Photoshop: Can't save large TIFF files without freezing

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  • Updated 4 weeks ago
  • (Edited)
So, I've been dealing with customer service for Photoshop problems for about 2 months now. I had 2 cases since they closed the first one when it wasn't resolved. I've talked with 5-6 agents, all who escalated my case promising a call back... Didn't happen in the time frame given.

I did get 2 calls over the 2 months, but not when I'm available... I've given availability schedules numerous times and received no calls. Now today, they called (a week after my availability dates), wanted me to update the program, can call back. I expressed frustrations, he absolutely would NOT answer questions, and promised me my case would not be closed. He closed it anyway.

Now, I started yet another case, spend several hours with the agent, was told he could not fix it, and was reassured that this time I would definitely receive a call back. Less than an hour later I got an email that this new case was closed. Seriously??? Can customer service get their heads out? This 2 month problem affects part of my design work!
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Christian Allred

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  • furious

Posted 4 weeks ago

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Johan Elzenga, Champion

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There are lots of very knowledgeable people on this forum, so why don’t you explain your problem here. Maybe we can help you where Adobe support could not.
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Kukurykus

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That's right. List and precisely describe each problem you have some people engaged probably only to make illusion of support can't help you with. Don't forget any specifications and videos.
(Edited)
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Christian Allred

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I'm a graphic designer working for a magazine as well as freelance. For my freelance and personal designs, I typically work with large files... Many of them large poster size. 16 x 20 - 24 x 36. I have had no problems until suddenly Photoshop would start freezing and I have been unable to save my larger tiff files.

I noticed when I had started a new large design. The following day I began working where I had left off only to find that I could not save the file. I am used to working with these larger files, so I was very surprised when it stopped working suddenly.

I have had GeekSquad check out the computer as they have done so the whole time I have had their warranty on my PC. They can find nothing wrong. Adobe has tried changing multiple settings, uninstalling and reinstalling, turning my graphics card off and on, etc. They cannot find a way to fix this issue.

My graphics card is up to date with it's driver, and PC support has looked at virtual memory as well as the graphics card, but found no problems.

After last night with yet another agent, I am thinking about just replacing the graphics card and spending what I cannot afford on new things for the PC due to frustrations with Adobe. Their customer service has been a complete joke. No contact when I state my availability, closing cases after promising not to, 5-6 agents promising I would be contacted within 24-48 hours followed by no contact after my case is elevated.

I am able to work with the regular files for my job with the magazine thank god, but I haven't been able to do anything with my personal designs and large files since August 25.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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That's a drag. I've asked a senior agent to connect with you. Let's see if we can figure it out. Is it only freezing when during a save? Have you tried disabling background save? Preferences > File Handling... uncheck "Save In Background" - Restart Photoshop. Are you able to save?
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Kukurykus

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If they won't solve it, let me know so you'll try if scripting saving that .tif will do that sole Ps can't.
(Edited)
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Christian Allred

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Right. It's freezing when I try to save the file. Also takes longer to open it than before the issue started. They've tried changing a lot of preferences including "save in background". I just replied to the senior agent you asked to connect with me. We'll see if we can get it working.
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Chris Powers

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I agree and backup the statements by Christian.  I have some extremely large photoshop files, some nearing 1 GB (seriously large) and had no problems until this recent update. I have 32 GB of ram, an internal Intel video card w/ 4 GB of ram and a NVidia Quadro M300M with 4 GB of ram...  A PS file of the size of 1 GB with nothing else open, should NOT crash....yet a 40x60 mult-layered/multi-smartobject PS file chokes halfway through using it when it never did before.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Sounds like your issue is unique to 2019. Christian's sounds like his issue started prior to release of 2019.

For your issue: Does it crash? or freeze? Are you also on Windows?