Lightroom Classic: Crashing on Import

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  • Updated 1 month ago
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  • (Edited)
I posted this on the community a couple of weeks ago (https://community.adobe.com/t5/lightroom-classic/lightroom-classic-crashing-on-import-then-on-start/m-p/10881160?page=1) and I'm out of ideas so I thought I would try here before giving up and looking for an alternative product.

Despite numerous system checks (hardware, performance, virus scans), checking for any additional Windows 10 updates, updating my graphics drivers etc., Lightroom is still crashing on Import.  I have downgraded to older versions twice, I have uninstalled all CC products and run the Adobe Cleaner.  It seems stable until I import.  It doesn't matter whether I am importing raw images off an SD Card or jpgs from the computer hard drive.  The OS and all other apps are perfectly stable.

The Adobe Crash Reporter does not come up despite having set it to Always (both before and after reinstalls).  The Windows event log is showing a problem with ntdll.dll.

Faulting application name: Lightroom.exe, version: 9.1.0.10, time stamp: 0x5de0bfe8
Faulting module name: ntdll.dll, version: 10.0.18362.418, time stamp: 0x99ca0526
Exception code: 0xc0000374
Fault offset: 0x00000000000f9269
Faulting process id: 0x680
Faulting application start time: 0x01d5ca3ff04b39d7
Faulting application path: C:\Program Files\Adobe\Adobe Lightroom Classic\Lightroom.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 6092a9e8-7c76-4573-a322-3c1f159f3d6b
Faulting package full name:
Faulting package-relative application ID:

Any ideas?  Thanks.
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Carl Lloyd

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Posted 2 months ago

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Rikk Flohr, Official Rep

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Greetings Carl,

I find no crash reports under your forum email address. Are you seeing a crash dialog? Is it Adobe's or Microsoft's? Any chance you have a screen grab of the crash dialog?
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Carl Lloyd

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Hi Rikk,

There is no crash dialog - the program just exits.  I used the instructions below to make sure the crash reporter is on, but it made no difference.  Is there a preferences setting in the application that I can check - I could not find one.

From: https://helpx.adobe.com/uk/photoshop/kb/submit-crash-reports.html

Windows

  1. Open Start
  2. Search for "Command Prompt" and launch it
  3. Enter the following command:
    • REG ADD HKEY_CURRENT_USER\Software\Adobe\CommonFiles\CRLog /v "Never Ask" /t REG_SZ /d 0
  4. Press the Enter key
  5. If asked “Value Never Ask exists, overwrite(Yes/No)?" choose Yes
Thanks,

Carl.
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Rikk Flohr, Official Rep

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In that case, I would start looking at Windows 10 Event Logs and see if they offer any clue. If you do not get an Adobe Crash Dialog, I have no way to see it on this end.  It may be an OS/Hardware/Driver crash. 
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Todd Shaner, Champion

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If you have a phone or tablet connected try unplugging it, reboot your system, and try again.
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Carl Lloyd

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The event log summary is posted above.  If it is an OS/hardware/driver crash then in only happens on importing images into Lightroom.  As mentioned the hardware diagnostics shows no problems and the OS and all other applications are perfectly stable.

There is nothing connected to the PC - at the moment I am just trying to import scanned images saved onto the hard drive, either via import or folder sync options - both cause Lightroom to exit.
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Rikk Flohr, Official Rep

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Lightroom can stress systems in ways other programs can't. If your multiple crashes all have similar event logs to the snippet above, I would be looking at this line:

Faulting module name: ntdll.dll, version: 10.0.18362.418, time stamp: 0x99ca0526

There appear to be a host of crashes (not all involving Lightroom) around this module.  That might be a clue on how to continue. 
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Carl Lloyd

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I've spent a fair amount of time researching how to 'fix' ntdll.dll but short of a system rebuild I haven't come up with anything.  I've run multiple windows utilities including fsc, dsim, system diagnostics, and system performance but there are no reported problems and I'm not seeing any other application errors in the windows event log.  I'm not inclined to spend a couple of days on a complete system rebuild just in the hope that it fixes the problem.  So unfortunately, I think I'm at an end with Lightroom.
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Todd Shaner, Champion

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To rule out some other potential issues try this simple test. Create a folder named TEST on the Desktop and add a few files. Create a 2nd empty folder on the Desktop named IMPORT. Inside LR import the files in the TEST folder using 'Add' 'Copy' to the 'Destination' for the 2nd folder named IMPORT on your Desktop. Does that work?
(Edited)
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Carl Lloyd

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No - just a single image causes it to fail.  The image file does get copied across before it fails, but when I then restart Lightroom it immediately exits - so I have to remove the imported folder or revert to an older catalog before Lightroom will stay open.
(Edited)
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Rikk Flohr, Official Rep

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Carl,

If you create a new user account in Windows - just for test purposes. Can you crash on the test account?
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Carl Lloyd

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Things get stranger!  I can open the new catalog that I created and imported into previously.  That's fine.  And I also imported additional images into this catalog without it crashing.  However, when I started face recognition it exited with the Windows event log again pointing to ntdll.dll.

Now, in my old catalog that crashes every time I try to import, face recognition works fine. I have been using it over the weekend a fair amount without a single crash.

The new catalog is small (may 150 images now) so I'm not sure that starting face recognition is placing a huge load on the system in comparison to running it on my old catalog of 40,000 images.
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Rikk Flohr, Official Rep

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Try it with 9.2 released yesterday evening? Does it behave the same?
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Carl Lloyd

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Early testing on 9.2 is positive.  I have managed to do a couple of imports into my main catalog on my main user account without it crashing.  It's certainly hammering the CPU in a way it wasn't 2-3 months ago but I can live with that as long as it stays up.  I'll do more testing over the weekend.  Thanks.
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Carl Lloyd

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Further testing on 9.2 has gone pretty well.  Still no crashes on import or face recognition. 

I imported just under 1500 images and it pegged the CPU at 80-100% both during and after import.  I noticed that it was a combination of Lightroom (50-80+%) and Runtime Broker (30-50+%) hitting the CPU.  5-10 minutes after the import had completed Runtime Broker went back down to single digit CPU usage while Lightroom stayed at > 50%.  After maybe 25-30 minutes I quit Lightroom with the CPU still at 60-70%.  I then reopened Lightroom and it was back to single digit CPU usage.  So it still seems a little strange, but it's staying up which is the main thing.

Thanks to all, particularly Rikk, for your support.
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Carl Lloyd

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First attempt to import since my last update - I just tried to synchronize a folder (6 additional images).  Lightroom crashed.  Might be a complete coincidence but all I have done since is reinstall Photoshop (as I had removed all CC apps and run the cleaner).  So I uninstalled Photoshop, rebooted, reverted to the previous catalog and tried again but it still crashed.  It is again faulting on ntdll.dll.
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David Golding

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 Exception code: 0xc0000374 

I was going to advise you to Google on that, but darn if nothing obvious shows up, but you may want to search anyhow

One thing that did come up, Windows Update, check for any.But that tip is from 2017.








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David Golding

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I would modify my response in that you stated you already looked at WIN updates, but, can not edit
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David Golding

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Googling on “Exception code: 0xc0000374  Lightroom Classic” yields:

 https://community.adobe.com/t5/lightroom-classic/error-on-the-new-version-8-2-of-lightroom-classic/td-p/10363470?page=1

Basically turn off use GPU


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Carl Lloyd

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Thanks David.  I have already tried setting Autobahn to false but that did not work.