Photoshop: File does not display when opened

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  • Updated 7 months ago
  • (Edited)
Occasionally - and randomly - when I try to open a PSD, TIF, JPG, etc. file either from the home screen, shortcut keystroke, file menu or by double-clicking on the file I get a blank screen, even though the file is open. When I "close" the blank screen with shortcut keystroke or by clicking the red dot in the upper-left, I get the home scree again, showing the file I just tried to open as the first file in the list. When I click on it, same thing - no image. Just a blank screen - no toolbars. I have to close PS and reopen. This appears to happen randomly. The same file may be fine next time, but another file may have the same problem - one that didn't have the problem before. Restarting Photoshop works, but I don't think this is the way it was meant to function. This happens on the computer at work, as well as my computer at home (separate CC subscriptions).
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Curatorial Design

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Posted 7 months ago

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David, Official Rep

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I've got some questions...

Are you running into this with Photoshop?  Which version?  Mac OS?  Which version?  What other apps do you have open?  What size is your scratch disk?  How much space do you have on it?  How large is the file you're opening?

Thanks,
David
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Curatorial Design

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Can be ANY FILE, ANY SIZE. It's totally random. This current file was 18 Mb, but other files may be larger or smaller. It's totally random which files it occurs on. And it doesn't always happen on any particular file. I could open this file again in another session (i.e.: after restarting PS) and have no problem whatsoever.

IT HAS BEEN HAPPENING FOR ABOUT 9 MONTHS OR SO.

As mentioned, it happens on more than one computer, running different subscriptions. Both are running OS 10.14.6. 

Generally I am running Microsoft Outlook. There may or may not be any other programs open. That doesn't seem to matter. 

This particular computer has a 370 Gb scratch disk in PS.  Total free space on that hard drive is 500 Gb. 
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David, Official Rep

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Thanks for the information.  I get that this is frustrating you.  Sorry.  But I do need to ask these and more questions because as bad as this problem is for you, I haven't heard ANYONE else report it.  And I read the forums pretty much daily.  So that leads me to believe that there's something unique to your setup that's triggering this problem.  The questions are to help you find and isolate what that thing is.

One idea that might speed this up would be for us to do a web-hosted screenshare so you could show me your setup and process.  Since the problem is random, that might not help but it could also give me some insight.  Another option is that I give you a way to contact me and when this happens again, we do a session then BEFORE you reboot PS.  Ideally, both would probably be best.

Do you have GPU on or off?  Have you tried flipping the state to see if this problem goes away?  If there's no problem with GPU off, the problem is your card, otherwise the problem is probably in PS or it's interaction with the OS or another app.

You're running the latest version of PS?  Outlook isn't an issue -- I'm running with it now.  And, on average, I edit a couple pics a day in PS with Outlook running.

What abou third-party plugins or filters?  Do you use any of them?

Thanks,
David
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Curatorial Design

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No, I get it. 

Being a random issue, it is really hard to set up a screen share as you said.

Haven't tried turning GPU on/off. My system at home is older and doesn't use GPU with the current version of CC and still has the issue if that helps.

Everything is up to date regarding CC. 

No third party plug ins at home. I have a couple here that I have been running for years which I will disable and see if that helps. 

Funny that you haven't heard about this before. I posted about a similar issue regarding Illustrator and a number of people there had mentioned similar issues with Photoshop in that thread. They had a number of similar threads and amalgamated them into one. I will see if I can find a link for you.

I haven't noticed the problem in InDesign yet. But I don't use it as much these days.

I don't know how much if any code is shared between these programs, or if that insight might be of any use to you.
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David, Official Rep

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Yeah, I only pay attention to Photoshop bugs.  The Illustrator team is located many time zones away from me these days.  But it is interesting that AI is having this issue.  This is the first report on the PS side.  I'll check with the Tech folks to see if they're aware of this issue in ID.

I'll shoot you my contact info by email.  I'm in California, so PST, but next time you have the problem, shoot me a message and if I'm free, I'll take a look.  I would like to get a handle on what you're encountering.

Thanks,
David
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Curatorial Design

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I know they've been having a number of challenges. Not sure if there is a connection or not. I figured you wouldn't be connected, but it's always good to have info.

Cheers
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eartho, Champion

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are you using more than one display with these machines?
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Curatorial Design

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No. iMac only. No additional monitors/displays.