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

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  • Updated 4 years ago
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  • (Edited)
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...
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Jon Fuller

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  • confused.

Posted 8 years ago

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Lars Mongs

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Obviously:
Since the popping up Help pages are displayed in your browser, it's something that happens between Photoshop and your browser.

1. Does this happen with a specific browser only?
1a: Does it never happen with a specific browser?
2. Is it the same Help page (eg Start: Help and Tutorials) that shows for all?
3. Or is it a Help page that you might have recently used?
4. Does disconnecting from Internet remove the symptoms at least?
5. What triggers the popping up? Activating any or a specific Photoshop command?
Using the mouse or a keyboard command? Closing a popped up Help page?
Anything else?
6. How many times have you experienced this problem?
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Chris Cox

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From what we can tell, it's something that messed up event handling inside Photoshop, so that the wrong window/receiver gets events (and yet, we can't reproduce such a problem). Perhaps something that modifies keyboard input, or something that draws an alternate UI.
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PECourtejoie, Champion

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chris, an user reported this error message when several help windows popped up:
"Color Picker (Stop Color)

There was an error initializing the Adobe Help application. You may need to re-install the application and the Help component.

(7)
"
http://forums.adobe.com/thread/128684...
Hope this helps.
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Chris Cox

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Yeah, it acts like someone asked for help in the context of the color picker, but they didn't. And we still don't know what causes it or how to reproduce it.
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Jeff Sass, Official Rep

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Official Response
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
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anna willoughby

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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.
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Chris Cox

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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...
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Jon Fuller

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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. ;)
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Chris Cox

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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.
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Anthony Dixon

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Will the fix be released as an update or in the next full version release? Do you have a potential release date for the fix?
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Jeff Sass, Official Rep

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Hi Anthony,

I cannot say when it will be released but the fix has been checked in and verified already so it shouldn't be too long. I know everyone is anxious for it given how long it has been.

Thanks,
Jeff
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Jon Fuller

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Well, scratch that. Even with "blocking" Adobe servers via the hosts file, I still have the issue. Thought it solved that, as it's been a good week since it crept up. Guess I can at least get rid of all that garbage from the hosts file now.
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Jeff Sass, Official Rep

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Hi everyone,

Photoshop did release version 14.1.2 yesterday. For more details please visit this page:
http://blogs.adobe.com/jnack/2013/09/...

I apologize that the help launching bug fix is not in that release but it will be in a future release.

Thanks,
Jeff
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tom fairfax

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Is this Help window issue going to get a CS6 fix?
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kubapiechowicz

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Few day ago I found funny thing.. I was teaching few people (PS lessons) and all of the sudden, in the same moment everyone had help on there screens :-) I was on my CC version and they have CS6.
Unfortunately I don't remember exactly steps to this bug but it was something like go to style window on shape layer -> color overlay -> pick color -> close style window -> again open style window -> color overlay -> pick color -> BANG!
But on fresh file this dont trigger this bug :(
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Jeff Sass, Official Rep

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Hi everyone,

I cannot comment on if the bug will be backported to CS6, I apologize for that.

As far as the steps to reproduce, there is an internal operation that needs to trigger 3999 times before this bug will reproduce. So the comment about it not happening on fresh files makes sense. You have to keep Photoshop open for awhile and do different windowing operations in order to trigger it. That is why there is no good workaround other than quitting and relaunching Photoshop as that will "reset" it so to speak.

-Jeff
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Lars Mongs

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Just 'quitting Photoshop' may not always be the wanted solution.
In this situation any Photoshop command including 'Exit' triggers the Help pop up page.
You cannot Save any Unsaved jobs, which may not be so funny.
You probably will use the Taskmanager to 'End the process' for Photoshop or just restart your computer.
Instead temporarily disconnect your internet connection - then the help pages don't pop up - and you can save your jobs - or do anything in Photoshop - and after that do the relaunching of Photoshop to get the reset.
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Oscar Oscar

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This just happened to me. My Internet connection was off and I went Layer style, a few clicks and BANG!! Dreaded Error! I had to connect my internet modem and search for a fix. I went through this thread for a few mins and then minimized and clicked 'OK' for the umpteenth time on the evil popup and surprisingly, it just disappeared and photoshop was back to normal. I didn't even have to quit. So I guess u just have to give it what it wants-Internet. If ur already connected, try disconnecting and reconnecting give it a minute or two. Or better still stop the process and risk losing your work.
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Stuart Kent

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Looking forward to this fix in CS6
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Jon Fuller

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This better get to CS6 ASAP.
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Dawei Jifen

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I dont think we're all doing things 3999 times before it shows up..

maybe thats one way to reproduce it, but there must certainly be something else happening.

its a shady behavior, and one that Photoshop seems more and more ok with.. I remember way back when Adobe respected offline users. it was somewhere around CS that they decided everyone should be online

and FYI, most serious system builds made exclusively for the Adobe Suites are actually not even put online

I usually have a separate top-of-the-line system I use only for Adobe, and other Design & 3D modelling programs

in fact, my newest computer is always offline, and my online computer gets handed down from that offline power workstation

at the moment, I've migrated the offline system to an online system for the time being, until the next full system upgrade, and I think part of the problem may be that I still often take my computer offline, sometimes after I've opened PS or other apps, or just whenever I need the focus, attention, calmness, and Zen state of mind unplugging gives me.

and I suspect this problem has something to do with the way Adobe handles online-offline computers..

I will say this, I do think Adobe is getting a bit too overbearing with its updates that I continually have to turn off, and which always reappear, bothering me, and dont really seem to understand what 'no' means.

there seems to be no easy way to turn it off completely.. with adobe products always coming up with some reason or another to start bothering me again

and sometimes, when I unplug my ADSL cable, Adobe starts to appear to panic or spaz out.. and suddenly it will start bugging out & bothering me with update stuff

maybe you could look into that, and perhaps even look into respecting others privacy and offline time, while you're at it.

you could start by making offline updates more of a standard, rather than some rare freakshow feature offered for people who live in the backwoods with shotguns and WWII helmets
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BROOKS DAVIDSON

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This reply was created from a merged topic originally titled
adobe online help pops up numerous times and have to close photoshop cs6.




Happens randomly do not know why it keeps happening. Have a new computer and fresh install and the issue still happens.
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Jeff Sass, Official Rep

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Hi Dawei,

There is an internal operation that happens 3999 times for this bug to occur. There are many ways to get that internal operation to happen but I am almost positive that is what is going on.

In our testing in house we have not seen that unplugging the network or running in offline mode reduces this from occurring. It is possible that it could help the multiple dialogs from opening at at least when this does happen you can continue to use Photoshop.

If you do see it, it is a good warning sign to save your work as once you hit this internal operation that many times there is no way to reset that other than re-launching Photoshop.

I hope to have news for everyone very soon on this.

Thanks,
Jeff
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Dawei Jifen

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ok.. well.. all I'm saying is that "Online Adobe Help" is a Programming function within Adobe which seems way to gungho on people going online

OnLine Help isnt even a function most users even want or can use.. as alot of Systems are kept offline, for Productivity, Stability, Performance, & Security reasons

I dont see why its even there, it should be an option people turn on in the settings

it behaves more like a data-collection tool, desperate to get online.

I think there should be an option to turn off "online Help"

Adobe does, whether you realize it or not, attempt to have its programs online and they make going offline with the programs troublesome & problematic, on the whole..

thats across the board with Adobe products
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Anthony Dixon

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I sincerely hope the fix makes it to CS6. Upgrading to any future versions which require cloud connectivity has been deemed unacceptable for my employers production environment. We run a large render farm, and this issue is causing plenty of lost throughput. I've currently modified our applications to restart Photoshop after a set amount of images. This has minimized the impact, but it is not optimal.
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Chris Cox

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CC still doesn't require cloud/net connectivity - that hasn't changed.
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Marc Girouard

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Just want to chime in that Photoshop CC just opened 10-15 tabs of help pages in my browser. This was while using the color picker. I have seen this problem since CS3 at least.
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Chris Cox

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yes, we know - please see the previous responses and the official response at the top of the topic.
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Jon Fuller

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Can we get an update on this? I realize publishing a fix/patch/update takes some time with scheduling alongside other bug fixes...but this thing seems to be getting worse...and happens every day now. And each time it crashes Photoshop. I used to have some luck in it not crashing. But now Photoshop crashes 100% of the time this bug occurs. And my files are only recovered 50% of the time. Lose lose. :(
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Jeff Sass, Official Rep

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Hi Garconis,

The fix has been released to our prerelease users and we are vetting it now. I apologize that I cannot comment further on release dates at this time.

Thanks,
Jeff Sass
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Jeff Sass, Official Rep

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Official Response
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
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Aerica Lovett

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Thanks for the fix!
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Dawei Jifen

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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
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PECourtejoie, Champion

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

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

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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...
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Jeff Sass, Official Rep

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Hi Dawei,

Can you start another thread with that question about the patcher and installers? I want to keep this thread just about the help launching when it shouldn't.

If you choose Help->Updates from within your Photoshop CS6 13.0.x on Windows the right patcher should download for you.

Thanks,
Jeff
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Jeff Sass, Official Rep

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Hi Matt,

I have now pinned my response to the top of this thread and I will do so again as soon as the Photoshop CC patch is released. Thanks!
-Jeff
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Rob Cherry

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It's funny because I've been a graphic designer for over 15 years and I've seen this happen over the past 10 years, started with CS1! Every system, every OS, every version. It's the strangest bug ever!! :D good thing it only happens once every couple of weeks. I use layer styles all day long, that's what causes it for me. Thanks for looking into this!!! -Rob
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anna willoughby

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I still have the Help Window popping up, and my Photoshop CC is completely up to date. I just had it happen today from the color picker. Suggestions?
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Jonathan Shaw

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Hey Anna, apparently the fix has only been released so far for CS6. I am also on CC and still waiting.

Seems that support is prioritised for older versions of Adobe products.
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anna willoughby

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Ahh, my bad, should have read more carefully. Thanks much.
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Jessica Hyland

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I use CS6 at work, we have installed the update and I still get the bug, Photoshop literally just crashed and died of it. Would be nice to actually get this fixed some time.
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Chris Cox

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Are you sure you installed all the updates? What version does it show in Help -> System Info ?
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Jessica Hyland

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I'm actually not sure now that the update ran successfully; our IT manager tells me that the new patch does not fix the issue but that I can install it if I want to try it anyway, which seems like an odd attitude.

I've run the updater he made available and now Photoshop reports version 13.0.1, will see how it goes.
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Jeff Sass, Official Rep

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Hi Jessica,

For CS6 on Windows, you need to be at version 13.0.1.3. If you are at version 13.0.1 then you can apply the free update by choosing "Help->Updates" inside Photoshop. The fix for this bug is not present in 13.0.1.

For more information you can read this blog post which has information on our latest versions.

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

Thanks,
Jeff