9 Replies Latest reply on Jun 16, 2015 7:39 AM by vquiros

    Lightroom (CC) 2015 crashes at launch

    vquiros

      Hi:

       

      I installed Lightroom 2015 this morning on my Windows 8.1 computer this morning. The problem is that when I try to run Lr 2015 I get the splash screen for a little while and then an error message that says the application stopped working and will be closed.

       

      I've tried logging out from CC desktop and then in again as suggested in several discussion forums but to no avail. I checked Windows event log and this is what I get regarding the crash.

       

       

      -EventData

       

      lightroom.exe
      6.0.0.10
      5523190c
      ig7icd64.dll
      10.18.10.3958
      54256e13
      c0000005
      0000000000039e24
      75c
      01d07d4c80c3650c
      C:\Program Files\Adobe\Adobe Lightroom\lightroom.exe
      C:\Windows\SYSTEM32\ig7icd64.dll
      c307139e-e93f-11e4-827c-645106ae8293

       

       

      Nombre de la aplicación con errores: lightroom.exe, versión: 6.0.0.10, marca de tiempo: 0x5523190c

      Nombre del módulo con errores: ig7icd64.dll, versión: 10.18.10.3958, marca de tiempo: 0x54256e13

      Código de excepción: 0xc0000005

      Desplazamiento de errores: 0x0000000000039e24

      Identificador del proceso con errores: 0x75c

      Hora de inicio de la aplicación con errores: 0x01d07d4c80c3650c

      Ruta de acceso de la aplicación con errores: C:\Program Files\Adobe\Adobe Lightroom\lightroom.exe

      Ruta de acceso del módulo con errores: C:\Windows\SYSTEM32\ig7icd64.dll

      Identificador del informe: c307139e-e93f-11e4-827c-645106ae8293

      Nombre completo del paquete con errores:

      Identificador de aplicación relativa del paquete con errores:

       

      I would really appreciate any help regarding this issue. Thanks in advance.

        • 1. Re: Lightroom (CC) 2015 crashes at launch
          mwgray1979

          I am having the exact same issue. Crashes with that windows error message on Acer laptop running Intel HD graphics. Im used to this graphics card not being supported for GPU acceleration, but most apps fall back to CPU. Does LRcc not do this? Attached crash log.

           

          I have updated my drivers to the latest available on Acer.com and have attempted to force the generic Intel drivers as well to no avail.

           

          <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="2015-04-27T21:43:24.000000000Z" />

          <EventRecordID>6046</EventRecordID>

          <Channel>Application</Channel>

          <Computer>Tacos</Computer>

          <Security />

           

          </System>

           

          - <EventData>
          <Data>lightroom.exe</Data>

          <Data>6.0.0.10</Data>

          <Data>5523190c</Data>

          <Data>ig7icd64.dll</Data>

          <Data>10.18.10.3910</Data>

          <Data>53e8f299</Data>

          <Data>c0000005</Data>

          <Data>0000000000039894</Data>

          <Data>15ac</Data>

          <Data>01d081331dfff36c</Data>

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

          <Data>C:\Windows\SYSTEM32\ig7icd64.dll</Data>

          <Data>6e110cc2-ed26-11e4-827b-c45444cffe74</Data>

          <Data />

          <Data />

          </EventData>

          </Event>

          • 2. Re: Lightroom (CC) 2015 crashes at launch
            vquiros Level 1

            I contacted Adobe customer service last week and they escalated the issue to the tech department. Still waiting for an answer.

            • 3. Re: Lightroom (CC) 2015 crashes at launch
              greule Adobe Employee

              Could you please try to sign-out and back in via the Creative Cloud app. This helped for other users. - Guido

              • 4. Re: Lightroom (CC) 2015 crashes at launch
                mwgray1979 Level 1

                hhave done that many times. Both signing out in the cc app and signing out from within photoshop and Lightroom 5. This is not the same issue. I'm getting and error message, the app does not simply close. It tries to start, windows freezes and throws an error. The exact dll referred to in windows event viewer is part of the Intel had graphics driver pack, implying a driver issue. I have uninstalled all cc apps, updated drivers and reinstalled and signed back in and still the same error in LRcc. Photoshop and ACR work fine, albeit CPU only, GPU acceleration shows as an error.

                • 5. Re: Lightroom (CC) 2015 crashes at launch
                  vquiros Level 1

                  Thanks for your help Guido. I've tried that before many times and in several different ways. Contacted customer service and they have replied with preset procedures to reproduce on my machine but none of them have worked. The last one was to uninstall the software, run a cleaner tool from Adobe and re-install again. The issue persists. As @mwgray1979 points out the issue seems to involve a conflict with the ig7icd64.dll system file (Intel HD graphics) but I feel they have paid no attention to this so far, they're following their own preset procedures. It's been almost a week since I updated to Lr 2015 and haven't been able to use it yet. This is a frustrating and VERY slow process. I'm disappointed.


                  • 6. Re: Lightroom (CC) 2015 crashes at launch
                    Jim Wilde Level 5

                    Try the patch update which has just been released. Details at the top of the main forum page.

                    • 7. Re: Lightroom (CC) 2015 crashes at launch
                      mwgray1979 Level 1

                      I just downloaded and ran the patch. Still encountering same issue. Again attempted the CC sign out / sign in trick and still no joy. Just check for driver updates again, and no new options from Acer or Intel.

                       

                      Faulting application name: lightroom.exe, version: 6.0.1.10, time stamp: 0x553af4c6

                      Faulting module name: ig7icd64.dll, version: 10.18.10.3910, time stamp: 0x53e8f299

                      Exception code: 0xc0000005

                      Fault offset: 0x0000000000039894

                      Faulting process id: 0x1150

                      Faulting application start time: 0x01d0836e42752573

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

                      Faulting module path: C:\Windows\SYSTEM32\ig7icd64.dll

                      Report Id: cdd3fafc-ef61-11e4-827c-c45444cffe74

                      Faulting package full name:

                      Faulting package-relative application ID:

                      • 8. Re: Lightroom (CC) 2015 crashes at launch
                        vquiros Level 1

                        Thanks Jim. Applied the patch, run again and the problem persists. Same Intel HD - system file (ig7icd64.dll):

                         

                        EventData

                         

                        lightroom.exe
                        6.0.1.10
                        553af4c6
                        ig7icd64.dll
                        10.18.10.3958
                        54256e13
                        c0000005
                        0000000000039e24
                        ff8
                        01d08371c0695b3f
                        C:\Program Files\Adobe\Adobe Lightroom\lightroom.exe
                        C:\Windows\SYSTEM32\ig7icd64.dll
                        06e6fea0-ef65-11e4-8283-645106ae8293
                        • 9. Re: Lightroom (CC) 2015 crashes at launch
                          vquiros Level 1

                          The latest Lr 2015 CC update fixed the issue. (2015.1 release, build 1025654.) Thanks Adobe.