If you encounter a crash, be sure to submit all crash reports and include your email address with the crash report.
If you submit a crash report for a known issue, we will be able to offer you a solution for correcting the problem.
For mostly non-technical questions like How-to’s or What’s New, please see the Lightroom FAQ (Frequently Asked Questions)
If your issue is with getting up and running, please see the following document: Help with Downloading, Installing or Activating
Table of Contents:
- Get the Latest Camera Support
- Install the Latest Lightroom Updates
- Install Operating System Updates
- Install Video Card (GPU) Driver Updates
- Optimize Lightroom Performance
- Calibrate your monitor
- Restore Preferences
- Troubleshoot Plug-ins
- Troubleshoot User Permissions
- Boot in “Safe Mode” to Troubleshoot System Add-Ons and Utilities
- Additional Information
Get the latest camera support
Far and away, the most commonly asked support question is how to get raw file support for the latest cameras.
Please see this article for additional details and answers to common questions regarding camera support in Lightroom, Camera Raw, and Photoshop.
Install the latest Lightroom updates
Many problems are fixed simply by making sure your Adobe software is up-to-date.
Install Operating System updates
Make sure the operating system is up-to-date:
- Mac: http://www.apple.com/softwareupdate/
- Windows: http://windows.microsoft.com/en-us/windows/service-packs-download
Install Graphics Card (GPU) Driver Updates
See our Lightroom GPU FAQ for more troubleshooting steps and information on Lightroom utilization of the graphics card’s GPU (Graphics Processing Unit):
On Windows, GPU driver crashes, screen/document redraw, Blue or X’d out images, or color display issues can be avoided by using the latest video drivers provided directly from the card manufacturer’s website (nVidia, ATI/AMD, or Intel).
Note: Simply running “Windows Update” doesn’t ensure that you have the most recent video driver. You must go directly to your card manufacturers website to check for driver updates.
Here are directions to determine what video card you have and download/install the most current driver:
On Mac, your video drivers are included with your operating system updates. Make sure you have installed all of the latest OS updates by choosing the Apple menu > Software Update…
Optimize Lightroom’s Performance
Here are two articles that can help you optimize Lightroom on your computer.
Calibrate your monitor
Lightroom’s performance and color reproduction are both known to be affected by corrupted monitor profiles.
Calibrate your monitor either by using the Operating System’s calibration feature or a hardware colorimeter to create a good color profile for your monitor.
Here is an article that explains how to calibrate your monitor:
Resetting the Lightroom preferences to their factory fresh state can solve many abnormal and intermittent behavior issues.
To reset Lightroom’s preferences easily, Quit Lightroom, then start Lightroom while holding the Shift + Option (Mac) or Shift + Alt keys (Win). If timed correctly, you’ll get a dialog asking if you want to Reset Lightroom’s Preferences or Start Normally. Choose Reset Preferences.
If you have installed many third-party plug-ins into Lightroom and are experiencing odd behavior, troubleshooting the Plug-ins can be the next step in pinpointing the cause.
- Make sure your third-party plug-ins are up to date.
- Check with the plug-in manufacturer to see if there is an update to the plug-ins you use with Lightroom.
- Disable problematic plug-ins using Lightroom’s Plug-in Manager*
- In Lightroom, click File > Plug-in Manager
- Click through the plug-ins and click the Disable button for each plug-in
[click image to enlarge]
*Start by disabling all of the plug-ins in the list and see if that resolves the trouble being experienced. If the trouble is resolved, then go back in the Plug-in Manager and selectively turn the plug-ins back on while testing the behavior to narrow down the cause of the incorrect behavior.
Troubleshoot User Account Permissions
If none of the troubleshooting steps above solve your problem, it may be user permissions related. It’s a good idea to verify that the issue is related to user permissions before using the Repair Permissions utility. To do so, first set up a new user account with Administrator rights and test in this new account.
Instructions for creating a new Administrator user account:
- Mac: http://support.apple.com/kb/PH14411
- Be sure to change the “New Account:” pop-up from [Standard] to [Administrator] when creating the new user
- Windows XP: http://kb2.adobe.com/cps/404/kb404859.html
- Windows 7: http://helpx.adobe.com/x-productkb/global/create-local-administrator-account-windows.html
- Windows 8: http://windows.microsoft.com/en-US/windows-8/create-user-account
Note: When creating a new user account, to ensure the safety of the information on your computer, set a strong password that others will not be able to guess. When you complete user permissions troubleshooting, you can remove the extra user account.
Once the Admin user account is created, log into the new Admin account and run Lightroom to see if the problem goes away.
On Mac, if you still experience trouble, try repairing the permissions on the disk.
- Apple’s instructions for repairing disk permissions using the Disk Utility
- More information about Disk Utility’s Repair Disk Permissions feature
Boot in Safe Mode to troubleshoot system add-ons and utilities
Sometimes, 3rd party extensions and other utilities can interfere with Lightroom’s successful functioning. On Mac, Safe Mode disables all third party extensions and startup items and only runs required kernel extensions & Apple-installed startup items. On Windows, Safe Mode starts Windows with a limited set of files and drivers.
To boot your computer in Safe Mode:
- Mac: Hold down the Shift key while starting up your computer: More info here: http://support.apple.com/kb/HT1564
- Windows XP: http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/boot_failsafe.mspx?mfr=true
- Windows 7: http://windows.microsoft.com/en-us/windows7/Start-your-computer-in-safe-mode
- Windows 8: http://windows.microsoft.com/en-us/windows-8/windows-startup-settings-safe-mode
- Please try all the steps above prior to reporting a problem, posting on the forums or contacting support for Lightroom specific issues
- If your issue is related to How To’s or changes in behavior between versions, please see the following article: Lightroom FAQ (Frequently Asked Questions)
- If your issue is with getting up and running, please see the following document: Help with Downloading, Installing or Activating
Please see the following documents for additional general troubleshooting: