Lightroom CC: Crash

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  • Updated 4 weeks ago
  • (Edited)
Lightroom cc keeps crashing, as soon as it would try to load, I deleted and reinstalled it. verified my video card driver was up to date.  It crashed again when I would click to install photos, so I turned on the GPU setting. and rebooted then It now allowes me to upload photos and see them but when I click to edit them it crashes again. not sure what is going on here.
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Ryan

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Posted 2 months ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Ryan,

What is the exact version of Lightroom your are running? You can find it under Help > System Info... if you're not sure.

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
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Ryan

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Jeffrey, it never gives me the option of a crash report, it literally just throws me back to the desktop. I went thought the steps you showed and redid the Reg command on the link you sent you sent and tried it again and still never showed up a crash report screen. I can upload photos onto lightroom cc but can not edit them, as soon as it goes to load the picture if sends be back to my desktop and Lightroom is closed, I have now deleted it and re installed it several times,. . I am using version 2.2.1 I will try to restore to an older version and see if that works.   
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Are you on Windows? If so, make sure your graphics driver is up to date by going to your card manufacturer's website (NVIDIA or AMD).
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Ryan

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reverting to Lightroom cc 2.2 didn't help still crashed at same spot trying to open any pic to edit. I can see all my phots laid out on the main window after uploading, but again it kicks me back to desktop when I click on anyone of the pictures to edit.  yes I am running windows 10. the graphics card is a Nvidia GeForce 740 and just updated to lasted driver released 4/23/2019.
I screen captured what happens , I actually click on the picture (mid page) with the green plant and girl taking the photo in the back round. 
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Rikk Flohr, Official Rep

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Ryan, I'd like you to send me a diagnostic log from a crashed session.
  1. Create the crash.
  2. Relaunch
  3. Preferences>Account and hold down the [Alt] key to get the [Diagnostic Log] button. 
  4. Email to 

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Ryan

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sent. thank you for taking the time to help.
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Rikk Flohr, Official Rep

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Received. I will get it to an engineer and see what they can find. 
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Adventures 2 U

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i too am having the same issue... 
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Ryan

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Glad to see I am not alone, but still have no idea what is causing it.. thinking of reinstalling windows to see if that fixes it, I haven't yet, because it only happens on lightroom. Photoshop and Premier pro work perfect.
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Adventures 2 U

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Yeah, the other apps are doing well, Just Lightroom classic and CC are having this issue... Let me know asap what happens,
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Adventures 2 U

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Anyone has any update on the light room crashing?? 

Unfortunately my lightroom isnt working... Classic or CC...
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Rikk Flohr, Official Rep

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I've reviewed the crash reports for your Email address. You haven't had a reported crash in the last month.  The only previous crash I've seen is related to an nVidia driver crash.  Are you completely up-to-date on your nVidia drivers according to the nVidia website?

In your recent crashes do you receive an Adobe dialog or a Microsoft dialog? A screenshot of your crash dialog would be most helpful. 
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Ryan

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I receive nothing.. I posted the vide of exactly what happens. I have updated windows and my video driver both have the latest updates. I have reinstalled lightroom several times.. even installed an older version of lightroom. When I click to edit a picture it goes right back to the desktop like the program was never opened.
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Ryan

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Just updated to the newest video driver that just came out for my video card now lightroom dosen crash, it just locks up the mouse, I have to use control+alt+delete to get to task manager to shut down windows.. because the nose completely freezes.
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Ryan

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update- just downloaded the Lightroom update and it still crashes just like it did in my video,  but I deleted it and all the preferences and installed Lightroom Classic. Lightroom Classic is working just fine. It must be something with the online interface  and the editing in the Lightroom cc. I can add photos on to Lightroom CC without any issues it is only when I go to edit that it throws me back to the desktop with not warning.  
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Rikk Flohr, Official Rep

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Ryan, I've reviewed your email address used with this forum and find no Crash Reports for Lightroom Desktop 2.3 under your name.  Do you have a different email as an Adobe ID? 
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Ryan

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Nope like I stated before.. it doesn't do a crash report it just kicks me back to the desk top. It never gives a crash report. I upload a video of what it does. You even had me manually do a report and send it to you.
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Rikk Flohr, Official Rep

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That was prior to the 2.3 update. I was hoping things would either correct or at least we'd get crash reports with the update. Thanks.
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Ryan

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Nope exact same issue.. I did notice on the top leright it shows Lightroom says no internet connection, but I am online.. bo idea what is up with that.
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Philipp Weiss

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Firewall blocking acces for Lightroom?
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Ryan

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Good question, I use Kaspersky but I have not been alerted to it blocking anything.
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Ryan

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Still have no idea what is causing the issue but started using classic and with the update it has started working fine.