5 Replies Latest reply on Jun 26, 2017 9:19 PM by Mohit Goyal

    MSI RX580 random crashes Lightroom CC(2015)

    arthur.yeung

      Hi All,

       

      I have recently purchased the MSI RX580 Gaming X 8GB and used it on an ASUS Z97 Pro Gamer board. General use and gaming use is absolutely fine. However, when I use the GPU processing on Lightroom CC (2015) on Windows 10. It keeps crashing. It does random crashes when I rate photos, edit photos in the develop module (could be any actions like cropping, apply presets, brushes), filter photos, could be anything. I have tried to use different version of drivers, roll back Lightroom patches, clean install Lightroom and all sort but without any luck. I had to switch back to use CPU then it runs absolutely fine.

       

      Any advice on how to find out the root cause and how to address is much appreciated.

       

      Many Thanks

        • 1. Re: MSI RX580 random crashes Lightroom CC(2015)
          Mohit Goyal Adobe Employee (Admin)

          Hi arthur.yeung,

           

          We need to check the crash log errors to find the root cause, can you please post the crash log error.

           

          How to find crash logs in Windows: Photoshop Elements Editor Help | How to Find Crash Logs on Windows

           

          Regards,

          Mohit

          • 2. Re: MSI RX580 random crashes Lightroom CC(2015)
            arthur.yeung Level 1

            Thanks Mohit,

             

            Here is the log report. I was in the develop module, and tried to filter the 1 star photos, then it crashed.

             

            Level,Date and Time,Source,Event ID,Task Category

            Error,25/06/2017 11:11:42,Application Error,1000,(100),"Faulting application name: lightroom.exe, version: 6.10.1.10, time stamp: 0x591f413f

            Faulting module name: ntdll.dll, version: 10.0.15063.0, time stamp: 0xb79b6ddb

            Exception code: 0xc0000374

            Fault offset: 0x00000000000f775f

            Faulting process ID: 0x61c

            Faulting application start time: 0x01d2ed99f23503e1

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

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

            Report ID: 031fcab8-d2ba-4404-ad58-ed0de3cbef03

            Faulting package full name:

            Faulting package-relative application ID: "

             

             

             

             

            - <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="2017-06-25T10:11:42.973196600Z" />

              <EventRecordID>2031</EventRecordID>

              <Channel>Application</Channel>

              <Computer>Computer</Computer>

              <Security />

              </System>

            - <EventData>

              <Data>lightroom.exe</Data>

              <Data>6.10.1.10</Data>

              <Data>591f413f</Data>

              <Data>ntdll.dll</Data>

              <Data>10.0.15063.0</Data>

              <Data>b79b6ddb</Data>

              <Data>c0000374</Data>

              <Data>00000000000f775f</Data>

              <Data>61c</Data>

              <Data>01d2ed99f23503e1</Data>

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

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

              <Data>031fcab8-d2ba-4404-ad58-ed0de3cbef03</Data>

              <Data />

              <Data />

              </EventData>

              </Event>

            • 3. Re: MSI RX580 random crashes Lightroom CC(2015)
              Mohit Goyal Adobe Employee (Admin)
              Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

               

               

              Well, the error is related to one of the operating system file. Plese create another user account with admin rights and try using the application there.

               

              Regards,

              Mohit

              • 4. Re: MSI RX580 random crashes Lightroom CC(2015)
                arthur.yeung Level 1

                I have created a brand new a/c with admin right. It still crashed with a different faulting module now. ati06axx.dll

                Thanks

                 

                 

                Faulting application name: lightroom.exe, version: 6.10.1.10, time stamp: 0x591f413f

                Faulting module name: atio6axx.dll, version: 22.19.157.3, time stamp: 0x58ebb9e6

                Exception code: 0xc0000005

                Fault offset: 0x0000000000f936e7

                Faulting process ID: 0x2e44

                Faulting application start time: 0x01d2eec074cbc057

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

                Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\c0313248.inf_amd64_aad49543f8f714a1\atio6a xx.dll

                Report ID: c57ee14c-227a-4de3-828d-e20357a53188

                Faulting package full name:

                Faulting package-relative application ID:

                 

                 

                - <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="2017-06-26T21:10:08.137979900Z" />

                  <EventRecordID>2705</EventRecordID>

                  <Channel>Application</Channel>

                  <Computer>Computer</Computer>

                  <Security />

                  </System>

                - <EventData>

                  <Data>lightroom.exe</Data>

                  <Data>6.10.1.10</Data>

                  <Data>591f413f</Data>

                  <Data>atio6axx.dll</Data>

                  <Data>22.19.157.3</Data>

                  <Data>58ebb9e6</Data>

                  <Data>c0000005</Data>

                  <Data>0000000000f936e7</Data>

                  <Data>2e44</Data>

                  <Data>01d2eec074cbc057</Data>

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

                  <Data>C:\WINDOWS\System32\DriverStore\FileRepository\c0313248.inf_amd64_aad49543f8f714a1\ atio6axx.dll</Data>

                  <Data>c57ee14c-227a-4de3-828d-e20357a53188</Data>

                  <Data />

                  <Data />

                  </EventData>

                  </Event>

                • 5. Re: MSI RX580 random crashes Lightroom CC(2015)
                  Mohit Goyal Adobe Employee (Admin)

                  I have created a brand new a/c with admin right. It still crashed with a different faulting module now. ati06axx.dll

                  Thanks

                  Well, this is related to the graphics card installed on your machine. If you already have the latest drivers installed on your machine then roll back the drivers to one or two version back from the manufacturer website and check if that helps.

                   

                  And, If not sure then update the latest driver software for the graphics card.

                   

                  Regards

                  Mohit