Lightroom: Crashes since update (windows)

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  • Updated 1 year ago
  • (Edited)
Since updating LR 2 days ago, the program has crashed 3-4 times. Before this update, the program had never crashed.
I read about submitting a crash report but can't figure out how to do it on Windows 10.
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seagull

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Posted 1 year ago

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Rikk Flohr, Official Rep

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Please describe the crash. Do you get an error message? Does your system spontaneously restart? Are you doing the same type of operation when the 'crash' occurs?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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What is the faulting module if you look in the event viewer? I suspect it's a bad video driver causing the problem. Update the card's driver from the manufacturer's website or disable "Use Graphics Processor". Instructions here: https://helpx.adobe.com/lightroom/kb/lightroom-gpu-faq.html
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Eric Bartlett

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I have no idea what you mean by event viewer.I already have my Graphics Processor manually disabled and it still crashes. I'm assuming therefore it's not my Graphics Processor. 
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Per Strand

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After upgrading to latest version of Lightroom my Surface Pro 3 crashes with the message UNEXPECTED_KERNEL_MODE_TRAP. I'm running Windows 10 Creator's Edition.
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Simon Chen, Principal Computer Scientist

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On how to get a crash dump, check out https://support.microsoft.com/en-us/help/931673/how-to-create-a-user-mode-process-dump-file-in-windo... and create a dump file and make it available online like dropbox.
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Per Strand

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The problem is related to creators update and Lightroom CC. Rolled back to previous version of Windows 10 and the problem disappeared.   Current config below.

Lightroom version: CC 2015.10 [ 1111918 ]
License: Creative Cloud
Operating system: Windows 10
Version: 10.0
Application architecture: x64
System architecture: x64
Logical processor count: 4
Processor speed: 2,4 GHz
Built-in memory: 4001,0 MB
Real memory available to Lightroom: 4001,0 MB
Real memory used by Lightroom: 1128,9 MB (28,2%)
Virtual memory used by Lightroom: 1222,8 MB
GDI objects count: 642
USER objects count: 2152
Process handles count: 1389
Memory cache size: 636,2MB / 744,2MB (85,5%)
Maximum thread count used by Camera Raw: 4
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 496MB / 2000MB (24%)
System DPI setting: 144 DPI (high DPI mode)
Desktop composition enabled: Yes
Displays: 1) 2160x1440
Input types: Multitouch: Yes, Integrated touch: Yes, Integrated pen: Yes, External touch: No, External pen: No, Keyboard: No
Graphics Processor Info:
Intel(R) HD Graphics 4400
Check OpenGL support: Passed
Vendor: Intel
Version: 3.3.0 - Build 20.19.15.4568
Renderer: Intel(R) HD Graphics 4400
LanguageVersion: 3.30 - Build 20.19.15.4568

Application folder: C:\Program Files\Adobe\Adobe Lightroom
Library Path: D:\Lightroom\Fotokurs\Fotokurs.lrcat
Settings Folder: C:\Users\xx\AppData\Roaming\Adobe\Lightroom
Installed Plugins:
1) AdobeStock
2) Canon Tether Plugin
3) Facebook
4) Flickr
5) Leica Tether Plugin
6) Nikon Tether Plugin
7) Perfectly Clear Complete v3
Config.lua flags: None
Adapter #1: Vendor : 8086
 Device : a16
 Subsystem : 51414
 Revision : b
 Video Memory : 112
Adapter #2: Vendor : 1414
 Device : 8c
 Subsystem : 0
 Revision : 0
 Video Memory : 0
AudioDeviceIOBlockSize: 1024
AudioDeviceName: Høyttalere (Realtek High Definition Audio)
AudioDeviceNumberOfChannels: 2
AudioDeviceSampleRate: 48000
Build: LR5x8
Direct2DEnabled: false
GL_ACCUM_ALPHA_BITS: 16
GL_ACCUM_BLUE_BITS: 16
GL_ACCUM_GREEN_BITS: 16
GL_ACCUM_RED_BITS: 16
GL_ALPHA_BITS: 8
GL_BLUE_BITS: 8
GL_DEPTH_BITS: 24
GL_GREEN_BITS: 8
GL_MAX_3D_TEXTURE_SIZE: 2048
GL_MAX_TEXTURE_SIZE: 16384
GL_MAX_TEXTURE_UNITS: 8
GL_MAX_VIEWPORT_DIMS: 16384,16384
GL_RED_BITS: 8
GL_RENDERER: Intel(R) HD Graphics 4400
GL_SHADING_LANGUAGE_VERSION: 4.30 - Build 20.19.15.4568
GL_STENCIL_BITS: 8
GL_VENDOR: Intel
GL_VERSION: 4.3.0 - Build 20.19.15.4568
GPUDeviceEnabled: false
OGLEnabled: true
GL_EXTENSIONS: GL_EXT_blend_minmax GL_EXT_blend_subtract GL_EXT_blend_color GL_EXT_abgr GL_EXT_texture3D GL_EXT_clip_volume_hint GL_EXT_compiled_vertex_array GL_SGIS_texture_edge_clamp GL_SGIS_generate_mipmap GL_EXT_draw_range_elements GL_SGIS_texture_lod GL_EXT_rescale_normal GL_EXT_packed_pixels GL_EXT_texture_edge_clamp GL_EXT_separate_specular_color GL_ARB_multitexture GL_ARB_map_buffer_alignment GL_ARB_conservative_depth GL_EXT_texture_env_combine GL_EXT_bgra GL_EXT_blend_func_separate GL_EXT_secondary_color GL_EXT_fog_coord GL_EXT_texture_env_add GL_ARB_texture_cube_map GL_ARB_transpose_matrix GL_ARB_internalformat_query GL_ARB_internalformat_query2 GL_ARB_texture_env_add GL_IBM_texture_mirrored_repeat GL_ARB_texture_mirrored_repeat GL_EXT_multi_draw_arrays GL_SUN_multi_draw_arrays GL_NV_blend_square GL_ARB_texture_compression GL_3DFX_texture_compression_FXT1 GL_EXT_texture_filter_anisotropic GL_ARB_texture_border_clamp GL_ARB_point_parameters GL_ARB_texture_env_combine GL_ARB_texture_env_dot3 GL_ARB_texture_env_crossbar GL_EXT_texture_compression_s3tc GL_ARB_shadow GL_ARB_window_pos GL_EXT_shadow_funcs GL_EXT_stencil_wrap GL_ARB_vertex_program GL_EXT_texture_rectangle GL_ARB_fragment_program GL_EXT_stencil_two_side GL_ATI_separate_stencil GL_ARB_vertex_buffer_object GL_EXT_texture_lod_bias GL_ARB_occlusion_query GL_ARB_fragment_shader GL_ARB_shader_objects GL_ARB_shading_language_100 GL_ARB_texture_non_power_of_two GL_ARB_vertex_shader GL_NV_texgen_reflection GL_ARB_point_sprite GL_ARB_fragment_program_shadow GL_EXT_blend_equation_separate GL_ARB_depth_texture GL_ARB_texture_rectangle GL_ARB_draw_buffers GL_ARB_color_buffer_float GL_ARB_half_float_pixel GL_ARB_texture_float GL_ARB_pixel_buffer_object GL_ARB_texture_barrier GL_EXT_framebuffer_object GL_ARB_draw_instanced GL_ARB_half_float_vertex GL_ARB_occlusion_query2 GL_EXT_draw_buffers2 GL_WIN_swap_hint GL_EXT_texture_sRGB GL_ARB_multisample GL_EXT_packed_float GL_EXT_texture_shared_exponent GL_ARB_texture_rg GL_ARB_texture_compression_rgtc GL_NV_conditional_render GL_ARB_texture_swizzle GL_EXT_texture_swizzle GL_ARB_texture_gather GL_ARB_sync GL_ARB_cl_event GL_ARB_framebuffer_sRGB GL_EXT_packed_depth_stencil GL_ARB_depth_buffer_float GL_EXT_transform_feedback GL_ARB_transform_feedback2 GL_ARB_draw_indirect GL_EXT_framebuffer_blit GL_EXT_framebuffer_multisample GL_ARB_framebuffer_object GL_ARB_framebuffer_no_attachments GL_EXT_texture_array GL_EXT_texture_integer GL_ARB_map_buffer_range GL_ARB_texture_buffer_range GL_EXT_texture_snorm GL_ARB_blend_func_extended GL_INTEL_performance_query GL_ARB_copy_buffer GL_ARB_sampler_objects GL_NV_primitive_restart GL_ARB_seamless_cube_map GL_ARB_seamless_cubemap_per_texture GL_ARB_uniform_buffer_object GL_ARB_depth_clamp GL_ARB_vertex_array_bgra GL_ARB_shader_bit_encoding GL_ARB_draw_buffers_blend GL_ARB_geometry_shader4 GL_EXT_geometry_shader4 GL_ARB_texture_query_lod GL_ARB_explicit_attrib_location GL_ARB_draw_elements_base_vertex GL_EXT_shader_integer_mix GL_ARB_instanced_arrays GL_ARB_base_instance GL_ARB_fragment_coord_conventions GL_EXT_gpu_program_parameters GL_ARB_texture_buffer_object_rgb32 GL_ARB_compatibility GL_ARB_texture_rgb10_a2ui GL_ARB_texture_multisample GL_ARB_vertex_type_2_10_10_10_rev GL_ARB_vertex_type_10f_11f_11f_rev GL_ARB_timer_query GL_EXT_timer_query GL_ARB_tessellation_shader GL_ARB_vertex_array_object GL_ARB_provoking_vertex GL_ARB_sample_shading GL_ARB_texture_cube_map_array GL_EXT_gpu_shader4 GL_ARB_gpu_shader5 GL_ARB_gpu_shader_fp64 GL_INTEL_fragment_shader_ordering GL_ARB_fragment_shader_interlock GL_ARB_clip_control GL_ARB_shader_subroutine GL_ARB_transform_feedback3 GL_ARB_get_program_binary GL_ARB_separate_shader_objects GL_ARB_shader_precision GL_ARB_vertex_attrib_64bit GL_ARB_viewport_array GL_ARB_transform_feedback_instanced GL_ARB_compressed_texture_pixel_storage GL_ARB_shader_atomic_counters GL_ARB_shading_language_packing GL_ARB_shader_image_load_store GL_ARB_shading_language_420pack GL_ARB_texture_storage GL_EXT_texture_storage GL_ARB_compute_shader GL_ARB_vertex_attrib_binding GL_ARB_texture_view GL_ARB_fragment_layer_viewport GL_ARB_multi_draw_indirect GL_ARB_program_interface_query GL_ARB_shader_image_size GL_ARB_shader_storage_buffer_object GL_ARB_texture_storage_multisample GL_ARB_buffer_storage GL_AMD_vertex_shader_layer GL_AMD_vertex_shader_viewport_index GL_ARB_query_buffer_object GL_EXT_polygon_offset_clamp GL_ARB_clear_texture GL_ARB_texture_mirror_clamp_to_edge GL_ARB_debug_output GL_ARB_enhanced_layouts GL_KHR_debug GL_ARB_arrays_of_arrays GL_ARB_texture_query_levels GL_ARB_invalidate_subdata GL_ARB_clear_buffer_object GL_INTEL_map_texture GL_ARB_texture_compression_bptc GL_ARB_ES2_compatibility GL_ARB_ES3_compatibility GL_ARB_robustness GL_ARB_robust_buffer_access_behavior GL_EXT_texture_sRGB_decode GL_ARB_copy_image GL_KHR_blend_equation_advanced GL_EXT_direct_state_access GL_ARB_stencil_texturing GL_ARB_texture_stencil8 GL_ARB_explicit_uniform_location GL_ARB_multi_bind GL_ARB_indirect_parameters
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Jerry Syder

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Seagull, I was getting a crash too. I think it was not long after updating to Windows 10 Creator's Edition. Well at least that's when I noticed it. Photoshop also wasn't playing ball as it was giving me that error message about my graphics card and the sniffer.exe file had blocked my compatible graphics card for some reason. I don't know what caused all of this or which is linked to what, or even if it's the same issue you're having but what I did was uninstalled my graphics card, Lightroom and Photoshop and reinstalled everything and it's back to normal now. Sorry Rikk, not intervening but it just sounds familiar. As a side note, I recovered all my preferences from my backup file and it works fine so it wasn't a "preference settings" issue in my case.
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Rikk Flohr, Official Rep

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Assuming a corruption didn't exist in your previous Preferences file...

I always recommending testing with a fresh Preference file just to cover that case.
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Jerry Syder

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I totally agree and that's what I did as I did not "keep preferences" when uninstalling. So it was just a try to see if the old preference file would make the issue return but again, in my case, it did not but agreed that the first port-of-call is to go with a fresh preference file first.
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Eric Bartlett

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I use a new Late 2015 iMac 27 inch 5k. 4 ghz i7 32gb Ram Sierra 10.12.3 and with the latest Lightroom update and the version before it's a nightmare. Lightroom keeps crashing and more often than not it causes my computer to restart. I had Apple customer care take control of my computer for testing and they couldn't find any system problems. It only happens when Lightroom is open and I could be doing anything in Lightroom. It's not confined to a singe feature. Thankfully, the latest update fixed the disappearing panels or at least I think so. It's strange because when I first updated to LR 2 days ago everything worked fine and I worked in LR editing for almost a full day. But, today it came back with a vengeance. 3 or 4 crashes so far. This is so frustrating!!! No idea what to do next. 
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Eric, have you submitted the mac crash reports with your email address? https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html
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Eric Bartlett

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Yes, I did! Thanks.
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Eric Bartlett

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OK I will . I installed all OWC RAM 32 GB after I bought the computer. Not sure how to check for a problem but I will try and figure something out. Yiu could be right as it sometimes "hanges" before crashing.
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Eric Bartlett

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Ran an Apple diagonistic test and no harware problems. Turned of f graphics processor in LR and did a OS X sierra recovery. Issue persists. I'm pretty convinced this is a LR issue as my IMacseems to be all OK. LR sometimes just crashes and doesn't cause a restart. Other times it does. When it causes a restart on my iMac I get a symbol like 0 with dash through it. I guess this means computer could not find hard rive to restart on own ? When I press any keyboard letter it boots up. I'm perplexed and pissed off, lol!
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Simon Chen, Principal Computer Scientist

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If Lr causes a system restart. It is a clear indication that you have some hardware (or driver) issue on your hand. We've seen this kind of reports in the past and in the end, it is indeed have something to do with the hardware faults (RAM in that particular case).
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Eric Bartlett

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OK I'll try and figure out how to test the RAM other than using Apple Disgnostic test. That test didn't reveal any issue. I assume it checks the RAM. Any suggestion on software available to test RAM?
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Eric Bartlett

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Interesting is the fact since I did a recovery of the Sierra operating system yesterday I did not have any crashes in LR today and I edited most of the day. Both Sierra and LR are up to date. Tomorrow could be a different story. I appreciate the directional help Simon Chen. Thank you!
(Edited)
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Fabio Resende

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I have the same problem. All other software, including Photoshop CC and Premiere works flawlessly, only Lightroom keeps crashing since the last update. I updated my GPU drivers to last version, and my sistem is running without any error. 

Windows 10 - Intel Core i7 - 8GB - AMD HD 7900 Series
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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It may help if we could see your Lightroom System Info. Launch Lightroom, and select Help > System Info... and copy/paste the text in a reply. That way we can see the exact card/driver specifics.