9 Replies Latest reply on Oct 16, 2015 3:02 PM by alamaven

    LR6.2 crashing when i open a movie

    alamaven

      Hi everyone,

       

      I use a PC win10 & the 6.2 version of LR.

       

      I don't know if it's because of the Windows 10 or the 6.2 version (or both...) but when I navigate in LR and look at my photos, when I arrive at a movie in my collection LR crash and take 20 seconds before closing...

      I've never seen it before...

       

      Any idea?

      Regards

        • 1. Re: LR6.2 crashing when i open a movie
          Chetna Srivastava Adobe Employee

          Hi alamaven,

           

          Would suggest you to make sure that the quicktime player is updated.

          Could you please share the crash logs for Lightroom crash?

           

          1. Click Windows Start button > Type event in Search programs and files field.
          2. Select Event Viewer
          3. Navigate to Windows Logs > Application, and then find the latesteventwith “Error” in the Level column and “Application Error” in the Source column


          event viewer.png

           

          Regards,

          Chetna

          • 2. Re: LR6.2 crashing when i open a movie
            alamaven Level 1

            Many Thanks for your replay...

            I send my error Log ( in french!)

             

            Nom du journal :Application

            Source :       Application Error

            Date :         15/10/2015 01:26:24

            ID de l’événement :1000

            Catégorie de la tâche :(100)

            Niveau :       Erreur

            Mots clés :    Classique

            Utilisateur :  N/A

            Ordinateur :   alamaven-itx

            Description :

            Nom de l’application défaillante lightroom.exe, version : 6.2.0.10, horodatage : 0x5606db6a

            Nom du module défaillant : unknown, version : 0.0.0.0, horodatage : 0x00000000

            Code d’exception : 0xc0000005

            Décalage d’erreur : 0x0000000000000000

            ID du processus défaillant : 0x11bc

            Heure de début de l’application défaillante : 0x01d106d61bfa72fe

            Chemin d’accès de l’application défaillante : C:\Program Files\Adobe\Adobe Lightroom\lightroom.exe

            Chemin d’accès du module défaillant: unknown

            ID de rapport : eb0f8213-2915-41ae-a28b-bc435c2ddf3c

            Nom complet du package défaillant :

            ID de l’application relative au package défaillant :

            XML de l’événement :

            <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="2015-10-14T23:26:24.000000000Z" />

                <EventRecordID>2357</EventRecordID>

                <Channel>Application</Channel>

                <Computer>alamaven-itx</Computer>

                <Security />

              </System>

              <EventData>

                <Data>lightroom.exe</Data>

                <Data>6.2.0.10</Data>

                <Data>5606db6a</Data>

                <Data>unknown</Data>

                <Data>0.0.0.0</Data>

                <Data>00000000</Data>

                <Data>c0000005</Data>

                <Data>0000000000000000</Data>

                <Data>11bc</Data>

                <Data>01d106d61bfa72fe</Data>

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

                <Data>unknown</Data>

                <Data>eb0f8213-2915-41ae-a28b-bc435c2ddf3c</Data>

                <Data>

                </Data>

                <Data>

                </Data>

              </EventData>

            </Event>

             

             

            Thnaks for your help.

            Regards

            • 3. Re: LR6.2 crashing when i open a movie
              Chetna Srivastava Adobe Employee

              thank you for sharing the logs.

               

              Did you update Quicktime player?

               

              Also, could you please confirm the format of the video file that you are trying to play in Lightroom?

              Is it crashing only on a particular video file or all?

              • 4. Re: LR6.2 crashing when i open a movie
                alamaven Level 1

                Yes for everything :

                Quicktime is updated & LR don't support any sort of videos!!!

                I've updated LR to night and tried another time : my problem still happen...

                • 5. Re: LR6.2 crashing when i open a movie
                  Chetna Srivastava Adobe Employee

                  Follow the below steps :

                  1. Go to Lightroom Preferences > Performance > uncheck the option "use graphics processor"

                  2. Preferences > File handling> purge cache under Video cache settings and increase the cache size to 10GB

                  3. Restart Lightroom and try again.

                  • 6. Re: LR6.2 crashing when i open a movie
                    66dellwood Level 1

                    Am having the same problem with video files.  I reverted to W7pro from W10.  Am looking at possible conflicts that other editing software may be creating-- like Go Pro Studio.

                     

                    Video Files No Longer Working in LR6

                    • 7. Re: LR6.2 crashing when i open a movie
                      alamaven Level 1

                      I have done everything but without success!!

                      How to solve this problem?

                      Regards

                      • 8. Re: LR6.2 crashing when i open a movie
                        66dellwood Level 1

                        You are not alone.  I have done a fair bit of research on this.  Similar posts and observations started about 18 months ago and I have not seen much in the way of fixes.  I reverted to W7 from W10 and rolled back to LR 6.0.  Reinstalled Quicktime several times and did a complete wipe of LR and reinstall.  Unchecked GP, checked file default programs and folder permissions, updated graphics driver and played with graphic card settings, disabled All Photos screen, purged the video cache and a few other things I can't recall.   One of the few strategies left is to remove all other video editing software-- GoPro Studio and Windows Movie Maker.

                        • 9. Re: LR6.2 crashing when i open a movie
                          alamaven Level 1

                          I dont want to disable all my softwares computer just to be able to use LR6 ! Maybe Adobe can de something for helping all the users with this problem!!!