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205 Messages

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4.9K Points

Tue, May 15, 2018 10:18 AM

Photoshop 19.1.4: Crashes more frequently

This version crashes more than I have ever experienced before!!!!!!!!! It just SUDDENLY crash the entire program. Without any information except asking me to send a bug report.

Note: This conversation was created from a reply on: Photoshop CC 19.1.4 is now available..

Responses

Adobe Administrator

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14.8K Messages

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284.9K Points

2 years ago

Did you submit a crash log? I'm not seeing any from you.

Sr. Product Manager, Adobe Digital Imaging

205 Messages

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4.9K Points

2 years ago

Hey, yeah I did. Photoshop crashed 3 times today, one of the times I did send the error. I didnt include any log, I don't know if the crash popup does that automatically?

Adobe Administrator

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It should submit the log if you click send. See: https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html

Sr. Product Manager, Adobe Digital Imaging

Adobe Administrator

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14.8K Messages

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284.9K Points

2 years ago

Weird. Did you include your email address (only way to associate it to you specifically). https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html

Sr. Product Manager, Adobe Digital Imaging

205 Messages

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4.9K Points

Yeah believe i left a comment of frustration :) and my email. If you cant find it I can report another one tomorrow if it crashes. 

Adobe Administrator

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778 Messages

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16.7K Points

2 years ago

Were you up to any particular action when it crashed Joachim? Any way to reproduce it reliably for you?

Regards,
Pete

205 Messages

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4.9K Points

No that is what is strange, it happened completely random when I was just drawing every time. 

Adobe Administrator

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778 Messages

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16.7K Points

Thanks Joachim,

Did you get any of these random crashes in 19.1.3?

Could you post Photoshop's Help > System Info dialog text here? Or the crash log text if it happens again?

Steps to try that I can think of initially are to try a preferences reset incase something happened during update: 

Reset Photoshop preferences: https://helpx.adobe.com/photoshop/kb/basic-trouble-shooting-steps.html#prefs

Or do some GPU (Video card/driver) troubleshooting: https://helpx.adobe.com/photoshop/kb/troubleshoot-gpu-graphics-card.html#DisableGraphicsProcessor

One or both of those steps may help resolve this for you.

Regards,
Pete

205 Messages

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4.9K Points

Yes, actually I had the same type of crash a few times with the 19.1.3 as well. It actually started with that update. But, I thought it seemed more frequent now, since I had it 3 times in a day. But it could just be a unlucky coincidence. 

Ok if I experience it tomorrow I will first try to reset Photoshop prefs. I doubt I have any problems with the GPU, I have the latest nvidia driver with Geforce 1080ti, and nothing else are having any GPU problems. 

Adobe Administrator

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284.9K Points

I looked for crashes submitted against 19.1.3 as well with your gmail address and still nothing. Wonder if your logs aren't getting through for some reason.

Sr. Product Manager, Adobe Digital Imaging

205 Messages

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4.9K Points

Ah, I only comitted one crash log today with the latest patch. I nver sent them on the previous. I will see if I can reproduce this tomorrow and send another....because I guess I cant dig up an old crash report after the windows closed?

4 Messages

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92 Points

2 years ago

We are getting crashes on Surface Pro 2 with Windows 10 Build 1803. This is happening on 3 different machines following Windows Update. Steps to reproduce:

(1) Open Photoshop
(2) Create new document, any size
(3) Try to draw a rectangle

- result, Photoshop crashes and shuts immediately.

Happening on build 19.1.3 and 19.1.4.

Crash report submitted last week to Adobe.

Please advise.

Thanks
Steve

Adobe Administrator

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284.9K Points

I'm not seeing the crash log from you (at least by searching using your email address). What does the event viewer say the faulting module is?

Sr. Product Manager, Adobe Digital Imaging

4 Messages

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92 Points

Hi Jeffrey, thanks for the quick reply. I've added a couple more email addresses to my profile as I think those are the accounts that were logged in at the time of the crashes. Please check those, if nothing comes up I'll post the event viewer log later today.

Kind regards
Steve

4 Messages

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92 Points

Hi Jeffrey, here are the entries from the Application Log in Event Viewer.

Machine details:
---------------------

Computer: Surface Pro 2
Processor: Intel Core i5-4200U CPU @ 1.60Ghz 
RAM: 4.00 GB
OS: Windows 10 Pro
System type: 64-bit operating system, x64-based processor
Version: 1803
OS Build: 17134.48


Event Viewer Logs:
--------------------------

Faulting application name: Photoshop.exe, version: 19.1.4.56638, time stamp: 0x5af00396

Faulting module name: Photoshop.exe, version: 19.1.4.56638, time stamp: 0x5af00396

Exception code: 0xc0000005

Fault offset: 0x0000000008b2f9ac

Faulting process ID: 0x238c

Faulting application start time: 0x01d3f35a3847914a

Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2018\Photoshop.exe

Faulting module path: C:\Program Files\Adobe\Adobe Photoshop CC 2018\Photoshop.exe

Report ID: 29283e95-8d1f-4452-bbdc-b31fff382571

Faulting package full name:

Faulting package-relative application ID:


and:


Fault bucket 1312733147595255236, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: Photoshop.exe
P2: 19.1.4.56638
P3: 5af00396
P4: Photoshop.exe
P5: 19.1.4.56638
P6: 5af00396
P7: c0000005
P8: 0000000008b2f9ac
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERCD68.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD113.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD171.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD16F.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD180.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Photoshop.exe_dcef407e7514992dd35f3c6941a219cba94987_afb0a7db_56a8d96e

Analysis symbol:
Rechecking for solution: 0
Report Id: 29283e95-8d1f-4452-bbdc-b31fff382571
Report Status: 268435456
Hashed bucket: eccd3584aed4294f9237c3d7b34badc4
Cab Guid: 0

4 Messages

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92 Points

Hi, is there any update on this issue please? Thanks!