Lightroom Classic: Crashes on a new computer build

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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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Rikk, wasn't sure you saw my post. What would you recommend as a solution for the AGKERNEL.DLL issue? I could reformat the drive and reinstall windows if that's the best solution.
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Rikk Flohr, Official Rep

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Kerry,

Given that I can find no related crash reports and that your catalog works correctly on your old computer but not your new computer that tends to point at a system-specific issue. 

First I would ask if Lightroom crashes with a blank test catalog? If you import one image in and attempt to edit does it crash?

Whether or not you want to install Windows again is up to you. I do not know what type of time setback that would be for you. 

My personal experience with in-place Windows 10 repair installs is limited but typically, I do not do this.

How I normally do an Win 10 reinstall.
  • Format Drive
  • Install Windows 10
  • Install all Microsoft Updates
  • Install Video Driver (Latest version from manufacturer's website - don't trust Windows Update for this)
  • Install latest mouse/tablet drivers from manufacturer's website. 
  • Restart System
  • Install Creative Cloud App
  • Install Lightroom
  • Restart System
  • Launch Lightroom with a blank catalog
If no crash then proceed with your existing catalog on the external hard drive.  If that crashes then the catalog is likely suspect. 
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Kerry Shroy

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I did have Photoshop crash on me last night, I sent the crash report. Is it possible to look at that and see if it's the same issue? Since Photoshop isn't linked to the catalog and if the crash issue is the same, would that rule out the possibility that it's the catalog?  I left both Lightroom and Photoshop running overnight and there was a crash report this morning for Lightroom. I can follow the procedure you outline above and see if it helps, but if you can look at the Photoshop crash report I'd appreciate it.
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Rikk Flohr, Official Rep

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I don't see a Lightroom Crash from yesterday it may be showing up later. I did find your Photoshop crash. It is not the same as the Lightroom previous crashes. Which, doesn't pinpoint whether they are related or not. No other users were reporting the same crash on Photoshop 20.0.4. 
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Kerry Shroy

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I'll try the reinstall of Windows as you've suggested above and let you know if it solves the problem(s).
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Kerry Shroy

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Rikk, Just a followup to close the loop. I did as you suggested and so far, over a 24 hour period, there hasn't been a crash of either Lightroom or Photoshop. That hadn't been my experience before dong the "drive format/windows 10" reinstall, so hopefully whatever was causing the problem is fixed. I still need to try my old catalog, but if it is the problem then at least I know my basic computer setup isn't. If the catalog is the problem then I'll let you know otherwise we'll consider it fixed. Thanks for the help, I appreciate it.
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Kerry Shroy

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Well Lightroom crashed so perhaps the problem is with the catalog file? I sent the crash report if you are able to look at it and see if it's the same as the other crashes before I reinstalled Windows. Assuming it's the catalog file that I copied from my old computer, is there any way to repair it or is it just best to re-import photos into a new catalog. Unless there's an easy fix it just might be fastest solution even though it will take some time to accomplish. 
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Kerry Shroy

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Just tried to import some of my photos into the new catalog that was created when I installed Lightroom after reinstalling Windows. Lightroom crashed almost immediately? That new catalog is on my "C" drive. So now if it isn't the catalog and windows and Lightroom have been reinstalled on a freshly formatted hard drive, where do I go from here? I relaunched Lightroom and successfully imported the pictures, so again there isn't consistency on what make it crash? 
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Rikk Flohr, Official Rep

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You don't mention, but is Photoshop still crashing as well?
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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.