22 Replies Latest reply on Dec 2, 2018 10:24 AM by lambert_h

    Lightroom Classic CC Crashes constantly at startup

    tomk3719107 Level 1

      Whilst importing images yesterday LR crashed.  When I restarted it, it crashed again before it finished loading - crash dialogue on top of the splash screen.  It now does this every time - Game Over.  This is the dump data:

       

      <crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Lightroom Classic" applicationVersion="7.4" build="[1176617]">

      <time year="2018" month="8" day="10" hour="16" minute="31" second="26"/>

      <user guid="6f6fe6a7-2a31-4214-8cc7-6539a0a60393"/>

      <system platform="Windows 7 Ultimate" osversion="6.1" osbuild="7601" applicationlanguage="en-us" userlanguage="en-GB" oslanguage="en-GB" ram="16327" machine="Intel(R) Core(TM) i5-4690K CPU @ 3.50GHz" model="Intel64 Family 6 Model 60 Stepping 3" cpuCount="4" cpuType="8664" cpuFreq="3570 MHz"/>

      <crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x000007FEDFD2B32F">

      <backtrace crashedThread="0">

      <thread index="0">

      <stackStatement index="0" address="0x000007FEDFD2B32F" symbolname="unknown"/>

      <stackStatement index="1" address="0x000007FEDFD2B49C" symbolname="unknown"/>

      <stackStatement index="2" address="0x000007FEDFD2870C" symbolname="unknown"/>

      <stackStatement index="3" address="0x000007FEDFD28C75" symbolname="unknown"/>

      <stackStatement index="4" address="0x000007FEDFD29406" symbolname="unknown"/>

      <stackStatement index="5" address="0x000007FEDFD2BD6F" symbolname="GetNGLDeviceIdentifierForOSUser"/>

      <stackStatement index="6" address="0x000007FEE240DA3E" symbolname="IMS_storeDeviceTokenAndUserProfileEx"/>

      <stackStatement index="7" address="0x000007FEE240A5E8" symbolname="IMS_storeDeviceTokenAndUserProfileEx"/>

      <stackStatement index="8" address="0x000007FEE2415B31" symbolname="IMS_storeDeviceTokenAndUserProfileEx"/>

      <stackStatement index="9" address="0x000007FEE2400B0F" symbolname="IMS_fetchAccessToken"/>

      <stackStatement index="10" address="0x00000001401210A0" symbolname="registerAgCreativeCloudUtils"/>

      <stackStatement index="11" address="0x000007FEE81F35AC" symbolname="lua_getstack"/>

      <stackStatement index="12" address="0x000007FEE82121BA" symbolname="luaopen_table"/>

      <stackStatement index="13" address="0x000007FEE81F4361" symbolname="lua_resume"/>

      <stackStatement index="14" address="0x000007FEE8225CD2" symbolname="AgThrowProgramError"/>

      <stackStatement index="15" address="0x000007FEE81F440E" symbolname="lua_resume"/>

      <stackStatement index="16" address="0x000007FEE81E8223" symbolname="luaopen_base"/>

      <stackStatement index="17" address="0x000007FEE81F35AC" symbolname="lua_getstack"/>

      <stackStatement index="18" address="0x000007FEE8212157" symbolname="luaopen_table"/>

      <stackStatement index="19" address="0x000007FEE81F4361" symbolname="lua_resume"/>

      <stackStatement index="20" address="0x000007FEE81E3A86" symbolname="lua_call"/>

      <stackStatement index="21" address="0x0000000140125F85" symbolname="GetAppInstance"/>

      <stackStatement index="22" address="0x000007FEE7A4AF50" symbolname="unknown"/>

      <stackStatement index="23" address="0x000000014011F223" symbolname="AgViewWin32Window::`default constructor closure&#39;"/>

      <stackStatement index="24" address="0x0000000077AC59CD" symbolname="BaseThreadInitThunk"/>

      <stackStatement index="25" address="0x0000000077BFA561" symbolname="RtlUserThreadStart"/>

       

      So far, I've tried all the following, but with no luck:

       

      - Uninstalled and re-installed LR

      - Forced GPU acceleration off by setting useAutoBahn = false in  "Lightroom Classic CC Preferences.agprefs"

      - Booted Windows into Safe Mode before running app

      - Tried opening multiple catalogs

      - Created a new catalog

       

      I then tried running LR from another account on the computer - and this works!  Both accounts have admin privileges.

       

      But - this is NOT a suitable solution since I have lots of files under the original user account (from which I've been running LR for 5 years or more!).

       

      I'm guessing that it's something going wrong in "GetNGLDeviceIdentifierForOSUser".

       

       

      HELP!!!

        • 1. Re: Lightroom Classic CC Crashes constantly at startup
          Sahil.Chawla Adobe Employee

          Hi Tomk,

           

          We're sorry to hear about Lightroom crashing, as Lightroom works find on the other account the issue might be related to permissions.

           

           

          Could you please try the steps mentioned on this article and let us know how it goes? Solutions to Adobe Lightroom Lightroom user permission issues on launch

           

          Regards,
          Sahil

          1 person found this helpful
          • 2. Re: Lightroom Classic CC Crashes constantly at startup
            tomk3719107 Level 1

            Thank you for replying Sahil.  That link you provided is for Mac, but I'm running Windows.  I did in any case force all the files in AppData to be readable, but it didn't work.  Any more ideas?

            • 3. Re: Lightroom Classic CC Crashes constantly at startup
              tomk3719107 Level 1

              Could someone at Adobe take a look at the crash report and see if you can tell me what the code is trying to do?  It might give some hint as to what's not working.

              • 4. Re: Lightroom Classic CC Crashes constantly at startup
                Sahil.Chawla Adobe Employee

                Could you please try the steps below and let us know if it helps?

                 

                Perform this procedure, once each for the following folders:

                 

                C:\Program Files\Adobe
                C:\Program Files (x86)\Adobe
                C:\ProgramData\Adobe
                C:\Users\<user>\AppData\Roaming\Adobe

                 

                Open the File Explorer window. Click the View tab, and then select Hidden items.
                Navigate to the folder using the paths given above.
                In File Explorer, right-click the folder and choose Properties.
                Click the Security tab, and then click Edit to set permissions.
                In the Permissions dialog, select your user name.
                In the Permissions area, deselect the Deny checkbox. Click OK twice.
                Launch Lightroom.
                Regards,
                Sahil

                 

                • 5. Re: Lightroom Classic CC Crashes constantly at startup
                  tomk3719107 Level 1

                  Hi Sahil - tried all that.  Still crashing.  I also did the long-overdue upgrade to Win 10 - still same crash!

                  • 6. Re: Lightroom Classic CC Crashes constantly at startup
                    tomk3719107 Level 1

                    I also deleted all the Adobe directories in AppData (using Safe Mode) and relaunched.  Directories were re-created when I started LR (or perhaps by CC app) but I'm still getting the crash.  Can you ask the engineering team to look at the crash dump ?  It should give us a clue as to where the problem is.

                     

                    Thanks!

                    • 7. Re: Lightroom Classic CC Crashes constantly at startup
                      Axel Matt Adobe Community Professional

                      Create a new user account in Windows with Administrator rights and check if Lightroom runs under this account. It's possible that the user profile of the current user has a fault.

                      • 8. Re: Lightroom Classic CC Crashes constantly at startup
                        tomk3719107 Level 1

                        Thanks - yes, that works - but I have so much stuff under the original user!  Do you know what sort of user account fault can cause this?  It's odd since I made no changes to my user account to provoke this:

                         

                        1) I loaded LR - it was fine

                        2) I started to import some photographs and LR crashed

                        3) I tried to restart LR and it crashed - and has done repeatedly since.

                         

                        Between steps (2) and (3) I didn't log out or change any user account details.

                        • 9. Re: Lightroom Classic CC Crashes constantly at startup
                          tomk3719107 Level 1

                          Arghh - this just got worse.  My new user account made LR work OK, until I signed in with Creative Cloud.  As soon as I did that, LR (which was running quite happily in the background) crashed with the same error.  Please can anyone help???

                          • 10. Re: Lightroom Classic CC Crashes constantly at startup
                            Jao vdL Adobe Community Professional & MVP

                            Did you sign in inside lightroom Classic to make it Sync or in the creative cloud app?

                            • 11. Re: Lightroom Classic CC Crashes constantly at startup
                              tomk3719107 Level 1

                              In the Creative cloud app.

                               

                              Actually - it's getting even worse now.  I did a complete Adobe re-install using the Cleaner Tool and now on my original account when I start LR I get a pop-up saying "assertion failed" and then a new crash dump:

                               

                              <!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

                              <crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Lightroom Classic" applicationVersion="7.4" build="[1176617]">

                              <time year="2018" month="8" day="12" hour="9" minute="13" second="59"/>

                              <user guid="6f6fe6a7-2a31-4214-8cc7-6539a0a60393"/>

                              <system platform="Windows 10 Pro" osversion="10.0" osbuild="17134" applicationlanguage="en-us" userlanguage="en-GB" oslanguage="en-GB" ram="16327" machine="Intel(R) Core(TM) i5-4690K CPU @ 3.50GHz" model="Intel64 Family 6 Model 60 Stepping 3" cpuCount="4" cpuType="8664" cpuFreq="3570 MHz"/>

                              <crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFC292DA411">

                              <backtrace crashedThread="0">

                              <thread index="0">

                              <stackStatement index="0" address="0x00007FFC292DA411" symbolname="AgDocumentView::CreatePanels"/>

                              <stackStatement index="1" address="0x00007FFC292DA0F9" symbolname="AgDocumentView::Create"/>

                              <stackStatement index="2" address="0x00007FFC24C41F40" symbolname="unknown"/>

                              <stackStatement index="3" address="0x00007FFC24C41FB0" symbolname="unknown"/>

                              <stackStatement index="4" address="0x00007FFC24C42029" symbolname="unknown"/>

                              <stackStatement index="5" address="0x00007FFC24C30140" symbolname="unknown"/>

                              <stackStatement index="6" address="0x00007FFC24C2FCCE" symbolname="unknown"/>

                              <stackStatement index="7" address="0x00007FFC24C2CF6C" symbolname="unknown"/>

                              <stackStatement index="8" address="0x00007FFC24C2D344" symbolname="unknown"/>

                              <stackStatement index="9" address="0x00007FFC24ABD471" symbolname="unknown"/>

                              <stackStatement index="10" address="0x00007FFC69F26CC1" symbolname="CallWindowProcW"/>

                              <stackStatement index="11" address="0x00007FFC69F2699C" symbolname="CallWindowProcW"/>

                              <stackStatement index="12" address="0x00007FFC69F34299" symbolname="QueryDisplayConfig"/>

                              <stackStatement index="13" address="0x00007FFC6A79DBC4" symbolname="KiUserCallbackDispatcher"/>

                              <stackStatement index="14" address="0x00007FFC67981F04" symbolname="NtUserCreateWindowEx"/>

                              <stackStatement index="15" address="0x00007FFC69F150D7" symbolname="CreateWindowExW"/>

                              <stackStatement index="16" address="0x00007FFC69F14961" symbolname="CreateWindowExW"/>

                              <stackStatement index="17" address="0x00007FFC69F14792" symbolname="CreateWindowExW"/>

                              <stackStatement index="18" address="0x00007FFC24C36F3C" symbolname="unknown"/>

                              <stackStatement index="19" address="0x00007FFC24C2DA8B" symbolname="unknown"/>

                              <stackStatement index="20" address="0x00007FFC24C41E77" symbolname="unknown"/>

                              <stackStatement index="21" address="0x00007FFC2934A925" symbolname="AgViewWinMainFrame::Create"/>

                              <stackStatement index="22" address="0x00007FFC24C4227C" symbolname="unknown"/>

                              <stackStatement index="23" address="0x00007FFC24BC0FA1" symbolname="unknown"/>

                              <stackStatement index="24" address="0x00007FFC24BC0519" symbolname="unknown"/>

                              <stackStatement index="25" address="0x00007FFC24BBF6D4" symbolname="unknown"/>

                              <stackStatement index="26" address="0x00007FFC24B61D4D" symbolname="unknown"/>

                              <stackStatement index="27" address="0x00007FFC24B63494" symbolname="unknown"/>

                              <stackStatement index="28" address="0x00000001401247E6" symbolname="GetAppInstance"/>

                              <stackStatement index="29" address="0x0000000140125ECF" symbolname="GetAppInstance"/>

                              <stackStatement index="30" address="0x00007FFC24C4AF50" symbolname="unknown"/>

                              <stackStatement index="31" address="0x000000014011F223" symbolname="AgViewWin32Window::`default constructor closure&#39;"/>

                              <stackStatement index="32" address="0x00007FFC6A483034" symbolname="BaseThreadInitThunk"/>

                              <stackStatement index="33" address="0x00007FFC6A771431" symbolname="RtlUserThreadStart"/>

                              </thread>

                              </backtrace>

                              ...

                               

                              I'm really in a mess!

                              • 12. Re: Lightroom Classic CC Crashes constantly at startup
                                tomk3719107 Level 1

                                Using Creative Cloud.  That's what's odd - it's a separate app but when I logged in, LR crashed without me interacting with it at all.

                                • 13. Re: Lightroom Classic CC Crashes constantly at startup
                                  tomk3719107 Level 1

                                  Really at my wits end now.  I just did this:

                                   

                                  - Removed all Adobe products - using the CC Cleaner Tool

                                  - Removed all Adobe entries in Program Files, Program Files(x86) and ProgramData

                                  - Searched registry for any keys with "Adobe" in them and deleted them

                                  - Created a trial account in Adobe Creative Cloud

                                  - Created a new admin account on the PC

                                  - Rebooted PC

                                  - Logged in as new account on the PC

                                  - Installed Creative Cloud Desktop app

                                  - Logged in as the trial account on Creative Cloud app

                                  - Used that to install LR

                                  - Run LR - crash on startup, as per OP.

                                   

                                  I'm really pretty much out of options short of an OS re-install which would be hugely disruptive and surely not a reasonable response to an Adobe app problem?

                                   

                                  Can anyone help please?  I'm totally lost without LR.

                                  • 14. Re: Lightroom Classic CC Crashes constantly at startup
                                    Jao vdL Adobe Community Professional & MVP

                                    What else do you have installed in this pc? This is certainly completely

                                    out if the ordinary. Indeed only thing I have left over to advice is to

                                    reinstall the operating system but that is indeed a giant pain.

                                     

                                    On Sun, Aug 12, 2018 at 5:11 AM tomk3719107 <forums_noreply@adobe.com>

                                    • 15. Re: Lightroom Classic CC Crashes constantly at startup
                                      tomk3719107 Level 1

                                      Thank you for your response.  Even it's only moral support it's nice to know someone's there

                                       

                                      Curiously, I fired up Adobe in my original account but with the PC disconnected from the internet.  LR ran fine under the trial licence.  I then connected to the internet, logged in with my account and then without doing anything with it, the running LR then promptly crashed.

                                       

                                      Is there any way I could contact Adobe for help directly?  Or are these community forums the only option?

                                      • 16. Re: Lightroom Classic CC Crashes constantly at startup
                                        Jao vdL Adobe Community Professional & MVP

                                        If you google for adobe support phone, google will tell you the phone number. You can also online chat with support folks through the creative.adobe.com site (click support-contact adobe and run through the questions - select Lightroom and licensing and activation (that's what this problem looks like!) and it should show you a chat and a phone button). The crash might actually point to a problem communicating with the Adobe servers or some issue with your creative cloud account and they might be able to help with that.

                                        • 17. Re: Lightroom Classic CC Crashes constantly at startup
                                          tomk3719107 Level 1

                                          Well, I've got it going - but it's kludge...

                                           

                                          I ran Lightroom.exe under the Windows debugger and noticed that the exception is being thrown from a method in IMSHELPER.DLL.  So, I found that DLL on disk (actually 2 copies) and temporarily renamed them - just to see if I was on the right track.  I expected LR to fail with a missing DLL error and then I'd go hunting for alternative versions.  But, the strange thing is, LR loaded just fine without it!  It seems to be working OK, including being logged on under the correct CC account.

                                           

                                          All very odd...

                                          • 18. Re: Lightroom Classic CC Crashes constantly at startup
                                            Jao vdL Adobe Community Professional & MVP

                                            Very odd indeed. I googled for that DLL and the only relevant references I found to imshelper are threads on this forum on Adobe apps crashing in it such as this one: Lightroom Classic CC Crashes constantly from the beginning so it clearly is a wider spread problem not just in Lightroom but in a bunch of Adobe apps.

                                            • 19. Re: Lightroom Classic CC Crashes constantly at startup
                                              tomk3719107 Level 1

                                              Oh well - panic over for the moment.  Thanks for your help!

                                              • 20. Re: Lightroom Classic CC Crashes constantly at startup
                                                ricbita

                                                I have the same issue with crashing.

                                                New pc, new installation. Only app giving problems.

                                                 

                                                I've tried to rename the file as suggested, but what happens next is that Lightroom classic continues to crash, while Lightroom CC cannot connect to the cloud anymore...

                                                 

                                                Any news from Adobe on this issue??

                                                • 21. Re: Lightroom Classic CC Crashes constantly at startup
                                                  lambert_h

                                                  [Solved] or at least it worked for me...

                                                   

                                                  I had similar problems twice recently with Lightroom. The first time was shortly after the upgrade to version 8.0, September? October 2018?  The symptoms were simple: start Lightroom, and within 60 seconds, crash report dialog.

                                                   

                                                  I tried various ways to fix this, the details of which I forget, but in the end, I got out of the problem by doing a Windows system restore. I was fortunate enough to have a restore point that was just a few days old. After that all was fine.

                                                   

                                                  The second time I had this problem was last night. Suddenly Lightroom was very slow to load and then started crashing again. So I took a different approach.

                                                   

                                                  My suspicion was that there was something wrong with the catalogue itself. I therefore deleted the catalogue file (SomeName.rlcat), and the two files that Lightroom creates named after the catalogue file:

                                                                  SomeName.rlcat.lock

                                                                  SomeName.rlcat-wal

                                                  And the folders

                                                                  SomeName Helper.lrdata

                                                                  SomeName Previews.lrdata

                                                  Then I restored the catalogue file SomeName.rlcat from my last backup and restarted Lightroom. That solved the problem, at the cost of throwing away the image previews.

                                                   

                                                  Thankfully I have Lightroom set up to do a catalogue backup every day.

                                                   

                                                  Hope this helps someone else.

                                                  • 22. Re: Lightroom Classic CC Crashes constantly at startup
                                                    lambert_h Level 1

                                                    Just posted what worked for me. It needed the catalogue rebuilt from backup.