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richard_dean_2470842's profile

11 Messages

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260 Points

Fri, Oct 10, 2014 1:53 AM

Photoshop: Using Text Tool Freezes the CC 2014.2 x64 release (Win 7)

I have just updated Photoshop CC to 2014.2.0 -- 20140926.r.236 x64 release. Now I am experiencing an issue when I use the text tool to just type a few words on a new document or layer. The application seems to freeze up as soon as I start typing? I wait several minutes with nothing happening and have to resort to using the Windows task manger to kill the photoshop processes. This did not happen before I updated to this release?? Please advise how to fix this if possible to rsdean0001@rsdean.com

Responses

Employee

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21 Messages

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544 Points

6 years ago

Looks like both system font cache and adobe font cache files have been corrupted.  There is no need to run the FontTest script. We have been seeing system font cache is getting corrupted more often on Windows 7.

Steps to find the system font cache on Windows 7
  • Quit Photoshop
  • Go to C:\Windows:\ServiceProfiles:\LocalService:\Appdata:\Local
  •      (Appdata, and  Local are hidden files, but you can "cd" to those directory)
  • Delete fntcache*.dat file. 


Steps to delete Photoshop font cache files 

  • Go to C:\Windows:\ Users\[user name]\AppData\Roaming\Adobe\Adobe Photoshop CC 2014\CT Font Cache\

  • Delete all files

You may not need a OS restart. Let us know whether this solution solve your problems. 
-Vinod Balakrishnan, Employee

11 Messages

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260 Points

6 years ago

I went to the location:
C:\Windows:\ServiceProfiles:\LocalService:\Appdata:\Local

I could not see any file called: fntcache*.dat

16 Messages

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214 Points

The * (wild card) indicates any file that stars with fontcache and follows with blah blah blah.dat needs to be deleted.
I deleted the Windows cache files and so far the type tool seems to be working, I was able to use it for 5 or 10 minutes with no problems and previously it was locking up in 5 or 10 seconds. I did have to boot in safe mode to delete some of those files though. Only time will tell if it's fixed for sure though. I still don't think it's a coincidence this happened when CC2014 installed, especially since there are several of us.

11 Messages

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260 Points

I deleted all the system fontcache files and still get the locking up unless I turn off font preview from the Type menu

Adobe Administrator

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3.5K Messages

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53K Points

Hi Richard,

Did you ALSO delete the Photoshop caches?  You need to delete both.

Thanks,
David

11 Messages

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260 Points

Yes, I did delete both caches and still have the locking up issue.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Richard,

Hmmm, strange.  Okay, if you'd like we can do a web-facilitated screenshare so I can see what you are and try and troubleshoot the problem.  I will follow up by email.

Thanks,
David

4 Messages

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90 Points

6 years ago

I have the same issue. I still have the old CS5 version installed and this works fine.

Employee

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21 Messages

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544 Points

6 years ago

Please go ahead and delete all the font cache files.

Adobe's font cache file is located in a different location for CS5, please refer to the document http://helpx.adobe.com/photoshop/kb/t... to find the location of the Adobe's font cache for CS5.

Again Adobe's font cache file for PS CC 2014 is located at C:\Windows:\ Users\[user name]\AppData\Roaming\Adobe\Adobe Photoshop CC 2014\CT Font Cache\

-Vinod Balakrishnan, Employee

4 Messages

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90 Points

This appears to have worked for me. No more lock up even with font preview on

Employee

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21 Messages

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544 Points

6 years ago

By the way, any one using any font management tool ? Just wondering what caused the system font cache to get corrupted ?

16 Messages

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214 Points

No font management tool here.

11 Messages

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260 Points

Nor am I using a font mgmt tool

4 Messages

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90 Points

No font manager here either, and no problem in any other application , nor in previous versions of Photoshop that I have installed

Adobe Administrator

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3.5K Messages

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53K Points

Did clearing the font caches solve your problem?

4 Messages

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90 Points

Clearing the font caches didn't solve the problem for me

Adobe Administrator

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3.5K Messages

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53K Points

Hi Rudolf,

Did you clear both the OS and Photoshop caches, using the info Vinod provided?  Are you running Windows 7 or a different operating system?  

Try going to http://helpx.adobe.com/photoshop/kb/troubleshoot-fonts-photoshop-cs5.html and try the font test for Solution #5.  What are your results?

And, finally, does turning off the font previews help you?

Thanks,
David

11 Messages

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260 Points

David is there a font test for the Photoshop CC 2014.2.0 -- 20140926.r.236 x64 release? The font test found at the link you provided above for CS6 does not work this CC release.

4 Messages

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90 Points

Hi David,

I only cleard the Photoshop cache and not the OS one. Turning off the font previews worked. However, I deleted the OS font cache and now I don't have the issue, even with font preview on.

16 Messages

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214 Points

That was my experience as well. It has been working great since I cleared the OS cache.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Richard,

If you uncheck "Clear Font Cache" then the script will run with the CC 2014 version.  We'll get a new script out soon without this limitation.  Please go ahead and re-run this script with this unchecked -- I've a feeling that you still have one or more corrupt caches on your machine.

Thanks,
David

4 Messages

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90 Points

6 years ago

It would appear that my issue has been resolved by deleting bot the OS and Photoshop font caches. The fist time I only deleted the Photoshop cache and that didn't work.

15.1K Messages

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195.8K Points

The Adobe/Photoshop cache is holding the data it got from the OS. So if the OS cache is bad, you really have to delete both.

11 Messages

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260 Points

Chris, I deleted both caches and still have the locking up issue?

Adobe Administrator

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3.5K Messages

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53K Points

Hi Richard,

It sounds from the comments above that the OS cache is the culprit for other users.  You might want to go back, delete both caches again at the same time and then retest.  

Thanks,
David

9 Messages

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140 Points

6 years ago

I have the same problem on my computer, with Photoshop and it just started with the new updated version. Has any other solutions been found please?

15.1K Messages

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195.8K Points

Please see the previous replies about troubleshooting fonts and the OS font cache.

9 Messages

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140 Points

Thank you! But I think I solved it by uninstalling an old version Adobe CS4 on my computer, perhaps that was interfering with what was going on!

15.1K Messages

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195.8K Points

That shouldn't have had any impact at all - the versions install separately.

9 Messages

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140 Points

Well it is working now and I am happy!

15 Messages

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200 Points

6 years ago

I have had this same problem with Windows 7 and PS CC 2014. I have tried all kinds of solutions, turning the font preview off solved the problem. Now, Adobe should get to work on the real solution.

15.1K Messages

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195.8K Points

We have been working, but so far the problem always comes down to a corrupt font file, or a corrupt OS font cache. And most users are not seeing such a problem. If you cannot solve the problem with the normal troubleshooting steps, then David will work with you to gather more information.

7 Messages

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120 Points

6 years ago

Exactly the same problem here. I'm running Windows 7 Pro 64 bit.

I was working on a document fine. I did the update to Photoshop, and now it freezes every time I select the text tool.

I'm currently reinstalling Photoshop (and then found this thread), but it is definitely a problem with the update. NOTHING changed on my machine other than the CC update, and with other claiming the same problem, is HAS to be an update problem.

Sort it out Adobe!

Adobe Administrator

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3.5K Messages

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53K Points

Hi Jamie,

Did you try the trouble-shooting steps we shared?  We know what the problem is (a corrupt font cache) and how to fix it (clear the font cache).  Is this not working for you?

Steps to find the system font cache on Windows 7
  • Quit Photoshop
  • Go to C:\Windows:\ServiceProfiles:\LocalService:\Appdata:\Local
  •      (Appdata, and  Local are hidden files, but you can "cd" to those directory)
  • Delete fntcache*.dat file. 
Steps to delete Photoshop font cache files
  • Go to C:\Windows:\ Users\[user name]\AppData\Roaming\Adobe\Adobe Photoshop CC 2014\CT Font Cache\
  • Delete all files
Thanks,
David

7 Messages

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120 Points

Ok, done all that and all files were deleted. I then went back into Photoshop and re-enabled the font preview option. Selected the text tool, started typing and then BANG..Photoshop froze again. So this has NOT fixed the problem.

I'll have to disable the font preview again, as a temp measure until this is fixed properly.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Jamie,

Are you sure that you deleted both font caches at the same time?  Neither one was locked?  Also, did you use the 32-bit version of the app on this same machine?

We'd like to "sort this out" but cannot reproduce this in-house.  There's one little clue missing...

Thanks,
David

7 Messages

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120 Points

Yes, I deleted both at the same time. I think I possibly MAY have had the 32 bit version on this machine (CS5) at some point. I still have a CS5 folder within the roaming/adobe folder mentioned above.

I also deleted the fontcache file within the system32 folder mentioned below at the same time. (Within the system32 folder there is also a FntCache.dll file, which I didn't delete).

Having done all of the above, Photoshop still hangs if I enable the font preview option and use the text tool (only a Ctrl/Alt/Delete will end it). Leaving the preview to OFF, it runs fine.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Jamie,

Thanks for the info.  Not what I wanted to hear, but it is what it is.

Have you installed any third party fonts on your machine?  What others applications do you have?  What other applications do you frequently run?

I'd like to try and find the cause of the font cache corruption, in order to fix the problem in the future.  Thus far, all I have is that it's limited to Win7 and might involve users that ran the 32 bit version before switching to 64 bit.  Oh, yes, what service pack are you running with Win7?

All the info I can get helps to narrow down the problem.

Thanks,
David

p.s. -- please note, I do most of my work on Win7 and haven't ben able to repro this once.  I know there's a bug, but I cannot get my machine in the same state.

7 Messages

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120 Points

No fonts, other than what came with Windows or Photoshop have been installed. I run Photoshop CC, Dreamweaver CC, Acrobat XI pro, Edge Animate CC, Premiere Pro CC, CorelDraw X3, Office 2010, Navicat, Sophos AntiVirus, Teamviewer, WAMP Server and a bunch of smaller programs.

I used to have Photoshop / Dreamweaver CS5 installed (uninstalled when I upgraded to CC).

I'm running Windows 7 64bit with Service Pack 1.

I tried deleting all of the font cache files again (including the one in the system32 folder), but enabling the font preview causes a hang up (on a new document, I got as far as writing the 5th line of text before it froze). Disabling font preview is the temp workaround.

Nothing on my PC has changed to cause this problem other than the Photoshop update.

Not sure what else I can give you really. Let me know if you need any more info.

Adobe Administrator

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3.5K Messages

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53K Points

Howdy Jamie,

No, this is a cool start.  Good to know that you haven't added any third party fonts, so we can cross that right off.

Could you send me a copy of your various font caches, so we can try to reverse engineer what went wrong?  I'll follow up with an email.

Thanks,
David

3 Messages

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80 Points

6 years ago

I am also having the same issue. I have tried everyone found on http://helpx.adobe.com/photoshop/kb/t...

This is preventing me from getting work done so I hope there is a solution ASAP, or an ability to rollback the CC 2014 update that caused this. everything was fine until then.

3 Messages

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80 Points

Let me restate this. the option to turn off the font preview seems to have worked. I wouldn't call this a solution, but a temporary work around.

16 Messages

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214 Points

Delete the Operating System Font Cache and the Adobe Font Cache. Every single file has to go. This fixed it for several of us. Of course it shold have never happened. Clearly the update goofed up something.

Steps to find the system font cache on Windows 7

Quit Photoshop
Go to C:\Windows:\ServiceProfiles:\LocalService:\Appdata:\Local
(Appdata, and Local are hidden files, but you can "cd" to those directory)
Delete fntcache*.dat file.

Steps to delete Photoshop font cache files

Go to C:\Windows:\ Users\[user name]\AppData\Roaming\Adobe\Adobe Photoshop CC 2014\CT Font Cache\
Delete all files

3 Messages

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80 Points

I tried that but there were some system font cache files that it wouldn't let me delete. kept saying the files were in use by explorer...

Adobe Administrator

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3.5K Messages

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53K Points

Hi Matt,

You might need to reboot to get access to those files.  You will, however, need to delete the cache files in order to clear the problem.  For nearly all users, this solves the problem.

Thanks,
David

8 Messages

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130 Points

6 years ago

Hi I have the same problem have been trying what you say but can't delete three of the files it says they open in AdobeCC, I quit CC and have tried again but no good still says they are open in CC.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Geoff,

Shutdown Photoshop as well as the Creative Cloud app and reboot your machine.  Now, without launching either one, try to delete the files.

Thanks,
David

8 Messages

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130 Points

Hi David,
Thanks for your reply, I was still not able to delete the files the file in use dialogue changed to "file is open in COM+ Event System" so I restarted in safe mode and was able to delete the three files no problem, restarted in normal mode and checked that the files had gone, so then started photoshop 2014 and tried the type tool typed in 5 letters and it then started to hang again, looked in the C:\Windows:\ServiceProfiles:\LocalService:\Appdata:\Local folder and the same three files were back again.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Geoff,

The files are regenerated ever time you launch Photoshop.  The concern is that there was a problem with once which then replicated to the others.  It's really important to trash the OS *and* Photoshop caches at the same time, or they could reintroduce the error from one to another.  Could you confirm that you trashed both sets at the same time before launching Photoshop again?

Also, what OS are you running, Geoff?

Thanks,
David

9 Messages

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140 Points

I am now experiencing the same as Geoff, thought I had solved it but no!

Adobe Administrator

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3.5K Messages

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53K Points

Hi Ane,

Could you try deleting the OS and Photoshop font caches at the same time?

Also, what OS are you running?  Do you have any font management apps installed?  What sorts of fonts have you added to the OS?  Do you have any other apps running at the same time?

Thanks,
David

9 Messages

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140 Points

I managed to delete the Photoshop Font Cache with no problem, but the window file will not let be delete it, says it is open in Adobe Creative Cloud. I have tried to find the files so I can delete them there. I am running Windows 7 professional 64 bit. I don't think I have any fonts added, not as far as I remember, when I work in Photoshop I work in Dreamweaver too. Thanks for your help!

Adobe Administrator

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3.5K Messages

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53K Points

Hi Ane,

Log out of all Adobe applications and reboot your computer.  Then, without launching any other applications, try to delete the files.  There should be no reason that they're co-opted this way.

Thanks,
David

8 Messages

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130 Points

6 years ago

Hi David,
I am on a HP Z800 running Windows 7 Ultimate 64bit Version 6.1.7601 service pack 1 Build 7601. I don't think I have any font manager running. Have just deleted the files again in safe mode started up in normal mode and looked in the C:\Windows:\ServiceProfiles:\LocalService:\Appdata:\Local folder before starting Photoshop and the same three files were back again went to delete but says the file is open in Adobe CC, shutdown CC and then said the file is open in COM+ Event System.

Adobe Administrator

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3.5K Messages

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53K Points

Here's Microsoft's take on the COM+ Event System: http://technet.microsoft.com/en-us/library/cc778262(v=ws.10).aspx

When I've done these steps on a number of other machines, I haven't had this problem, but at least two other users have.  I'm beginning to think that the bug and this COM+ Event to be linked...but that's just a guess at this point.

Adobe CC doesn't launch at startup for you, does it?  You shouldn't have any Adobe apps running right after first launch, giving you the opportunity to get rid of these files.

Hope that helps,
David

8 Messages

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130 Points

Adobe runs on startup I will disable it and try again.

8 Messages

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130 Points

Well I went into msconfig-startup and disabled all the adobe programs from starting up and restarted in safe mode went into the C:\Windows:\ServiceProfiles:\LocalService:\Appdata:\Local folder and deleted the three filles, restarted in normal mode looked in the Appdata folder the files were gone tried Photoshop 2014 and the type tool all worked no problem, so then went back into msconfig-startup and turned the Adobe programs back on restarted normally and tried Photoshop 2014 again and it all works fine now. Thanks for all your help David.

Adobe Administrator

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3.5K Messages

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53K Points

Yea!  I'm glad this all worked out for you, Geoff.

Thanks for the feedback,
David

9 Messages

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140 Points

6 years ago

I tried to look at the link you gave us and it says:

Service Name: EventSystem

Executable Name: svchost.exe -k netsvcs

So I went in on my computer and searched for this and found this:

windows/system32/FNTCACHE.DAT which had been installed on 10/15/2014.

I wanted to delete it, but I have no idea what I am doing so wanted to hear your opinion. I did try to eliminate all Adobe program on start up, but I still couldn't delete the files, so that is why I tried the other thing.

8 Messages

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130 Points

Hi Ane
Although I got it working with the solution in my post above afterwards I checked my system32 folder and found the same file as you which was installed on the same date as you, so have deleted it.
Thanks for your feedback it all helps.
Geoff.

Adobe Administrator

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3.5K Messages

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53K Points

6 years ago

Ah...that's the secret.  Thank you, Ane!  You may be on to the cause there...

This might to be an issue with 32 bit vs 64 bit.  Did you use the 32 bit version of Photoshop on this machine, previously?

And, yes, go ahead and delete "fntcache*.dat" -- those are all fair game to remove.

Thanks,
David

8 Messages

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130 Points

Hi David,
Don't know if this is linked to the problem but I looked back through the event log on my system and found that I had a Windows update install on my computer on the same day the FNTCACHE.DAT was created in the system32 folder, the update also included Office 2007.
Geoff.

10 Messages

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150 Points

6 years ago

I have the same problem ... I solved it temporarely by disabling the font-preview as Richard Dean wrote. Deleting the font cache of Windows or Photoshop did not help.
I use Windows 64 Bit and Photoshop CC 2014 actual Version.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Frank,

Are you sure that you deleted both caches?  I ask for a couple of reasons -- first, most people who have successfully deleted all the caches find the problem gone and second, a corrupt font cache seems like a reasonable cause.  I'm sure there's some other trigger, but I'm still trying to work out what that is.

Did you previously run the 32-bit version of Photoshop on this same machine?

Thanks,
David

10 Messages

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150 Points

Hi David,
yes I deleted both caches. The windows-cache and the Adobe cash (I had to boot the machine into secure-mode to do that).
And yes, I had think that I had a 32-Bit-Version of Phtoshop installed before... I think it must be half a year gone and I had both verions of Photoshop installed on the same machine. But I deinstalled 32 Bit Version some months ago.

10 Messages

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150 Points

Hi David,
there is another thing that may help you: I cant access all fonts in Photoshop via the direct Font-Selection - there are a few Fonts that seem to make trouble: I often needs Gill Sans Regular. If I select that font Photoshop will automaticly select Gill Sans Ultra Bold Regular. To select Gill Sans Regular I have to do a Workaround: Selecting Gill Sans Italic and after that switching from Italic to Regular. That works without any problems. I have exactly that problem since Adobe put the Font-Preview into Photoshop. The older Versions had absolutely no problems with my Fonts.
If I can help to find the problem, let me know.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Frank,

It really sounds like your Gil Sans Regular font is corrupt.  Could you try removing it from your system, clearing the font caches and then trying Photoshop?  If that font is the cause, the problem should go away.  To be safe, I would take out the whole Gil Sans family of font faces.

I ask about the versions because I'm trying to track down the cause.  The only common thread is that many users report having used both the 32 bit and the 64 bit versions on the same machine.  I'm wondering if the OS font cache is handling the change poorly and then passing a corrupt cache on to Photoshop.  At least, that's my working theory for now.  If I'm right, then there isn't much that can be done to prevent the problem (since it's Win7 and not Win8), but I would like to be sure AND lock down a work-around.

Thanks,
David

10 Messages

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150 Points

Dear David,
Gill Sans is a very important font for me, because it is the main-CI-font of a company i am working for.
Before Photoshop added Preview it works absolutely fine. Other programs, which are using also a font-preview (for example Word), have never any problems with that font.
I use exactly that font until more than 10 years (!!!) without any problems nearly every day in Photoshop, Indesign, MS Word and other programs. So I really have problems, to accept that the font should be now corrupt?
If it will help you, please get in touch with me and I will send you that font via email. So maybe it can help to find the cause of the problem.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Frank,

Files can become corrupt specifically from use, particularly lots of regular use.  They're like anything else; they can wear out.  All that needs to happen is a single bit to go wrong...caused by a minor power glitch, imperfection in the HDD material, etc...

I'm not say never use the font again.  I'm saying use the scientific method to determine what the cause of the problem you're having, and, if this font indeed is the source, then get another, non-corrupted copy of the font file.

The fact that the problem goes away when font preview is disabled strongly suggests an issue with one (or more) font(s).  That you're getting automatic substitution within PS also suggests a specific issue with Gil San Regular.

Does that make sense?

Thanks,
David

10 Messages

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150 Points

Dear David,
I deleted the Gill Sans-font completely and reinstalled it.... nothing changes... the problem is still there. I think that there ia a generally bug with the Font-Thing in the actual PS Version.
The second thing is that Gill Sans works best in Indesign CC! The preview is wonderful and you can select it without any problems... also all other programs have no problems. So believe me, the font is absolutely OK - you have a little bug in Photoshop!
As I said, if you like to check it by yourself I can send you the font.

Adobe Administrator

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3.5K Messages

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53K Points

Hi Frank,

Actually, to test whether or not the Gill Sans font has an issue, you need to remove it, delete your font caches, and then try to use PS *without* having the Gills Sans font on your system.  No other test is really going to cover things.  If your source for the font is bad, then all attempts to use any copy of that source will be bad.  You need to test with a control (no font) in order to ensure that the problem is/is not with that font.

I'm not saying Photoshop doesn't have a bug.  I'm trying to determine the trigger for the bug, as I cannot reproduce this problem here, nor could any prerelease tester.  But we need to know the cause in order to come up with a solution...

I will follow up with an email for the font.

Thanks,
David