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Adobe Photoshop Family

Adobe Administrator

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158 Messages

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14.3K Points

Fri, Apr 1, 2011 2:51 AM

Answered

Photoshop: Why should I submit a Crash Report? Does anyone read them?

Responses

Official Solution

Adobe Administrator

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15.1K Messages

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288K Points

10 years ago

If after you've updated your software to the latest version you still hit a crash, it's always a good idea to submit the report log and include your email address.

Here are some reasons to submit a crash report log and include your email address:


  1. With known issues, we can email you a solution for correcting the problem.

  2. For unknown issues, the more reports we have with detailed descriptions and contact info, the more likely we will be able to track down the problem and provide a solution.

  3. Thanks to the help of users who have submitted reports with email contact information and detailed descriptions, Photoshop CS5 is one of the most stable application in the Creative Suite – Despite a major rewrite and having the largest installed user base for Creative Suite applications.



For all the details, including "What is Crash Reporter?" "Why Submit Reports?" "How to Submit Reports" and "Adobe Crash Reporter Privacy" information, visit this article on my blog: Submitting Crash Reports

Sr. Product Manager, Adobe Digital Imaging

15.1K Messages

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195.8K Points

10 years ago

The short answer is: yes, we do read them, and we do use the email addresses to contact people to ask questions or inform them of known causes.

42 Messages

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1.3K Points

My understanding, too, is that the more a report is submitted for a particular crash the higher up it bubbles on our priority list. Thus the more crash reports you submit, the higher the chances are the crash will get resolved.

3 Messages

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70 Points

10 years ago

I am one of the engineers who looks at crash reports. Yes we take them seriously. The crash report includes very low level information about what Photoshop was doing when it crashed. The reports get sorted by this information into buckets. We look at the "fullest" buckets first, so reporting crashes definitely increases the visibility of the problem you are seeing.

Also, when you file a crash report, please add as much information as you can about what you were doing when Photoshop crashed, because that sometimes helps us reproduce the problem. Ideally, if you have a series of steps that always produces a crash, then we can follow those steps too. And, if we are able to reproduce the crash we will certainly be able to fix the problem.

We always do our best to make Photoshop crash proof. Sorry it still happens sometimes :-(

3 Messages

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70 Points

10 years ago

I am one of the engineers who looks at crash reports. Yes we take them seriously. The crash report includes very low level information about what Photoshop was doing when it crashed. The reports get sorted by this information into buckets. We look at the "fullest" buckets first, so reporting crashes definitely increases the visibility of the problem you are seeing.

Also, when you file a crash report, please add as much information as you can about what you were doing when Photoshop crashed, because that sometimes helps us reproduce the problem. Ideally, if you have a series of steps that always produces a crash, then we can follow those steps too. And, if we are able to reproduce the crash we will certainly be able to fix the problem.

We always do our best to make Photoshop crash proof. Sorry it still happens sometimes :-(

15.1K Messages

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195.8K Points

And include your email address. Sending us thousands of crash reports indicating that you have a corrupt OS install won't do any good if we can't tell you the cause and cure.

6 Messages

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174 Points

8 years ago

I'm not sure if this applies but recently I installed HDR Efex Pro 2 on my computer and now, when I use Photoshop CS6, with or without using the plug-in, Photoshop stops working. I get a message that says the program has stopped working because of an error and it's going to close and when I hit the OK button it shuts down. Do you have any reports on this phenomenon? I use Windows 7, 64bit.

I have tried uninstalling and reinstalling the HDR Efex 2 program but the problem persists.

JCR - jcr2001@msn.com

15.1K Messages

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195.8K Points

Yes, the Nik plugins are a constant source of crash reports.

Please contact Nik for updates to their plugins.

6 Messages

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174 Points

Thanks. I've already sent them an email. It's strange but I had no problem with their Viveza 2 program. That one worked flawlessly. Here's hoping they have an answer.

1 Message

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60 Points

6 years ago

Please take a look here: it's new, PlugPlugOwl.dll causes a CRASH in the updated version of Photoshop CC 2014 (October update)

https://forums.adobe.com/message/6824861