Everything worked fine until the update and reload by three different support personnel. Massive amount of files were deleted/modified/cleaned/etc. Most of which I do not understand. None of it fixed the startup crash. Third person was a supervisor who tried to get me to accept it as my problem until I directed him to this quote from Lightroom journal by Adobe:

“We understand we sent perpetual customers down a path of subscribing to a trial version of the new Lightroom Classic CC last week, replacing already installed versions of Lightroom 6,” Adobe writes. “We sincerely apologize for not providing a better user experience for our perpetual customers to try out Lightroom Classic CC while still keeping Lightroom 6 in place. This was a mistake on our end.”

It worked fine before the update and after, it does not. The only change created was by Adobe. Please help me fix it now. I just want to get back to work. 

Frustrated user waiting for a call back and immediate resolution. Hoping it is not going to be hours,... case ID 0189488144
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K. Mikael Wallin

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Posted 10 months ago

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Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

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You’re not on High Sierra, are you?
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K. Mikael Wallin

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Yes
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K. Mikael Wallin

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It was working well and fine before the update. Why would that make a difference. Nothing was changed on my end. only the Adobe update and following repair/reinstall attempts by your helpdesk...
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Victoria Bampton - Lightroom Queen, Champion

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There's been a bug reported on High Sierra - I'm only just back in the office so I'm a little fuzzy on the details - but it causes LR to crash when multiple devices are attached. It's supposed to be fixed in 6.13, but if you've been in uninstalled/reinstalled a few times, you might not have that latest release. Try disconnecting stuff, or check Help > System Info to ensure your running 6.13.
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K. Mikael Wallin

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A helpdesk super visor downloaded and installed it,... on my laptop,.. with no other devices attached,... I can't check it cause it crashes at launch,...
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K. Mikael Wallin

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Installed the 6.13 update,. It still crashed at launch but when I told int to ignore the reopen it opened and appears to be working,... Now the issue is that all my user presets and watermarks are gone!!! I was told that they were specifically saved,... =(
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K. Mikael Wallin

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I would like to thank you Victoria for suggesting 6.13 update. Appreciate you sending me down that path. That was it. After a little hickup it launched and then, after a reboot, it launched good. 
I'm still livid that three levels of Adobe support are unable to fix this and all they did was invade my laptop and make a huge amount of changes that did nothing more than degrade my equipment and loose all my presets and watermarks,... 

Not cool Adobe Creative Cloud and Adobe Customer Support. You still need to call me and fix what your previous support center messed up...

And to think,.. Three levels of support escalation could not execute on the 6.13 fix,...
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Victoria Bampton - Lightroom Queen, Champion

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Oh I'm so pleased it worked Mikael.
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

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Right, I'm back at my desk. What's left that they messed up? Let's see if we can get you fixed up, rather than waiting for them.
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Larry Fasnacht

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You are not a queen. You are a goddess.
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Victoria Bampton - Lightroom Queen, Champion

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LOL You're very sweet Larry. I'm just here to help.
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K. Mikael Wallin

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Thank you Victoria, Im humbled and grateful for your help and ability to do what three levels of support could not do. Just got off the phone with escalation team member. He fixed the presets/watermark issues. With the invasive alterations done by the first 3 levels, I'm scared about what might happen in the future but I guess I'll just have to wait and see,.. Not a very pleasant experience,.. Lost a bunch of productivity and a client,... Very unhappy. This makes me never ever want to do the CC experience. Holding my business and creations hostage with a deceptive default program change should be criminal... I bought the program fair and square,.. Leave it alone. If you want me to switch to CC, you need to make it so good that I cannot deny it, protect my work by leaving usable copies on my hard drive and a functioning base line software and make it fairly priced,... Right now you are missing the boat completely,...