jenny_sacchetti

17 Messages

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224 Points

Thu, Oct 19, 2017 2:07 PM

Photoshop CC: Can't open any files, fails silently

My local IT support rep installed Creative Cloud and Adobe Photoshop CC 2017, plus Illustrator and a few others. Illustrator can open files just fine... but Photoshop doesn't.

Version is 2017.0.1 Release, 20161130.r.29 x64

If I go to File > Open and browse for a file, selecting it as usual, it never actually opens. There is no error or message. I've tried loading different types of Workspace layouts and resetting them in the hope that the window is just tucked away somewhere odd -- nope.

If I make a new file from scratch, that opens just fine, so that's promising; means it is displaying the window in the workspace. But if I save it and try to reopen it from Recent Files, that doesn't work either.

Also, once I close that file, all my File options get grayed out -- no New, Open, nothing except Open Recent (which still doesn't work.) Even Exit is grayed out, though Control-Q allows me to successfully exit Photoshop.

Any ideas?

Responses

jenny_sacchetti

17 Messages

•

224 Points

3 years ago

I tried the suggestion listed here:
https://feedback.photoshop.com/photoshop_family/topics/photoshop-cc-2017-wont-open-files-of-any-type...

And now Photoshop crashes every time I try to open it.

jenny_sacchetti

17 Messages

•

224 Points

And I cleared my preferences using control-shift-alt on Photoshop start-up, so the program doesn't crash anymore... still won't open files, though.

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

3 years ago

Howdy Jenny,

I'm not really clear on what you're seeing. Does that app respond at all? It sounds like you have a dialog that may be displaying off screen. The app is waiting for you to respond before allow you to process anything. It's just a hunch, but let's roll with it.

Windows, right? Go to Edit > Preferences > General. Uncheck "Show 'Start' Workspace When No Documents Open" and Check "Use Legacy 'New Document' Interface." Relaunch PS.

At this point, you should have the app loaded with no documents visible, right? Click the Command Menu. Is it enabled or still disabled?

Let me know. Also, I'm open to doing a web-hosted screenshare to help you track this down -- just let me know.

Thanks,
David

jenny_sacchetti

17 Messages

•

224 Points

I had tried adjusting those preferences previously, right? So I just did what you said, and now it's back to crashing every time I start Photoshop. A pop-up says "Adobe Photoshop CC 2017 has stopped working. Please close the program" and then my only option is close.

3 years ago

jenny_sacchetti

17 Messages

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224 Points

Oh, and as for what I'm seeing -- before I did this and it went back to crashing, Photoshop opens and looks normal. I have normal dialogue boxes to open file (going through Explorer, etc.) and then select it as usual. Then instead of a window opening in PS with the file... nothing happens.

Dragging a file into the PS workspace doesn't work either, nor does "right click > open with > Photoshop" over in Explorer.

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Howdy Jenny,

Clearing your preferences should have reset your checkboxes. My suggestion above was to put them back into a state where we can rule out any internet lag.

The pop-up has me thinking that something in your configuration is incorrect. Are you running any third-party plugins? What other applications do you have running? You have admin rights over the machine, correct? And, to be certain, what OS version are you running? Oh, yeah, and is there a reason you're running 2017 instead of the latest release?

Thanks,
David

3 years ago

jenny_sacchetti

17 Messages

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224 Points

They were originally unchecked and I checked both (my mistake, sorry! I see now I should have checked only the one) And now I haven't been able to clear the preferences again to fix that, even with the key combo to do so -- it asks me for admin privileges now, though it didn't before.

Unfortunately, I don't have administrative privileges. I am not running any third-party plugins. This is Windows 10. I don't know why, this is the version our IT person installed before shrugging and closing the ticket....

Edited to add: Oh, and also I tried all this with every other program closed.

3 years ago

jenny_sacchetti

17 Messages

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224 Points

OH and I finally got it to clear preferences again! I made sure the checkboxes fit what you said above this time, and it's still crashing every time I restart...

3 years ago

jenny_sacchetti

17 Messages

•

224 Points

All right, it looks like if I check "Use Legacy 'New Document' Interface," that's when it crashes on start-up. So for now, I have that unchecked. Now Photoshop will start, and doesn't open files.

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Hiya Jenny,

You have to relaunch PS after making those preference changes to be sure they're in effect. Since it's crashing each time, it sounds like you are. 8-(

I'm pretty sure you need to run PS with administrator privileges. I'm double-checking with a colleague.

FWIW, I run 2017 and 2018 both on my Win10 machine in the office without a hiccup every day (home sick today). But I also have admin rights on that machine. If there isn't any software on your machine conflicting with Photoshop, then that's probably the sticking point.

Did your machine configuration change? Was this working for you (without rights) before?

3 years ago

jenny_sacchetti

17 Messages

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224 Points

Yep, I'm re-launching. It's not crashing right now -- the crash seems to be tied to if I check "Use Legacy 'New Document' Interface."

I don't have the option to use administrative privileges on my machine; the IT folks do that when they come work on your machine. This is a new computer which is why they reinstalled it. It always worked fine on my old machine without admin rights. (Also, my coworker uses it just fine without admin rights on his own machine here)

I have access to the Win10 Software Center so I can uninstall it and reinstall it without their help... guess I'll try that.

And yes, I run it just fine on my home machine using Win10, so I know how files usually open etc.

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Howdy Jenny,

Could IT have added something to this new machine that wasn't on the old one? Maybe some seemingly-innoculous utility?

I'm kind of at a loss here, since I can't repro the problem and I've never seen anything like it before.

Thanks,
David

3 years ago

jenny_sacchetti

17 Messages

•

224 Points

I've been finding a lot of threads with similar issues, so I guess I'm not the only one, but that's not the same as a repro (I know)

I have no control over or options about whatever else is installed on this machine. All I know is that it works fine for my coworker and not for me.

I did use Software Center to uninstall and reinstall PS, but it's still broken in the same won't-open-files way.

Oh well. Thank you for trying! I'll just talk to IT again about cancelling my unusable subscription.

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

But you can create new documents, right? And those documents you newly create cannot be opened? That's not something I've been hearing.

I asked you to change the options so we could rule out any weird lag in your internet services, but to have all attempts to access the OS's Open dialog trigger a crash points to a problem with the system or the software installed on it. What about other apps? Does Illustrator or InDesign have problems? Are you using the OS's Open dialog with them?

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Oh, and have you checked to see if your drivers are up-to-date? I do recall that there was an issue with a previous version where old drivers prevented the app from opening files. And that would be consistent with a fresh install on new hardware.

3 years ago

jenny_sacchetti

17 Messages

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224 Points

Yep, I can create a new document, scribble inside it, save it, and close it. If I go under Recent, it's listed there. But I can't open it again through there or any other method, either.

Illustrator CC works fine, opens files no problem. (Again, with no admin privileges.)

At this point, I've tried and failed to open files in Photoshop using:
-- the OS Open dialog, having set the default program to Photoshop
-- the OS Open With dialog, selecting PS
-- the Open dialog inside PS
-- the Recent list (as mentioned above)
-- dragging files from the OS into the workspace area of Photoshop.
-- Browse in Bridge

Which drivers in particular?

3 years ago

jenny_sacchetti

17 Messages

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224 Points

Status update: Our local IT person updated my graphics display drivers, and that didn't help either.

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Hey Jenny,

Could you email me a copy of your Sys Info (go to Help > System Info and copy the info to a text document)? David <dot> Mohr <at> Adobe <dot> c O m. That might have some clues as to what's different about your setup.

Thanks,
David

3 years ago

jenny_sacchetti

17 Messages

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224 Points

Hi David, I emailed it. I also tried the font fixes mentioned elsewhere on this page, the ones my administrator allows. No luck, it's still broken. Thanks.

3 years ago

jim_west_1464556

2 Messages

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70 Points

3 years ago

Similar issue here. I just updated to Photoshop and Bridge CC 2018. Works fine on my laptop, but on my Windows 10 desktop, I can't open a raw image. The Camera Raw (just updated also) window opens, but then the image will not open in Photoshop. Plus it causes Photoshop to crash--not response to anything.

jim_west_1464556

2 Messages

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70 Points

I think I fixed my own problem. Purged the cache in Camera Raw Preferences and now it works fine!

3 years ago

keith_robertson_d216vfyl8v0fc

4 Messages

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132 Points

3 years ago

Hi Jenny, Jim,
The exact same thing happened to me on a Windows 10 system when I installed Photoshop CC 2018 yesterday. Tried all the steps that Jenny mentions but nothing worked. Going to try purging the cache as per Jim's suggestion and see if that works. Will report back tomorrow. K

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Howdy Keith,

Do you get any dialog when PS fails to open a file? Are you getting any crash notifications or logs? Could you take and post screenshots? Is this a new installation or did you have Photoshop on this machine before?

Thanks,
David

3 years ago

keith_robertson_d216vfyl8v0fc

4 Messages

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132 Points

Hi David, I'm afraid not. No dialog when PS fails to open a file. I just get a blank window and nothing happens. Everything goes greyed out and I have to force quit PS. It did open a PNG image, when I had just installed it, for about 2 mins and then froze. I had PS on the machine already and this was an update. When the problem started I uninstalled PS and did a reinstall just to see if that would work but nope. K

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Howdy Keith,

Hmmm, your scenario is slightly different than Jenny's -- her machine is new. Have you tried trashing your font cache? That could have become corrupted during the upgrade. You can find full steps here: https://helpx.adobe.com/photoshop/kb/troubleshoot-fonts-photoshop.html . Also, how is your internet connection on this new machine? It sounds like you may have either a) a dialog displayed that you're not seeing (maybe it's being displayed beneath your open windows?) or b) your machine is trying to download something and either failing or hanging. What happens when you try to create a new document from scratch? And I'm assuming that you changed your preferences already, as I mentioned to Jenny, correct?

Let me know,
Thanks,
David

3 years ago

keith_robertson_d216vfyl8v0fc

4 Messages

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132 Points

Going to run through everything tomorrow when Im back in front of the PC. I had searched for an article at the time and couldnt see anything relevant but now that I've found this thread, Im pretty confident I'll have it sorted tomorrow. I'll log each step as I go. Thanks. Keith

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Awesome! Thanks. I'd love to get to the bottom of this and figure out what strangeness is trigger the issue.

David

3 years ago

keith_robertson_d216vfyl8v0fc

4 Messages

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132 Points

Morning all!
So, good news. I appear to have fixed the problem. (I am a Mac user the last 20+ years but this issue was on a PC so I was in somewhat uncharted territory in terms of system fixes etc). Which step actually produced the fix is not clear as I did all of them in sequence and then tried PS CC 2018 and it's working fine. This article worked very well for me. I'll run through the steps I took:

1: I purged the cache across the whole system along with any other temporary files with CCleaner.

2: I also ran Disk Clean-Up just to be sure (it came up with about 40mb of other unnecessary data that I could clear) then did a system restart

3. I opened PS CC 2018 (dumping the settings at this point also) and followed the steps David had mentioned at the top of the thread "Preferences > General > Check "Use Legacy....", Uncheck "Show "Start" Workspace..., then I restarted PS and it's all working perfectly the last 2 hours.

If that changes for any reason I'll be sure to let you know (just before I jump out the window)

Thanks
Keith

3 years ago

jenny_sacchetti

17 Messages

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224 Points

Ah well, wish I had the option to try all that! I cleared some of the font caches, at least. No joy. I am truly glad it works for you though, Keith.

3 years ago

harvey_saidha

1 Message

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60 Points

Keith's suggestion worked for me - Preferences > General > Check "Use Legacy....", Uncheck "Show "Start" Workspace..

2 years ago

nik_venet

1 Message

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60 Points

3 years ago

I am running OS 10.13.13 and have this same problem. Wether I select in bridge, off the desktop double clicking, or 'open with', or any way one can open a file with photoshop nothing happens. No dialogue box, no error message. Please advise

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Hi Nik,

Are you still having this problem? Have you tried clearing your preferences? When you click File > Open and select a valid PSD within Photoshop, what happens?

If you want, I'm happy to set up a web-hosted screenshare to help you get to the bottom of this.

Thanks,
David

3 years ago

jennifer_wilson_5rjwead3yi5j6

1 Message

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60 Points

3 years ago

Mine is doing the same for Photoshop CC 2018. This issues was not happening until the most recent update and has been getting progressively worse/less responsive. At first this would happen occasionally, now Photoshop cannot open any images types unless they are a Photoshop extension - no error messages and tired to open the files in various ways too. Even tried uninstalling and reinstalling. Computer is new and freshly updated OS 10.13.3.

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Howdy Jennifer,

Have you tried clearing your preferences? What happens when you try to open a JPG or GIF with Photoshop? TIFF or PDF?

Thanks,
David

3 years ago

glenda_ritchick

3 Messages

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120 Points

3 years ago

I too am having problem since I upgrade CC2018. I have PC running Windows 7. It will not open a simple jpeg file. Says "not enough room to display document " Very frustrating. Sorry I upgraded.

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Howdy Glenda,

That sounds like you've run out of hard drive space after the installation. If you upgraded for a different version number, we don't remove it, so you'll have two copies on your system (plus the installer) and that's very likely to make you run out of space.

Hope that helps,
David

3 years ago

jenny_sacchetti

17 Messages

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224 Points

3 years ago

Final status update:
My IT support folks had to re-image my computer due to a separate issue. Now when they reinstalled Photoshop, this time it behaved. So.... I'm glad it's fixed, but never did work out an actual solution for the original install/reinstall over all those months! Good luck, everyone.

tedych

5 Messages

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140 Points

3 years ago

This seems a very long lasting issue, I had it in 5.5, CS6 multiple times.
A rarely mentioned "fix" I couldn't even find online now (but have made a record of in my notepad app), which works for me everytime I encounter it (occasionally) is pressing the key combination Ctrl+Shift+Break inside PS. Today this happened for the first time on my new installation of CC2018.
This time I had to press it twice in two consecutive startups of PS and it workked, again.
I don't know what this does but this has been my fix for very long time, this bug seems chronic for PS and will never be fixed properly by Adobe (as many other similar show-stoppers). Years ago, I spent DAYS searching for a fix/workaround just for This bug, not mentioning many others.

PS and Adobe softwares are definitely the most buggy softwares I've ever seen on Earth, hands down.

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Hi Teych,

So, I have a pretty strong suspicion that there's something else going on with your system, particularly if CTRL+SHIFT+BREAK helps. Why? Cuz the Break key is specifically ignored by Photoshop, documented or not. That key is specifically unavailable for custom assignment nor do we use it anywhere else. If that key-combo is helping, it's impacting some OTHER application, which would also be the likely trigger to the problems you're seeing. What other resident apps do you have? They don't necessarily have to be running; some little applet could be waiting for keyboard input (including the Break key) to come to life. Common offenders are music editing and screen capture applications.

Does this make sense?

David

3 years ago

tedych

5 Messages

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140 Points

Hi David.
Yes, I know Break is an "out-of-bounds" key.
I found this "method" several years ago in Google after days of scouting for a fix. So it's not only me.
I had few suspicions (particularly Autohotkey which I use a lot), but this problem persisted after quitting all resident apps, even after reboots.
Also, I had this under Win7, and now on Windows Server 2016 on a completely new machine and software/drivers. Also it doesn't happen often, and it happens only in PS, not other Adobe apps.
Not sure what this combination does but it wasn't just me, and it seems to fix this while No other "solution" worked, then and now.

3 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Hi Tedych,

Oh, it's great that you're posting a solution to help folks. That's not at all what I was trying to say.

My concern is that the key-combo you've mentioned doesn't do anything in Photoshop, so if it's having an impact, then whatever it's having an impact on is the application responsible for the problem you're seeing. Since I cannot reproduce this problem at all, it leads me to believe that other app is the cause of the failure. But I'd like to know the specifics, so at the very least we can be confident of the source of the problem and potentially put in defensive code to avoid it impacting users. Does that make sense?

Thanks,
David

p.s. -- many apps have side-car utilities or applets that either load automatically at boot or do not all go away when you quit the parent app and, quite frequently, such "little" apps do trigger these kinds of problems.

3 years ago

tedych

5 Messages

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140 Points

Yes, I know, we all want to know the specifics and cause for this.
The thing is, this issue may not happen for months and maybe year(s), but throughout the lifetime of the OS (in my case 5-8 years) it may happen 4-5 times. The first time I encountered this it took me almost a week of research.
So it's not something I/we can reproduce easily. I use my programs daily and can't remember to have used the PC in a different manner or started something rare when this issue happens. And it only happens in PS out of all hundreds of programs, even other Adobe's.
As to key combination, it may be just some of the keys that fix this (for example Ctrl+Break part, or Shift+Break, or maybe... ctrl+shift only?!, which is my combination to change OS languages), I don't know. It may affect something system that is used by PS, but the issue is strange and cannot think of why it wouldn't react at all when opening or creating a file.

3 years ago

you_tube_6ha3mxz0flskp

1 Message

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80 Points

I know I'm a couple years late to the party here, but this Ctrl+Shift+Pause (or Break if you prefer) solution just worked for me as well.

David, if you happen to see this post, I Googled what that key combination does, and it looks like it's a shortcut for Remote Desktop Services to switch between fullscreen mode and windowed mode.

When looking at the Services tab in the Task Manager in Windows 7, it looks like this particular background service goes by the name "TermService".

It might also be work mentioning that pressing Ctrl+Shift+Pause a second time does NOT cause the problem to come back. Seems a bit odd to me since this key combination is a toggle function.

Hope this info helps you folks figure out a way to make Photoshop cope with whatever this service is doing.

a year ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Thanks for sharing this. I'll pass this along and see if it can be the a-ha element here.

a year ago

hamish_more

1 Message

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60 Points

3 years ago

Running CC Photoshop on Win10, 64GB RAM and SSD. standard JPG file no longer opening, was fine 2 days ago. Now no file opens in Photoshop. Deinstalled and reinstalled, no change. What's going on?

julie_clark_dxqq48nbjlha2

1 Message

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60 Points

Similar problem -- did you find a solution?

3 years ago

JeffreyTranberry

Adobe Administrator

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15.9K Messages

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295.3K Points

It may help if we could see your Photoshop System Info. Launch Photoshop, and select Help > System Info... and copy/paste the text in a reply.

Sr. Product Manager, Adobe Digital Imaging

3 years ago

moosemiester

5 Messages

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100 Points

2 years ago

I have reinstalled PhotoShop about 300 times on Windows 10. That's the only fix. Really sick of PAYING for a product that refuses to work when I most need it.

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Howdy,

That sounds really frustrating. I can understand why you're upset. Let's see if we can get your working again.

First, did this ever work for you? When? What sorts of changes have you made to your system since then? Hardware or software can sometimes cause problems.

When you uninstalled, did you go back through and erase everything lingering in the installation directory? We don't nuke user files, but such a file might be the source.

Have you checked under Edit > Preferences > Performance to see if at the top-right if Use Graphics Processor is checked? Uncheck/Check it and see if that clears the problem (your GPU might have issues).

This sounds crazy, but have you checked the integrity of your font cache? A single, corrupted font can be murder on your system. Here are some tools and steps to check your font caches: https://helpx.adobe.com/photoshop/kb/troubleshoot-fonts-photoshop.html and cuz you're on Win10, here are some other pages to help you clear your system cache (cuz if you don't, it'll just recorrupt the PS cache): https://winaero.com/blog/rebuild-font-cache-windows-10/ and https://www.thewindowsclub.com/rebuild-font-cache-in-windows

If all this fails, ping me here and we can look at other things that could be causing your problem.

Thanks,
David

2 years ago

moosemiester

5 Messages

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100 Points

Reinstalling the product fixes it every time. It only breaks when I need it the most. Have tried every fix, occasionally one of them works, but not a second time,

I have two desktops and a laptop. Happens on all of them. I re-install Windows every year to keep things clean, and have a minimal number of installed programs.

The last stable Photoshop on Windows was CS6...

I use the product primarily to review client deliverables before handing them off to development teams, so it's not like I am running it all day every day.

I suspect there are a lot of us out there who have just given up and re-install over and over,.

2 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

At the risk of sounding like a corporate shill, I actually use Photoshop pretty much every day on a wide variety of machines (typically 4+). I've never had this problem not have I heard of it. So, it's not super common, cuz the forums light on fire when we ship a bug that even 5% of users hit.

Now, you do know that you have to periodically reconnect with the internet to keep your subscription valid, right? And when the validation happens, it might take a minute or two, giving the APPEARANCE that PS hung, but really, it's just waiting for something over the 'net. That's really the only difference with CS6. The best work-around is to just run the app every week or three.

You should try the trouble-shooting steps I mentioned. A corrupt font cache could easily be masked in the short term with a reinstall. If you keep doing what you're doing...

If you'd like to schedule a web-hosted troubleshooting session, just let me know.

Thanks,
David

2 years ago

moosemiester

5 Messages

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100 Points

Hi David
There's nothing wrong with being a corporate shill! Adobe products are awesome, and you guys all but own the market for design tools like PS/XD/AI.

The problem is confined to Windows. Most designers are using MAC's. I'd use a MAC, but as a Manager most of my life revolves around Microsoft Office products, which run much better on Windows.

A year or two ago I spent an hour with Adobe support and they couldn't figure it out either.

When it breaks I'm on deadline with an Urgent! Critical! ASAP! deliverable.

It works today. I can't make it break. But it will break again.

Just my two cents but you need to increase the budget for WIndows developers, I'd wager you build the products on Macs or Linux desktops and one poor outcast is tasked with porting it to Windows...

Nice talking to you. I look forward to a future where I'm not on deadline watching the creative cloud installer.

2 years ago

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Howdy,

Tell you what, next time this happens and breaks, ping me here immediately and I can do a web-hosted screenshare with you to troubleshoot the problem, ok? I do it all the time.

Thanks,
David

2 years ago

moosemiester

5 Messages

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100 Points

I switched to MAC, haven't had a problem since.

2 years ago

brendan_opiekun

1 Message

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60 Points

2 years ago

This same issue is happening to me with Photoshop CC 2018 on a 2018 MacBook Pro. Can't find information for this happening on the Mac platform online. Very frustrating.

dmohr

Adobe Administrator

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3.5K Messages

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53K Points

Hi Brendan,

Did you try the same steps I suggested to the other users here? Did they work for you? Historically, font corruption is a bigger deal on Mac, so checking your font cache might be a good idea.

If the problem persists, let us know the steps you've already tried so we can figure out what to try next.

Thanks,
David

2 years ago

jenny_sacchetti

Photoshop CC: Can't open any files, fails silently

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dmohr

jenny_sacchetti

jenny_sacchetti

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jenny_sacchetti

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tedych

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