6 Replies Latest reply on Mar 14, 2016 6:22 PM by love4photos

    Lightroom won't launch

    love4photos

      I just bought Lightroom 6 today and after installing the program it then failed to launch.  A message comes up that says Adobe Photoshop Lightroom has stopped working and then closes the program.  What can I do to be able to launch this program that I just purchased?

        • 1. Re: Lightroom won't launch
          Chetna Srivastava Adobe Employee

          Hi love4photos,

           

          Could you please share event viewer crash report so that we can get to know the cause of the crash?
          Refer this article : Photoshop Elements Editor Help | How to Find Crash Logs on Windows

           

          Regards,

          Chetna

          • 2. Re: Lightroom won't launch
            love4photos Level 1

            Here is the crash report:

            Log Name: Application

            Source: Application Error

            Date: 3/14/2016 6:09:17 PM

            Event ID: 1000

            Task Category: (100)

            Level: Error

            Keywords: Classic

            User: N/A

            Computer: OHareFamily

            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: 0x94c

            Faulting application start time: 0x01d17e4ee643b287

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

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

            Report Id: 073f1eed-e43d-48f2-9f49-442fcb6ca04e

            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="2016-03-15T00:09:17.991051500Z" />

              <EventRecordID>5602</EventRecordID>

              <Channel>Application</Channel>

              <Computer>OHareFamily</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>94c</Data>

              <Data>01d17e4ee643b287</Data>

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

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

              <Data>073f1eed-e43d-48f2-9f49-442fcb6ca04e</Data>

              <Data>

              </Data>

              <Data>

              </Data>

              </EventData>

            </Event>

            • 3. Re: Lightroom won't launch
              Chetna Srivastava Adobe Employee

              Thanks for sharing the logs.

              Cause of the crash is "ig7icd64.dll" which is a graphics card drivers dll file.

               

              You need to update your graphics card drivers.

              • 4. Re: Lightroom won't launch
                love4photos Level 1

                Thank you! How do I go about updating my graphics card drivers?

                • 5. Re: Lightroom won't launch
                  love4photos Level 1

                  I found the graphics card drivers and when I clicked on update driver software, it said the best driver software for your device is already installed.   Intel (R) HD Graphics

                  • 6. Re: Lightroom won't launch
                    love4photos Level 1

                    I fixed it.  I renamed ig7icd64.dll to ig7icd64_old.dll and now it seems to work. Thank you