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110 Messages

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1.2K Points

Thu, Jan 24, 2013 12:07 AM

Photoshop: CS6 crashes when print is selected

Hi
I get very repeatable crashes with photoshop CS6 when a printer has moved from USB port to another. Photoshop keeps info about the last used printer associated with a file and if that printer has an issue, CS6 will often crash. Here is the signature:

Problem signature:
Problem Event Name: APPCRASH
Application Name: Photoshop.exe
Application Version: 13.0.1.0
Application Timestamp: 5022da9d
Fault Module Name: StackHash_abd3
Fault Module Version: 6.1.7601.17725
Fault Module Timestamp: 4ec4aa8e
Exception Code: c0000374
Exception Offset: 00000000000c40f2
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: abd3
Additional Information 2: abd37d272f1b32d78fe153539d0c1b7c
Additional Information 3: 73bd
Additional Information 4: 73bdc1db017ff90109a67fa2da91a7f3

If the same file is opened again, it will crash again. Solution is start with a new file and move all the layers to the new file.

I have seen this behavior on multiple computers, with different printers, so not likely to be a driver problem.

Allen

Responses

15.1K Messages

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195.8K Points

8 years ago

Photoshop doesn't know or care what port the driver is connected to (that part is managed by the OS).

But the OS and the driver do care.

What model printer are you using?
And have you checked with the manufacturer for updated drivers?

110 Messages

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1.2K Points

8 years ago

Chris:
Photoshop does remember what printer was last used for a file. So when that file is opened the last used printer for that file is the "default" printer for that file. I think Photoshop also does an inquiry to driver to pull up the defaults (that is my guess) when the Print is selected from the menu. It is at that point that Photoshop crashes, before the print dialog box is presented. In CS5 I would see a similar behavior, just didn't crash. Instead it said that the selected printer didn't exist and it would not let you select a different printer. Same fix then as now with CS6.. create a new file, drag all the layers over and start with the system default printer.
In CS6 I have seen this behavior on multiple printers (all drivers are current) and multiple computers. Most often is with DNP printers because their driver doesn't remember what serial number is with which driver, so when a printer is moved to a different USB port, a new copy of the printer is created which lives an orphan copy which seems to trip up Photoshop. I have also seen this with Ricoh printers.
Allen

15.1K Messages

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195.8K Points

Photoshop keeps some metadata that the OS gives it about the last used printer, which Photoshop gives back to the OS. Photoshop doesn't know about USB, or network connections to printers.

And what you're describing sounds even more like a driver or OS level problem, but I suspect it's the driver.

And yet, we haven't heard of such a problem from other users.

Without more specific information, we won't be able to reproduce this and provide debugging information to the printer manufacturer.

3 Messages

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92 Points

mine crashes with cs6 ext 64bit. I go to file, to print, and thats when it crashes. I still can print my file when i use the 32bit program of photoshop. What gives?

110 Messages

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1.2K Points

Harry:
The problem is when Photoshop is collecting printer info, it crashes. The crash is depends on the previous printer used, not the current one. The previous print could have been completely successful; the problem is when Photoshop collects the info it crashes. Adobe blames the problem on bad printer drivers which has some validity because the problem is in fact related to specific printers. However I can make this problem happen with no third party printer drivers installed, so I think the problem is Photoshop doesn't handle some issue gracefully; instead it crashes.
Workarounds are:
1. Use CS5 (doesn't have the problem).
2. ALWAYS save your work before printing if using CS6 and CC
3. When the crash happens, take all the layers in the current document and put them in a new document... the new document will print fine. This is because the crash only happens when photoshop doesn't understand the save print information on the current file. A document doesn't have that saved print info, therefore no crash.
4. Beg Adobe to fix the problem (hasn't worked for me) :(

2 Messages

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70 Points

seriously? every photoshop document i have needs to be copy/pasted to a new doc to print?

110 Messages

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1.2K Points

Refueled:

Yeah.. that is pretty painful. Better to track down which of your printers causes the problem. When you figure it out, post which printer it and I'll see if your crash is the same as what people have reported on this thread. If it is, you need to be careful after you have used the problem printer.
When you use the problem printer, you need remove Photoshop's memory of you using it. A quicker solution that moving everything to a new document, is to create a new document and then bring up the print dialog and select a "safe" printer. Then click on Done (you don't need to actually print) and close the new document. Now you are okay and can bring up the print dialog on any document.

Allen

2 Messages

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70 Points

I appreciate your response. The problem printer is our Ricoh Aficio MP C2050 PCL6. We have no problems printing from Photoshop to our HP Officejet Pro 8600, nor to our giant Epson SC-T500. My comment was simply to illustrate that a company with hundreds upon hundreds of photoshop-based projects would be hard-pressed to copying every multi-layered file in order to print. The workaround is as sound as deleting Photoshop prefs (which irks this Photoshop user as I have many,many settings I would have to redo on an hourly basis with this workaround) or just hitting the spacebar before the print command hoping for the best. Workarounds have sustained my decades of Photoshop use, but it needs to be addressed and fixed.

15.1K Messages

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195.8K Points

Yes, you need to contact the printer maker and have them fix the driver code responsible for causing this crash. No, you shouldn't have to use such painful workarounds to avoid the bugs in your printer driver code.

29 Messages

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384 Points

Chris, you, as always - the best. Crash Photoshop? Write to claim printer manufacturer, and no matter what other software do not crashes. ;)

29 Messages

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384 Points

Even your software - Lightroom, has no such problems as Photoshop. Correct method of printing in Photoshop something he did not cause it to fall to print! How much i mast pay for you my money for not a stable product?

15.1K Messages

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195.8K Points

Other software that uses the same APIs also sometimes runs into the same problems. Yes, we have debugged this many times, and keep finding bugs in printer driver software.

110 Messages

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1.2K Points

Refueled:
I downloaded the Ricoh printer driver for the C2050. Yes, it has failure. It fails in a similar place as my samsung printer, getting the DocumentProperties for the previous printer (which is the C2050).

Call stack for CS6:
WINSPOOL!DocumentPropertySheets+0x3353
WINSPOOL!DevicePropertySheets+0x2a5
WINSPOOL!DocumentPropertySheets+0x27a
WINSPOOL!Ordinal212+0x2dc
WINSPOOL!DocumentPropertiesW+0x53
Photoshop+0x1376f10
Photoshop+0x979602
Photoshop+0x97b0ff
Photoshop+0x97b48c
Photoshop+0x97b65d
Photoshop+0x97d47e
Photoshop+0x12dcafd
Photoshop+0x131dd89

Both crashed in DocumentPropertySheets.

CC2014 has a similar call stack (fails in the DocumentPropertySheets as well).

Of the half a dozen printers that I have looked at, all have a similar place in Photoshop were the code fails. Yes, Chris is right that some times the actual crash is in the printer driver code itself, but the signature is basically the same in all cases.

In my experience, the printer will print fine, it is just the query that Photoshop does of the previous printer when the current document doesn't have valid print info that causes this crash.

Deleting preference is much more painful than do , , select your OfficeJet click on Done. To bad it can't be automated or scripted.

Allen

110 Messages

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1.2K Points

8 years ago

Chris:

I wasn't implying this had anything to do with Photoshop's USB or network connections, but instead my belief the crash occurs when Photoshop queries a stale printer instance for settings. Perhaps that is not so common with most users who don't frequently reconfigure their printers.

Perhaps there is some driver issue, but it doesn't seem that should Photoshop to crash with a corrupt heap in it's own memory space.

What additional information would be helpful?

Allen

Adobe Administrator

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15.8K Messages

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295.1K Points

OS/version, Driver/version, printer model.

Sr. Product Manager, Adobe Digital Imaging

15.1K Messages

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195.8K Points

Photoshop queries the OS. The OS or driver may crash with a stale reference, but Photoshop has no knowledge of the printer's location or connectivity. The OS print code and driver load in the application's space, and crash the application when they have bugs.

Yes, we need to know the OS version, printer make and model, and the driver version.

110 Messages

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1.2K Points

8 years ago

Chris/Jeff:

O/S is Windows 7, x64 SP1.

Printers:
Epson C88 - Ver 1.0
DNP DS80 - Ver 6.0
DNP DS40 - Ver 3.2
Epson 7880 - Ver 6.52
Samsung CLP 310 Ver 3.04.85:44
Sony DR150 ver 1.1
Kodak 9810 - ver 2.1.0.2
Canon Pro9000 - ver 2.23
Ricoh - SG3110 - ver 32

Allen

7 Messages

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150 Points

8 years ago

I am having a very similar problem.

Photoshop (Design and Web Premium, CS6) crashed when I was trying to print.

Windows XP Professional SP3, printer is a networked Epson Stylus Pro 7600, driver is Version 5.52.

I can print the same file to the same printer (Epson 7600) using CS5 (Photoshop 12.1.1. x32)

And the fault began when I was printing from CS6 two different image to two different printers, the Epson & a Noritsu. They are both networked.

Just for giggles I'm going to try to print the file that was open when the crash first occurred to the Noritsu, close & save it as a second copy, and then reopen it a try to print to the 7600.

Might work.

cvt

7 Messages

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150 Points

8 years ago

I closed CS5, re-opened CS 6, then the misbehaving image. Tried to print it to the 7600 - crashed again.

Reopened CS6, reopened the misbehaving image, opened another (entirely different image), Ok, so far.

Printed second image to Noritsu - OK, printed second image to 7600 - also OK.

Means that the bad mojo (?) is attached to the image, I think (?).

Went a step backward to the first image's PSD file, flattened it and that also prints to the 7600 OK.

So whatever is going on is attached to the image file that was misbehaving.

I have discarded the bad file, replacing it with a new flattened version of the PSD.

cvt

15.1K Messages

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195.8K Points

Yes, the last used print settings from the image are triggering a bug in the printer driver or OS printing code.

3 Messages

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82 Points

I am having exactly the same problem. When I try to print from CS6, error message opens stating that I cannot print until I select a printer. How do I select a printer if the print dialog box doesn't open? All menu print options are gray.

15.1K Messages

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195.8K Points

Select a default printer in the OS print settings.

3 Messages

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82 Points

Thanks. I have a printer set as a default in the OS control panel. However, the same error message appears when I try to print the file. I have access to 2 network printers and one local. Error message occurs on all three printers. Drivers are up to date. I can post screen shots.

3 Messages

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82 Points

I am able to print the same files successfully from AI (PSD, JPG, etc). It seems to be a problem with just Photoshop CS6. Photoshop CS4 will print fine. Hmmm

110 Messages

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1.2K Points

8 years ago

Chris:
Just an update on my original post. I didn't get any feedback after posting the versions of the drivers.
While I do like a number of the new features in CS6, for most of my production work I have reverted back to CS5 which doesn't crash when printing. That CS5 works, seems to point more to CS6 than printer drivers.
I do disagree with your statement that photoshop doesn't keep state information about what printer was last used with a specific file. It clearly does keep that state information including color space, and last used printer settings. It is not an OS query as you suggest, it is associated with that file. The crash occurs when the printer is different than photoshop last used it for that file.
Allen

11 Messages

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170 Points

8 years ago

Chris, I believe Allen is correct. Photoshop does indeed keep state information. I have exactly the same problem. Certain files always crash PS under either CS6 or CC. I have the latest drivers, the latest updates to Win 7 and obviously the latest update to PS. But a handful of files always cause PS to crash when Print is selected.

11 Messages

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170 Points

8 years ago

I've spoken with Epson and they say the problem is definitely not with their driver and that it's Adobe's problem. I tend to agree with them since I can print the same pictures that crash PS from other applications.

15.1K Messages

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195.8K Points

That alone is not evidence that the problem is in Photoshop.
Different applications call different APIs, with different options.
The driver can return bad values that cause a crash (ie: bad pointers that are non-null).

And almost every time we investigate crashes like this, it turns out to be a bug in the driver.

And no, Photoshop only keeps the print ticket it got from the OS, which the OS and printer are supposed to consume without error.

110 Messages

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1.2K Points

7 years ago

Chris:

Still have crashes with CS6 Photoshop due to printing. While perhaps it easy to say it is drivers, I have this problem with Epson, DNG, Ricoh printers, can it really be that every manufacturers have defective drivers? And if the problem is the driver, why is that when the same layers are moved to a file and reprinted it works great?

Allen

15.1K Messages

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195.8K Points

And yet millions of other users don't have problems printing? What is different about your system? All it really takes is for one of the printer drivers to be bad, and that can mess up all of them.

So far, the problems we've tracked down the cause of have all been in the printer driver.

110 Messages

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1.2K Points

Chris:

I have 3 systems all experience the same problem. I have two friends that also have the same problem. My experience base is that 100% of the systems have the problem. Others on this thread have commented they have seen the same problem.

In CS5, I would see this behavior, but then it would say can't find the printer. In CS6 it just crashes.

What does it take to track down the problem and prove me wrong?

Allen

110 Messages

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1.2K Points

7 years ago

Chris:

Just verified the latest update still has the problem...

Problem signature:
Problem Event Name: APPCRASH
Application Name: Photoshop.exe
Application Version: 13.0.1.0
Application Timestamp: 519c8a03
Fault Module Name: StackHash_1312
Fault Module Version: 6.1.7601.18229
Fault Module Timestamp: 51fb164a
Exception Code: c0000374
Exception Offset: 00000000000c4102
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: 1312
Additional Information 2: 13129e123f36593daeb7b24571f02a5e
Additional Information 3: 0faa
Additional Information 4: 0faa15d8236992e31f00407105171403

Allen

11 Messages

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170 Points

7 years ago

There's a certain arrogance on the part of Adobe. They won't even admit there's a problem let alone try to find a solution. Photoshop obviously has problems with multiple models of printers from multiple vendors. It's time to take a hard look at how Photoshop is interacting with drivers in general.

15.1K Messages

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195.8K Points

We keep investigating, and keep tracking the problems to bugs in the drivers or bugs in the OS. The ones we know about, we try to work around and add safety code to prevent them from crashing Photoshop.

Again, you have to ask what is different about your system? Why does it crash while millions of other users are printing without a problem?

110 Messages

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1.2K Points

Chris:
I have 3 systems.. some very basic windows 7 configurations. They exhibit this failure with multiple different manufactures of printers. What is different and as I explained in the beginning, is when a file is opened that has successfully printed on printer A and now printer A is gone or has changed to a different USB port (so the name has changed). I suspect that most users don't have this happen as often as I do (probably most never change the printer port). Photoshop tries to get the configuration information for the previously used printer and that is when the crash happens. You say that Photoshop doesn't do attempt to get the previous settings, but try this experiment:

1. make a new file.
2. Print to a non-default printer with specific color settings and printer settings.
3. Save the file
4. Close the file.
5. Re-open file and attempt to print

You will find that it has remembered what printer you used and what the specific settings used. Those settings are saved with the file. This is an extremely helpful feature that was introduced I think in CS2. But In several releases it has caused crashes when the printer moved (I think CS3 and now CS6).

I expect that if you move the printer to a different port (assuming Windows 7), you might be able to replicate the crash. Once the file causes the crash, it is pretty repeatable.. You can open the file and try and it will crash again. To solve the problem.. create a new file, slide all the layers over and print. Now the print dialog goes back to the default printer.. and you set it up again with the correct printer and settings and everybody is happy until the printer moves again.

Allen

15.1K Messages

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195.8K Points

There are millions of other Windows systems that do NOT have these crashes happening. But your systems do. So what do you have in common between those systems?

And I don't recall previously seeing this "move the printer cause a crash" problem. It seems to be something on your systems.

And the moving of ports and crash following the file sounds very much like a driver bug where it cannot consume the print record that it gave the OS (and then to Photoshop). Yes, Photoshop gets the print record from the OS, and stores it, then hands it back to the OS, and the OS gives part of it to the printer driver -- which is how the OS print APIs are supposed to work.

Plus, we have printers move or disconnect all the time at work -- and no crashes like this.

110 Messages

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1.2K Points

Chris:
Perhaps many users suffer in silence.. that is the case with the other users that I know have this problem.. they have not submitted anything.

I have seen this problem manifest on systems that are clean Windows 7-64 bit, CS6 install, nothing fancy.

Let's assume for minute this is driver problem. If that is the case, something in CS6 has become much more sensitive to the problem. In CS5, it "fails" very gracefully, it says it can't get the printer information. In CS6, just get a Photoshop CS6 has stopped working message and all your work has been lost. Yes, CS6 has added recovery, but I have never seen it actually recover the document that was actually trying to print at the time.
Again it is hard to understand how drivers like Epson, Ricoh have this error that only seem to cause CS6 to crash, not other applications and not CS5.

15.1K Messages

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195.8K Points

If this was a Photoshop bug, it would be affecting almost everyone.
And yet there are only a handful of people seeing the problem.
That's not silence, that's just a few people with bad drivers or other problems on their system. And when we work closely with similar users to find the cause - we find bugs in the drivers.

I know it's convenient to blame Adobe for your driver problems - but simple logic rules Adobe's code out as a cause for this issue. History further says that this is a driver issue (since other users have seen similar problems caused by buggy drivers).

We don't have your system - so we don't know exactly what is wrong with your system that causes it to crash while other systems don't. All we can do is look at the symptoms you give us tell you what could or could not be the cause based on logic and our experience with the Photoshop code and previous customer issues.

11 Messages

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170 Points

7 years ago

Seriously, Chris. It's time Adobe took ownership of this problem. I spent 34 years as a computer programmer/consultant. I know how easy it is for us to tell users that we can't replicate the problem. But in 99% of the cases it's because we just don't try hard enough or have our blinders on. So please stop insulting our collective intelligence by insisting that the problem lies with our computer setups.

Adobe Administrator

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15.8K Messages

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295.1K Points

7 years ago

Hi Allen,

What happens if you hold the space-bar when selecting File > Print (this forces the driver to try and print without the previously used driver settings stored in the file)

Sr. Product Manager, Adobe Digital Imaging

110 Messages

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1.2K Points

7 years ago

Jeffery:

Thanks for the suggestion, but it doesn't help. But I did learn a little more about the problem which may give a little ammo to Chris' theory about it being driver related.

The problem occurs when Photoshop wants to display the message "The saved information is not compatible with this version of Photoshop...." when the printer information can't determined (the printer moved as an example). What I figured out is the problem is dependent on what is the last printer used. It doesn't crash every time because it is a conjunction of the previous printer and that the file being printed not having valid print information.

I have disputed Chris' theory about being printer related because every printer seemed to have the problem, what I didn't realize is that is related to the previous printer.. which potentially is a smaller universe.

Another tibit is that if you do Print One Copy, it doesn't crash and if you bring up print after that it doesn't crash, it successfully brings up the printer settings for the default printer (not the last used printer). So it clearly is a problem bringing up the print settings.

On some of the threads about printer crashes, people say the problem goes away when they delete preferences. That makes sense because the last printer used is in preferences. It doesn't actually solve the problem.. it will happen again when they happen to hit the wrong printer used before and a file with invalid printer info.

What is true is that I never seen CS5 do this, but with CS6 I can reproduce the problem at will. I further did the same sequence of printing, opening, printing which will crash CS6 and it doesn't crash CS5, it brings up the correct dialog box (The saved information...").

Allen

Adobe Administrator

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15.8K Messages

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295.1K Points

That's strange that having the file ignore the old settings doesn't help. Let me me see if I can dig up any other troubleshooting.

Sr. Product Manager, Adobe Digital Imaging