Photoshop CC 2015 - crashing due to graphics card when I open a document

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  • Updated 2 years ago
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I recently installed Photoshop and Lightroom 2015 CC (Adobe Creative Cloud) and since then it has been crashing every-time it tries to open any file, any size. It gives a plain error Adobe Photshop has stopped working. After multiple follows up with the Adobe team, they said that the faulting module name is "ig7icd64.dll". They requested to update the Graphics card driver from the manufacture website.

I went to both DELL and INTEL websites and ran all the diagnostics tools. It did not recommend any updates. Further I even force installed once again, but problem did not get solved. I also confirmed the same by talking to their support desk. So there is not issues with the drivers at all which I have confirmed.

Photoshop was working perfectly fine before the update and now am unable to use it. Lightroom currently works fine with no problems.I also updated to Photoshop CC 2015.1.1

This is really frustrating and it feels like I have wasted my money. Need a quick solution now..

I have a dell laptop with Windows 7 64 bit OS (Dell Inspiron 5520).
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Sohil Laad

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Posted 2 years ago

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Chris Cox

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Go directly to Intel's website to update the video card driver. If you have more than one GPU in your system, make sure you update all the drivers (from the respective GPU maker's website).

If you are crashing in the driver, then there is a bug in the driver, or some other problem with your system causing the driver to crash. If the latest driver is not working, then you may need to contact the GPU maker and work with them to solve the bug they have not yet fixed.
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Sohil Laad

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Chris: thanks for your prompt response.

Like I mentioned, I have tried all those options... Intel and Dell both say that the drivers are up to date.

Graphics driver on my laptop is AMD Radeon(TM) HD 7670M DDR3.
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Chris Cox

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Dell doesn't matter - their drivers are always out of date.
And if you have an AMD GPU as well, you also need to update that driver from AMD's website.
If you have automatic GPU switching enabled, you may need to disable it and set Photoshop to use the higher power GPU (because drivers from different vendors don't mix well).
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Sohil Laad

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Thanks Chris.. can you help in elaborating how do I do the steps you suggested
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Chris Cox

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First, install the latest drivers for your AMD GPU.

Then in the GPU driver options, see if automatic GPU switching is enabled, and if so, disable it so that Photoshop will always use the higher power GPU (the AMD GPU).