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

    Lightroom Startup Problem

    alyxwtex33

      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.

           

          ~Mrinmay

          • 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: 10.18.10.4276, 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

              Regards

              Akash

              • 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,

                Alyx

                • 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

                   

                  ~Akash