8 Replies Latest reply on Jun 2, 2016 5:55 PM by Mohit Goyal

    Lightroom 2015.5.1 Windows 10 Crashes even with Graphic Processor disabled

    countrybiker

      I am at a loss - importing, develop module, edit with HDR - It crashes disabling graphic processor not solving issue.  I am using Windows 10 with an i5 CPU 4GB Mem

       

      Any ideas?

        • 1. Re: Lightroom 2015.5.1 Windows 10 Crashes even with Graphic Processor disabled
          Mohit Goyal Adobe Employee (Admin)

          Hi countrybiker,

           

          Please help us with the crash log.

           

          Refer the below link for finding crash log in Windows.

          Photoshop Elements Editor Help | How to Find Crash Logs on Windows

           

          Regards,

          Mohit

          • 2. Re: Lightroom 2015.5.1 Windows 10 Crashes even with Graphic Processor disabled
            countrybiker Level 1

            I found no crash or error logs under applications.   I did find several under systems.  Including last night final one which was thermal.   It happened as I was waiting for Lightroom to make an HDR.  There was also an earlier system log error which I am including. 

            Log Name:  System
            Source:    Microsoft-Windows-Kernel-Power
            Date:      5/29/2016 11:04:57 PM
            Event ID:  86

            Task Category: (83)

            Level:     Error
            Keywords:  (32)
            User:      SYSTEM
            Computer:  Norm-PC

            Description:

            The system was shut down due to a critical thermal event.       
            Shutdown Time = ?2016?-?05?-?30T03:04:57.325036800Z       
            ACPI Thermal Zone = \_TZ.TZ00       

            _CRT = 376K

            Event Xml:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

            <Provider Name="Microsoft-Windows-Kernel-Power" Guid="{331C3B3A-2005-44C2-AC5E-77220C37D6B4}" />
            <EventID>86</EventID>
            <Version>0</Version>
            <Level>2</Level>
            <Task>83</Task>
            <Opcode>0</Opcode>
            <Keywords>0x8000000000000020</Keywords>
            <TimeCreated SystemTime="2016-05-30T03:04:57.327560800Z" />
            <EventRecordID>23853</EventRecordID>
            <Correlation />
            <Execution ProcessID="4" ThreadID="808" />
            <Channel>System</Channel>
            <Computer>Norm-PC</Computer>
            <Security UserID="S-1-5-18" />

              </System>

              <EventData>

            <Data Name="ThermalZoneDeviceInstanceLength">9</Data>
            <Data Name="ThermalZoneDeviceInstance">\_TZ.TZ00</Data>
            <Data Name="ShutdownTime">2016-05-30T03:04:57.325036800Z</Data>
            <Data Name="_CRT">376</Data>

              </EventData>

            </Event>

             

            Error    5/29/2016 11:04:57 PM    Kernel-Power    86    (83)

             

            Log Name:  System
            Source:    nvlddmkm
            Date:      5/29/2016 7:38:49 PM
            Event ID:  14

            Task Category: None

            Level:     Error
            Keywords:  Classic
            User:      N/A
            Computer:  Norm-PC

            Description:

            The description for Event ID 14 from source nvlddmkm cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

             

            If the event originated on another computer, the display information had to be saved with the event.

             

            The following information was included with the event:

             

            \Device\Video7

            CMDre 00000000 00000080 00000000 00000005 00000005

             

            Event Xml:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

            <Provider Name="nvlddmkm" />
            <EventID Qualifiers="49322">14</EventID>
            <Level>2</Level>
            <Task>0</Task>
            <Keywords>0x80000000000000</Keywords>
            <TimeCreated SystemTime="2016-05-29T23:38:49.722914600Z" />
            <EventRecordID>23583</EventRecordID>
            <Channel>System</Channel>
            <Computer>Norm-PC</Computer>
            <Security />

              </System>

              <EventData>

            <Data>\Device\Video7</Data>
            <Data>CMDre 00000000 00000080 00000000 00000005 00000005</Data>

            Error    5/29/2016 7:38:49 PM    nvlddmkm    14    None

            <Binary>0000000002003000000000000E00AAC0000000000000000000000000000000000000000000000000</ Binary>

              </EventData>

            </Event>

            • 3. Re: Lightroom 2015.5.1 Windows 10 Crashes even with Graphic Processor disabled
              Mohit Goyal Adobe Employee (Admin)

              Open Event Viewer >> Go to Windows Log >> Application, and check for the Red Exclamation marks.

               

              Regards,

              Mohit

              • 4. Re: Lightroom 2015.5.1 Windows 10 Crashes even with Graphic Processor disabled
                countrybiker Level 1

                Here are the only two error logs that I can find in the Application section - they do repeat

                 

                Log Name:  Application
                Source:    Microsoft-Windows-Immersive-Shell
                Date:      5/24/2016 10:08:14 PM
                Event ID:  5973

                Task Category: (5973)

                Level:     Error
                Keywords:
                User:      Norm-PC\Norm
                Computer:  Norm-PC

                Description:

                Log Name:  Application
                Source:    SideBySide
                Date:      5/31/2016 5:09:33 PM
                Event ID:  78

                Task Category: None

                Level:     Error
                Keywords:  Classic
                User:      N/A
                Computer:  Norm-PC

                Description:

                Activation context generation failed for "c:\program files (x86)\Adobe\adobe creative cloud\Utils\Creative Cloud Uninstaller.exe".Error in manifest or policy file "" on line . A component version required by the application conflicts with another component version already active. Conflicting components are:. Component 1: C:\WINDOWS\WinSxS\manifests\x86_microsoft.windows.common-controls_6595b64144ccf1df_6.0.10 240.16384_none_3bccb1ff6bcd1849.manifest. Component 2: C:\WINDOWS\WinSxS\manifests\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0. 10240.16384_none_f41f7b285750ef43.manifest.

                Event Xml:

                <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

                  <System>

                <Provider Name="SideBySide" />
                <EventID Qualifiers="49409">78</EventID>
                <Level>2</Level>
                <Task>0</Task>
                <Keywords>0x80000000000000</Keywords>
                <TimeCreated SystemTime="2016-05-31T21:09:33.000000000Z" />
                <EventRecordID>11560</EventRecordID>
                <Channel>Application</Channel>
                <Computer>Norm-PC</Computer>
                <Security />

                  </System>

                  <EventData>

                <Data>C:\WINDOWS\WinSxS\manifests\x86_microsoft.windows.common-controls_6595b64144ccf1df_6 .0.10240.16384_none_3bccb1ff6bcd1849.manifest</Data>
                <Data>C:\WINDOWS\WinSxS\manifests\amd64_microsoft.windows.common-controls_6595b64144ccf1df _6.0.10240.16384_none_f41f7b285750ef43.manifest</Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>c:\program files (x86)\Adobe\adobe creative cloud\Utils\Creative Cloud Uninstaller.exe</Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>
                <Data>
                </Data>

                  </EventData>

                </Event>

                 

                Log Name:  Application
                Source:    Microsoft-Windows-Immersive-Shell
                Date:      5/30/2016 1:25:14 PM
                Event ID:  5973

                Task Category: (5973)

                Level:     Error
                Keywords:
                User:      Norm-PC\Norm
                Computer:  Norm-PC

                Description:

                Activation of app Microsoft.Windows.Cortana_cw5n1h2txyewy!CortanaUI failed with error: The app didn't start. See the Microsoft-Windows-TWinUI/Operational log for additional information.

                Event Xml:

                <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

                  <System>

                <Provider Name="Microsoft-Windows-Immersive-Shell" Guid="{315A8872-923E-4EA2-9889-33CD4754BF64}" />
                <EventID>5973</EventID>
                <Version>0</Version>
                <Level>2</Level>
                <Task>5973</Task>
                <Opcode>0</Opcode>
                <Keywords>0x2000000000000000</Keywords>
                <TimeCreated SystemTime="2016-05-30T17:25:14.108768500Z" />
                <EventRecordID>11535</EventRecordID>
                <Correlation />
                <Execution ProcessID="3876" ThreadID="4260" />
                <Channel>Application</Channel>
                <Computer>Norm-PC</Computer>
                <Security UserID="S-1-5-21-1025616775-32965946-2427245248-1000" />

                  </System>

                  <EventData>

                <Data Name="AppId">Microsoft.Windows.Cortana_cw5n1h2txyewy!CortanaUI</Data>
                <Data Name="ErrorCode">-2144927141</Data>

                  </EventData>

                </Event>

                • 5. Re: Lightroom 2015.5.1 Windows 10 Crashes even with Graphic Processor disabled
                  Mohit Goyal Adobe Employee (Admin)

                  Please try and update the latest Graphics Card drivers from the manufacture website and I think its AMD.

                   

                   

                  Regards,

                  Mohit

                  • 6. Re: Lightroom 2015.5.1 Windows 10 Crashes even with Graphic Processor disabled
                    countrybiker Level 1

                    I have updated the drivers.   I also updated the memory and increased it to 8Gb  on the system and tested it.  I then ran Lightroom and attempted to merge 5 images using HDR.   Thanks to the increased memory it failed faster.   Left no error messages in either the system log or Application log.  Incidentally, I can use other high processing programs without any problem - photomatix for example.  Is there another avenue that I an possible get support maybe connect someone to see how it crashes.  I though Adobe was the best and now I'm second guessing the whole thing.

                    • 7. Re: Lightroom 2015.5.1 Windows 10 Crashes even with Graphic Processor disabled
                      countrybiker Level 1

                      Also, I am using a NVIDIA GeForce 310M Graphics Adapter

                      • 8. Re: Lightroom 2015.5.1 Windows 10 Crashes even with Graphic Processor disabled
                        Mohit Goyal Adobe Employee (Admin)

                        Please refer the below link to contact the support people.

                        Contact Customer Care

                         

                        Regards,

                        Mohit

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