10 Replies Latest reply on Jan 15, 2017 1:34 AM by wobertc

    Lightroom CC crashes my Windows 10 PC

    Bonny Rais Level 1

      Hi there,

       

       

      I am trialing Lightroom CC and unfortunately it crashes my PC almost every time I use it. It may take 2 minutes

      or 10, but almost without fail, it locks the computer so hard, I have to use the reset button to reboot it.

       

       

      I have seen several similar threads and the common advice is that the computer has a driver/hardware issue.

      I do not believe this to be the case for several reasons:

          1. Previous versions of Lightroom/Photoshop are running without an issue

          2. I am regularly running heavy software suites on the computer without issue (database servers, VMWare with > 5 VMs running  

              concurrently, development software, etc)

          3. I have checked my PC for memory issues with memtest86+ and the hardware using PassMark and Intel utilities.

       

       

      The crashes occur in Develop mode. They may happen after 2 minutes or 10, but almost without fail

      the PC will freeze and the only way to regain control is to reboot it. So, the mouse stops moving,

      keyboard does not do anything, the display stops updating (I've got some apps that are open on a second

      monitor with continuously updating content)

       

       

      I have up to date drivers for all my hardware as best as I can tell (system info is pasted below).

      GPU accelaration is turned off.

       

      I've got two monitors, one is 4K and the other is HD

       

       

      Does anyone know of other possible remedies to this problem?

       

       

       

      Cheers,

       

       

      B

       

       

      ======= SYSTEM INFO =======

       

       

      Lightroom version: CC 2015.8 [ 1099473 ]

      License: Trial

      Operating system: Windows 10

      Version: 10.0

      Application architecture: x64

      System architecture: x64

      Logical processor count: 8

      Processor speed: 3.5 GHz

      Built-in memory: 32701.8 MB

      Real memory available to Lightroom: 32701.8 MB

      Real memory used by Lightroom: 1105.3 MB (3.3%)

      Virtual memory used by Lightroom: 1101.6 MB

      Memory cache size: 1069.6 MB

      Maximum thread count used by Camera Raw: 8

      Camera Raw SIMD optimization: SSE2,AVX,AVX2

      System DPI setting: 144 DPI (high DPI mode)

      Desktop composition enabled: Yes

      Displays: 1) 1680x1050, 2) 3840x2160

      Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No

       

       

      Graphics Processor Info:

      AMD Radeon R9 200 Series

       

       

      Check OpenGL support: Passed

      Vendor: ATI Technologies Inc.

      Version: 3.3.13464 Core Profile Context 21.19.384.0

      Renderer: AMD Radeon R9 200 Series

      LanguageVersion: 4.50

       

       

       

       

      Application folder: C:\Program Files\Adobe\Adobe Lightroom

      Library Path: W:\...\xxx.lrcat

      Settings Folder: C:\Users\bonny\AppData\Roaming\Adobe\Lightroom

       

       

      Installed Plugins:

      1) Canon Tether Plugin

      2) Facebook

      3) Flickr

      4) HDR Efex Pro 2

      5) Leica Tether Plugin

      6) LRT Export 4

      7) Nikon Tether Plugin

       

       

      Config.lua flags: None

       

       

      Adapter #1: Vendor : 1002

          Device : 6810

          Subsystem : 4641043

          Revision : 0

          Video Memory : 2029

      Adapter #2: Vendor : 1414

          Device : 8c

          Subsystem : 0

          Revision : 0

          Video Memory : 0

      AudioDeviceIOBlockSize: 1024

      AudioDeviceName: 1 - PA329 (AMD High Definition Audio Device)

      AudioDeviceNumberOfChannels: 2

      AudioDeviceSampleRate: 48000

      Build: LR5x4

      Direct2DEnabled: false

       

       

       

       

       

       

      ======= RADEON related info =====

       

       

      Radeon Software Version - 16.12.1

      Radeon Software Edition - Crimson ReLive

       

       

      Radeon Settings Version - 2016.1204.1136.20853

      Driver Packaging Version - 16.50.2001-161204a-309270C

      Provider - Advanced Micro Devices, Inc.

      2D Driver Version - 8.1.1.1583

      Direct3D® Version - 9.14.10.01235

      OpenGL® Version - 6.14.10.13464

      OpenCL™ Version - 21.19.384.0

      AMD Mantle Version - 9.1.10.0165

      AMD Mantle API Version - 102400

      AMD Audio Driver Version - 10.0.1.0

      Vulkan™ Driver Version - 1.4.1

      Vulkan™ API Version - 1.0.30

        • 1. Re: Lightroom CC crashes my Windows 10 PC
          dj_paige Level 9

          Computer crashes happen because you have a bad/corrupted/out-of-date video driver, or you have a hardware malfunction.

           

          Update the video driver to the latest version. If that doesn't work, run diagnostics on all of your hardware, and be sure to check that the fans haven't malfunctioned.

          • 2. Re: Lightroom CC crashes my Windows 10 PC
            Bonny Rais Level 1

            Hi there,

             

            In my searches, your replies to similar questions appear regularly. Thanks for attempting to help!

             

            However, as you may have seen in my post above, I have the most up to date video drivers and the

            utilities I mentioned above did not find any hardware error so far.

            In fact, this is why I have posted here after I searched - I've followed the recommendations
            to no avail.

             

            Any  other potential causes?

             

            Cheers,

             

            B

            • 3. Re: Lightroom CC crashes my Windows 10 PC
              wobertc Adobe Community Professional

              After a 'crash'- Have you looked at Windows Event Viewer to determine what might be causing the crash?

               

              Windows Administrative Tools > Event Viewer

              Open the folder tree for Windows Logs > System:  and look in the list for error messages with details in the lower central panel.

               

              As per DJ.. above, it will most likely be a graphics driver problem (as it was in my own personal experience)

              • 4. Re: Lightroom CC crashes my Windows 10 PC
                dj_paige Level 9

                Drivers can become corrupted. Reinstall the latest driver.

                 

                Fans can fail and not show up when you try to use certain utility programs to check your hardware.

                • 5. Re: Lightroom CC crashes my Windows 10 PC
                  Bonny Rais Level 1

                  dj_paige, with all due respect, have you other, more meaningful suggestion?

                   

                  You're making assumptions about what I have reported and tried which are incorrect but you keep the same

                  messaging, which is not helpful.

                  I have updated my drivers and ran the hardware testing utilities already. I am running the latest drivers.

                  I have performed clean install of the video driver without improvement

                   

                  You have ignored my reasoning in my original post without considering whether it may indicate to you
                  that I have stressed my PC and continue to do so on a regular basis with other types of software that frequently
                  make use of all the memory and all the CPU and all of the disk I/O on my system - all of that without making the machine fail.

                  I am using and have used other bits of software that make use of the video driver to various extents including other (older)
                  Adobe software - all of which never caused the machine to fail.

                   

                  In all occasions of this freeze conditions, the CPU, ahead of the freeze is not maxed out, nor is the memory and nor is the disk.

                   

                  Is there anyway to capture what Lightroom is doing (an event/debug/trace log) which can provide more

                  information to allow troubleshooting?

                   

                   

                  Cheers,

                   

                  B

                  • 6. Re: Lightroom CC crashes my Windows 10 PC
                    Bonny Rais Level 1

                    wobertc,

                     

                    I have checked the event log as per your suggestion, but could see nothing in there that would shed some light.

                    There are errors in the log once the machine boots up, complaining about the unexpected reboot (this
                    is to be expected).

                     

                     

                    Also note that based on the kind of lock up - I cannot see how events are going to be written to the log - the PC

                    is completely non responsive, the screen is frozen (but no BSOD) and will stay like this until I hit the reset button

                    or hold the power button for 4 seconds.

                     

                    Regarding the video driver, I can only rely on AMD and have to trust them with providing me with a good driver,
                    and when I install the latest, I assume it has been tested and in fact no other application is exhibiting this behaviour on my PC.

                    Just saying it's a driver problem without also pointing out versions of drivers known to be bad/good means I cannot
                    tell whether indeed my driver is the issue or not.

                     

                     

                    Cheers,


                    B

                    • 7. Re: Lightroom CC crashes my Windows 10 PC
                      cmgap Adobe Community Professional

                      There could be several issues causing this problem. How long is the free trial? What other version of Lightroom do you have on your system? Why do you have all of those plugins in a trial version? Can you remove the plugins and give it a try again?

                      1 person found this helpful
                      • 8. Re: Lightroom CC crashes my Windows 10 PC
                        wobertc Adobe Community Professional

                        how events are going to be written to the log

                        As another user I don't have this knowledge.  When my laptop crashed with Lr  it was always in the Develop module using tools like brush, and the screen would go to BSOD.  I was able to read event logs and was able to determine it was graphics drivers causing the problem. The faulting modules were always named like  nvxxxx.dll  indicating the nVidia card.

                        And the 'latest' drivers are not always the best (and no one can give really answer this). The latest drivers for my Windows-10 desktop from nVidia are now blacking out my screen occasionally! Something I am going to need to fix.

                        ScreenShot047.jpg

                         

                        In this thread there is no mention of changing Lr Preferences to turn off the GPU -I assume you have tried that also.

                        ScreenShot048.jpg

                        After a lockup- how long do you wait before re-starting? There are some functions in Lr (Face searching, auto-writing xmp) that take up much time and can cause the "Not Responding" message.

                        1 person found this helpful
                        • 9. Re: Lightroom CC crashes my Windows 10 PC
                          Bonny Rais Level 1

                          HI wobertc,

                           

                          Thanks for the added information!

                           

                          Unfortunately for me, when the crash occurs (always in Develop mode, of course), there are no events in the log prior to the reset:

                          THe highlighted error is shown at 18:58:26, and is the kernel notifying that the machine had started
                          after what looks like a crash. As you can see, any warning or error prior to that is from around 50 minutes
                          earlier for unrelated event (the LR session before the crash lasted all of 10 minutes or so).

                           

                          I think you're on to something regarding the video driver version - perhaps the latest is not the best and perhaps
                          the right question to ask is what version of driver (AMD RADEON in my case) is known to work and try that version!

                           

                           

                          I have also tried with GPU on/off several times, including ensuring the preferences file has the right value for the
                          option (useAuthBahn=True or useAuthBahn=False) to no avail.

                           

                          I am running out of trial time and will have to evaluate whether I continue down this path...

                           

                          Thanks for your help!

                           

                          Cheers,

                           

                          B

                          • 10. Re: Lightroom CC crashes my Windows 10 PC
                            wobertc Adobe Community Professional

                            A thought-  Faults in computer power supply can cause shut-downs.

                            1 person found this helpful