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sharon_keller_7285488's profile

9 Messages

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590 Points

Tue, Jun 16, 2015 6:13 PM

Solved

Photoshop 2015: Crashes every time I close out a photo (win)

I have updated CC 2015, both Lightroom and Photoshop. I can open Photoshop and can open a photo. Every time I close out a photo, Photoshop crashes with the message, Adobe Photoshop CC has stopped working. It will now close.

I can't use the new update;

Responses

Official Solution

Employee

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229 Messages

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6K Points

6 years ago

We may have a temporary workaround for this.  Trying going to Edit > Preferences > Performance and uncheck "Use Graphics Processor".  Quit and restart PS.  Do the crashes stop occurring?

Official Solution

Employee

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229 Messages

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6K Points

6 years ago

David, reset your PS preferences on launch (shift-cntrl-alt) then turn off "Use Graphics Processor" in performance preferences (Edit > Preferences > Performance). Then quit and re-launch the application. That should mitigate the crashes you're seeing when you close files.

Official Solution

Adobe Administrator

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15.9K Messages

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295.3K Points

6 years ago

This issue should be corrected in the Photoshop CC 2015.0.1 update which was released today. Details here: http://blogs.adobe.com/crawlspace/201...

Sr. Product Manager, Adobe Digital Imaging

Adobe Administrator

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15.9K Messages

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295.3K Points

6 years ago

What OS/version are you on? What the does the crash log/report say in it?

Sr. Product Manager, Adobe Digital Imaging

9 Messages

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590 Points

6 years ago

I am on Windows 7 Home.
The crash report says: "Adobe Photoshop CC 2015 has stopped working and will now close. Windows is collecting more information about the problem. This may take several minutes..."

Adobe Administrator

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15.9K Messages

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295.3K Points

Does it ever display what the crashing module is?

If not, look in the system event viewer, or in reliability reports.
The detailed crash log will have the name of the faulting module.

Sr. Product Manager, Adobe Digital Imaging

9 Messages

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590 Points

Here is the message from the event viewer

Files that help describe the problem: C:\Users\OWner\AppData\Local\Temp\WERC745.tmp.WERInternalMetadata.xml
C:\Users\OWner\AppData\Local\Temp\WERDDC3.tmp.appcompat.txt
C:\Users\OWner\AppData\Local\Temp\WERDEAE.tmp.hdmp

9 Messages

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590 Points

I think this is what you are looking for:
Log Name: Application
Description:
Faulting application name: Photoshop.exe, version: 16.0.0.88, time stamp: 0x55681d39
Faulting module name: Photoshop.exe, version: 16.0.0.88, time stamp: 0x55681d39
Exception code: 0xc0000005
Fault offset: 0x0000000005fcbc70
Faulting process id: 0xe20
Faulting application start time: 0x01d0a864ea969c39
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Photoshop.exe
Faulting module path: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Photoshop.exe

6 Messages

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152 Points

Just so you know the comment windows is looking for a solution to this problem, has never resulted in a solution being recommended to me. Ha ha

3 Messages

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80 Points

6 years ago

My update Photoshop CC 2015 is doing the same thing. I tried saving and a Save As before I closed the photo. no such luck.
I am working in Windows 7 Pro (I did all the updates - didn't help). Here is the problem signature for me:
Problem signature:
Problem Event Name: APPCRASH
Application Name: Photoshop.exe
Application Version: 16.0.0.88
Application Timestamp: 55681d39
Fault Module Name: Photoshop.exe
Fault Module Version: 16.0.0.88
Fault Module Timestamp: 55681d39
Exception Code: c0000005
Exception Offset: 0000000004f95bc9
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: cab3
Additional Information 2: cab39c237103121437b9220eb96ddd5d
Additional Information 3: 67f5
Additional Information 4: 67f5f6770d1ea4afdfd69cf30dbcbb2a

Joanne

6 Messages

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152 Points

6 years ago

Same problem here: Running Windows 7, current updates in place: Log reads:

Faulting application name: Photoshop.exe, version: 16.0.0.88, time stamp: 0x55681d39
Faulting module name: Photoshop.exe, version: 16.0.0.88, time stamp: 0x55681d39
Exception code: 0xc0000005
Fault offset: 0x0000000004f95bc9
Faulting process id: 0x2060
Faulting application start time: 0x01d0a863f2a5c7c5
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Photoshop.exe
Faulting module path: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Photoshop.exe
Report Id: 98071253-1457-11e5-be10-8cae4cf9ac66

9 Messages

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590 Points

6 years ago

Jeffery
I think this is what you are looking for:

Log Name: Application
Description:
Faulting application name: Photoshop.exe, version: 16.0.0.88, time stamp: 0x55681d39
Faulting module name: Photoshop.exe, version: 16.0.0.88, time stamp: 0x55681d39
Exception code: 0xc0000005
Fault offset: 0x0000000005fcbc70
Faulting process id: 0xe20
Faulting application start time: 0x01d0a864ea969c39
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Photoshop.exe
Faulting module path: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Photoshop.exe

9 Messages

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590 Points

6 years ago

Adam,
This solution did work for me. You called this a temporary fix... how will this affect my work in Photoshop?

3 Messages

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80 Points

6 years ago

Adam, it works for me as well! Can you explain why and what the advantages/disadvantages are of using the Graphics Processor? What are we giving up and will Adobe be fixing the issue?

Thanks for the work around!

Employee

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229 Messages

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6K Points

6 years ago

It will disable what few features are GPU dependent (like 3D).  When I say temporary it means that we'll work to try to get fix out for this asap.  It would really help if everyone on this thread could include their system info, specifically what OS and video card are being used.  Thanks.

2 Messages

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70 Points

It does not work for me:( frustrated

3 Messages

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80 Points

6 years ago

my OS is Windows 7 Pro.
My graphics card is AMD RADEON HD 6350
I have dual screens, if that makes a difference.

Adobe Administrator

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15.9K Messages

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295.3K Points

6 years ago

Directions for sharing your system info from Photoshop:

http://feedback.photoshop.com/photosh...

Sr. Product Manager, Adobe Digital Imaging

9 Messages

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590 Points

6 years ago

My OS is WIndows Home Premium
I think my card is Intel (R) G45/G43 Express CHipset.

6 Messages

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152 Points

6 years ago

I think that the fix mentioned here is probably correct. I spent a half hour with Adobe support on the chat line, on a remote connection with them. As it turned out it was in fact my graphics card, a rudimentary, integrated card on my Toshiba laptop that was creating the issue. I run Windows 7 but I don't think it matters in this case whether you are Mac or Windows since its mostly a preferences/hardware issue. When I disabled the advanced options in preferences the issue disappeared. Of course I don't have some of the neato performance features that having accelerated graphics capabilities, like 3D, or seamless scrolling, but its also not hanging up at file closure now either.

15.1K Messages

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195.8K Points

Have you updated your video card driver from the GPU maker's website? (Not Microsoft or a system builder)

6 Messages

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152 Points

There is no update for this particular driver. I've been to the GPU manufacturers and/or the hardware sites numerous times to no avail. But thanks for the suggestion. :)