Elements 13: Crashing on Windows 8

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  • Updated 3 years ago
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I have recently bought Elements 13 and, despite multiple downloads and the purchase of a new computer (taking me from Windows 7 to 8), the software is crashing every time I try to do something in the expert module. I have used Lightroom for five years with no problems at all. I've tried contacting Adobe, but they have been of no help. I was promised that the issue would be escalated and I would receive a phone call, but they then changed their mind. I'd appreciate any advice. Thank you. Rob
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Robin Sibley

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  • incredibly frustrated

Posted 3 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Did it ever work correctly?

Is your video card driver up to date? Determine what video card you have and go *directly to the manufacturers website (nVidia or ATI/AMD)* and download the latest driver: http://blogs.adobe.com/crawlspace/201...

After you have the latest driver, Try restoring your preferences: http://blogs.adobe.com/crawlspace/201...
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Robin Sibley

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Thank you for your suggestions. In answer to your question, no, the software has never worked correctly. I've now checked the video card and it is up to date. I've also deleted any preferences, but Elements has just crashed on me again.

I should perhaps point out that I have been downloading the software online and my broadband is quite slow - it has taken anything up to two hours each time I have reinstalled the software. This has never been an issue with Lightroom, but I'm just wondering whether it could be an issue for Elements.

The software has failed on both my old and new computer (Dell XPS8700), so I am at a loss to think what could be going wrong.
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Chris Cox

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Did you update the video card driver from the GPU maker's website or from Microsoft (big mistake)?

What does the system event viewer show for the details of the crash?
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Robin Sibley

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I went to the nvidia sight which confirmed that the driver was up to date. Could you tell me how I access the event viewer? Thanks.
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Chris Cox

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Just launch/open the system event viewer.
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Robin Sibley

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This is what I found in the event viewer for the last crash.

Log Name: Application
Source: Application Hang
Date: 30/11/2014 07:46:09
Event ID: 1002
Task Category: (101)
Level: Error
Keywords: Classic
User: N/A
Computer: RobsPC
Description:
The program LiveComm.exe version 17.5.9600.20689 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.
Process ID: 19f4
Start Time: 01d00bc97cc8ef92
Termination Time: 4294967295
Application Path: C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_17.5.9600.20689_x64__8wekyb3d8bbwe\LiveComm.exe
Report Id: f0f74ad1-7864-11e4-825f-38b1db9b0a2e
Faulting package full name: microsoft.windowscommunicationsapps_17.5.9600.20689_x64__8wekyb3d8bbwe
Faulting package-relative application ID: ppleae38af2e007f4358a809ac99a64a67c1

Event Xml:

1002
2
101
0x80000000000000

2764
Application
RobsPC

LiveComm.exe
17.5.9600.20689
19f4
01d00bc97cc8ef92
4294967295
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_17.5.9600.20689_x64__8wekyb3d8bbwe\LiveComm.exe
f0f74ad1-7864-11e4-825f-38b1db9b0a2e
microsoft.windowscommunicationsapps_17.5.9600.20689_x64__8wekyb3d8bbwe
ppleae38af2e007f4358a809ac99a64a67c1
55006E006B006E006F0077006E0000000000
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Chris Cox

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That event is not about Elements, but about a hang/freeze in the LiveComm application (part of Windows SkyDrive integration). But a hang/freeze in that could cause a hang/freeze in other applications when they are trying to access your filesystem (disk or network).

Look for a system event that describes a crash in Photoshop or Elements Editor (they should be sorted by time, so you can just look for a timestamp when the editor crashed).
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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That looks like it has something to do with Skydrive synchronization.
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Robin Sibley

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Is there a quick fix? I'm not actually making use of Skydrive and I don't think this would explain why I was having the same problems with Elements 13 on my old computer, which had Windows 7.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Possibly. You could check on the Microsoft site and see if there's a way to disable it SkyDrive and LiveCom.
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Robin Sibley

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Thanks so much for your guidance. It took me a while to work out how to disable 'OneDrive' in Windows 8.1, but that was a few days ago and Elements 13 hasn't crashed on me once since then. I'm not a technical person and have little idea of what was going wrong, but am very grateful to have the software finally working properly.