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Adobe Photoshop Family

105 Messages

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3.8K Points

Thu, Jul 7, 2011 7:33 PM

Solved

Photoshop: "Adobe Community Help" keeps popping open (Windows)

Adobe Community Help keeps popping open when working within Adobe Photoshop CS5. I'm not sure if I'm doing some sort of shortcut that causes it to open, but sometimes (maybe once instance, during a 40hr week) Adobe Community Help will open in a Window while I am doing stuff in Adobe Photoshop CS5.

I'm not sure what causes it, but I'll close the Community Help window, and then continue working in Photoshop, and it will open again. Only way to keep it from opening back up again is to close and restart Photoshop. This has happened to me on my home PC as well, and in previous versions of Photoshop, if I remember correctly. I am using Windows 7 now, but I think I've had this happen on XP too.

Is it because there are updates available? Is it because I'm doing some sort of weird shortcut that I don't know about?

An example: I was transforming an object (using the mouse, clicking, using shift button while moving the cursor, using the space bar while panning, etc.) It just opened again. Guess it's time to restart Photoshop...

Responses

Official Solution

32 Messages

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1.1K Points

7 years ago

Hi everyone,

This is Jeff Sass one of the Photoshop Engineering Managers.

First, I wanted to apologize how long this bug has been in Photoshop. It was quite challenging to reproduce and we have been trying for a long time.

Second, I wanted to share the good news that we have been able to reproduce this bug in house with our automation system and have a fix for this issue that will be released in a future version of Photoshop. This fix is a Windows only fix (we haven't seen any reports of this happening on the Mac). This will resolve the issue where the Adobe help is launched in your default web browser when you are using Photoshop especially in dialog boxes (like Color Picker, or Layer Style). This issue had nothing to do with external plugins and can be reproduced with a default install of Photoshop. You just need to do a certain internal operation 3999 times before it shows up.

Third, thank you to everyone that has come to the forums to post about this issue. We take customer feedback very seriously and appreciate all of the feedback we received on this issue to help us finally narrow it down.

Thanks - Jeff

74 Messages

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1K Points

This is the best news ever...especially since today I had the worst instance in a few years of this happening. It was launching 4 or 5 help windows at a time whenever I Alt+Tabbed back to Photoshop. Took some gamerific timing to get that Color picker closed and save my work... So glad this finally got figured out! Great work.

15.1K Messages

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195.8K Points

So it wasn't an outside factor like we thought, but a time + type of operations done + magic numbers problem. I am SOOO glad they found the cause...

105 Messages

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3.8K Points

Thanks Adobe, for finally admitting it was your fault! Haha. By the way, by disconnecting my internet while using Photoshop, I was no longer having this issue. Not sure if that had anything to do with it. Would be curious for a good explanation of what true culprit(s) was/were...any how it took numerous years for them to find it. But none the less, just glad my biggest gripe can now move to another topic. ;)

15.1K Messages

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195.8K Points

The biggest problem was the lack of a reproducible case. When we expanded some of our automation tests, we suddenly had a reproducible case.
As for the nature of the problem - eh, that's kind of buried in the details of Windows resource management plus the application code. It wasn't obvious, as several senior engineers had already spent weeks looking for possible causes. I even spent a lot of time looking for the cause and came up empty, and our windows API experts spent even more time on it...
We just had to find a way to reproduce the problem reliably, then we could track it back to the cause.

Official Solution

32 Messages

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1.1K Points

7 years ago

Hi everyone,

The CS6 (13.0.1.3) patch has the fix for this issue. The readme specifically names this fix along with a number of others:

"Notable Windows specific bugs fixed

While using Photoshop (e.g. Color Picker or Layer Styles) PS launches browser with Help URL and crashes"

This fix is Windows only and is available for free simply by choosing Help->Updates from within Photoshop CS6.

This fix will also be released in a future Photoshop CC release for Creative Cloud subscribers.

For more information please read the following blog post:
http://blogs.adobe.com/photoshopdotco...

I wanted to thank all of our customers again for helping with this fix especially Garconis who started this thread.

Thanks,
Jeff Sass

1 Message

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60 Points

Thanks for the fix!

17 Messages

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260 Points

will there be an offline patch?

online patches really make it seem like you are actually engineering these problems yourself in order to have online update access for exploitative, malicious, or non-transparent purposes

Champion

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882 Messages

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19.2K Points

Dawei, it is available in the downloads section of the Adobe site: http://www.adobe.com/support/download...

2 Messages

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62 Points

Please pin this response to the top of the topic. Thanks!

17 Messages

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260 Points

thanks, any idea why Photoshop_CS6_13_0_1_1_update applies to my Windows7x64 PS CS6, but both Photoshop_CS6_13_0_1_2_upd & Photoshop_CS6_13_0_1_3_upd say that "this update doesnt apply to me"..?? I have no idea why...

Official Solution

32 Messages

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1.1K Points

7 years ago

Hi everyone,

The Photoshop CC 14.2 patch has the fix for this issue. Details are at the following blog post:

http://blogs.adobe.com/crawlspace/201...

The CS6 (13.0.1.3) patch has the fix for this issue. Details are at the following blog post:
http://blogs.adobe.com/photoshopdotco...

For both versions please select " Help -> Updates" to patch Photoshop to the latest version.

I wanted to thank all of our customers again for helping with this fix especially Garconis who started this thread.

Thanks,
Jeff Sass

2.1K Messages

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32.2K Points

9 years ago

The only keyboard shortcut to open Help in Photoshop is F1.

You may want to check if this has been modified though. Go to Edit>Keyboard Shortcuts, then check under the Shortcuts For: Application Menus. Expand Help and check Photoshop Help. Or, you can just use the Photoshop Defaults Set.


If your keyboard shortcuts haven't been modified, you may have an application on your computer that does it for you. Try shutting down applications that run in the background.

11 Messages

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370 Points

9 years ago

Garconis, can you let us know if reassigning keyboard shortcuts as recommended by Brett solves the problem?

We're seeing a flurry of comments on Help itself about this issue. If reassigned shortcuts aren't the cause, there may be a conflicting third-party utility on your system, which we'd like to work with you to identify.

Thanks!

105 Messages

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3.8K Points

9 years ago

It's funny, because it happened again today after an hour or so of using Photoshop at work. However, unlike most times it happens, I was not able to get it to happen again. I simply closed the Community Help window that popped up, and it didn't re-open like it usually does when I continue to Photoshop away.

After it happened today, I checked my Keyboard Shortcuts, and they are all set to default. I personally have not done anything with setting shortcuts for any of the Adobe programs. I just changed a few of the preferences from default, and created a workspace that I use. I do have an extension installed in Photoshop, but I'm fairly certain it was happening before that too -- as I'm fairly certain it's happened on my XP machines, before I upgraded to Windows 7 a while ago.

11 Messages

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370 Points

9 years ago

Hmmm... if shortcuts are untouched, this likely is related to a specific software conflict on your system.

What's the Photoshop extension? Can you temporarily uninstall it and see if the problem recurs?

Thanks again. If we get to the bottom of this, we could help out hundreds of Photoshop users.

105 Messages

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3.8K Points

It's one that another user on here created, from this topic:
http://feedback.photoshop.com/photosh...

This is the actual file:
http://sites.google.com/site/davidjen...

I can try disabling it tomorrow when I get to work. Though, I have grown quite accustom to using it.

Also, the files I work with are on a network drive. Not sure if that could have anything to do with Community Help opening "randomly".

105 Messages

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3.8K Points

9 years ago

I disabled the extensions a about a week and a half ago. Today, the Adobe Community Help opened up again. I was using the Color Picker and while I was selecting the color I wanted, with the mouse/cursor, the window popped open. Wasn't touching the keyboard or anything. I attached a screenshot of the window that opened.

I had 5 PSD files open in Photoshop. The following programs were open: Windows Explorer (2 windows), Chrome (2 windows), Microsoft Outlook, Adobe Photoshop CS5, Adobe Illustrator CS5, Google Talk, and FileZilla.



I closed the window, and then used the picker again. Window opened up again.

44 Messages

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796 Points

First time I saw this error was today, and I was using the Color Picker, messing around with gradients when it happened! I'm on Photoshop CS6 x64 Windows 7 SP1 x64

105 Messages

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3.8K Points

9 years ago

It happened again today under certain circumstances. I had the color picker open and everytime I clicked, the Community Help window would re-open. I initially closed it, and no matter where I clicked (even if it was just somewhere on the main Photoshop toolbar) the Community Help would pop open. So I decided to not close it, and still no matter where I clicked within PS CS5, the window would come to the fore-front (note that it wouldn't open another window, it would just bring up the one that was already open). To stop this craziness, I had to close the Color Picker. Then, finally, Community Help would stop re-opening.

29 Messages

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410 Points

9 years ago

Here is what I noticed. The message pops when I'm changing values of an effect. I've had that when I used the color picker in gradient tool. I've been using the trial version on CS5.5. I've had the software crashed while I kept closing the window.

11 Messages

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370 Points

9 years ago

We experienced this recently here at Adobe, and the only unusual thing installed on the machine was a Wacom tablet.

Garconis and RazmikM, do you possibly have a Wacom tablet installed?

And RazmikM, are Google Talk or FileZilla possibly installed on your machine?

29 Messages

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410 Points

9 years ago

no I don't.

105 Messages

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3.8K Points

9 years ago

I do not have a Wacom tablet installed.

29 Messages

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410 Points

9 years ago

No Google Talk or FileZilla.

11 Messages

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370 Points

9 years ago

Thanks for the quick replies. We'll continue to try and identify common variables here.

What's the make and model of your PC's? Perhaps the vendor has pre-installed a conflicting background app.