6 Replies Latest reply on Dec 26, 2015 12:34 AM by rpandita

    trouble installing windows 10 - Unexpected Error when opening

    tiffanyr61113430

      I keep getting an error when trying to launch the application. I am using a laptop that meets all the requirements, the download completed successfully, and installed without any errors. When trying to launch the application it starts to open then pops up with an unknown error and forces itself to close. I have uninstalled, reinstalled, run in compatibility mode and have thus far been unsuccessful in getting the application to work.

        • 1. Re: trouble installing windows 10 - Unexpected Error when opening
          rpandita Adobe Employee (Admin)

          Hi tiffanyr,

           

          Sorry for LR crash issues.

          • I am assuming that the error is with the permissions as i do not know the complete error message.
          • Provide read and write permissions on the pictures folder.
          • If that does not fix the issue, provide us details of the error and also crash log from event viewer

           

          Regards

          Rohit

          • 2. Re: trouble installing windows 10 - Unexpected Error when opening
            tiffanyr61113430 Level 1

            I have just purchased and downloaded this software from Amazon. When I try to open the application it starts to open and then immediately throws an error that adobe lightroom has stopped working, then I get the error you see bellow.

             

            "Adobe Photoshop Lightroom has stopped working

             

            A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available"

            • 3. Re: trouble installing windows 10 - Unexpected Error when opening
              tiffanyr61113430 Level 1

              Log Name:      Application
              Source:        Windows Error Reporting
              Date:          12/26/2015 2:53:02 AM
              Event ID:      1001
              Task Category: None
              Level:         Information
              Keywords:      Classic
              User:          N/A
              Computer:      DESKTOP-7FOP9EM
              Description:
              Fault bucket 120321351476, type 4
              Event Name: APPCRASH
              Response: Not available
              Cab Id: 0

              Problem signature:
              P1: lightroom.exe
              P2: 6.0.0.10
              P3: 5523190c
              P4: ig7icd64.dll
              P5: 10.18.10.4276
              P6: 55d1ffdb
              P7: c0000005
              P8: 000000000003ee34
              P9:
              P10:

              Attached files:
              C:\Users\Tiff\AppData\Local\Temp\WERA444.tmp.WERInternalMetadata.xml

              These files may be available here:
              C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_lightroom.exe_3dd1e45a41eda6d0 e7d31fa510dbbc9264d336e_6ca12033_10a79e6e

              Analysis symbol:
              Rechecking for solution: 0
              Report Id: 622b9cfb-b2d8-4f45-a6a6-a7487e035828
              Report Status: 0
              Hashed bucket: 8f15dfe9c62bcefca201316354df7031
              Event Xml:
              <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
                <System>
                  <Provider Name="Windows Error Reporting" />
                  <EventID Qualifiers="0">1001</EventID>
                  <Level>4</Level>
                  <Task>0</Task>
                  <Keywords>0x80000000000000</Keywords>
                  <TimeCreated SystemTime="2015-12-26T07:53:02.776519800Z" />
                  <EventRecordID>511</EventRecordID>
                  <Channel>Application</Channel>
                  <Computer>DESKTOP-7FOP9EM</Computer>
                  <Security />
                </System>
                <EventData>
                  <Data>120321351476</Data>
                  <Data>4</Data>
                  <Data>APPCRASH</Data>
                  <Data>Not available</Data>
                  <Data>0</Data>
                  <Data>lightroom.exe</Data>
                  <Data>6.0.0.10</Data>
                  <Data>5523190c</Data>
                  <Data>ig7icd64.dll</Data>
                  <Data>10.18.10.4276</Data>
                  <Data>55d1ffdb</Data>
                  <Data>c0000005</Data>
                  <Data>000000000003ee34</Data>
                  <Data>
                  </Data>
                  <Data>
                  </Data>
                  <Data>
              C:\Users\Tiff\AppData\Local\Temp\WERA444.tmp.WERInternalMetadata.xml</Data>
                  <Data>C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_lightroom.exe_3dd1e45a4 1eda6d0e7d31fa510dbbc9264d336e_6ca12033_10a79e6e</Data>
                  <Data>
                  </Data>
                  <Data>0</Data>
                  <Data>622b9cfb-b2d8-4f45-a6a6-a7487e035828</Data>
                  <Data>0</Data>
                  <Data>8f15dfe9c62bcefca201316354df7031</Data>
                </EventData>
              </Event>

              • 4. Re: trouble installing windows 10 - Unexpected Error when opening
                tiffanyr61113430 Level 1

                Log Name:      Application

                Source:        Application Error

                Date:          12/26/2015 2:50:52 AM

                Event ID:      1000

                Task Category: (100)

                Level:         Error

                Keywords:      Classic

                User:          N/A

                Computer:      DESKTOP-7FOP9EM

                Description:

                Faulting application name: lightroom.exe, version: 6.0.0.10, time stamp: 0x5523190c

                Faulting module name: ig7icd64.dll, version: 10.18.10.4276, time stamp: 0x55d1ffdb

                Exception code: 0xc0000005

                Fault offset: 0x000000000003ee34

                Faulting process id: 0x5d8

                Faulting application start time: 0x01d13fb2226f65dc

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

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

                Report Id: 622b9cfb-b2d8-4f45-a6a6-a7487e035828

                Faulting package full name:

                Faulting package-relative application ID:

                Event Xml:

                <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="2015-12-26T07:50:52.951872200Z" />

                    <EventRecordID>510</EventRecordID>

                    <Channel>Application</Channel>

                    <Computer>DESKTOP-7FOP9EM</Computer>

                    <Security />

                  </System>

                  <EventData>

                    <Data>lightroom.exe</Data>

                    <Data>6.0.0.10</Data>

                    <Data>5523190c</Data>

                    <Data>ig7icd64.dll</Data>

                    <Data>10.18.10.4276</Data>

                    <Data>55d1ffdb</Data>

                    <Data>c0000005</Data>

                    <Data>000000000003ee34</Data>

                    <Data>5d8</Data>

                    <Data>01d13fb2226f65dc</Data>

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

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

                    <Data>622b9cfb-b2d8-4f45-a6a6-a7487e035828</Data>

                    <Data>

                    </Data>

                    <Data>

                    </Data>

                  </EventData>

                </Event>

                • 5. Re: trouble installing windows 10 - Unexpected Error when opening
                  rpandita Adobe Employee (Admin)

                  Your obsolete graphics card drivers are the issue.

                  • Go to the location C:\WINDOWS\SYSTEM32, look for the file ig7icd64.dll and rename it to ig7icd64_old.dll
                  • Launch Lightroom now and it should be working fine.

                   

                  Regards

                  Rohit