LightRoom 6.4, Mac OS X 10.11.3 Hangs/freezes immediately after starting

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  • Problem
  • Updated 2 years ago
  • (Edited)
Since December I've been waiting for Adobe to fix LR due to crashes when attempting to import video from any source, a folder or an SD card. New videos or previously imported videos from 2011.

Now with this version of LR, It crashes immediately upon starting.

I'm not a CC customer. I'm already irritated that I even have to go back and forth with you guys on this. It's worked fine for years until now.
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Doug Folkerts

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  • frustrated and angry

Posted 2 years ago

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Simon Chen, Principal Computer Scientist

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Have you submitted the crash logs?
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Doug Folkerts

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How do I do that?
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Chris Cox

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Does it hang/freeze or crash? Those are two very different behaviors.
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Doug Folkerts

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Okay, I guess it freezes.

Beach ball spins and force quitting is my way out.
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Doug Folkerts

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All the permissions on those folders had my user set to read & write.

I tried LR from a different user account and while I wasn't able to open my catalogs, I could import pictures and videos into a new one.

incidentally the non responsive period is two minutes.  I disabled all my plug-ins, and restarted LR, didn't help.
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Simon Chen, Principal Computer Scientist

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Looked at your sample. Could you try to trash the content in /Users/<your login account>/Library/Caches/Adobe/Lightroom/Video/ before you restart Lr? Does it help?
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Doug Folkerts

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On my machine
/Users/<your login account>/Library/Caches/Adobe/Lightroom/
does not contain a video folder.  It has a "Sync Data" folder and two files:

oz-user-d96175dd6591c1e7ec081bfa1c1879b3
and
oz-user-d96175dd6591c1e7ec081bfa1c1879b3.wfindex
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Simon Chen, Principal Computer Scientist

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Really, it should. Can you make sure that you have read+write access to /Users/<your login account>/Library/Caches/Adobe/ and ALL its enclosed items, by following https://support.apple.com/kb/PH21997?locale=en_US&viewlocale=en_US
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andeslo

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I got the same problem. So how to roll back to 6.3 if I am with subscription? This make me cannot work!
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Jurgen Scriba

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I'm using OS-X 10.9.5. and tried updating Lightroom from 6.3 to 6.4 using the in-app update function. After the update, Lightroom went into the same spinning-ball-hang with the LR-app using 100% CPU and shown as "not responding" in the activity monitor.
I uninstalled LR using the Adobe uninstaller (also had the preferences removed).
Repaired disc permissions.
Re-installed LR from the original purchased image and then ran the 6.4. patch update.
After launch, LR would go into the spinning ball mode again - right after the dialog window appeared informing me about the usage date being submitted to Adobe. I couldn't even click ok in that window.
I uninstalled again.
Re-installed original version and ran the 6.3. updater.
Now LR 6.3. runs fine again.
I might mention that I wanted to update because importing videos hangs up my LR, and the release notes of 6.4. said that this update would address such "issues".
Bottom line: 6.4 doesn't seem to work on my machine.
I'm staying with 6.3. and handle my video elsewhere.
I'm not really amused.
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Simon Chen, Principal Computer Scientist

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Hi Jurgen,

Have you checked that you have the full "read+write" permission to the following folders and their respective enclosed subfolders :

/Users/<your login account>/Library/Preferences/Adobe/
/Users/<your login account>/Library/Application Support/Adobe/
/Users/<your login account>/Library/Caches/Adobe/

See https://support.apple.com/kb/PH21997?locale=en_US&viewlocale=en_US on how to do that.
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Jurgen Scriba

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Yes.
All is read/write for me.
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Simon Chen, Principal Computer Scientist

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and all their respective enclosed items?
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Jurgen Scriba

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Yes, I've spot-checked a couple of the files in there and all have r/w attributes.
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Simon Chen, Principal Computer Scientist

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The folders and their subfolders needs to be fully read/writable. See https://helpx.adobe.com/lightroom/kb/lightroom-cc-2015-4-lightroom-6-4-crashes-on-launch.html.
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Doug Folkerts

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Meanwhile . . .

I completed this step days ago.   I'm still no better off than when I started this thread.
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Doug Folkerts

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Dear Adobe,

I'm still sporting a LR that hangs for 2 minutes each time I start it. It also does not import videos anymore. Basically my problems persist.  Do you have any more help for me?
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Simon Chen, Principal Computer Scientist

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Hi Doug,

I think you still have a file permission issues as described by the KB doc above (https://helpx.adobe.com/lightroom/kb/lightroom-cc-2015-4-lightroom-6-4-crashes-on-launch.html). Maybe you're not doing it correctly.

Now try a different way of doing the same task:

1. Goto the Spotlight Search, type in Terminal, run that.
2. Now in the terminal window, type in exactly the following sequence of commands

$ chmod -R +w ~/Library/Preferences
$ chmod -R +w ~/Library/Application\ Support/Adobe
$ chmod -R +w ~/Library/Caches/Adobe
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Doug Folkerts

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If I do that command from the $ it doesn't work. When I do it from chmod the command is accepted.

But it still hangs for two minutes shortly after starting and it will not import video without an error message.

:(
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andeslo

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For the two minutes hang problem:

You may need to restart your computer and turns off the creative Cloud before you do the chmod otherwise some of the files could not be changed.

Beside, I think it not only need to add +w on the owner permission, it also need to add +w on the group permission. This is what I do:

chmod -R 775 ~/library........ For all 3 folders.

It works for me now. Hope this help.
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Simon Chen, Principal Computer Scientist

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Correct '$' is Terminal app's command prompt.

What does the video import error message say?
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Simon Chen, Principal Computer Scientist

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@andeslo Thanks. 

Doug, do the following at the Terminal prompt $:

$ chmod -R 775 ~/Library/Preferences
$ chmod -R 775 ~/Library/Application\ Support/Adobe
$ chmod -R 775 ~/Library/Caches/Adobe
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Doug Folkerts

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The video import error message is a window entitled "Import Results"
there's a listing that states "There was a problem with the video file" and then it names the file.

I will go ahead to your next suggestion. 

I'm not a Cloud customer if that matters.
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Doug Folkerts

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Since I'm not a Cloud user, how do I turn it off?

I tried the new commands. /Preferences and /Support/Adobe

returned a boatload of "unable to change file mod on" . . .  responses
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Simon Chen, Principal Computer Scientist

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Doug, we are getting somewhere. It meant you definitely has some file permission issues. 

Do this at the command prompt:

$ ls -l ~/Library/Preferences

Can you copy and paste a few lines from the output here?
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Doug Folkerts

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dfs-MacBook:~ kdf$ ls -l ~/Library/Preferences

total 29416

-rwxrwxr-x    1 kdf  502                 82 Feb 21  2006 (null).plist

-rwxrwxr-x@   1 kdf  502               2664 Nov 15  2010 2677192543901.dat

-rwxrwxr-x    1 kdf  staff             4132 Feb  4 16:46 2BUA8C4S2C.com.agilebits.onepassword4-helper.plist

-rwxrwxr-x@   1 kdf  502               2643 Nov 13  2010 4677192543901.3010

-rwxrwxr-x    1 kdf  502                256 Jan 16  2010 ABFSS Registration

-rwxrwxr-x@   1 kdf  502              14734 Aug 23  2010 ACE2Cache

drwxrwxr-x    8 kdf  502                272 Mar 30  2008 Acrobat

-rwxrwxr-x    1 kdf  502               3236 Jun 11  2006 Acrobat Reader 5 Prefs.plist

-rwxrwxr-x@   1 kdf  502                 93 Dec 16  2005 Acrobat WebCapture Cookies

-rwxrwxr-x    1 kdf  502                852 Nov 27  2005 AddressBookMe.plist

drwxrwxr-x   32 kdf  502               1088 Jan 28 20:35 Adobe

-rwxrwxr-x@   1 kdf  502              64637 Aug 23  2010 Adobe After Effects 6.0 Prefs

-rwxrwxr-x@   1 kdf  502              21290 Nov 28  2005 Adobe After Effects 6.0 Shortcuts (E).txt

-rwxrwxr-x    1 kdf  502              48192 Apr  4  2007 Adobe Camera Raw 2.0 Prefs

-rwxrwxr-x    1 kdf  502               1628 Nov 11  2006 Adobe Camera Raw 3.0 Prefs

-rwxrwxr-x    1 kdf  502                636 Apr 13  2008 Adobe Camera Raw 4.0 Prefs

-rwxrwxr-x    1 kdf  502                784 Apr 18  2010 Adobe Camera Raw 5.0 Prefs

-rwxrwxr-x    1 kdf  502                920 Nov 29  2011 Adobe Camera Raw 6.0 Prefs

-rwxrwxr-x    1 kdf  502               1168 Aug  2  2013 Adobe Camera Raw 7.0 Prefs

-rwxrwxr-x    1 kdf  502               1408 Jan  6  2014 Adobe Camera Raw 8.0 Prefs

-rwxrwxr-x    1 kdf  502               1808 Dec 31 22:40 Adobe Camera Raw 9.0 Prefs

-rwxrwxr-x    1 kdf  502            2130080 Mar 25  2007 Adobe Camera Raw Database

-rwxrwxr-x    1 kdf  502                322 Apr 11  2010 Adobe DNG Converter 4.1 Prefs

-rwxrwxr-x    1 kdf  502                330 Apr 11  2010 Adobe DNG Converter 5.0 Prefs

-rwxrwxr-x    1 kdf  502                132 Jul 23  2015 Adobe GIF Format CS6 Prefs

drwxrwxr-x    9 kdf  502                306 Apr 12  2007 Adobe ImageReady CS Settings

drwxrwxr-x    9 kdf  502                306 Oct 22  2008 Adobe ImageReady CS2 Settings

drwxrwxr-x    3 kdf  502                102 Aug 22  2009 Adobe InDesign

drwxrwxr-x    3 kdf  502                102 Jun 20  2010 Adobe Mini Bridge CS5

-rwxrwxr-x    1 kdf  502                132 Sep 11  2013 Adobe PNG Format CS6 Prefs

-rwxrwxr-x@   1 kdf  502                140 Sep  9  2007 Adobe Photoshop 8.0 Paths

drwxrwxr-x   13 kdf  502                442 Sep  9  2007 Adobe Photoshop CS Settings

-rwxrwxr-x@   1 kdf  502                140 Feb 21  2009 Adobe Photoshop CS2 Paths

drwxrwxr-x   13 kdf  502                442 Feb 21  2009 Adobe Photoshop CS2 Settings

-rwxrwxr-x@   1 kdf  502                219 Jul 15  2010 Adobe Photoshop CS4 Paths

drwxrwxr-x   19 kdf  502                646 Jul 15  2010 Adobe Photoshop CS4 Settings

-rwxrwxr-x@   1 kdf  502                 79 May  9  2013 Adobe Photoshop CS5 Paths

-rwxrwxr-x@   1 kdf  502                 79 Dec 31 22:40 Adobe Photoshop CS6 Paths

drwxrwxr-x   19 kdf  502                646 Dec 31 22:40 Adobe Photoshop CS6 Settings

-rwxrwxr-x@   1 kdf  502               1764 Aug 15  2008 Adobe Save For Web 10.0 Prefs

-rwxrwxr-x@   1 kdf  502               1815 Apr 26  2007 Adobe Save For Web 8.0 Prefs

-rwxrwxr-x@   1 kdf  502               1809 Feb 21  2009 Adobe Save For Web 9.0 Prefs

-rwxrwxr-x@   1 kdf  502               1456 Jun 18  2010 Adobe Save for Web 11.0 Prefs

-rwxrwxr-x@   1 kdf  502               1456 Mar 21  2011 Adobe Save for Web 12.0 Prefs

-rwxrwxr-x@   1 kdf  502               1456 Jul 25  2015 Adobe Save for Web 13.0 Prefs

drwxrwxr-x    4 kdf  502                136 May 13  2014 AdobeLensProfileDownloader

drwxrwxr-x    5 kdf  502                170 Jun  9  2008 AdobeUM

drwxrwxr-x    3 kdf  502                102 Aug  2  2007 Ambient Design

drwxrwxr-x    3 kdf  502                102 Dec  9  2014 Apparent

drwxrwxr-x    4 kdf  502                136 Nov 12  2011 Authorization Preferences

drwxrwxr-x    7 kdf  502                238 Mar 10  2006 BBEdit Lite Preferences

drwxrwxr-x    2 kdf  502                 68 Nov 13  2010 Backup Tickets

-rwxrwxr-x@   1 kdf  502                  0 Nov 13  2011 Battle.net Preferences

drwxrwxr-x  193 kdf  502               6562 Feb  5 15:03 ByHost

-rwxrwxr-x@   1 kdf  502             107344 Feb  3 07:47 CD Info.cidb

-rwxrwxr-x@   1 kdf  502                  0 Sep 28  2010 CDDB Preferences

-rwxrwxr-x    1 kdf  502                248 Apr 24  2008 CaminIcon.plist

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Simon Chen, Principal Computer Scientist

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what about the output from

$ groups
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Doug Folkerts

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Kdfs-MacBook:~ kdf$ groups

staff com.apple.sharepoint.group.2 everyone localaccounts admin _lpadmin com.apple.sharepoint.group.1 _appstore _lpoperator _developer com.apple.access_ftp com.apple.access_screensharing

Kdfs-MacBook:~ kdf$ 

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Simon Chen, Principal Computer Scientist

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Ok, it looks like the group is messed up. The group '502' is no where to be seen in your current group membership. Do

$ chown -R :staff ~/Library/Preferences
$ chown -R :staff ~/Library/Application\ Support/Adobe
$ chown -R :staff ~/Library/Caches/Adobe

and check out the output from

$ ls -l ~/Library/Preferences

again. Then try to change the permission again.

$ chmod -R +w ~/Library/Preferences
$ chmod -R +w ~/Library/Application\ Support/Adobe
$ chmod -R +w ~/Library/Caches/Adobe  
(Edited)
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Doug Folkerts

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The first command got a bunch of "operation not permitted"

Second command received 3 lines of "operation not permitted"

Third command seemed to do nothing. no response.

ls  output:


Kdfs-MacBook:~ kdf$ 

Kdfs-MacBook:~ kdf$ chown -R :staff ~/Library/Caches/Adobe

Kdfs-MacBook:~ kdf$ ls -l ~/Library/Preferences

total 29416

-rwxrwxr-x    1 kdf  staff       82 Feb 21  2006 (null).plist

-rwxrwxr-x@   1 kdf  staff     2664 Nov 15  2010 2677192543901.dat

-rwxrwxr-x    1 kdf  staff     4132 Feb  4 16:46 2BUA8C4S2C.com.agilebits.onepassword4-helper.plist

-rwxrwxr-x@   1 kdf  staff     2643 Nov 13  2010 4677192543901.3010

-rwxrwxr-x    1 kdf  staff      256 Jan 16  2010 ABFSS Registration

-rwxrwxr-x@   1 kdf  staff    14734 Aug 23  2010 ACE2Cache

drwxrwxr-x    8 kdf  staff      272 Mar 30  2008 Acrobat

-rwxrwxr-x    1 kdf  staff     3236 Jun 11  2006 Acrobat Reader 5 Prefs.plist

-rwxrwxr-x@   1 kdf  staff       93 Dec 16  2005 Acrobat WebCapture Cookies

-rwxrwxr-x    1 kdf  staff      852 Nov 27  2005 AddressBookMe.plist

drwxrwxr-x   32 kdf  staff     1088 Jan 28 20:35 Adobe

-rwxrwxr-x@   1 kdf  staff    64637 Aug 23  2010 Adobe After Effects 6.0 Prefs

-rwxrwxr-x@   1 kdf  staff    21290 Nov 28  2005 Adobe After Effects 6.0 Shortcuts (E).txt

-rwxrwxr-x    1 kdf  staff    48192 Apr  4  2007 Adobe Camera Raw 2.0 Prefs

-rwxrwxr-x    1 kdf  staff     1628 Nov 11  2006 Adobe Camera Raw 3.0 Prefs

-rwxrwxr-x    1 kdf  staff      636 Apr 13  2008 Adobe Camera Raw 4.0 Prefs

-rwxrwxr-x    1 kdf  staff      784 Apr 18  2010 Adobe Camera Raw 5.0 Prefs

-rwxrwxr-x    1 kdf  staff      920 Nov 29  2011 Adobe Camera Raw 6.0 Prefs

-rwxrwxr-x    1 kdf  staff     1168 Aug  2  2013 Adobe Camera Raw 7.0 Prefs

-rwxrwxr-x    1 kdf  staff     1408 Jan  6  2014 Adobe Camera Raw 8.0 Prefs

-rwxrwxr-x    1 kdf  staff     1808 Dec 31 22:40 Adobe Camera Raw 9.0 Prefs

-rwxrwxr-x    1 kdf  staff  2130080 Mar 25  2007 Adobe Camera Raw Database

-rwxrwxr-x    1 kdf  staff      322 Apr 11  2010 Adobe DNG Converter 4.1 Prefs

-rwxrwxr-x    1 kdf  staff      330 Apr 11  2010 Adobe DNG Converter 5.0 Prefs

-rwxrwxr-x    1 kdf  staff      132 Jul 23  2015 Adobe GIF Format CS6 Prefs

drwxrwxr-x    9 kdf  staff      306 Apr 12  2007 Adobe ImageReady CS Settings

drwxrwxr-x    9 kdf  staff      306 Oct 22  2008 Adobe ImageReady CS2 Settings

drwxrwxr-x    3 kdf  staff      102 Aug 22  2009 Adobe InDesign

drwxrwxr-x    3 kdf  staff      102 Jun 20  2010 Adobe Mini Bridge CS5

-rwxrwxr-x    1 kdf  staff      132 Sep 11  2013 Adobe PNG Format CS6 Prefs

-rwxrwxr-x@   1 kdf  staff      140 Sep  9  2007 Adobe Photoshop 8.0 Paths

drwxrwxr-x   13 kdf  staff      442 Sep  9  2007 Adobe Photoshop CS Settings

-rwxrwxr-x@   1 kdf  staff      140 Feb 21  2009 Adobe Photoshop CS2 Paths

drwxrwxr-x   13 kdf  staff      442 Feb 21  2009 Adobe Photoshop CS2 Settings

-rwxrwxr-x@   1 kdf  staff      219 Jul 15  2010 Adobe Photoshop CS4 Paths

drwxrwxr-x   19 kdf  staff      646 Jul 15  2010 Adobe Photoshop CS4 Settings

-rwxrwxr-x@   1 kdf  staff       79 May  9  2013 Adobe Photoshop CS5 Paths

-rwxrwxr-x@   1 kdf  staff       79 Dec 31 22:40 Adobe Photoshop CS6 Paths

drwxrwxr-x   19 kdf  staff      646 Dec 31 22:40 Adobe Photoshop CS6 Settings

-rwxrwxr-x@   1 kdf  staff     1764 Aug 15  2008 Adobe Save For Web 10.0 Prefs

-rwxrwxr-x@   1 kdf  staff     1815 Apr 26  2007 Adobe Save For Web 8.0 Prefs

-rwxrwxr-x@   1 kdf  staff     1809 Feb 21  2009 Adobe Save For Web 9.0 Prefs

-rwxrwxr-x@   1 kdf  staff     1456 Jun 18  2010 Adobe Save for Web 11.0 Prefs

-rwxrwxr-x@   1 kdf  staff     1456 Mar 21  2011 Adobe Save for Web 12.0 Prefs

-rwxrwxr-x@   1 kdf  staff     1456 Jul 25  2015 Adobe Save for Web 13.0 Prefs

drwxrwxr-x    4 kdf  staff      136 May 13  2014 AdobeLensProfileDownloader

drwxrwxr-x    5 kdf  staff      170 Jun  9  2008 AdobeUM

drwxrwxr-x    3 kdf  staff      102 Aug  2  2007 Ambient Design

drwxrwxr-x    3 kdf  staff      102 Dec  9  2014 Apparent

drwxrwxr-x    4 kdf  staff      136 Nov 12  2011 Authorization Preferences

drwxrwxr-x    7 kdf  staff      238 Mar 10  2006 BBEdit Lite Preferences

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Simon Chen, Principal Computer Scientist

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At least the owner and the group of the listed files show the expected info now. Does Lr launch correctly now?

You mentioned

The first command got a bunch of "operation not permitted"

Second command received 3 lines of "operation not permitted"

What exactly are the command output?