13 Replies Latest reply on Apr 16, 2016 10:13 AM by KiriStar

    mov file crashes Lightroom CC

    Exactwp

      I have Lightroom CC on windows 10. Recently, playing .mov files began crashing Lightroom. The same files play fine on Bridge. I have seen some comments on this topic but no solutions. As an added point of reference, I recently upgraded to the 2015.3 release with no improvement. Do we even know if this is a Lightroom problem or a problem with the systems?

        • 1. Re: mov file crashes Lightroom CC
          Mrinmay Majhi Adobe Employee

          Hi Exactwp,

           

          Please follow the below steps and see if this helps.

           

          > Launch Lightroom

          > Click on Edit > Preferences (In Windows)

                    Lightroom > Preferences (In Mac)

          > Click on Performance Tab

          > Uncheck Use Display Processor

          > Click on Ok

          > Quit and relaunch Lightroom to check for the issue.

           

          Let me know if this helps.

           

           

          ~Mrinmay

          • 2. Re: mov file crashes Lightroom CC
            Exactwp Level 1

            The election of the display processor has no effect on the crashes. Lightroom crashes whether or not the display processor is used or not. When it is used, Lightroom indicates it is disabled due to an error.

             

             

             

            Brent

            • 3. Re: mov file crashes Lightroom CC
              Exactwp Level 1

              The election of the display processor has no effect on the crashes. Lightroom crashes whether or not the display processor is used. When it is used, Lightroom indicates it is disabled due to an error.

              • 4. Re: mov file crashes Lightroom CC
                Mrinmay Majhi Adobe Employee

                I would request you to update the display adaptor drivers and check for the issue.

                 

                 

                ~Mrinmay

                • 5. Re: mov file crashes Lightroom CC
                  Exactwp Level 1

                  I am using a Intel Core i7-2600K CPU along with its on-board graphics capability. I checked and the driver is up to date. As I said before, all of my other programs, including Adobe Bridge, display the files with no problem.

                  • 6. Re: mov file crashes Lightroom CC
                    Exactwp Level 1

                    One other clarification, it crashes by merely showing the file in loupe view in the Library module. You do not even have to play it. It does work fine in grid view.

                    • 7. Re: mov file crashes Lightroom CC
                      Exactwp Level 1

                      Also, if I view the file (not run the video) in Survey View it does not crash LR but it does in Loupe View. If you try to run the video in Survey View, it does crash.

                      • 8. Re: mov file crashes Lightroom CC
                        Mrinmay Majhi Adobe Employee

                        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


                        • 9. Re: mov file crashes Lightroom CC
                          Exactwp Level 1

                          Here is the log data, both General and Details.

                           

                           

                          Faulting application name: lightroom.exe, version: 6.3.0.10, time stamp: 0x564260ef

                          Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

                          Exception code: 0xc0000005

                          Fault offset: 0x0000000000000000

                          Faulting process id: 0x385c

                          Faulting application start time: 0x01d1496b9bc7f59b

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

                          Faulting module path: unknown

                          Report Id: e790b206-ab22-4085-a231-f92df77931ef

                          Faulting package full name:

                          Faulting package-relative application ID:

                           

                          -System

                           

                          -Provider
                          [ Name] Application Error

                           

                          -EventID1000

                           

                          [ Qualifiers] 0
                          Level2
                          Task100
                          Keywords0x80000000000000
                          -TimeCreated

                           

                          [ SystemTime] 2016-01-07T16:52:18.564295000Z
                          EventRecordID3239
                          ChannelApplication
                          ComputerBER-PC
                          Security
                          -EventData

                           

                          lightroom.exe
                          6.3.0.10
                          564260ef
                          unknown
                          0.0.0.0
                          00000000
                          c0000005
                          0000000000000000
                          385c
                          01d1496b9bc7f59b
                          C:\Program Files\Adobe\Adobe Lightroom\lightroom.exe
                          unknown
                          e790b206-ab22-4085-a231-f92df77931ef
                          • 10. Re: mov file crashes Lightroom CC
                            Mrinmay Majhi Adobe Employee

                            Please follow the steps provided in the below link.

                            Error "Sequencer defunct" when using video file related functions

                             

                            Let me know if this helps.

                             

                             

                            ~Mrinmay

                            • 11. Re: mov file crashes Lightroom CC
                              Exactwp Level 1

                              I performed the steps request 1/12/16 @ 10:43 AM with no change in the performance. The .mov files still crash.

                              • 12. Re: mov file crashes Lightroom CC
                                Exactwp Level 1

                                I was using an Intel CPU Core i7-2600K with on on-board GPU. With the latest video driver, LR would crash with .mov files (although there was no problems with those files in any other applications, including Adobe Bridge).

                                 

                                I have switched to a stand alone graphics card (an Asus GEForce board) and the problem has been resolved for me. I do not understand why LR crashes with the Intel GPU.

                                • 13. Re: mov file crashes Lightroom CC
                                  KiriStar

                                  I have the identical issue. My error log is:

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

                                  Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

                                  Exception code: 0xc0000005

                                  Fault offset: 0x0000000000000000

                                  Faulting process id: 0xf60

                                  Faulting application start time: 0x01d19801242a3f0f

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

                                  Faulting module path: unknown

                                  Report Id: 3aa035e1-d65a-4f3b-bfc0-8917548cb0d9

                                  Faulting package full name:

                                  Faulting package-relative application ID: