Photoshop CC: I downloaded Sierra & then got notice to update. It does nothing but crash.

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  • Updated 1 year ago
  • (Edited)
Can't get current PS CC version to work with Mac OS Sierra. Photoshop just crashes. I've tried rebooting but still the problem exists. Please help!
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Marlene Lebel

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  • frustrated

Posted 1 year ago

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Photo of Joe Casillas

Joe Casillas

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You might need to uninstall Photoshop and reinstall it again. That happened to me when I upgraded to a new OS.
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Marlene Lebel

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Already tried that & it didn't work - but thanks!
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Emmanuel Manenza

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Okay,thanks will try it,I just need to make sure if the setup I used to install it not corrapted,cause during the installetion it needed an connection, and took so long to finished up,I end up canceling n start again the connection option I skip it on the second time,so maybe that's why
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David Joyce

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First uninstall Photoshop CC using creative cloud. Then reinstall CC 2017.1.1, using creative cloud.

If this still crashes, use the Adobe Cleaner Tool: https://helpx.adobe.com/photoshop-elements/kb/elements-installation-error-CC-cleaner-tool.html

The tool ensures all files are deleted and provides a clean install of CC2017.1.1.
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Marlene Lebel

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Thanks. I couldn't find the log file. Then it only allowed me to download previous PS CC version. I will have to test it tonight.
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Emmanuel Manenza

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Then I think this maybe the main problem about it,evertime I open it shows this provide a serial number,and it self as a whole creative suite I got one serial and I did place it but it keep asking for it..
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Emmanuel Manenza

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It's alway need me put serial number
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Marlene Lebel

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Well darn, followed these steps and PS CC still just crashes, the new/clean installation just finished.  :(
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Marlene Lebel

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Is CC2017.1.1 the default/latest version?
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Emmanuel Manenza

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Ohright, so what about my project are they still gonna link with a new installation of it,cause I haven't finished some of them hey.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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@Marlene -

What are you doing when Photoshop crashes?

what does the crash log say in it? Have you submitted a crash log with your email address? https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html

I would also suggest trying the steps in this document:
https://helpx.adobe.com/photoshop/kb/basic-troubleshooting.html
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Marlene Lebel

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I'm just trying to open PS CC. The system indicates it automatically sends it, but I will send it through the link you provided.
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Marlene Lebel

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It just automatically goes. Now I'll try the basic troubleshooting steps.
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Marlene Lebel

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Starting PS CC in safe mode yield the same results: crashed & I sent the results off again.  :-(
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I've asked an agent to reach out to you directly.
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David, Official Rep

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Hiya Marlene,

First, have you tried to trash your preferences?  You can do this by holding down ALT+CTRL+SHIFT at launch and then confirming you want to delete your preferences when the dialog appears.  Do you still have the problem?

Second, have you added any fonts recently?  We have heard a couple reports of the font cache becoming corrupted after adding fonts and updating.  How many fonts do you have on your system?  Are you using any font management software?

If you could provide this info, we can go from there.

Thanks,
David