Elements 13: Editor freezes when editing selections in Windows 8.1

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  • Updated 3 years ago
  • (Edited)
I have spent the last week trying to get help solving this problem. I have Elements 11 on the same computer, and the Editor works fine. But every time I try to edit a photo in Elements 13, the screen freezes within 2 to 3 minutes. Once it freezes, it stays frozen. It freezes when I'm making my selections with the Quick Selection Tool and the Lasso Tool. I don't know if it freezes during other operations because I haven't been able to get past the selection process without the screen freezing. I have to go into the Task Manager to end the program (although it doesn't say in the Task Manager that it's not responding). I also have the same problem in CS6 if I start in the Elements Organizer and then edit the photo in CS6. However, if I start in Bridge and then edit a photo in CS6, it doesn't freeze. So it seems to be an Elements 13 problem. I have tried all sorts of things so far-uninstalling and reinstalling Elements 13, Neat Image (noise reduction plug-in), and Camera RAW8.7.1. I also hired someone to try to fix it, and he manually removed files from Elements 13 after he uninstalled it to make sure it was completely uninstalled before he reinstalled it. I also tried installing it on a different drive on the computer, and that didn't help either. I also called Dell technical support 3 times in the past week, and they couldn't figure out what was wrong, either. There seems to be no way to contact anyone from Adobe. I posted this question on the Elements Village forum, and a lot of people gave me suggestions, but nothing's working. HELP!
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Darlene Friedman

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Posted 4 years ago

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Darlene Friedman

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I forgot to say that I'm using Windows 8.1.
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Pete Green, Customer Advocate

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Hi Darlene,

Sorry for the trouble with Elements 13 freezing in Windows 8.1.

Does the entire computer freeze? Or just Photoshop Elements/Photoshop CS6 that freezes? Are you able to end-task?

What is the video card on your computer? You might try updating the video card driver to the latest version by visiting the Manufacturer's website and checking for driver update.

Alternatively, Could other applications like antivirus programs be part of the trouble here? Perhaps try disabling any backup or antivirus applications and see if that affects the outcome.

Let us know how it goes.
Regards,
Pete
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Darlene Friedman

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Pete,

Only Elements/CS6 freezes. I can move the cursor around the screen, but it won't do anything if I click on anything. I have to hit control-alt-delete to get to the Task Manager, then end the task. I called Dell tech support 3 or 4 times in the past few weeks, and the last tech I talked to noticed that the CPU memory usage jumped from 0 to1% when the program was running to about 14% when it froze. He ran a brief scan on my computer and found some corrupted files. He's supposed to call me back tonight to run a 2-hour scan to find which files are corrupted and attempt to fix them. This same tech downloaded the most current drivers for my video card. He also got rid of a bunch of temporary files and emptied my Recycle bin.

I disabled McAfee when I installed Elements 13 one of the 3 or 4 times I installed it, and the program still froze. There were no other programs running in the background that I know of. Nothing else that was shown in the Task Manager was using more than 1%--just Elements.
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Pete Green, Customer Advocate

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Ok, Thanks Darlene.

Has it ever worked for you on this system?
Might try resetting the preference file for the editor, steps are here: http://blogs.adobe.com/pselements/pho...

Could also try booting the computer into safe mode and testing PSE/CS6 in there: http://blogs.adobe.com/pselements/pho...

Let us know if Dell support is able to assist. If not, let me know and I'll have our support contact you to help further.

Regards
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Darlene Friedman

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Pete, it worked for a while when I first got it back from the person who tried to fix it. I was able to edit 4 or 5 photos with no problems at all, but either later that day or the next day (I don't remember exactly when) I started to edit another one and it froze within a few minutes. And it's frozen ever since. No matter what I'm doing in the editor, it always freezes within 2-3 minutes. I have no idea why it worked when I first got it back.

The person I hired uninstalled 13 and then manually removed any Elements files that remained on the hard drive, including the Preferences folder.

Dell called me tonight and said they're still "researching the problem". I suspect they just don't know what else to do.

Thank you very much for the links--there are some really good suggestions there. I'm going to wait to try them, though, as an Adobe tech E-mailed me this morning and offered to set up a time when she could do a screen-sharing session with me so she could try to fix the problem. We set that up for late tomorrow night. I'm keeping my fingers crossed!
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Darlene Friedman

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Pete,

I'm very happy to be able to tell you that my problem is solved. I just finished the screen-sharing session with two Adobe representatives, and they solved the problem right away. It's a bug that they are aware of, and that they plan to fix in the future with an update. They told me to close the Info panel, and they said that would take care of the freezing. Sure enough, as soon as I closed the Info panel I was able to edit without any freezing occurring. This explains why it worked fine when I first got it back from the guy who worked on it--I probably didn't open the Info panel initially.

Pete, thanks again for your help and advice. Hopefully this information will help other people with the same problem.
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Deb Wick

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where is the info panel?
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Darlene Friedman

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When you open a photo in the full Editor, click on Window (in the top menu bar), then click on Info panel on the drop-down menu. The Info panel will open on the right side of your screen. Adobe issued an update that fixed this problem. Once I installed the update, I was able to keep the info panel open while editing a photo.
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Florian Schmid

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Dear Adobe support,
has this bugfix been issued recently?
Cheers,
Florian