Lightroom 6 crashes when upgrading the catalog

[martinf67627051]

Help..I am having trouble downloading Lightroom 6 on a PC..I already have 5. It appears to download but errors at the end when it tries to merge the catelog. I have re-booted and tried  the download a couple times. I have a screen shot of the error??

[kglad]

if the error message is in english, post that screenshot.

otherwise, quote the text in the error message.

[martinf67627051]

[kglad]

reset your preferences - https://helpx.adobe.com/lightroom/help/setting-preferences-lightroom.html

[martinf67627051]

Thank you for helping..Reset preferences in Lightroom 5?  To default? I can't open Lightroom 6..

[kglad]

reset the preferences of the crashing program.

[martinf67627051]

Thank you. Do you have a fee that you could remote in and do these steps? Makes me nervous about damaging or losing the existing catalog in 5? I am not very knowledgeable about preferences. If I only delete the 6 Preference.  (per your link) maybe I do not have to worry about the 5 catalog??

[kglad]

no, the only people that charge a fee to help in this forum are scammers that try to connect by skype.  do not connect.

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html

[Jeff A Wright]

Moving this discussion to the Photoshop Lightroom forum.

[martinf67627051 · Accepted solution]

Thank you for the assistance. I was nervous resetting preferences and possibly altering my catalog or worse with my limited knowledge. . I did click thru to "Still need help" and got assistance via remote in. Was told it was a Graphic card setting that was keeping 6 from opening. Working now. Thanks again.

[kglad]

you're welcome.

[martinf67627051]

Hello ...I was having trouble opening Lightroom 6 a few weeks ago..Eventually I  followed your advise "still need help" and got Adobe to remote in and fix an issue. The same issue has surfaced again. I have a case number to reference(0188676351) But I can not find "Still need help" to connect to a Chat. Any tips??

[Jeff A Wright]

Martinf67627051 I would recommend you use an alternate web browser, smartphone, or tablet to contact our support team.  If you are not receiving the option to chat with a member of our support team at Contact Customer Care then it is due to the security settings or installed extensions in the current web browser.  You may want to discontinue using the web browser completely if you experience similar behavior on other web sites.

[martinf67627051]

Thank you Jeff..I am using the same web browser and computer I used when I chatted a few weeks ago?? IE

[martinf67627051]

Is there any way to chat via the old case number?

[Jeff A Wright]

Yes Martinf67627051 you will want to reference your previous case number.  The security settings can have been changed at any time at any time Martinf67627051.

If you still face difficulties contacting our support team at Contact Customer Care then I would strongly recommend using a smartphone or tablet to initiate the interaction.  You may also want to review the settings of any installed security software to verify it is not causing any other unexpected behavior.