Lightroom CC: Crashes, Workaround Files not showing up

  • 1
  • Problem
  • Updated 1 year ago
  • (Edited)
I just updated to the new Lightroom CC only to find that it crashes everytime I open it, specifically when I click presets.

I am on a Mac and have tried the workaround suggested here: Lightroom CC 1.4 crashes while opening the Presets panel
 
But, when I get to the Adobe files I only have "Lightroom CC AMT" which doesnt have a develop presets folder. I don't even know what to try to fix this.
Photo of Timothy McKenna

Timothy McKenna

  • 2 Posts
  • 0 Reply Likes
  • really frustrated

Posted 1 year ago

  • 1
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 5169 Posts
  • 2021 Reply Likes
That means you're going to the main system library, not the user one. In Finder, go to the Go menu > Go to Folder and paste ~/Library/Application Support/Adobe/Lightroom then hit enter.
Photo of Timothy McKenna

Timothy McKenna

  • 2 Posts
  • 0 Reply Likes
It tells me the folder can't be found.
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 5169 Posts
  • 2021 Reply Likes
Ok, let's go a different way. In Finder, go to the Go menu. If Library is listed there, click on it, or if it's not, hold down the Opt key so it shows up. Then navigate through Application Support > Adobe > Lightroom.
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 5169 Posts
  • 2021 Reply Likes
I've just spotted my typo - that should have been ~/Library/Application Support/Adobe/Lightroom CC (I missed the CC)
Photo of vijay.ghate

vijay.ghate

  • 22 Posts
  • 2 Reply Likes
I am on windows 10. Have not been able to use Lightroom CC(Web version). It crashes on startup 
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 5814 Posts
  • 1269 Reply Likes
Lightroom CC the desktop app or Lightroom for Web (inside a browser like Chrome, Safari, etc)?
Photo of vijay.ghate

vijay.ghate

  • 22 Posts
  • 2 Reply Likes
Lightroom CC desktop App. Is there a "Preference file for Lightroom CC Desktop App? Can I edit it directly to not use GPU?. I think it may have something to do with GPU.
"Lightroom Classic CC" and Photoshop CC  work OK after downgrading the driver for AMD GPU. 
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 5814 Posts
  • 1269 Reply Likes
To reset preferences on Lightroom CC you can hold down [opt/alt]+[shift] while launching the program and it will prompt you to reset the preferences. Give that a try and let me know if launch is successful.
Photo of vijay.ghate

vijay.ghate

  • 22 Posts
  • 2 Reply Likes
I launched the program with alt+shift key held down. No prompt to reset preference. A properties popup opens, but no option to reset preference. Here is the screen shot of the Properties popup that opens.



 I am including the crash report here. Maybe, it helps.
----------------------------

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="2.0.1" clientVersion="2.0.1" applicationName="Adobe Lightroom" applicationVersion="1.4" build="20180608-0705-e1ba7c8" source="Windows-Client">
<time year="2018" month="7" day="20" hour="21" minute="26" second="1" timeoffset="330" timezone="India Standard Time"/>
<user guid="f274b36b-8677-4fd0-bb0d-f5ff9d1d915a"/>
<system platform="Windows 10 Home Single Language" osversion="10.0" osbuild="17134" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="8072" machine="Intel(R) Core(TM) i7-4500U CPU @ 1.80GHz" model="Intel64 Family 6 Model 69 Stepping 1" cpuCount="4" cpuType="8664" cpuFreq="2394 MHz"/>
<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0xe06d7363" instruction="0x00007FFBD41BA388">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFBD41BA388" symbolname="RaiseException"/>
<stackStatement index="1" address="0x00007FFBC9602C6F" symbolname="_TypeMatch"/>
<stackStatement index="2" address="0x00007FFBD7BDE273" symbolname="RtlCaptureContext"/>
<stackStatement index="3" address="0x000000014000D611" symbolname="AgLightroomApp_getBuildDate_L"/>
<stackStatement index="4" address="0x000000014000C3D8" symbolname="GetAppInstance"/>
<stackStatement index="5" address="0x00007FFB8C6C6200" symbolname="unknown"/>
<stackStatement index="6" address="0x000000014000725B" symbolname="AgViewWin32Window::`default constructor closure&#39;"/>
<stackStatement index="7" address="0x00007FFBD5683034" symbolname="BaseThreadInitThunk"/>
<stackStatement index="8" address="0x00007FFBD7BB1431" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x000000000014F3E0"/>
<register name="RCX" value="0x0000000009B9EA80"/>
<register name="RDX" value="0x0000000000180000"/>
<register name="RSI" value="0x000000000014D070"/>
<register name="RDI" value="0x000000000014DD20"/>
<register name="RSP" value="0x000000000014CF30"/>
<register name="RBP" value="0x000000000014D5C0"/>
<register name="RIP" value="0x00007FFBD41BA388"/>
<register name="EFL" value="0x0000000000000202"/>
<register name="LastExceptionToRip" value="0x00000000030B6980"/>
<register name="LastExceptionFromRip" value="0x0000000009C53750"/>
</registerSet>

<binaryImageSet>
<binaryImage start="0x0000000140000000" end="0x0000000140253000" path="adobe\lightroomcc.exe"/>
<binaryImage start="0x00007FFBD7B40000" end="0x00007FFBD7D21000" path="ntdll.dll"/>
<binaryImage start="0x00007FFBD5670000" end="0x00007FFBD5722000" path="kernel32.dll"/>
<binaryImage start="0x00007FFBD4180000" end="0x00007FFBD43F3000" path="KERNELBASE.dll"/>
<binaryImage start="0x00007FFBD70B0000" end="0x00007FFBD7240000" path="user32.dll"/>
<binaryImage start="0x00007FFBD45A0000" end="0x00007FFBD45C0000" path="win32u.dll"/>
<binaryImage start="0x00007FFBD7690000" end="0x00007FFBD76B8000" path="gdi32.dll"/>
<binaryImage start="0x00007FFBD3FE0000" end="0x00007FFBD4172000" path="gdi32full.dll"/>
<binaryImage start="0x00007FFBD4400000" end="0x00007FFBD449F000" path="msvcp_win.dll"/>
<binaryImage start="0x00007FFBD44A0000" end="0x00007FFBD459A000" path="ucrtbase.dll"/>
<binaryImage start="0x00007FFBD5A90000" end="0x00007FFBD6ED0000" path="shell32.dll"/>
<binaryImage start="0x00007FFBD7730000" end="0x00007FFBD77CE000" path="msvcrt.dll"/>
<binaryImage start="0x00007FFBD3F90000" end="0x00007FFBD3FD9000" path="cfgmgr32.dll"/>
<binaryImage start="0x00007FFBD7930000" end="0x00007FFBD79D9000" path="SHCore.dll"/>
<binaryImage start="0x00007FFB8CDC0000" end="0x00007FFB8D0A7000" path="adobe\amtlib.dll"/>
<binaryImage start="0x00007FFBD5360000" end="0x00007FFBD5484000" path="rpcrt4.dll"/>
<binaryImage start="0x00007FFBD4FD0000" end="0x00007FFBD52F3000" path="combase.dll"/>
<binaryImage start="0x00007FFBD3F10000" end="0x00007FFBD3F8A000" path="bcryptPrimitives.dll"/>
<binaryImage start="0x00007FFBD47B0000" end="0x00007FFBD4EBD000" path="windows.storage.dll"/>
<binaryImage start="0x00007FFBD7240000" end="0x00007FFBD768B000" path="setupapi.dll"/>
<binaryImage start="0x00007FFBD6ED0000" end="0x00007FFBD6F21000" path="shlwapi.dll"/>
<binaryImage start="0x00007FFBD79E0000" end="0x00007FFBD7A81000" path="advapi32.dll"/>
<binaryImage start="0x00007FFBD76D0000" end="0x00007FFBD772B000" path="sechost.dll"/>
<binaryImage start="0x00007FFBD77D0000" end="0x00007FFBD7921000" path="ole32.dll"/>
<binaryImage start="0x00007FFBD5820000" end="0x00007FFBD58E2000" path="oleaut32.dll"/>
<binaryImage start="0x00007FFBD3E60000" end="0x00007FFBD3E71000" path="kernel.appcore.dll"/>
<binaryImage start="0x00007FFBD3EA0000" end="0x00007FFBD3EBF000" path="profapi.dll"/>
<binaryImage start="0x00007FFBD3EC0000" end="0x00007FFBD3F0C000" path="powrprof.dll"/>
<binaryImage start="0x00007FFBD3E50000" end="0x00007FFBD3E5A000" path="fltLib.dll"/>
<binaryImage start="0x00007FFBC0D90000" end="0x00007FFBC0DAE000" path="adobe\Headlights.dll"/>
<binaryImage start="0x00007FFBB4A50000" end="0x00007FFBB4A97000" path="adobe\CRClient.dll"/>
<binaryImage start="0x00007FFBA0000000" end="0x00007FFBA012A000" path="adobe\substrate.dll"/>
<binaryImage start="0x00007FFB8C9C0000" end="0x00007FFB8CDB6000" path="adobe\ui.dll"/>
<binaryImage start="0x00007FFBD45C0000" end="0x00007FFBD47A2000" path="crypt32.dll"/>
<binaryImage start="0x00007FFBA0EE0000" end="0x00007FFBA0F73000" path="adobe\AgKernel.dll"/>
<binaryImage start="0x00007FFBD5730000" end="0x00007FFBD581D000" path="comdlg32.dll"/>
<binaryImage start="0x00007FFBD3E80000" end="0x00007FFBD3E92000" path="msasn1.dll"/>
<binaryImage start="0x00007FFBD6FE0000" end="0x00007FFBD704C000" path="ws2_32.dll"/>
<binaryImage start="0x00007FFB8C3E0000" end="0x00007FFB8C9BF000" path="mfc140u.dll"/>
<binaryImage start="0x00007FFBD5630000" end="0x00007FFBD565D000" path="imm32.dll"/>
<binaryImage start="0x00007FFBCD7B0000" end="0x00007FFBCD88C000" path="winhttp.dll"/>
<binaryImage start="0x00007FFBD33F0000" end="0x00007FFBD3428000" path="IPHLPAPI.DLL"/>
<binaryImage start="0x00007FFBC94A0000" end="0x00007FFBC9546000" path="msvcp140.dll"/>
<binaryImage start="0x00007FFBCAF80000" end="0x00007FFBCB1E9000" path="comctl32.dll"/>
<binaryImage start="0x00007FFBC9600000" end="0x00007FFBC9616000" path="VCRUNTIME140.dll"/>
<binaryImage start="0x00007FFBC6070000" end="0x00007FFBC6239000" path="dbghelp.dll"/>
<binaryImage start="0x00007FFBB3E60000" end="0x00007FFBB3EAF000" path="ndfapi.dll"/>
<binaryImage start="0x00007FFBD3040000" end="0x00007FFBD308B000" path="authz.dll"/>
<binaryImage start="0x00007FFBC8F40000" end="0x00007FFBC8F4A000" path="version.dll"/>
<binaryImage start="0x00007FFB8ED30000" end="0x00007FFB8EFBD000" path="adobe\wichitafoundation.dll"/>
<binaryImage start="0x00007FFBCB1F0000" end="0x00007FFBCB38A000" path="GdiPlus.dll"/>
<binaryImage start="0x00007FFBB1400000" end="0x00007FFBB171C000" path="DWrite.dll"/>
<binaryImage start="0x00007FFBD0DE0000" end="0x00007FFBD13A7000" path="d2d1.dll"/>
<binaryImage start="0x00007FFBC7310000" end="0x00007FFBC731C000" path="secur32.dll"/>
<binaryImage start="0x00007FFBC3940000" end="0x00007FFBC3C8F000" path="wininet.dll"/>
<binaryImage start="0x00007FFBCD0A0000" end="0x00007FFBCD268000" path="urlmon.dll"/>
<binaryImage start="0x00007FFBD24F0000" end="0x00007FFBD2588000" path="uxtheme.dll"/>
<binaryImage start="0x00007FFBC8B50000" end="0x00007FFBC8B6D000" path="wdi.dll"/>
<binaryImage start="0x00007FFB91870000" end="0x00007FFB91A0F000" path="adobe\libeay32.dll"/>
<binaryImage start="0x00007FFBB9180000" end="0x00007FFBB919A000" path="mpr.dll"/>
<binaryImage start="0x00007FFBD38A0000" end="0x00007FFBD38AB000" path="CRYPTBASE.DLL"/>
<binaryImage start="0x00007FFBC6FA0000" end="0x00007FFBC7242000" path="iertutil.dll"/>
<binaryImage start="0x00007FFBD3D50000" end="0x00007FFBD3D80000" path="sspicli.dll"/>
<binaryImage start="0x000000005FE50000" end="0x000000005FE69000" path="dnssd.dll"/>
<binaryImage start="0x00007FFBD27D0000" end="0x00007FFBD27F9000" path="dwmapi.dll"/>
<binaryImage start="0x00007FFBD6F30000" end="0x00007FFBD6FD0000" path="clbcatq.dll"/>
<binaryImage start="0x00007FFBA1C10000" end="0x00007FFBA1CB5000" path="tiptsf.dll"/>
<binaryImage start="0x00007FFBD5490000" end="0x00007FFBD5605000" path="msctf.dll"/>
<binaryImage start="0x00007FFBA2090000" end="0x00007FFBA21A9000" path="GoogleInputTools.ime"/>
<binaryImage start="0x00007FFBCC460000" end="0x00007FFBCC483000" path="winmm.dll"/>
<binaryImage start="0x00007FFBCB730000" end="0x00007FFBCB737000" path="msimg32.dll"/>
<binaryImage start="0x00007FFBCC430000" end="0x00007FFBCC45A000" path="WINMMBASE.dll"/>
<binaryImage start="0x00007FFBC2BF0000" end="0x00007FFBC2C19000" path="dbgcore.dll"/>
<binaryImage start="0x00007FFBD0AC0000" end="0x00007FFBD0C74000" path="propsys.dll"/>
<binaryImage start="0x0000000010000000" end="0x00000000100D8000" path="adobe\WFCore.dll"/>
<binaryImage start="0x0000000002460000" end="0x00000000024AB000" path="adobe\WFSQLite.dll"/>
<binaryImage start="0x00000000021D0000" end="0x00000000021E6000" path="adobe\WFWeb.dll"/>
<binaryImage start="0x00000000030F0000" end="0x00000000033DC000" path="adobe\WFOzClient.dll"/>
<binaryImage start="0x00000000024B0000" end="0x00000000024BB000" path="adobe\WFRtmfp.dll"/>
<binaryImage start="0x00000000025D0000" end="0x00000000025D6000" path="adobe\WFImaging.dll"/>
<binaryImage start="0x00000000025E0000" end="0x00000000025E7000" path="adobe\LightroomModels.dll"/>
<binaryImage start="0x00007FFB8D8B0000" end="0x00007FFB8DAB2000" path="adobe\IMSLib.dll"/>
<binaryImage start="0x00007FFBB35B0000" end="0x00007FFBB3620000" path="adobe\video_toolkit.dll"/>
<binaryImage start="0x0000000180000000" end="0x0000000180873000" path="adobe\Import.lrmodule"/>
<binaryImage start="0x00007FFBD2F10000" end="0x00007FFBD2F41000" path="ntmarta.dll"/>
<binaryImage start="0x00007FFBCD750000" end="0x00007FFBCD761000" path="wbemprox.dll"/>
<binaryImage start="0x00007FFBCD340000" end="0x00007FFBCD3C3000" path="wbemcomn.dll"/>
<binaryImage start="0x00007FFBD39B0000" end="0x00007FFBD39D5000" path="bcrypt.dll"/>
<binaryImage start="0x00007FFBCB4B0000" end="0x00007FFBCB4C4000" path="wbemsvc.dll"/>
<binaryImage start="0x00007FFBCB980000" end="0x00007FFBCBA72000" path="fastprox.dll"/>
<binaryImage start="0x00007FFB9FF40000" end="0x00007FFB9FFFE000" path="adobe\updaternotifications.dll"/>
<binaryImage start="0x00007FFBC8A70000" end="0x00007FFBC8A87000" path="netapi32.dll"/>
<binaryImage start="0x00007FFBD34F0000" end="0x00007FFBD34FE000" path="netutils.dll"/>
<binaryImage start="0x00007FFBCE550000" end="0x00007FFBCE567000" path="wkscli.dll"/>
<binaryImage start="0x00007FFBCF920000" end="0x00007FFBCF9DC000" path="taskschd.dll"/>
<binaryImage start="0x00007FFBC1AE0000" end="0x00007FFBC1C11000" path="Windows.StateRepositoryPS.dll"/>
<binaryImage start="0x00007FFBD0860000" end="0x00007FFBD087D000" path="cldapi.dll"/>
<binaryImage start="0x00007FFBD7A90000" end="0x00007FFBD7B03000" path="coml2.dll"/>
<binaryImage start="0x00007FFBB5DF0000" end="0x00007FFBB5E18000" path="mssprxy.dll"/>
<binaryImage start="0x00007FFBCA640000" end="0x00007FFBCA64D000" path="linkinfo.dll"/>
<binaryImage start="0x00007FFBCBEA0000" end="0x00007FFBCBF7A000" path="ntshrui.dll"/>
<binaryImage start="0x00007FFBC7340000" end="0x00007FFBC7366000" path="srvcli.dll"/>
<binaryImage start="0x00007FFBB7160000" end="0x00007FFBB7172000" path="cscapi.dll"/>
<binaryImage start="0x00007FFBC0BD0000" end="0x00007FFBC0BE4000" path="adobe\managed_catalog.dll"/>
<binaryImage start="0x00007FFBD5660000" end="0x00007FFBD5668000" path="nsi.dll"/>
<binaryImage start="0x00007FFBCCFB0000" end="0x00007FFBCCFC6000" path="dhcpcsvc6.DLL"/>
<binaryImage start="0x00007FFBCD080000" end="0x00007FFBCD09A000" path="dhcpcsvc.dll"/>
<binaryImage start="0x0000000019290000" end="0x000000001D5C3000" path="adobe\CameraRaw.dll"/>
<binaryImage start="0x00007FFBBC420000" end="0x00007FFBBC4C8000" path="mscms.dll"/>
<binaryImage start="0x00007FFBB3480000" end="0x00007FFBB35A0000" path="opengl32.dll"/>
<binaryImage start="0x00007FFB8BEB0000" end="0x00007FFB8C3DD000" path="adobe\libmmd.dll"/>
<binaryImage start="0x00007FFBAF6A0000" end="0x00007FFBAF6E5000" path="adobe\tbb.dll"/>
<binaryImage start="0x00007FFBAC3D0000" end="0x00007FFBAC414000" path="adobe\tbbmalloc.dll"/>
<binaryImage start="0x00007FFBA0E80000" end="0x00007FFBA0ED1000" path="CONCRT140.dll"/>
<binaryImage start="0x00007FFBBC3F0000" end="0x00007FFBBC41C000" path="glu32.dll"/>
<binaryImage start="0x00007FFB86FE0000" end="0x00007FFB884DE000" path="adobe\svml_dispmd.dll"/>
<binaryImage start="0x00007FFBD3D80000" end="0x00007FFBD3DA8000" path="userenv.dll"/>
<binaryImage start="0x00007FFBCFF60000" end="0x00007FFBCFF70000" path="ColorAdapterClient.dll"/>
<binaryImage start="0x00007FFBD3670000" end="0x00007FFBD36D6000" path="mswsock.dll"/>
</binaryImageSet>
<dumpType>
Mini
</dumpType>
</crash>
(Edited)
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 5814 Posts
  • 1269 Reply Likes
You might need to hold both keys longer. I just tested on Windows and Mac and the reset preferences dialog does appear. 
Photo of vijay.ghate

vijay.ghate

  • 22 Posts
  • 2 Reply Likes
Unfortunately it does not work. The properties dialog as above opens. Keeping alt+shift pressed, I clicked OK. Nothing happens. I kept alt+shift pressed for maybe 5 minutes. 
Photo of vijay.ghate

vijay.ghate

  • 22 Posts
  • 2 Reply Likes
Finally, I was able to get reset preferences dialog. I was starting Lightroom CC from the shortcut on desktop. Therefore it was opening properties dialog of the shortcut. When I started Lightroom cc from Startup Menu, the "Reset Preferences" dialog opened, I could rest preferences, but my problem is not solved even after that.
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 5814 Posts
  • 1269 Reply Likes
@Vigay.ghate have you attempted to uninstall and reinstall Lightroom CC?
Photo of vijay.ghate

vijay.ghate

  • 22 Posts
  • 2 Reply Likes
I did, yesterday and several times in past.
Photo of Rikk Flohr

Rikk Flohr, Official Rep

  • 5814 Posts
  • 1269 Reply Likes
Vijay, have you been through the steps in this doc: https://helpx.adobe.com/lightroom-cc/kb/crash-opening-presets-panel.html
Photo of vijay.ghate

vijay.ghate

  • 22 Posts
  • 2 Reply Likes
Curioser and Curioser! I looked at that document. 

\Users\[user]\AppData\Roaming\Adobe\Lightroom CC\ . The folder does not have "Develop Presets" folder. There are only two folders,
1. Preferences: Contains a file "Lightroom CC Preferences.agprefs". This file is 0 bytes. I tried opening this file in notepad, There is nothing in the file.
2. Tutorials: This folder is empty.