7 Replies Latest reply on Jul 10, 2018 7:24 AM by cmgap

    LR Classic keeps crashing; where is the Adobe support?

    Ron in IL Level 1

      I can't seem to get any help from Adobe.  Lightroom started crashing on me yesterday.  I updated it this morning, but it continues to crash about 30 seconds after I open it.  I don't understand why I can't get any support from Adobe.  I'm paying them for their products, their product is currently failing me, and I need some freakin' help.  I can't stay down.  I need to use LR. 

       

      How do you contact Adobe?

        • 1. Re: LR Classic keeps crashing; where is the Adobe support?
          dj_paige Level 10

          We are other Lightroom users in this forum. We can't answer your questions about Adobe Support.

           

          Perhaps we could help if you described the problem in detail.

          • 2. Re: LR Classic keeps crashing; where is the Adobe support?
            Ron in IL Level 1

            Not sure how to describe in detail other than to say that I open it, and and 30-40 seconds later, it crashes.  It's very consistent on the time.  I have uninstalled, and reinstalled, shut down my computer, started it back up.  I've been using LR for a lot of years, don't remember it ever doing anything like this.   I have a photography studio with multiple computers.  On my other computer right next to me, it's running fine.

             

            All other programs are running fine, and I'm currently working off an older version of LR.  But the latest version of LR Classis is smoky fast compared to this older version.  Sucks.

             

            I don't understand why I can't just contact Adobe so they can help me with this.  Makes no sense to me that I can't have support.

            • 3. Re: LR Classic keeps crashing; where is the Adobe support?
              dj_paige Level 10

              What version of Lightroom? We need the version NUMBER and not words like "Latest".

               

              What version of your Operating System?

               

              Are there any error messages? If so, please quote the exact word-for-word error message.

              • 4. Re: LR Classic keeps crashing; where is the Adobe support?
                Ron in IL Level 1

                Operating system:  MacOS High Sierra Version 10.13.2

                 

                LR (latest version):  7.4

                 

                Here's some of the verbiage on the crash report:

                 

                Process:               Adobe Lightroom Classic [7329]

                Path:                  /Applications/Adobe Lightroom Classic CC/Adobe Lightroom Classic CC.app/Contents/MacOS/Adobe Lightroom Classic

                Identifier:            Adobe Lightroom Classic

                Version:               Adobe Lightroom Classic [1176617] (7.4)

                Code Type:             X86-64 (Native)

                Parent Process:        ??? [1]

                Responsible:           Adobe Lightroom Classic [7329]

                User ID:               502

                 

                 

                Date/Time:             2018-07-10 08:21:14.148 -0500

                OS Version:            Mac OS X 10.13.2 (17C88)

                Report Version:        12

                Anonymous UUID:        7D15CE96-4534-FB1A-7B2A-8BAD33AF69B5

                 

                 

                 

                 

                Time Awake Since Boot: 43000 seconds

                 

                 

                System Integrity Protection: enabled

                 

                 

                Crashed Thread:        17  Preview Server

                 

                 

                Exception Type:        EXC_BAD_ACCESS (SIGBUS)

                Exception Codes:       KERN_MEMORY_ERROR at 0x0000000197b88000

                Exception Note:        EXC_CORPSE_NOTIFY

                 

                 

                Termination Signal:    Bus error: 10

                Termination Reason:    Namespace SIGNAL, Code 0xa

                Terminating Process:   exc handler [0]

                 

                 

                VM Regions Near 0x197b88000:

                    mapped file            000000016672e000-000000016b2b6000 [ 75.5M] r--/rwx SM=PRV  Object_id=4ba1ab31

                --> mapped file            000000016b2b6000-00000001ab2b6000 [  1.0G] r--/rwx SM=PRV  Object_id=4d5c6931

                    MALLOC metadata        00000001ab2b6000-00000001ab2b7000 [    4K] rw-/rwx SM=PRV 

                • 5. Re: LR Classic keeps crashing; where is the Adobe support?
                  Bob Somrak Level 6

                  You could try updating your OS the the latest version 10.13.6.  The early High Sierra versions were pretty buggy.

                  • 6. Re: LR Classic keeps crashing; where is the Adobe support?
                    shannonr24899290 Level 1

                    I'm having the same issue. I've spent the last hour troubleshooting the software, my computer, the alignment of the stars - nothing - still crashes. I noticed awhile ago that my presets weren't being saved so I opened preferences to select the option to "save presets to this catalog" - clicking that box makes the program crash. Agree with you that not being able to contact support directly is ridiculous - I have clients waiting for me to get this work done. Grr.

                    • 7. Re: LR Classic keeps crashing; where is the Adobe support?
                      cmgap Adobe Community Professional

                      You can contact Adobe for support. Here's how:

                       

                      Contact Customer Care

                      and here is their phone number: 1 (800) 833-6687

                       

                      You will need to sign in and follow the prompts to get to the right team.

                       

                      ---

                      How many activations do you have? If you go into Manage my account and check the number of devices you have Lr activate on that may be helpful. You can only have it on two computers. If you've got a 3rd device you won't be able to run Lr without deactivating it on another device.