Lightroom Classic: Crashing whenever I export to email (Win10)

  • 1
  • Problem
  • Updated 1 week ago
  • Solved
  • (Edited)
Lightroom Classic CC has been working great for the past year or two.
However, starting late May or early June 2018, it crashes every time i try to export to EMail.

Settings are: 
  • No file rename
  • No video
  • File Settings: Color Space=sRGB; Quality=60;
  • Image Sizing: Resize to Fit=Long Edge; 500 pixels; resolution=72 pixels per inch
  • No output sharpening
  • Metadata: Include=Copyright Only
When i click the "Export" button on that screen, it attempts to bring up the next screen (where we can enter the To, CC, etc fields), and it only partially renders that screen, before it crashes.

Any recommendations about what to do?
Thanks
Tony
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like

Posted 5 months ago

  • 1
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4426 Posts
  • 1637 Reply Likes
Can you please go to Help menu > System Info and copy the first few lines for us? That'll provide some essential information to get us started.

Also, what happens if you go to File menu > Email Photos without first going through the Import dialog?
Photo of Larry Fasnacht

Larry Fasnacht

  • 19 Posts
  • 5 Reply Likes
Victoria, any word on when the next release is coming out?  I'd love to update and start using the profiles in Classic.
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
7.4 Was released earlier today.  
Photo of Larry Fasnacht

Larry Fasnacht

  • 19 Posts
  • 5 Reply Likes
HOORAY!  My problem of crashing after import is fixed!!!!!  And the culling process seems much faster.  I'm so happy you folks were able to fix this issue.  And contrary to what a lot of posters have said, I thought you folks were doing pretty well on keeping us updated.  Could have been a little more, but I'm not unhappy about it.  

Thank you, thank you, thank you for fixing this!  Now I can get on with making breathtaking images with alacrity.
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
Thanks for the reply.
Here is the system info.... and at the bottom i'll paste in the screen-shot of what happens when i try using File->Email Photo  (basically same error)


Lightroom Classic version: 7.3.1 [ 1167660 ]
License: Creative Cloud
Language setting: en
Operating system: Windows 10 - Business Edition
Version: 10.0.17134
Application architecture: x64
System architecture: x64
Logical processor count: 4
Processor speed: 2.2 GHz
Built-in memory: 65490.5 MB
Real memory available to Lightroom: 65490.5 MB
Real memory used by Lightroom: 859.7 MB (1.3%)
Virtual memory used by Lightroom: 923.4 MB
GDI objects count: 650
USER objects count: 2346
Process handles count: 1822
Memory cache size: 131.4MB
Internal Camera Raw revision: 933
Maximum thread count used by Camera Raw: 3
Camera Raw SIMD optimization: SSE2,AVX
Camera Raw virtual memory: 254MB / 32745MB (0%)
Camera Raw real memory: 258MB / 65490MB (0%)
System DPI setting: 120 DPI
Desktop composition enabled: Yes
Displays: 1) 2560x1440, 2) 2560x1440
Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No

Graphics Processor Info: 
OpenGL: Quadro 4000/PCIe/SSE2

Check OpenGL support: Passed
Vendor: NVIDIA Corporation
Version: 3.3.0 NVIDIA 353.62
Renderer: Quadro 4000/PCIe/SSE2
LanguageVersion: 3.30 NVIDIA via Cg compiler
Total Video Memory: 2048 MB

Installed Plugins: 
1) AdobeStock
2) Canon Print Studio Pro
3) Canon Tether Plugin
4) Facebook
5) Flickr
6) LR/Instagram
7) Nikon Tether Plugin




After this screen, i get the message the Lightroom has crashed, and asks me to send an error report... which i do.
Thanks
Photo of Larry Fasnacht

Larry Fasnacht

  • 19 Posts
  • 5 Reply Likes
Or you can do what I did and roll back to 7.2 and hope that the next release fixes these bugs.
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
Lightroom 7.4 was released earlier today and should have a fix for this issue. Give it a try and let us know if you continue to see this problem. Thank you for your patience!
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
Hi,
I just upgraded to v7.4, and the problem still exists.

Also, i do have my email address added to the error report dialog (in the appropriate box for email) before sending. Hope that helps.

Tony
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
Thanks for trying the update, Tony.

Since yours is the only report I've seen let's try to isolate the issue: 

Sometimes weird behavior is corrected/cured by resetting the preferences. 

Reset Procedure:

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

Does the crash behavior continue after resetting the preferences?
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
Thanks Rikk.
I have followed your suggestion and reset Preferences.
And yes, the problem still occurs. 
(please note: this problem only started 3-4 weeks ago... before that i emailed photos to clients and family all the time)

Thanks
Tony
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
Thanks for the troubleshooting step.   My next stop would be Video Drivers.  Have you been to your card manufacturer's website and downloaded the latest driver? Note: you can't depend upon the Windows update to get the latest. 

Since it started in the middle of a release cycle and an update and preference reset didn't help, that would be the next thing to check. 

Also, what Mail Client are you using?
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
Is there a way to get to the "Email Account Manager" without going through the export to mail dialog?   I'd like to review my account settings.
Also, i will also try turning off GPU acceleration to see if that helps
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
File>Email Photo... then access it within the From pulldown.
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
see that's where it crashes, before it can finish displaying the page with the drop-down.  Is there any other way of getting to that? Or at least of wiping out the current settings? I can see my name in drop down but cannot click on it (see screenshot2). Note the absence of half the buttons/controls on the form. After this, the crash page comes up.
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
Tony if you create a blank test catalog are you able to access the dialog?
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
Hi Rikk,

Today i updated my video drivers. restarted. same error.

Then i created a new catalog, imported a dozen photos, and tried to email one... same error.

With the new catalog, the email screen (partially displayed, as in the screenshot above), it still has my name in the "From" field drop-down, so it is obviously still accessing that information from somewhere ... so that must be stored outside of both the catalog and the preferences (which we reset earlier).  hope there is a way to get to that and clear it, so i can re-enter it (if that's the problem).

Thanks
Tony
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
New catalog - same behavior: That tells us it isn't catalog specific.
Preferences have been reset: no change
Video Drivers are up to date: no change

At this point, the next step is to uninstall Lightroom and reinstall from a fresh download. If we can't access the dialog after that we will have to get some logs from you. 
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
Checking with the engineering team - stand by!
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
Tony when the crash occurs are you getting the opportunity to submit a crash report? If so, please do and include your email address in the report so we can track it on our end. 
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
Yes i have. Usually with comments.
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
Super. I will let the engineers know and post back when I get the results!
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
Thank you so much!
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
I have resolved the problem!  yay.

For anyone who experiences this issue, this is what i did to resolve it:

1.  exit Lightroom Classic CC.

2. go to the folder: 
C:\Users\Tony\AppData\Roaming\Adobe\Lightroom\Email Accounts

3. Delete the .lua file that you find there... it's where the outgoing email file information is stored.

4. Re-launch Lightroom Classic

5. Select and image and export to email

6. now instead of crashing, it gives you the email setup screen.


7. In GMAIL, i use the 2-step validation process. Which means you need to generate an app specific password for any apps that will be using gmail. I already had one for Lightroom, but to be safe I generated a new one. Go to gmail, then go to Account -> sign-in & security -> App Passwords
   - it will ask for your password again
   - follow the instructions to generate a new password for Lightroom Classic CC
   - copy it to clipboard

8. Back in LR, in the New Account window,
   - Select GMAIL as the Service Provider
   - Add your name 
   - Enter your email address
   - Paste in the password you generated in 7 above.

And that has fixed the crash.
I am now able to email from LR once again.

Thanks to everyone who helped me with this.
Tony
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
Great news, Tony.  Thank you for posting your resolution steps as well. I will file that knowledge away for future use! 
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
Sadly, my celebratory happy dance was premature.

The problem comes back every time i quit LR and re-launch it.
At least i have a way to fix it, but man it's a real pain to have to generate a new PW, delete the current email config file, and recreate it,  every time i want to email something from LR.

Can you please ask the software engineers to look at the crash reports i've been sending, to see if they can figure out why this keeps happening.
Thanks
Tony

EDIT: I don't have to regenerate a new PW each time, just keep using the one already generated.  But i do have to delete the existing .lau file, so that LR will prompt me for my outgoing email information again.
(Edited)
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4253 Posts
  • 810 Reply Likes
Tony, 

Any chance you could send me that non-functional lua file?  One of the engineers wants to take a look at it. Email to
 
Photo of Tony Zielinski

Tony Zielinski

  • 15 Posts
  • 1 Reply Like
Sure thing. Away right now, but will send it next week.
Photo of Jay Kuhn

Jay Kuhn

  • 3 Posts
  • 0 Reply Likes
Hi,

I've had the exact same problem on and off for maybe a year.  Any update on this?   Relevant info
1 -  I cleared all presets. 
2 -   I have sent in a crash report
3 - Outlook 2016
4 - Windows 10
5-  I have no .lua files expect in Modules/HDR2 ... and an info.lua
6 - I had 3 files, Email-2500px.lrtemplate, For Email(Har Drive) and for Email.tmplate.  I deleted these.


It does not matter if I run email on the initial drop down or through exports.  After resetting preferences it only available in export. 

Thanks, 
Jay

About:
Lightroom Classic version: 7.5 [ 1186149 ]
License: Creative Cloud
Language setting: en
Operating system: Windows 10 - Business Edition
Version: 10.0.17134
Application architecture: x64
System architecture: x64
Logical processor count: 8
Processor speed: 3.4 GHz
Built-in memory: 16304.5 MB
Real memory available to Lightroom: 16304.5 MB
Real memory used by Lightroom: 1216.1 MB (7.4%)
Virtual memory used by Lightroom: 1445.9 MB
GDI objects count: 545
USER objects count: 1869
Process handles count: 1700
Memory cache size: 843.0MB
Internal Camera Raw revision: 1001
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 719MB / 8152MB (8%)
Camera Raw real memory: 720MB / 16304MB (4%)
System DPI setting: 96 DPI
Desktop composition enabled: Yes
Displays: 1) 2560x1440, 2) 2560x1440
Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No
Graphics Processor Info:
DirectX: NVIDIA Quadro K620 (23.21.13.9189)

Application folder: C:\Program Files\Adobe\Adobe Lightroom Classic CC
Library Path: C:\Users\Jay\OneDrive\Pictures\Photos\Lightrom\Lightroom Catalog.lrcat
Settings Folder: C:\Users\Jay\AppData\Roaming\Adobe\Lightroom
Installed Plugins:
1) AdobeStock
2) Canon Tether Plugin
3) Facebook
4) Flickr
5) HDR Efex Pro 2
6) Nikon Tether Plugin
Config.lua flags: None
Adapter #1: Vendor : 10de



4.   I have no .lua file except



Photo of James Kennedy

James Kennedy

  • 1 Post
  • 0 Reply Likes
I am having a similar issue, my lightroom crashes when I try to export pictures to a hard drive. It has been happening every time I try to export. 
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 4168 Posts
  • 795 Reply Likes
James, 

I reviewed the crash reports searching for the email you've used on this forum and do not find any. Do you have a different Adobe ID or is this a OS crash and not a Lightroom crash?