Photoshop CS5: Crashes in QuickTime when opening an HD movie file

On opening an HD .mov file in CS5 Extended, I get the error message:

{
AdobeQTServer has stopped working.

Problem signature:
Problem Event Name: APPCRASH
Application Name: AdobeQTServer.exe
Application Version: 12.0.0.1
Application Timestamp: 4d9d8a0f
Fault Module Name: QuickTime.qts
Fault Module Version: 7.71.80.42
Fault Module Timestamp: 4ea5d656
Exception Code: c0000005
Exception Offset: 0021a7cd
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 2057
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

Read our privacy statement online:
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C:\Windows\system32\en-US\erofflps.txt
}

This locks up Photoshop so that I have to kill it with Task Manager and I get the following details:

{
Description:
A problem caused this program to stop interacting with Windows.

Problem signature:
Problem Event Name: AppHangB1
Application Name: Photoshop.exe
Application Version: 12.0.4.0
Application Timestamp: 4d9d8f8e
Hang Signature: 0415
Hang Type: 2048
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 2057
Additional Hang Signature 1: 0415070b2d79f5a585a06d70b58fdc16
Additional Hang Signature 2: 540e
Additional Hang Signature 3: 540e8cde68823b0b276d591633882584
Additional Hang Signature 4: 0415
Additional Hang Signature 5: 0415070b2d79f5a585a06d70b58fdc16
Additional Hang Signature 6: 540e
Additional Hang Signature 7: 540e8cde68823b0b276d591633882584

Read our privacy statement online:
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If the online privacy statement is not available, please read our privacy statement offline:
C:\Windows\system32\en-US\erofflps.txt
}

The HD files (produced by an HD video camera) open and play fine directly in Quicktime and in Premiere Elements.

What is strange is that if in Photoshop I first open a low resolution Quicktime Movie, this opens and it then correctly opens the HD movies from then on, until I restart it. Following a restart I always get the above crash

I have the latest Quicktime version 7.7.1 (1680.42)
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  • Chris Cox (Sr. Computer Scientist) February 01, 2012 17:20
    QuickTime itself is causing the first error - and because the quicktime service crashed, it's causing the Photoshop application to hang while waiting for quicktime to finish.

    We'll have to see what we can do about the hang. But we can't fix bugs in QuickTime, only Apple can do that.
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  • But the thing that is crashing first is AdobeQTServer which is not QuickTime, but an Adobe program:

    File description AdobeQTServer
    Type Application
    File Version 12.0.0.1
    Product name AdobeQTServer
    Product version 12.0.0.1
    Copyright Copyright 2009 Adobe Systems Incorpor ...
    Size 52.0 KB
    Date modified 07/04/2011 02:55
    Language English (United Kingdom)
    Original filename AdobeQTServer.exe

    This definitly is under Adobe's control and even if it is making calls into QuickTime DLLs or invoking QuickTime functionality in some other way, it should not be crashing.

    Remember that QuickTime itself can open an play these files without problems.
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  • Have resolved by uninstalling latest QuickTime 7.7.1 and installing 7.1.6.

    Looks like Photoshop is incompatible with the latest version.
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  • I’m frustrated
    QuickTime itself worked fine and plays the file fine. So the bug must be in the way that Adobe's software is calling QuickTime. As I have no idea how you are technically invoking QuickTime internally from within the Adobe Software I am in no position to raise a bug with Apple. I expect Adobe to sort this out, not try and pass the buck. If you need to raise a fault with Apple because of something that you feel is wrong with their API, library code or whatever then please do so, but do not expect end users to sort out integration issues if you make use of third party components within your software.

    I have paid hundreds of pounds for software from Adobe which up until now I have thought very good. I have paid nothing to Apple and the only reason it is on my machine is because the Adobe software required it.
    • Jeffrey Tranberry (Chief Customer Advocate) February 01, 2012 22:00
      I've asked a QE to look at raising this with Apple. I think Chris's point is it does help if Apple hears about issues directly from users as well. Thanks.
    • Chris Cox (Sr. Computer Scientist) February 01, 2012 22:02
      It is crashing inside QuickTime, with something that worked on a previous version of QuickTime, while Photoshop remained unchanged. That makes it highly likely that the bug is inside QuickTime itself, and highly unlikely to be a bug in Photoshop or the way Photoshop calls QuickTime.

      You are a customer who experienced a crash due to a new release of QuickTime - that makes you the perfect person to tell Apple that their new release has a bug. Since Apple may need details about your system and install history - it may make you the only person who can help Apple figure out the cause. Just post on the Apple forums and let them know the details (they don't read our forums).

      We have not seen this problem here at Adobe, so we can't help Apple other than to say "one customer had a problem".

      I'm not trying to pass the buck - I want to see the problem solved. Unfortunately the problem is in software supplied by Apple and not Adobe. And it's not an integration issue or anything I can help solve -- it's a bug in their library code, possibly specific to hardware, OS version, install history, caches, preferences, etc. specific to QuickTime. If I could fix Apple's bugs, trust me - I would. But I can't.

      My second hand report isn't going to help much. A firsthand report from the user who sees the actual bug -- that is much more likely to get the QuickTime bug fixed.
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  • If I raise a fault with Apple I am going to need to describe how the QuickTime code is invoked as it does not manifest itself if I run QuickTime standalone.

    Please give me full technical details of how AdobeQTServer invokes QuickTime from within its code so I can pass them on to Apple. I will need the libraries you link, the API calls you make and the arguments you pass. Without them I have nothing of substance to raise to Apple.

    I do consider this an integration issue that is Adobe's responsibility. You are selling software that I find out later relies on a third party library to perform its advertised function:

    "Broad video file format support

    Work with video files thanks to support for 3G, FLC, MOV, AVI, DV Stream, Image Sequence, MPEG-4, and FLV formats."

    It is your responsibility to ensure that the library is fit for purpose and works with your software under all conditions. If you cannot guarantee the quality and stability of your third party supplier's then you should not use them and should implement from scratch (as in Premiere which works without QuickTime installed at all).
    • Jeffrey Tranberry (Chief Customer Advocate) February 02, 2012 00:10
      The only thing they'd need are steps to reproduce. BTW - Which camera/file format are you seeing this with.
    • Chris Cox (Sr. Computer Scientist) February 02, 2012 00:15
      You don't need to describe the code in any way. You do not need technical details in any way. Apple would not expect you to know anything about the code or technical details.

      You are an end user. You describe the symptoms, then Apple needs to debug their code and see how it gets called. Apple may ask you for more information (OS version, driver versions, etc.) to help them debug the problem.

      This is not an Adobe responsibility - we work with the published QuickTime API, and it worked correctly at the time that we shipped. Since the time that we shipped, Apple introduced a bug in their code that was delivered with an update to QuickTime. That is Apple's responsibility.
      (you're sort of asking your car maker to be responsible for roads, water and air)

      Yes, I'd love to get rid of the dependency on Apple's code. But .mov files are Apple QuickTime files, and frequently need Apple's code to read correctly.

      And you do realize that all applications have dependencies on the OS and drivers working correctly? And that when those third party components break, the application can crash regardless of how correctly written the application may be?

      If you want to see the QuickTime crash fixed, please let Apple know about the crash. If you don't care, then you can keep using the older Apple code.
      We're going to continue to report crashes to Apple - but since we cannot reproduce the crash, we don't have all the end user details Apple will need to debug the crash and fix it.
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