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9 Messages

 • 

208 Points

Thu, Jan 14, 2021 8:30 PM

Lightroom classic: Unable to export photos after applying upright transformation.

Problem: I'm unable to export some of the photos from .ARW and .jpeg format.
Removing Upright Transformation fixes the issue. The issue affects only some of the transformed images.
Multiple exports of the same files fix the issue for some of them, but the issue prevails for the majority of the photos.
I'm unable to open affected photos in Photoshop.
The same catalog exported to Lightroom Classic on Mac worked just fine.
I don't experience any problems with any other video editing / graphic software.

Possibly unrelated symptoms: Occasionally photos in main view are rendered slowly or have some glitches (e.g. darker rectangles that sometimes stay, sometimes disappear or light green pixels etc.).

Error messages:
1. When exporting photos: Some export operations were not performed. An unknown error occured.
2. When opening the affected photo: Lightroom has encountered problems reading this photo. You will not be able to make adjustments to the photo.


Versions:
Adobe Lightroom Classic 9.4, 10.0, 10.1
System:
Windows 10, Intel i7-6700, 32GB RAM, GeForce RTX 2060 (Studio 460.98 driver)

Tried solutions: 
1. Upgrade / Downgrade
2. Reinstall
3. Video Card driver update
4. Resetting preferences to default
5. Changing file locations and used drives
6. Disabled GPU support
None of the above helped. 


Example glitches (light green pixels, there are other kinds from time to time as well):


Would be glad to receive any technical support on the issue as I use your software on daily basis to make a living. I experience the issue for a few weeks now, it started after upgrading to 10.1 in the end of December 2020.
The software is at the moment unusable for me - how can I apply for reimbursement?

Accepted Solution

9 Messages

 • 

208 Points

9 m ago

Update: It turned out it was a CPU failure, I've switched the CPU for another one to test and export works without any issues. It's really strange as everything else was pretty stable, but I guess the upright uses some CPU instruction that is not used elsewhere too much.

123 Messages

 • 

1.8K Points

9 m ago

I have nearly an identical configuration - same hardware, Win 10 (20H2 - what build are you on? I have 19042.746) and I shoot Sony. I am on studio driver 457.30, GTX 2060 Super.

Can you give some more details and I can try a repro? Like which camera, just upright transform, multiple images or can you repro with one?

9 Messages

 • 

208 Points

9 m ago

Thanks for the response, I'm on 19041.746, the camera is Sony A7III, but jpegs from DJI Drone are also affected, I'm also using Canon 5d Mk IV and some photos were affected as well, but .arw most often.
Just upright transformation on a photo is enough to trigger the issue and when I disable it I can export photos once again. Some photos with upright transformation are not affected at all and can be exported. It seems to be a bit random.

123 Messages

 • 

1.8K Points

OK, I will see if I can repro. Also have a DJI drone :)

123 Messages

 • 

1.8K Points

First attempt, no repro. What are your export settings? I'm just exporting to JPEG, quality 90. No other settings. 10.1.1 release from this week.

There was a recent issue pertaining to lens profiles, not sure it's relevant here.

9 Messages

 • 

208 Points

To be honest I think it's a combination of factors - my gut feeling is that upgrade plus something else e.g. windows version breaks it, but I've tried all fixes accessible to me and since Adobe developers chosen to show only "unknown error" message I'm not able to figure out what's the problem and how to solve it. The software is unusable for me because of that.
Do you know if there are at least any logs I can look into?

(edited)

123 Messages

 • 

1.8K Points

9 m ago

There are some log directories in %appdata%\Adobe\Lightroom\<version>. TBH, I don't see anything useful on my system but you can look there. Seems like a job for Adobe Support, if such a thing existed.

123 Messages

 • 

1.8K Points

Also %temp%, there are Lightroom log files there.

(edited)

9 Messages

 • 

208 Points

9 m ago

I've reinstalled the system and it seems my issue is worsening towards the error described in:
Lightroom Classic: crash when export photo or making massive task | Adobe Photoshop Family

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.6.0" clientVersion="4.6.0" applicationName="Adobe Lightroom Classic" applicationVersion="10.1.1" build="[202101041610-8c69aa4e]" source="Windows-Client" crashType="n/a">
<time year="2021" month="1" day="24" hour="20" minute="6" second="36" timeoffset="60" timezone="Œrodkowoeuropejski czas stand."/>
<user guid="837b939a-75c8-4e33-aaf8-8e548943dc8f"/>
<system platform="Windows 8 Pro" osversion="6.2" osbuild="19042" applicationlanguage="en-us" userlanguage="pl-PL" oslanguage="pl-PL" ram="16339" machine="Intel(R) Core(TM) i7-6700 CPU @ 3.40GHz" model="Intel64 Family 6 Model 94 Stepping 3" cpuCount="8" cpuType="8664" cpuFreq="3408 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce RTX 2060" description="NVIDIA GeForce RTX 2060" driverDate="20200930000000.000000-000" driverVersion="27.21.14.5671" videoModeDescription="1920 x 1200 x 4294967296 kolorów" pnpDeviceID="PCI\VEN_10DE&DEV_1E89&SUBSYS_3FC91458&REV_A1\4&2DB3ECDA&0&0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x000000001E6B5C39">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x000000001E6B5C39" symbolname="zip_source_win32handle_create"/>
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<stackStatement index="4" address="0x000000001D930A53" symbolname="CreateObject"/>
<stackStatement index="5" address="0x000000001DE1CB49" symbolname="AgRedeye_load"/>
<stackStatement index="6" address="0x000000001DE1CA48" symbolname="AgRedeye_load"/>
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<stackStatement index="10" address="0x00007FFFDC65D0D1" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x00000000000001E0"/>
<register name="RBX" value="0x0000000000000004"/>
<register name="RCX" value="0x000000007C3038A0"/>
<register name="RDX" value="0x0000000000000020"/>
<register name="RSI" value="0x000000008A500440"/>
<register name="RDI" value="0x000000008A500180"/>
<register name="RSP" value="0x0000000139B6E920"/>
<register name="RBP" value="0x0000000139B6E980"/>
<register name="RIP" value="0x000000001E6B5C39"/>
<register name="EFL" value="0x0000000000010207"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
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Adobe support haven't been able to help besides giving me advice to update the system, remove preferences etc. etc.
I've run all kinds of diagnostic software that came to my mind on my hardware, but without any errors.
I'm in a pickle.

Adobe Administrator

 • 

10.9K Messages

 • 

143.5K Points

9 m ago

Can you share a file that fails to export for us to try?

Adobe Administrator

 • 

10.9K Messages

 • 

143.5K Points

9 m ago

Have you verified your drive version with nVidia? 
Have you tried reverting a version in the nVidia driver? 

This really feels like a GPU issue. 

9 Messages

 • 

208 Points

That was my thinking as well. I was using the Nvidia Studio drivers at the time, upgraded them, but it didn't help, installed older version and it did not help.

After that I switched to the gaming drivers in the newest version, but found out there are some issues with them, so I've cleaned them up and reverted to the older drivers I got with the GPU, but nothing helped.

I've even unplugged and took out my Nvidia GPU and switched to Intel, but that did not resolve the issue as well.

I've tested RAM in similar fashion, run the Windows memory check, but it didn't find any issues.
I've also tested the CPU using the Intel Diagnostic kit, but all tests have passed.
Even reinstalling the Windows didn't help.

All I know is that the upright transformation (and probably some other functions as well) corrupt files, I'm not sure if GPU or CPU are used for these functions and I wasn't able to find any hardware issues with available tools.

From time to time there are visual glitches and artifacts like this one, they were visible on Intel GPU as well:

Newer Lightroom versions get suspended by Windows.

I googled the EXCEPTION_ACCESS_VIOLATION 0xc0000005, found it may be a failing disk or memory, tried SSD diagnostics as well, but no luck.

The system is generally stable, except for the issues with Lightroom - the newest version seems to crash and all other versions are affected by the export issue.

(edited)

Adobe Administrator

 • 

10.9K Messages

 • 

143.5K Points

I am unable to find any artifacts on your image after importing and applying Guided Upright. 

It may be hardware related.

Adobe Photography Products

Quality Engineering - Customer Advocacy

9 Messages

 • 

208 Points

That's what I think, but I'm not sure how to figure out what's the culprit, since no diagnostic tool helps. Do you know what hardware is used to perform the upright transformation? Do you think there are any logs that could help me to find the culprit or do you know if that:

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x000000001E6B5C39">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x000000001E6B5C39" symbolname="zip_source_win32handle_create"/>

is meaningful in any way from Adobe's perspective?

(edited)