Lightroom Classic: Crashes on a new computer build

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  • Updated 4 weeks ago
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I have a new computer build using Windows 10, it, along with Creative Cloud and drivers are all up to date. The problem is that Lightroom Classic will crash at random times while being used or sitting idle. (Photoshop has crashed on me once) I have even reinstalled windows and the Creative Cloud desktop application with the same results? I have sent crash reports on most crashes, is there a way to have someone look at those and see if there is a clue as to what's going on?
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Kerry Shroy

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  • frustrated!

Posted 1 month ago

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Rikk Flohr, Official Rep

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Greetings Kerry, 

I took a look at your crash reports. I find one under 8.2.1, one under 8.3 and two under 8.3.1. All four reference the same faulting module AGKERNEL.DLL.  The crash mode looks to be system-specific and we do not have other reports of similar crashes in the crash logs. 

When you did your Windows reinstall, was this done from a freshly formatted drive?

Does your Lightroom Catalog exist on the reformatted drive or is it located on a different drive?
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Kerry Shroy

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It hasn't so far. I just logged onto my computer and Lightroom had crashed overnight, but Photoshop was still up and has been running since I reinstalled everything the other day. I had been switching between the two catalogs in Lightroom so I went ahead and rebooted after this last crash to see if it would clear whatever is causing this, assuming it still might be related to the old catalog. I'll leave it up all day and see what happens. If it still crashes, do you have any other suggestions? Do the last three crash reports show anything other than what the older ones show?
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Kerry Shroy

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Rebooting didn't help, Lightroom just crashed again.
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Kerry Shroy

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Used LR last night without a problem, but had crashed during the night. I noticed after the last couple of crashes I'm not able to relaunch LR from the Adobe Creative Cloud app and have to use the desktop LR shortcut to launch it?
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Rikk Flohr, Official Rep

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The engineering team should be contacting you by email. 
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Kerry Shroy

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Thanks Rikk, I responded to them a couple of days ago and waiting for a response back.
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Kerry Shroy

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Thanks for the reply.... I built the computer last week so the initial problem started right away from a fresh install of windows on a new drive, but when I reinstalled windows I did not reformat the drive. I have the catalog on a different drive that I'm going to use for the actual editing of pictures. It's not a new catalog, but the one from my old system that I copied to my new one. 
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Alan Haynes

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Lightroom Classic has been crashing my PC  randomly on my Windows 10 computer for weeks now. Sometimes, the computer simply stops responding. Other times, I get a blue screen of death.

Also, there have been several times where I've left Lightroom running overnight only to find the next morning that my PC restarted itself sometime during the night.

I've only noticed this behavior when Lightroom was running -- even if I wasn't using it at the time. I've used Microsoft Word all day on this computer -- with Lightroom closed -- and never had a problem.

How do I troubleshoot this further?
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Rikk Flohr, Official Rep

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Alan, I find no crash reports under the email address you use on this forum. Have you ever noticed an Adobe branded crash dialog? Have you noticed a Microsoft branded crash log? 

Blue-screen crashes are typically hardware related. As Lightroom taxes hardware more heavily than would Microsoft Word, I am guessing you have either an issue with hardware failing or a driver issue. Areas to check would be system memory (Ram) and your video card and its drivers.