Adobe Photoshop Elements 15 crashing

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  • Updated 2 years ago

Adobe Photoshop Elements Organizer not loading at startup:

Event log details:

Faulting application name: PhotoshopElementsOrganizer.exe, version:, time stamp: 0x57cd427e

Faulting module name: ig9icd64.dll, version:, time stamp: 0x585d7fad

Exception code: 0xc000041d

Fault offset: 0x00000000005d70c0

Faulting process id: 0x13b0

Faulting application start time: 0x01d2f3fa31dc245d

Faulting application path: C:\Program Files\Adobe\Elements 15 Organizer\PhotoshopElementsOrganizer.exe

Faulting module path: C:\Windows\system32\ig9icd64.dll

Report Id: 72e186cd-5fed-11e7-ad47-0050b6da6fee



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Posted 2 years ago

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Appears to be a problem with the Intel HD Graphics 520 driver, but this is already the latest supported version ( the laptop in question; Lenovo ThinkPad L560.



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Adobe Elements 14 does not have the same problem; have just reinstalled this on the laptop. Followed all the resolution steps on the Adobe Support site, including removal and reinstallation, but no effect.

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Steve Lehman

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Hi there Chelle,  

First, all of these numbers from error messages will not tell us much.  These are .dll file numbers of which there are over 900 of those and it shows its file-path where .dll files are kept in a folder which is not new and won't help us.  These .dll files are your connection between Windows and the application, and only is telling us that a connection is broken and it may be due to your video driver as you mentioned that once.  Other numbers with the zeros are page-frames where software is kept on your main drive and those won't help us since its address is different when the software is canceled.  

You need a reset in the software and maybe in Windows-10 but I want to address your software first, then your video driver before I jump into Windows and its root directories or Windows Power Shell with SFC commands.   

First, check your video driver's manufacturer's website for any mention of Adobe PSE15 having a complaint or having a troubleshoot-support or comments about them working on an update for Adobe 15.  Also, don't wait for the update.  At least if they are working on it, there is a hope.  

Okay, now for an Adobe reset:  
For one thing, Since your organizer works best in Adobe PSE14, why not work with that Organizer in conjunction with PSE15's editor.  They will work together on the same computer.   

Secondly, try opening the Organizer in Editor mode, not from a stand-still.   After this, you might be able to open the Organizer in that way each time.   Next, we'll reset the Editor and the Organizer.   

We'll work with the Editor first:  
In PSE15, for a reset to work, you must first open a photo or graphic in the Editor, then on the lower-right corner will be a ? (after the graphic is loaded) and next to the ? will be 'note-line' indicating there is a down-menu.  Click the down-menu and then its "reset all tools" in the menu.  

Also, see if you can open the Organizer (top-left) in Editor mode.  If you can get to the Organizer, I want you to do this same reset in the same way in Organizer.  I want Adobe completely reset.   

There have been complaints about Organizer.   Opening it from a stand-still isn't advised for your video compatibility.  None of the complaints concerned opening it with a video driver incompatibility.  In your case, I want you to make sure there's no mention of this at your video card's manufacture site, then check for Windows updates for video driver update downloads.   Also, if your video card manufacturer has a sudden update, grab for it.   

As mentioned above, there might be a reset in Windows but I don't want to go there until we have reset Adobe's software from inside it.   Windows-10 might have reset but it sometimes doesn't show it if it's been reset before.   Other resets in Windows will involve the root directory, Windows Power Shell and those are harder to manipulate as commands must be accurate.  Also as an engineer, I would want to watch your screen during that time.   

Let me know what's happening.   

Steve Lehman, MCSE engineer responding