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Adobe Photoshop Family

6 Messages

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120 Points

Thu, Feb 20, 2020 7:53 PM

Photoshop 21.1 Crashing on Launch - macOS 10.15.x

The latest update is causing continual crashing on launch. I am able to open a file but as soon as I try any action / file open / access preferences, Photoshop instantly crashes for no reason. This has rendered my ability to do client work to zero which is costing our agency money!

Responses

Adobe Administrator

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14.9K Messages

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286K Points

8 months ago

What does the crash log say in it?

If you haven't done so already, please submit all Crash Reports along with your email address: https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html

What sort of troubleshooting have you tried? https://helpx.adobe.com/photoshop/kb/basic-troubleshooting.html

Sr. Product Manager, Adobe Digital Imaging

6 Messages

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120 Points

8 months ago

Hi Jeffrey,
Yes I have submitted multiple crash reports. I have removed user prefs, uninstalled, reinstalled, rolled back to the previous version ( which created an error on save for web export ). So Without rolling my operating system back to allow for an older version below 21.1 ( which I'm not prepared to do ) I'm pretty much stuck until there is a patch.

Adobe Administrator

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14.9K Messages

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286K Points

8 months ago

What version did you have installed prior to 21.1? 21.0.3? You should be able to roll back to the that update.

Sr. Product Manager, Adobe Digital Imaging

6 Messages

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120 Points

8 months ago

Yes, correct 21.0.3 - Rolling back to that version throws up program errors at the time of export. So we can work within files make edits etc, but when we need to export for web ( Create previews ) there's an error panel that warns of a critical program error and command cannot be completed.

Adobe Administrator

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14.9K Messages

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286K Points

8 months ago

Does disabling "Use Graphics Processor" stop the crashing?

Sr. Product Manager, Adobe Digital Imaging

6 Messages

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120 Points

8 months ago

No I've tried that as well. I've even tried turning on and off again.

Adobe Administrator

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14.9K Messages

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286K Points

8 months ago

When you submitted the crash logs, did you include the email address you've used to sign in here? Or a different one?

Sr. Product Manager, Adobe Digital Imaging

6 Messages

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120 Points

8 months ago

I used jamie@if that helps. We have multiple users within the agency under team but I used my personal work email to log the report.

Adobe Administrator

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3.5K Messages

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53K Points

Howdy "Jamie"

My name is David and I work with Jeff on Photoshop.  Would you be interested in doing a web-hosted screen-share to get to the bottom of this bug ASAP?  All you need is an internet connection and (preferably) a phone line.

Just ping me back here and I can schedule a time with you.  8-)

Thanks,
David 

18 Messages

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510 Points

Please try disabling font preview and see whether it solves the problem. 
-Vinod