5 Replies Latest reply on Apr 10, 2018 6:55 AM by Mohit Goyal

    LR (7.3) crashes right after start

    smiLle Level 1

      I want to reference another thread:

      Lightroom Classic CC crash immediately after start

       

      As i mentioned in the thread above, the problem can be fixed by downgrading to LR 7.2.

      But I need a real solution here. I own a Sony A7iii and i need the profile in LR.

       

      I had the problem since LR 7.3. Right after i start LR i sometimes see the "help" dialog where LR is trying to start a small How-To and explains the new features for the new version. I can click this dialog boxes! However LR crashes independent of what i clicked. I can also wait a few seconds and it crashes. I disabled GPU support, but this was not a problem on older Version of LR ( < 7.3 ).

       

      Quote of myself from thread mentioned above:

      Todays morning i did format my hard drive and installed windows 10 again, so i am having a fresh w10 installation now. All i did was to install my nvidia drivers and google chrome. Right after that i downloaded Adobe CC and installed Lightroom.

      But unfortunately i still get the same Crash.

       

      I am also on W10 Pro N but with different language settings.

      I also disabled GPU. (having a NVIDIA GTX 970)

      I upgraded my Adobe CC licence two days ago (1 year licence).

      When I start the Adobe CC Client I receive a Windows Notification ( in the lower right corner ) to update my Adobe Profile/Products and ID. However, there is nothing to update when i visit the Adobe Website.

       

      <system platform="Windows 10 Pro N" osversion="10.0" osbuild="16299" applicationlanguage="en-us" userlanguage="en-DE" oslanguage="en-US" ram="16344" machine="Intel(R) Core(TM) i5-3570K CPU @ 3.40GHz" model="Intel64 Family 6 Model 58 Stepping 9" cpuCount="4" cpuType="8664" cpuFreq="3403 MHz"/>

      <crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x000000018000DB6E">

        • 1. Re: LR (7.3) crashes right after start
          Mohit Goyal Adobe Employee (Admin)

          Hi smiLle,

           

          We're really sorry for all the hassle caused you. Could you please share the crash logs with us? You can find the crash logs from the event viewer in Windows.

           

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

          You can share the screenshot of the crash logs in your next reply.

           

          Thanks,

          Mohit

          • 2. Re: LR (7.3) crashes right after start
            smiLle Level 1

            Hi Mohit Goyal,

             

            I downgraded to 7.2, i opened my catalog and started to edit some photos.

            Now I upgraded to 7.3 and i could continue to edit my photos or scroll through my library. However there was an Adobe Error Window open. After i clicked "Send error to Adobe" LR closed and the Error Window as well.
            Now when i open LR again i can no longer click anything in LR. The window is "locked" but the Adobe Error Window still appears.

             

             

             

            Unfortunately there is no "Application Error"adobe_error.gif

             

             

             

            But the Adobe Error Log Window shows the following Error:

            I think that adobe is catching the exception, so there is no log entry in event viewer

             

             

            <?xml version="1.0"?>

            <!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

            <crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Lightroom Classic" applicationVersion="7.3" build="[1164630]">

            <time year="2018" month="4" day="10" hour="14" minute="41" second="10"/>

            <user guid="e26c87ab-85b4-471b-a9ea-e4ba66ab6e16"/>

            <system platform="Windows 10 Pro N" osversion="10.0" osbuild="16299" applicationlanguage="en-us" userlanguage="en-DE" oslanguage="en-US" ram="16344" machine="Intel(R) Core(TM) i5-3570K CPU @ 3.40GHz" model="Intel64 Family 6 Model 58 Stepping 9" cpuCount="4" cpuType="8664" cpuFreq="3403 MHz"/>

            <crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x000000018000DB6E">

            <backtrace crashedThread="0">

            <thread index="0">

            <stackStatement index="0" address="0x000000018000DB6E" symbolname="RegKeyCU::~RegKeyCU"/>

            <stackStatement index="1" address="0x000000018000F745" symbolname="RegKeyCU::~RegKeyCU"/>

            <stackStatement index="2" address="0x00007FF8B72635AC" symbolname="lua_getstack"/>

            <stackStatement index="3" address="0x00007FF8B7282157" symbolname="luaopen_table"/>

            <stackStatement index="4" address="0x00007FF8B7264361" symbolname="lua_resume"/>

            <stackStatement index="5" address="0x00007FF8B7295CD2" symbolname="AgThrowProgramError"/>

            <stackStatement index="6" address="0x00007FF8B726440E" symbolname="lua_resume"/>

            <stackStatement index="7" address="0x00007FF8B7258223" symbolname="luaopen_base"/>

            <stackStatement index="8" address="0x00007FF8B72635AC" symbolname="lua_getstack"/>

            <stackStatement index="9" address="0x00007FF8B7282157" symbolname="luaopen_table"/>

            <stackStatement index="10" address="0x00007FF8B7264361" symbolname="lua_resume"/>

            <stackStatement index="11" address="0x00007FF8B7295CD2" symbolname="AgThrowProgramError"/>

            <stackStatement index="12" address="0x00007FF8B726440E" symbolname="lua_resume"/>

            <stackStatement index="13" address="0x00007FF8B7258223" symbolname="luaopen_base"/>

            <stackStatement index="14" address="0x00007FF8B72635AC" symbolname="lua_getstack"/>

            <stackStatement index="15" address="0x00007FF8B7264352" symbolname="lua_resume"/>

            <stackStatement index="16" address="0x00007FF8B72A01A7" symbolname="AgLua_callWithAutoReleasePool"/>

            <stackStatement index="17" address="0x00007FF8B72635AC" symbolname="lua_getstack"/>

            <stackStatement index="18" address="0x00007FF8B7282157" symbolname="luaopen_table"/>

            <stackStatement index="19" address="0x00007FF8B7264361" symbolname="lua_resume"/>

            <stackStatement index="20" address="0x00007FF8B7295CD2" symbolname="AgThrowProgramError"/>

            <stackStatement index="21" address="0x00007FF8B726440E" symbolname="lua_resume"/>

            <stackStatement index="22" address="0x00007FF8B7253A10" symbolname="lua_pcall"/>

            <stackStatement index="23" address="0x00007FF8B7314B32" symbolname="AgMainThreadAction_trigger"/>

            <stackStatement index="24" address="0x00007FF8C2F21FE4" symbolname="BaseThreadInitThunk"/>

            <stackStatement index="25" address="0x00007FF8C39DEF91" symbolname="RtlUserThreadStart"/>

            </thread>

            </backtrace>

            <registerSet>

            <register name="RAX" value="0x000000000000004A"/>

            <register name="RBX" value="0x00000000302C5158"/>

            <register name="RCX" value="0x0000000000000000"/>

            <register name="RDX" value="0x0000000000000000"/>

            <register name="RSI" value="0x0000000000000220"/>

            <register name="RDI" value="0x0000000030C96320"/>

            <register name="RSP" value="0x000000003275E380"/>

            <register name="RBP" value="0x0000000000000000"/>

            <register name="RIP" value="0x000000018000DB6E"/>

            <register name="EFL" value="0x0000000000010246"/>

            <register name="LastExceptionToRip" value="0x0000000000000000"/>

            <register name="LastExceptionFromRip" value="0x0000000000000000"/>

            </registerSet>

             

             

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            <binaryImage start="0x00007FF87ACD0000" end="0x00007FF87ACFD000" path="adobe\net_client.dll"/>

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            <binaryImage start="0x000000005D390000" end="0x000000005D486000" path="adobe\AXEDOMCore.dll"/>

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            <binaryImage start="0x000000005D2F0000" end="0x000000005D388000" path="msvcp100.dll"/>

            <binaryImage start="0x000000005D210000" end="0x000000005D2E2000" path="msvcr100.dll"/>

            <binaryImage start="0x00007FF8B0910000" end="0x00007FF8B0924000" path="mskeyprotect.dll"/>

            <binaryImage start="0x00007FF8BF7F0000" end="0x00007FF8BF816000" path="ncrypt.dll"/>

            <binaryImage start="0x00007FF8BF7B0000" end="0x00007FF8BF7E6000" path="ntasn1.dll"/>

            <binaryImage start="0x00007FF8B0FE0000" end="0x00007FF8B1001000" path="ncryptsslp.dll"/>

            <binaryImage start="0x00007FF8B05A0000" end="0x00007FF8B05CF000" path="cryptnet.dll"/>

            <binaryImage start="0x00007FF8B0310000" end="0x00007FF8B031E000" path="perfos.dll"/>

            <binaryImage start="0x00007FF8BAD90000" end="0x00007FF8BADC5000" path="xmllite.dll"/>

            <binaryImage start="0x00007FF8B1860000" end="0x00007FF8B1887000" path="cabinet.dll"/>

            </binaryImageSet>

            <dumpType>

            Mini

            </dumpType>

            </crash>

             

             

            </crashreport>

            • 3. Re: LR (7.3) crashes right after start
              Mohit Goyal Adobe Employee (Admin)

              Thanks for the information. We have checked the crash report which you have submitted to Adobe and we have identified this issue as a bug and our engineering team investigation a fix. In the meanwhile, you can roll back to Lightroom 7.2 version as a workaround for now and continue your work.

               

              We really appreciate your patience with us.

               

              Regards,

              Mohit

              • 4. Re: LR (7.3) crashes right after start
                smiLle Level 1

                Thank you for your help Mohit.

                 

                Can you tell how long it takes until a bugfix will be released? Or do you know how to add the Sony A7iii Profile into LR 7.2?

                 

                Anyways, i am glad i could help you guys identify the bug

                • 5. Re: LR (7.3) crashes right after start
                  Mohit Goyal Adobe Employee (Admin)

                  As of now, you can use the DNG converter to convert the Sony A7III raw files to .dng and use it with Lightroom 7.2

                  Download link: Adobe Digital Negative Converter

                   

                  Regards,

                  Mohit