MSI RX580 random crashes Lightroom CC(2015)

[arthur_yeung]

Hi All,

I have recently purchased the MSI RX580 Gaming X 8GB and used it on an ASUS Z97 Pro Gamer board. General use and gaming use is absolutely fine. However, when I use the GPU processing on Lightroom CC (2015) on Windows 10. It keeps crashing. It does random crashes when I rate photos, edit photos in the develop module (could be any actions like cropping, apply presets, brushes), filter photos, could be anything. I have tried to use different version of drivers, roll back Lightroom patches, clean install Lightroom and all sort but without any luck. I had to switch back to use CPU then it runs absolutely fine.

Any advice on how to find out the root cause and how to address is much appreciated.

Many Thanks

[Mohit Goyal]

Hi arthur.yeung,

We need to check the crash log errors to find the root cause, can you please post the crash log error.

How to find crash logs in Windows: Photoshop Elements Editor Help | How to Find Crash Logs on Windows

Regards,

Mohit

[arthur_yeung]

Thanks Mohit,

Here is the log report. I was in the develop module, and tried to filter the 1 star photos, then it crashed.

Level,Date and Time,Source,Event ID,Task Category

Error,25/06/2017 11:11:42,Application Error,1000,(100),"Faulting application name: lightroom.exe, version: 6.10.1.10, time stamp: 0x591f413f

Faulting module name: ntdll.dll, version: 10.0.15063.0, time stamp: 0xb79b6ddb

Exception code: 0xc0000374

Fault offset: 0x00000000000f775f

Faulting process ID: 0x61c

Faulting application start time: 0x01d2ed99f23503e1

Faulting application path: C:\Program Files\Adobe\Adobe Lightroom\lightroom.exe

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report ID: 031fcab8-d2ba-4404-ad58-ed0de3cbef03

Faulting package full name:

Faulting package-relative application ID: "

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

  <Provider Name="Application Error" />

  <EventID Qualifiers="0">1000</EventID>

  <Level>2</Level>

  <Task>100</Task>

  <Keywords>0x80000000000000</Keywords>

  <TimeCreated SystemTime="2017-06-25T10:11:42.973196600Z" />

  <EventRecordID>2031</EventRecordID>

  <Channel>Application</Channel>

  <Computer>Computer</Computer>

  <Security />

  </System>

- <EventData>

  <Data>lightroom.exe</Data>

  <Data>6.10.1.10</Data>

  <Data>591f413f</Data>

  <Data>ntdll.dll</Data>

  <Data>10.0.15063.0</Data>

  <Data>b79b6ddb</Data>

  <Data>c0000374</Data>

  <Data>00000000000f775f</Data>

  <Data>61c</Data>

  <Data>01d2ed99f23503e1</Data>

  <Data>C:\Program Files\Adobe\Adobe Lightroom\lightroom.exe</Data>

  <Data>C:\WINDOWS\SYSTEM32\ntdll.dll</Data>

  <Data>031fcab8-d2ba-4404-ad58-ed0de3cbef03</Data>

  <Data />

  <Data />

  </EventData>

  </Event>

[Mohit Goyal]

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Well, the error is related to one of the operating system file. Plese create another user account with admin rights and try using the application there.

Regards,

Mohit

[arthur_yeung]

I have created a brand new a/c with admin right. It still crashed with a different faulting module now. ati06axx.dll

Thanks

Faulting application name: lightroom.exe, version: 6.10.1.10, time stamp: 0x591f413f

Faulting module name: atio6axx.dll, version: 22.19.157.3, time stamp: 0x58ebb9e6

Exception code: 0xc0000005

Fault offset: 0x0000000000f936e7

Faulting process ID: 0x2e44

Faulting application start time: 0x01d2eec074cbc057

Faulting application path: C:\Program Files\Adobe\Adobe Lightroom\lightroom.exe

Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\c0313248.inf_amd64_aad49543f8f714a1\atio6axx.dll

Report ID: c57ee14c-227a-4de3-828d-e20357a53188

Faulting package full name:

Faulting package-relative application ID:

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

  <Provider Name="Application Error" />

  <EventID Qualifiers="0">1000</EventID>

  <Level>2</Level>

  <Task>100</Task>

  <Keywords>0x80000000000000</Keywords>

  <TimeCreated SystemTime="2017-06-26T21:10:08.137979900Z" />

  <EventRecordID>2705</EventRecordID>

  <Channel>Application</Channel>

  <Computer>Computer</Computer>

  <Security />

  </System>

- <EventData>

  <Data>lightroom.exe</Data>

  <Data>6.10.1.10</Data>

  <Data>591f413f</Data>

  <Data>atio6axx.dll</Data>

  <Data>22.19.157.3</Data>

  <Data>58ebb9e6</Data>

  <Data>c0000005</Data>

  <Data>0000000000f936e7</Data>

  <Data>2e44</Data>

  <Data>01d2eec074cbc057</Data>

  <Data>C:\Program Files\Adobe\Adobe Lightroom\lightroom.exe</Data>

  <Data>C:\WINDOWS\System32\DriverStore\FileRepository\c0313248.inf_amd64_aad49543f8f714a1\atio6axx.dll</Data>

  <Data>c57ee14c-227a-4de3-828d-e20357a53188</Data>

  <Data />

  <Data />

  </EventData>

  </Event>

[Mohit Goyal · Accepted solution]

I have created a brand new a/c with admin right. It still crashed with a different faulting module now. ati06axx.dll

Thanks

Well, this is related to the graphics card installed on your machine. If you already have the latest drivers installed on your machine then roll back the drivers to one or two version back from the manufacturer website and check if that helps.

And, If not sure then update the latest driver software for the graphics card.

Regards

Mohit