Lightroom CC: Desktop crashes on startup (Windows)

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  • Updated 3 days ago
  • Solved
  • (Edited)
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! 



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vijay.ghate

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Posted 9 months ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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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?
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vijay.ghate

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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.
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Rikk Flohr, Official Rep

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Are you Mac or Windows, Vijay?
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vijay.ghate

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Windows. Sorry, forgot to mentioned that.
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Rikk Flohr, Official Rep

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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!
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vijay.ghate

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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". 

(Edited)
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Rikk Flohr, Official Rep

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

I did a typo on the first pass
(Edited)
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vijay.ghate

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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?
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Rikk Flohr, Official Rep

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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.
(Edited)
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vijay.ghate

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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!!!
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Rikk Flohr, Official Rep

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vijay, can you contact me at: 
I have a file I want to send you. 
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vijay.ghate

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I sent you an email just now.
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Rikk Flohr, Official Rep

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

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

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I have the same problem, can somebody please help me? 
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Rikk Flohr, Official Rep

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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?
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Wannes Berré

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

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

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Desperate, not the biggest computer wizz here

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Simon Toplak

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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
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Victoria Bampton - Lightroom Queen, Champion

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

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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.
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Victoria Bampton - Lightroom Queen, Champion

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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.
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Simon Toplak

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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...
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Rikk Flohr, Official Rep

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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?
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Colby Hempel

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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

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Victoria Bampton - Lightroom Queen, Champion

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Graphics driver would be my primary suspect Colby
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Colby Hempel

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

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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. 
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Colby Hempel

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hmmm. I will try booting in safe mode and see what it does, but like you said it still wont be usable. 
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Victoria Bampton - Lightroom Queen, Champion

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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?
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Kazuki Kasahara

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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.....
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Colby Hempel

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I'll try that, Victoria. Thanks
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Simon Toplak

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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.
(Edited)
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Colby Hempel

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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?
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Colby Hempel

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Does anyone know if Rikk is back from vacation?
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Colby Hempel

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Does anyone know if Rikk is back from vacation?
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Victoria Bampton - Lightroom Queen, Champion

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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.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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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.
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Erik Herrmann

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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!
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Eliot Mini

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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 !
(Edited)
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Rikk Flohr, Official Rep

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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?
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Eliot Mini

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