5 Replies Latest reply on Dec 20, 2015 8:40 PM by Akash Sharma

    Lightroom Startup Problem


      Hi, everyone!

      I have an issue. I purchased my new computer roughly a month or so ago. It has windows 10 on it. I also just purchased the lightroom 6 tonight and installed it an hour ago with no issues. I went to open the program and my computer said that an error occurred (not responding) and it'd notify me when it would be fixed. So the question is, how can I fix this to where I can open the app and start working?

      Thanks for help in advance.

        • 1. Re: Lightroom Startup Problem
          Mrinmay Majhi Adobe Employee

          Hi alyxwtex,


          Could you please post in the error log?


          Please follow the steps to get the error log from Event Viewer.


          > Open Event Viewer by clicking the Start button, clicking Control Panel, clicking System and Security, clicking Administrative Tools, and then double-clicking Event Viewer.  Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.


          > Expand Windows Logs in the left hand side panel.

          > Click on Application.

          > In the middle panel, you will find error

          Event Viewer.PNG


          > Click on the error log.

          > Post the error Information which you find in the General Tab.



          • 2. Re: Lightroom Startup Problem
            alyxwtex33 Level 1

            This is the information I have found in the event logs Mrinmay Majhi


            Faulting module name: ig7icd64.dll, version:, time stamp: 0x55d1ffdb

            Exception code: 0xc0000005

            Fault offset: 0x000000000003ee34

            Faulting process id: 0x15e4

            Faulting application start time: 0x01d13b919bc9596d

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

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

            Report Id: c314cb2f-76c8-456e-834b-1e8fcde67078

            Faulting package full name:

            • 3. Re: Lightroom Startup Problem
              Akash Sharma Adobe Employee

              Hi alyxwtex,



              Let us know if that helps



              • 4. Re: Lightroom Startup Problem
                alyxwtex33 Level 1

                Neither of these things seemed to help. Although, it is hard to find this in regards to Windows 10. I'm not all that tech-savvy so that doesn't help much. I checked the diagnostic on dxdiag and it said everything was in check so not sure what it had to do with.


                Still not sure, any more help would be appreciated,


                • 5. Re: Lightroom Startup Problem
                  Akash Sharma Adobe Employee

                  Thanks for the update.

                  Please try to update your Graphics card driver from Device manager.

                  Follow the Steps below:-

                  • Open Device manager
                  • Expand Display Adapters
                  • Right click on your graphics card
                  • select Update
                  • select Search Automatically

                  You may refer How To Safely & Easily Update Your Video Card Drivers