Elements 12: Every image I import is bright green and I can't figure out why. (Windows 7)

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  • Updated 3 years ago
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It makes no difference if the images are photos or website images, they all come up bright green in Photoshop. Can't find any answers anywhere and it's impossible to contact support, so hoping someone can help me, as I haven't had the chance to use the software yet because of this.
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Yvonne Mills

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Posted 3 years ago

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Chris Cox

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Update your video card driver from the GPU maker's website.
If you cannot update the driver for some reason, disable GPU drawing in Photoshop's preferences and restart Photoshop.
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Yvonne Mills

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Have updated the driver for the AMD Radeon HD7700 card with no change to the green background within Photoshop Elements 12. In Edit/Preferences there is no option to disable GPU drawing?

Don't suppose there is a plugin for this specific card btw? What do you advise?

p.s. every other installed software package for viewing or editing images or vt works fine btw.

Thanks in advance
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Steve Sprengel, Champion

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You're right there's no place in Elements preferences to turn on or off GPU usage. I think Chris was confused because you said Photoshop in the body of your message, despite the title saying Elements.

You might try Edit / Color Settings... / Always Optimize Colors for Computer Screens in case it is a color profile problem, although it's a longshot.

I wonder if something is messed up with your video card's color settings, for some sort of drawing mode that only PSE is using, things you'd set in the video card control panel, not PSE. I don't know exactly what those settings are or what the control panel applet looks like but on Windows it's usually in the system notification area.
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Yvonne Mills

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Thanks Steve,

Already tried the optimise colours option with no change. Thanks for the thought on the graphics card setup for drawing mode (this is new to me as never experienced issues like this before). So, will search for the control software & see if I can rectify this annoying 'communication' element with PSE.

Have to admit to being somewhat miffed that when installing PSE it didn't properly recognise the graphics card & set the configuration correctly as it's a well known & respected card, used in all sorts of this type of application.
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Yvonne Mills

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Well, we've tried everything that's been suggested, including buying and installing a lesser spec graphics card, but nothing has changed!

I'm so annoyed that Photoshop are quick to sell you their products but you have absolutely no way of contacting them when you have a problem, you just have to hope that some kind people like Steve and Chris above will offer advice.

We've completely wasted our money on a product which doesn't work and I'm absolutely disgusted that there is no customer service at all to help sort out this issue.
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Chris Cox

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Have you checked your display profile (if it is broken, then Photoshop will try to compensate for the display incorrectly, because it is getting bad information from the profile).

Photoshop does have customer support available by phone and online chat, in addition to forums.

And Photoshop is working just fine for millions of users, so most likely there is just something wrong on your system.
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Yvonne Mills

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Hi Chris,

Unfortunately we're not technical experts and have no idea how to check the display profile. We've checked all the settings we can on the monitor and graphics card and everything looks okay to us and all tech specs have been met. Our PC is used for business, so it's very high spec and less than a year old, so I am doubtful that anything is broken.

Regarding customer support, I eventually got a link to online chat yesterday after complaining on Twitter and was then told that I wasn't entitled to any support with Photoshop Elements 12 and had to go back to the forum! I've searched everywhere for a contact telephone number, but nothing is available, so as far as I'm concerned, customer support is non-existent!

I'm sure you're right, that there is probably just something not quite right on our system, it's probably something really simple, but if no-one at Adobe/Photoshop is prepared to help us, how on earth are we supposed to figure out what it can be. You're the experts, not us!

Eventually, after complaining on Twitter, someone has emailed to say they will contact us, so hopefully they will be able to help, but I've had to really jump through hoops just to get this far.

I just can't believe that a company this big, treats its customers so badly.
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Yvonne Mills

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Okay, figured out how to check the display profile and it's all okay, (LG IPS LED 21.5") Running an AMD Radeon 7770 Graphics card. We've also checked the calibration and again, all okay.

Completely at a loss as to what else we can try.
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Yvonne Mills

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It's finally fixed!

It's quite bizarre how simply it got fixed though; once someone from Photoshop connected remotely to my PC, all of the green disappeared! Apparently it's something to do with my graphics card having its own memory and the remote connection forced the desktop to refresh, which corrected the problem.

Very strange, but I'm just so happy to have it working at last.

Now I'm looking forward to learning how to use it properly.