computer hangs / totally freezes at Photoshop startup after splash screen (at the "initialzing panels" step)

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Hi,

I have just subscribed to the cc offer, correctly installed several apps. But I have a big issue with photoshop startup : when I start it, I see the spash screen, then the message "initializing panels", then the computer totally freezes : nothing is moving, can not move the mouse anymore, nore input anything on the keyboard... and I need to hard reset.
I am on WIN7 64 SP1 / my card is a nvidia geforce GTX 460 with the latest drivers.

thanks for your help.
Rgds,
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Frederic CHAUVIN

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Posted 4 years ago

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Chris Cox

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If the whole computer hangs/freezes (or restarts, or shuts down) -- then you are looking at an OS bug, a hardware fault, or a low level driver bug. Applications cannot cause those behaviors.

Most likely in this case the video driver is at fault. Try updating the driver from NVidia's website.
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Frederic CHAUVIN

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Hi,
unfortunately I did update the nvidia drivers... with the latest ones. before posting the question here.
Do we have a way to troubleshoot... activate a log/trace file or else in order to understand more what is happening ?
Thks,
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Chris Cox

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You can try running the GPU sniffer alone and see what happens.
And you could try Photoshop CC instead of CC 2014 and see if there is any difference.

Beyond that, I'm not sure what else we could check to narrow down the cause.

The most common cause of system hangs/reboots/shutdowns is bad RAM, but the behavior you describe does sound more like the video driver. And updating it usually solves known problems in the driver. But you may have some bad hardware, a driver that doesn't fix all the bugs, or the problem can be caused by a different driver.
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Frederic CHAUVIN

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Ok I am back after a "brute force" startup service / programs test session. basically I tried what is written here : http://helpx.adobe.com/x-productkb/gl...

And after many reboot.... (each time it crashes...) I found out that the faulty program is the firewall that I am using... : called "personal firewall" from privacyware. http://www.privacyware.com/personal_f...

The issue is not like usual firewall issues : blocked ports / blocked applications etc ... Here it is like a huge compatibility problem : basically if the firewall is running (even if it is set to "allow everything". Photoshop will crash the computer. The only way to escape is to totally shutdown the firewall.

Well i will try to contact the firewall dev team, and check if they want to investigate further... But.anyway, if someone encounters the same issue, this will be logged ;)

thks for your help and CU,
Fred.
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Chris Cox

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yeah, that's pretty impressive for a firewall program. It must be hooking some low level OS calls, and have some interesting bugs in their code.
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Frederic CHAUVIN

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So... Final words about this case.
I contacted privacyware support (editor of the firewall). Within a couple of hours I received the following advice from Greg :

"... Thank you for your note, interest and support of Privatefirewall. I don’t know for sure why Privatefirewall causes such interference with Photoshop, but let me ask you – once the lock-up is observed, how long do you wait before hard re-booting or shutting down Privatefirewall? If the system is not actually BSOD’g, you might wait a while longer than previous attempts (even 30 or more minutes). My expectation is that Privatefirewall, for whatever reason, requires more time to assimilate Photoshop activity than might be typical or expected – and that once it has, the behavior will no longer be observed. ..."

So I did the “waiting” test. I don’t know how long it took exactly. But when I came back in front of my computer, Photoshop was running fine.
If I now run it again, everything is smooth.
so indeed : PrivateFirewall required more time to assimilate Photoshop activity, but once done, everything is now running fine.

Thanks again for both Chris and Greg !

Cheers
Fred