12 Replies Latest reply on Jul 13, 2017 8:37 AM by April_W

    Lightroom 5.6 crashing after enabling sync to Lightroom mobile

    Luegge

      Dear community,

       

      I have been using a non CC based version of Lightroom 5.6 without too much of a problem until today. Today, I purchased a photo subscription to get Photoshop CC and Lightroom Mobile so I could be reviewing my pictures on the road.

      So I signed in with my AdobeID in Lightroom and installed Lightroom Mobile on my iPad and created a Collection I wanted to sync. However, as soon as I enable the little "Sync with Lightroom Mobile" switch, Lightroom crashes without any specific error message just the plain "Adobe Lightroom 64-bit has stopped working".

      I tried reinstalling Lightroom, even on another drive but without success. I also tried to build smart previews for all images that I wanted to sync.

      A debug with Visual Studio issues the error "Unhandled exception at 0x000007fedbbc9da0 in lightroom.exe: 0xC0000006: In page error", but I don't know if that helps...

       

      Any idea what is wrong?

       

      Best regards,

        • 1. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
          ssprengel Adobe Community Professional & MVP

          Uninstall the serial-number-licensed LR and install the LR from the CC app, or did you already do that?

          • 2. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
            Luegge Level 1

            Thank you for your reply, but I already did that. After it crashed, I uninstalled the version I had and got a clean copy from the Creative Cloud app. All the setting were conserved, but the install is definitely new.

            Btw: I'm running Windows 7 professional with 16 GB of RAM, which should be enough in my eyes.

            • 3. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
              Luegge Level 1

              I still don't have a solution for this problem.

              So far, I've tried uninstalling and re-installing lightroom repeatedly (CC version and stand-alone version) and to different locations, I tried installing the 32-bit version instead of the default 64-bit version and I tried copying my catalog to another location before trying to sync. None of those has done the trick.

              As long as I do not try to sync, the program works just fine. As soon as I enable the syncing, Lightroom crashes after a few seconds...

               

              Any suggestions?

              • 4. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
                greule Adobe Employee

                Could you try to remove the Lightroom Desktop preferences and try sync again after a restart.

                 

                Prefs are located here:

                C:\Users\[user name]\AppData\Roaming\Adobe\Lightroom\Preferences\Lightroom 5 Preferences.agprefs

                 

                When Lr Desktop is still crashing after that could you try to get infos like described here...Kunden-Support - How do I find event logs when a program crashes? | CyberLink

                 

                -

                Guido

                • 5. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
                  Luegge Level 1

                  Thank you for your reply.

                   

                  I tried deleting the preferences, relaunching Lightroom, opening the catalog and enabling sync. LR still crashed.

                   

                  As far as the event log goes, there are two errors associated with the LR crash:

                   

                  - The first is more general and states:

                   

                  Windows cannot access the file  for one of the following reasons: there is a problem with the network connection, the disk that the file is stored on, or the storage drivers installed on this computer; or the disk is missing. Windows closed the program Adobe Photoshop Lightroom 64-bit because of this error.

                   

                  Program: Adobe Photoshop Lightroom 64-bit

                  File:

                   

                  The error value is listed in the Additional Data section.

                  User Action

                  1. Open the file again. This situation might be a temporary problem that corrects itself when the program runs again.

                  2. If the file still cannot be accessed and

                    - It is on the network, your network administrator should verify that there is not a problem with the network and that the server can be contacted.

                    - It is on a removable disk, for example, a floppy disk or CD-ROM, verify that the disk is fully inserted into the computer.

                  3. Check and repair the file system by running CHKDSK. To run CHKDSK, click Start, click Run, type CMD, and then click OK. At the command prompt, type CHKDSK /F, and then press ENTER.

                  4. If the problem persists, restore the file from a backup copy.

                  5. Determine whether other files on the same disk can be opened. If not, the disk might be damaged. If it is a hard disk, contact your administrator or computer hardware vendor for further assistance.

                   

                  Additional Data

                  Error value: C0000001

                  Disk type: 0

                  - The second one is more specific and states:

                  Faulting application name: lightroom.exe, version: 5.6.0.10, time stamp: 0x53ce7bf8

                  Faulting module name: LIBEAY32.dll, version: 1.0.1.7, time stamp: 0x534826cc

                  Exception code: 0xc0000006

                  Fault offset: 0x0000000000009da0

                  Faulting process id: 0xd90

                  Faulting application start time: 0x01cfc8178bfdd784

                  Faulting application path: C:\Program Files\Adobe\Adobe Photoshop Lightroom 5.6\lightroom.exe

                  Faulting module path: C:\Program Files\Adobe\Adobe Photoshop Lightroom 5.6\LIBEAY32.dll

                  Report Id: 1105ead6-340b-11e4-8e4f-50e54942697c

                   

                  I don't know if that helps?

                  • 6. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
                    greule Adobe Employee

                    Have you already tried those steps (i.e. run chkdsk etc?)


                    In addition are you using any particular security software? If so, can you try disabling it temporarily and see if it helps?


                    - Guido

                    • 7. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
                      Luegge Level 1

                      Thanks for your reply.

                      It seems like some of the files I tried to sync were corrupted. I had recovered them after they had been erased accidentally due to a software error. So some of them, even though recoverable and importable into LR, had some file errors in them. So after setting them to rejected in LR and erasing all the rejected photos, syncing worked fine.

                      Thanks for the help anyway.

                      • 8. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
                        greule Adobe Employee

                        Glad that it's working again. I'm curious to know a bit more about the files which were curruped in a way that Lr Desktop crashes. Did I get it right that you erased files which were synced and after that the crash occured? - Guido

                        • 9. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
                          Luegge Level 1

                          Not really, no.

                          A software error of an external synchronization software (nothing to do with Adobe) erased part of my pictures that are included in my Lightroom Catalog. After recovering the pictures from the harddrive, I reincluded them into Lightroom. But as with every data recovery, some of the files seem to have been corrupted due to overwriting and/or incomplete recovery. But Lightroom did import them into the catalog without any problem. However, when working with the files, there was a "There was a problem working with this file" error, but I only saw that after trying to sync with LR mobile.

                          So after eliminating all the files pictures with errors, the syncing to LR mobile worked. Funny thing is that LR did not crash when working with those files. Only when trying to sync them to LR mobile.

                          • 10. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
                            April_W Level 1

                            Guido,

                             

                            I know it's been a couple of years since this post, but I'm having this same EXACT problem with Lightroom CC 2015.10.1 today. Although the original poster (Luegge) fixed their problem, I don't think their fix was relevant to the issue at hand. It appears they just got lucky.

                             

                            On top of this, I'm trying to stop the sync process to LR Mobile so I can continue working on other things, but the sync seems to be having an issue as well - it won't stop syncing! I've deleted the collection on LR Desktop and LR Mobile, but it still says "syncing 488 photos". This appears to be a known bug as well: Re: Pause/Stop Lightroom Mobile from syncing.

                             

                            Has there been further investigation into the issue of Lightroom crashing when trying to sync?

                             

                            Your help is greatly appreciated.

                            • 11. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
                              greule Adobe Employee

                              Sorry for the delay. Do you still have trouble with the Lr Desktop sync. Have you double checked the identity plate from where you normally can start/pause the sync activity...- Guido

                              • 12. Re: Lightroom 5.6 crashing after enabling sync to Lightroom mobile
                                April_W Level 1

                                Guido,

                                 

                                Thank you for the follow-up. The issue for me was the relocation of our network server. After running pretty well, slow, but manageable, for 5+ years from a server located in our building, our corporate IT department decided it would be a good idea to move the server to our corporate office 150 miles away. Lightroom doesn't play well in a LAN enviroment to begin with, but when you move the server to another location, it certainly doesn't play well in a WAN enviroment. We are still dealing with the issue today, awaiting the arrival of our corporate IT staff who is bringing the server back to our location, and then setting up an after hours replication between our local server and a server located at corporate to ensure disaster recovery measures are in place. Until then, I've spent many painful hours moving a couple thousand images off the server to an external hard drive so I can continue working until the server is back in place.

                                 

                                Thanks again for the follow-up. It's much appreciated.