Photoshop: Program error while saving to file server on MacOS/CS6

  • 8
  • Problem
  • Updated 4 years ago
  • (Edited)
Hi,

We have recently upgraded to cs6 and are now having problems saving photoshop files to our OSX snow leopard server. We are running snow leopard on our working macs. When saving photoshop files to the server we get an error pop up saying can't save file due to a program error. This is a random thing and only happens occasionally. If we save the files to our computer we don't seem to get the problem. We have never had this problem in the past when using CS4. Any suggestions on how to fix this problem as it is getting extremely frustrating.
Photo of Kathleen Boyle

Kathleen Boyle

  • 7 Posts
  • 0 Reply Likes

Posted 6 years ago

  • 8
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 768 Reply Likes
OK, let's see if we can track down the source of the error.
Program errors are logged in your preferences folder ~/Library/Preferences/Adobe Photoshop CS6 Settings/PSErrorLog.txt

If you could copy the last 20 lines or so from that and post it here, then I can try to figure out what is going wrong.
Photo of Kathleen Boyle

Kathleen Boyle

  • 7 Posts
  • 0 Reply Likes
Hi Chris,

Sorry for the delay. Have been waiting for the error to reappear.

It has just popped up when trying to save a flattened tiff image. I had a look in the CS6 settings folder and opened up the txt file. The only thing that was there was:

2012:06:06 16:34:23 : /Volumes/workarea/PS_13_Mac_Daily_Retail/20120315.r.428/photoshop/main/photoshop/xcode/../sources/UTextFace.cpp : 3497 : REQUIRE failed

I suspect this is an old log looking at the date at the beginning.
This was the only error that appeared.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
And that's an error caused by a problem getting font information, which could have happened anywhere.

If you had more than one program error, there should have been more entries (one for each error).
Photo of Kathleen Boyle

Kathleen Boyle

  • 7 Posts
  • 0 Reply Likes
unfortunately that was all that was there. Below is a screengrab of the error

Photo of Kathleen Boyle

Kathleen Boyle

  • 7 Posts
  • 0 Reply Likes
it doesnt seem to matter whether they are layered files, png, tifs or jpegs.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
That's weird, because PSD, TIFF and PNG save very differently.
If it's the same cause, then something is going wrong in the Photoshop framework, or at the OS level.
Photo of Kathleen Boyle

Kathleen Boyle

  • 7 Posts
  • 0 Reply Likes
Do you have any suggestions on how to fix this? Its happening on several machines
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 716 Reply Likes
Unless you're near San Jose, Seattle or Los Angeles (so we could examine the machines and debug what's going on) -- no idea.

It says program error, but all program errors should be logged in PSErrorLog.txt.

And the different file types make it a bit of a mystery, because they don't share a lot of code when saving.

We really need to be able to reproduce the problem to debug it.
Photo of joshua withers

joshua withers

  • 84 Posts
  • 16 Reply Likes
Hello Chris, during the beta session, i logged this a bug # 2972029. I worked for months with your staff and nobody could repeat it, or find a solution.
We have the issue happening daily in Los Angeles... and for some reason, it only happens in the afternoon. I can work all morning without issues and around 3PM (give or take an hour), it will stop saving to the server. I then have to save locally and copy to the server.
Photo of Mark Baker

Mark Baker

  • 1 Post
  • 0 Reply Likes
We're having the exact same problem at our studio in Atlanta. Files will randomly not save to the server, even if we rename the file. So we save to the desktop just fine, and drag and drop to server.
Photo of Michael Buckingham

Michael Buckingham

  • 2 Posts
  • 1 Reply Like
We are having the same problem saving to our server with Photoshop CS6, but with the following message:

“Could not save as [“file name.psd”] because the file name is not valid.”

Saves fine to the desktop, but always fails to the server, with any file format and any simple, short file name. We drag and drop to server as well, which is getting old very quickly. Never had the problem with CS4
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
Which OS version are you using?
Which network protocol are you using to connect to the file server?

Unfortunately these issues seem to be bugs in MacOS, combined with Photoshop's error checking to prevent lost files due to bugs in MacOS. SMB seems to have the most bugs, and AFP the least.
Photo of Elizabeth Riddle

Elizabeth Riddle

  • 3 Posts
  • 0 Reply Likes
I work with Michael Buckingham, so I can answer this question... Our Macs are running Snow Leopard (10.6.8) and we are using AFP to save our files to Windows Server 2003 shares. We, too, are seeing these errors in the afternoon and rarely, if ever in the mornings as was mentioned in a previous post.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
Any chance that's a Xinet server?
Photo of Elizabeth Riddle

Elizabeth Riddle

  • 3 Posts
  • 0 Reply Likes
No. Dell Power Edge 6850.
Photo of joshua withers

joshua withers

  • 84 Posts
  • 16 Reply Likes
For us, It happens only in Photoshop CS6. No other apps, and no other versions of Photoshop exhibit the error.
It happens in 10.6 and 10.7 and on both iMac and Towers.
The server is a Xinet platform and it can not mount using SMB.
We are finding that the issues occurs in the afternoon 'around' 3PM. At that point, we have tried unmounting the server, rebooting the machines or applications and the error will repeat itself. It may not repeat immediately, but it will repeat within a few saves after a re-boot, re-start, re-launch.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
In CS5 and previous, you'd sometimes get an error, and sometimes get a lost file. We found the cause to be a nasty OS bug in SMB file handling, and added more error checking in CS6 to try and prevent lost files.

Xinet -- well, first you need to test with a reliable network server.
Xinet has a long history of server bugs.
(in addition to those event scripts they snuck into Photoshop that caused mystery slowdowns)
Photo of Kathleen Boyle

Kathleen Boyle

  • 7 Posts
  • 0 Reply Likes
We are still having the same problem. Have tried server permissions but nothing seems to work. We are running from an OSX server operating 10.6. Our computers are running 10.6. I have also tried saving to a mac mini server and eventually had the same problems popping up. The mac mini server is running operating system 10.6. I can't see how it is a server problem when I have tried 2 different servers and still have the same problem
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
The primary cause is a bug in MacOS (the client side) interacting with servers via SMB protocol.

You can see similar problems when using MacOS as a server because the OS will lock files while creating thumbnails or scanning for metadata (also an OS bug) and fail to handle the save correctly.

That's why we added a lot more error checking to Photoshop CS6 - to catch the OS errors and try to make sure you don't lose your files.
Photo of Carl Davis

Carl Davis

  • 5 Posts
  • 0 Reply Likes
Chris, I am going to have to politely disagree with your assessment. I am the the system administrator at my office and this has absolutely never been an issue with any prior versions of Photoshop or any other program. Our workflow has reliably been working live on files via AFP in Adobe, Microsoft, and many other programs.

I have one (so far) machine out of 25 that have CS6 deployed that is experiencing this issue. It is an iMac running 10.6.8 connecting to a xServe running 10.6.8 via AFP. That same machine has worked perfectly fine with 10.6.8 and the most up to date version of Photoshop CS5. Your statement of the client accessing a server via SMB is irrelevant in my situation. Also, CS5 the statement about locked files becomes irrelevant also since CS5 was able to deal with locked files perfectly fine.

For backwards compatibility, CS5 remains installed on all machines and we can launch Photoshop CS5 and work in that program and not have an issue.

I am running 10.7 on a test mule and 10.8 on my personal computer and have no issues in Photoshop connecting via AFP to my 10.6.8 server.

I tried looking for the PSErrorLog.txt file that you referenced above and it isn't there. I don't know why you would be writing a log file to the preference folder, but in my 6+ years of administering Macs and Adobe products I've learned that there is little logical about where Adobe placed files.

The only thing in console related to Photoshop around the time that this occurs is the following lines:
9/13/12 3:13:08 PM Adobe Photoshop CS6[840] *** __NSAutoreleaseNoPool(): Object 0x11e1da2a0 of class NSCFString autoreleased with no pool in place - just leaking
9/13/12 3:13:08 PM Adobe Photoshop CS6[840] *** __NSAutoreleaseNoPool(): Object 0x106d3eaf0 of class NSBundle autoreleased with no pool in place - just leaking
9/13/12 3:13:08 PM Adobe Photoshop CS6[840] *** __NSAutoreleaseNoPool(): Object 0x13708c4c0 of class NSCFString autoreleased with no pool in place - just leaking
9/13/12 3:13:08 PM Adobe Photoshop CS6[840] *** __NSAutoreleaseNoPool(): Object 0x11e1ddb10 of class NSCFString autoreleased with no pool in place - just leaking
9/13/12 3:13:08 PM Adobe Photoshop CS6[840] *** __NSAutoreleaseNoPool(): Object 0x11e1c59d0 of class NSCFData autoreleased with no pool in place - just leaking
9/13/12 3:13:08 PM Adobe Photoshop CS6[840] *** __NSAutoreleaseNoPool(): Object 0x12598a140 of class NSCFData autoreleased with no pool in place - just leaking
Photo of Kathleen Boyle

Kathleen Boyle

  • 7 Posts
  • 0 Reply Likes
we are not connecting to the server via smb. We are connecting via afp.
???
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
OK, then you're probably looking at the metadata/thumbnail bug in MacOS. It is less common than the SMB problems, but worst if you or others are browsing the directory that you're saving to (because the OS will be actively updating thumbs and metadata).

We've filed bugs with Apple about these issues, along with steps to reproduce and our analysis of the problems.
Photo of zohaib sharif

zohaib sharif

  • 3 Posts
  • 0 Reply Likes
Then why it use to work well in older versions ?
Photo of zohaib sharif

zohaib sharif

  • 3 Posts
  • 0 Reply Likes
We have OSX 10.8.1 with CS6 whenever you save file in ID CS6 it goes to Save As and have to browse all the way to the location on server to save it and then replace the file....
I have not find any solution for this still working
Photo of joshua withers

joshua withers

  • 84 Posts
  • 16 Reply Likes
We could save with ZERO problems in CS5. I still have no issues when I work in CS5. This is definitely a CS6 issue.
Perhaps the Error checking is too strict?
This has become a major inconvenience for our workflow. We have a whole team of people frustrated on a daily level.
Photo of Elizabeth Riddle

Elizabeth Riddle

  • 3 Posts
  • 0 Reply Likes
Same here...
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
The error checking is catching things that may have been missed before, plus Apple introduced new bugs in 10.8. Apple is still working on the issue.
Photo of tom mckinley

tom mckinley

  • 1 Post
  • 0 Reply Likes
Can save changes and rewrite over the file on the desktop, but not on the server. Is not a permissions issue as all permissions are cleared. Its totally random. Was originally isolated to one user, but as of yesterday, 4 more users including myself have been affected. We are able to save files after making compatible to CS5 and then working in CS5 only. CS6 seems to be the issue.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
That means that either you have a permissions problem on the server, or yet another OS bug. CS5 did not have as much error checking, and failed to save the files more often because it was ignoring some errors from the OS.
Photo of Michael Buckingham

Michael Buckingham

  • 2 Posts
  • 1 Reply Like
We are using 10.6.8 so I'm guessing this isn't an Apple issue. Just wondering how long it will take you guys to finally admit that you screwed up and fix it. You're creating a lot of frustrated customers!
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
MacOS 10.6 still has many file system bugs, and we added error checking to catch those bugs (instead of losing files).

Saving to file servers is a big problem, mostly due to bugs in the OS - that's one reason we recommend not to save to file servers.

We have been working with Apple to try and get those OS file system bugs fixed , but as we saw with 10.8, sometimes new ones get added.
Photo of Mich H

Mich H

  • 2 Posts
  • 0 Reply Likes
Hi Chris, we had this discussion in the past: http://forums.adobe.com/message/3967626

The issue there was that files couldn't be saved to an OSX 10.6 server using afp from a client using 10.6 and Photoshop CS5.1... but not always, and that is the nasty part. But here the files got lost when you got the error, so it actually was worse. Glad Adobe fixed that in CS6.

I hope Adobe and Apple can fix this.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
In CS6 we tried to prevent loss of files, and provide better error detection when the OS had a problems saving files. Apple thinks they fixed part of the problem in MacOS 10.8, but they apparently introduced new problems.

We are still working with Apple to get these OS bugs solved. In the meantime, we're trying to work around them or at least detect the errors as best we can.
Photo of joshua withers

joshua withers

  • 84 Posts
  • 16 Reply Likes
I would guess something within the app would cause this.

For example, AFTER i get the error, If i quit photoshop and open the same file again and save it back to the server it will work. but only briefly. The error will eventually occur again.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
So far it's caused by bugs in the OS filesystem, or other apps holding onto some of the files at bad times.
Photo of Alexis Jacoby

Alexis Jacoby

  • 1 Post
  • 0 Reply Likes
We have the same problem here.
Photo of Robin Ray

Robin Ray

  • 3 Posts
  • 0 Reply Likes
It won't save preferences as it says the file is locked. Why, do you suppose, is that? It means one has to reset the preferences every time you open a new file. That, and being unable to move the window! Weird behaviour from a program that's been going strong for umpteen years. Beginning to worry about the Creative Cloud project...
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
That has no relation to this topic. And it's because your preferences folder has the wrong permissions, or the files are literally locked.
Photo of Robin Ray

Robin Ray

  • 3 Posts
  • 0 Reply Likes
Could you explain these three statements please? Or do you mean 'go away, you fool, and start a new topic'? Which I shall promptly do.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
You should have started a new topic, and I already answered your question.
Photo of Robin Ray

Robin Ray

  • 3 Posts
  • 0 Reply Likes
Fortunately someone else answered my question, elsewhere; I didn't understand your comment. As for how a new file could be locked, I didn't understand that either. But now all is well. Thanks.
Photo of zohaib sharif

zohaib sharif

  • 3 Posts
  • 0 Reply Likes
HI

Following worked for me

reinstall the OSX (erase the HD from disk utility before reinstalling mac)

reinstall adobe cs6 do not install any other application while installing CS6

map the drives via finder .

Enjoy
Photo of Scott Griswold

Scott Griswold

  • 16 Posts
  • 1 Reply Like
I'd like to chime in and say that I too am having this problem. It was present in the Beta, the trial release and now in a full install of CS6 suite. We just committed to purchase of 13 licenses for our design department and this issue needs to be addressed before we deploy it across all of those machines.
I have seen it happen with TIF files. When it occurs, I unmount the server which surprisingly does not report that it is in use by an application. I then remount the server and can then save the file. We are running the latest version of ExtremeZ-IP on a Dell server and sharing via an AFP connection.
My next test will be to run under a newly created user account to eliminate any user specific issues. I'll report back what I find.

Scott

Testing is being done on a MacPro with 16GB of ram running MacOS X 10.6.8
Photo of Pete Green

Pete Green, Customer Advocate

  • 687 Posts
  • 115 Reply Likes
Let us know how it goes with the new user Scott
Photo of joshua withers

joshua withers

  • 84 Posts
  • 16 Reply Likes
Is there any way we can turn on a legacy saving method so PS-CS6 will save like it did in PS-CS5?
This error is driving me absolutely crazy.
I have a variety of versions open in photoshop and then suddenly i have to save them all to the desktop, then back to the server.
It is totally confusing and slowing down a typical work flow. It creates extra work and LOTS of frustration.
Another crappy part is that when the error occurs, i have to re-name the files... and they are not your typical file names. For example:
LA_X2354_01X_NP_240_r3.psd

i want to turn off all the fancy adobe saving crap. My OS never changed and PS-CS5 saves just fine. I want to go back to that sooooo bad....
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
No, as long as the OS keeps saying there is an error, Photoshop should report that error to the user.
Photoshop is just being more complete in telling you about errors from the OS.
If you want the error to go away, you need to solve the problem (in the case of permissions problems) or get OS vendor to fix the bugs.
Photo of Scott Griswold

Scott Griswold

  • 16 Posts
  • 1 Reply Like
I'm currently testing saving files to our server via an SMB connection vs the usual AFP connection and have had no problems. Not a real solution since AFP to our server running ExtremeZ-IP is way faster. I'll keep testing it and see what I get. Is anyone else saving to servers they are connecting to over SMB having this problem?

-Scott
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 716 Reply Likes
SMB does have bugs on MacOS, and Apple fixed many of them in 10.8.2.
Photo of Scott Griswold

Scott Griswold

  • 16 Posts
  • 1 Reply Like
Chris. That's interesting because it's not SMB I am having trouble with but AFP. I've only been testing it for a day now, but so far no issues with SMB on MacOS 10.6.8.
Photo of Scott Griswold

Scott Griswold

  • 16 Posts
  • 1 Reply Like
Ok, so now I have been using SMB for a few days and have had no problem saving. No Program errors. So there is clearly something amiss with the AFP connection. The fact that we did not get a program error in CS5 but are now getting it in CS6 tells me that CS6 is seeing something that CS5 was ignoring. The question is, what?

Chris, if Adobe has added error checking in place in CS6, there can only be a handful of things it is checking for relating to network connections at the time of save. Is there any way for you to tell us all what those things are? That will give us greater insight into what to look for on our ends. I understand it's not really an Adobe issue, but Adobe would do well to help its customers resolve an issue that will keep them using their product far into the future.

Thanks,
Scott
Photo of Scott Griswold

Scott Griswold

  • 16 Posts
  • 1 Reply Like
So do we have any further information on this issue? I ran SMB for a week without having a single problem. Switched back to AFP this morning and within 2 hours, a program error when saving.
So what is it about AFP that is triggering this error in PS?
Photo of Scott Griswold

Scott Griswold

  • 16 Posts
  • 1 Reply Like
I'm running 10.6.8, not 10.8. I'll happily upgrade to 10.8 if this program error issue is not happening any more in the latest release of 10.8.2. Can anyone confirm if this is still an issue in 10.8.2?
I have 12 other users who I would need to update too which presents a whole different set of issues for our organization. But if that is a real solution. I'll certainly consider it. For now I will try it on a test system. Would love to hear from anyone else running 10.8.2.
Photo of Scott Griswold

Scott Griswold

  • 16 Posts
  • 1 Reply Like
Well, as it turns out, my MacPro will not take an update to 10.8, so I am dead in the water with things to try until Apple or Adobe does something to make this work with 10.6.8. I can say I am not at all pleased with this situation. I hope some solution comes along. I'll keep looking.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 716 Reply Likes
Adobe can't fix the bugs in Apple's OS code.
And Apple fixed the bug in 10.8.2, but won't be fixing it in previous OS versions.
Photo of Mich H

Mich H

  • 2 Posts
  • 0 Reply Likes
Hi Chris,

Two questions:
1) I looked at the release logs of 10.8.2. There is no mention of this fix, only something about smb.
2) This fix you are talking about, should it be client side or server side?
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 716 Reply Likes
The fix is client side, one of the resource APIs was throwing errors for lots of applications, and was not SMB specific.
And Apple doesn't always document the hundreds of fixes in each dot.
Photo of Brian C

Brian C

  • 4 Posts
  • 0 Reply Likes
We have three people in our group that get this error every day constantly and we are on 10.6 still. It's gotten so bad that we have to go back to CS5.
Photo of joshua withers

joshua withers

  • 84 Posts
  • 16 Reply Likes
We have had files get lost and various screw ups as we save to the server, then get the error, then save locally, and then copy to the server, etc...
It is happening to everybody on my crew and we are all frustrated. And it worked fine in CS5. I wish we could turn off whatever is causing the error in CS6. I know Chris keep saying it is an Apple issue but... CS5 saves just fine.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
We saw the error sometimes in CS5, and added more error checking in CS6 to catch these problems and let the customer know about the OS/permissions/fileserver failures.

Apple has fixed some of them in 10.8.2, but won't be porting the fixes back to older OS versions. And there are still more bugs remaining, some of which Apple will never fix (resource issues especially) and we'll have to work around.
Photo of Scott Griswold

Scott Griswold

  • 16 Posts
  • 1 Reply Like
OK, so since it's obvious that this issue will not be resolved for us users who have MacOS10.6.8 and as it turns out, many of our systems are not able to be updated to 10.8, I would like to ask another question. Does Adobe have a currently recommended workflow for workgroups who wish to store files on a file server but still pull those files down to work locally. The idea of asking users to do this manually seems absurd. Given that Adobe Creative Suite is generally used in organizations with many people exchanging files through file servers, I would hope that there is a recommended practice they can offer.
Thanks,
Scott