Photoshop CC 2015: Missing fonts cause freeze when loading a PSD

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  • Updated 2 years ago
  • (Edited)
Howdy,
i was trying to open a PSD file I created in 2008. This PSD file uses fonts that I currently do not have installed. When I try to open it, the file loads, displays in my work area, and then freezes completely. My Navigator pane is completely transparent and there are no layers shown in my layers pane. The files are not large, and the system isn't getting bogged down. It seems like the app isn't actually crashed, it's just waiting for input from the "Missing Font" dialog box, but that dialog does not appear.
I would try to install the fonts, but since the dialog never appears, I have no idea which font(s) in my collection it is.

I am using Photoshop CC 2015 64 bit. I'd post the rev number, but they decided to remove the close button from the "About Photoshop" dialog and just make it close on click, so I can't copy it.

Is this a known issue? How can I fix it? Also, is this "Community Powered" support all the support there is?
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Keith Greene

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Posted 3 years ago

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Keith Greene

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Anyone?
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David, Official Rep

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Howdy Keith,

First, there are a number of employees on here to help customers out.  There are also our Adobe Forums.  Personally, I check this site every day I'm in the office and the Forums a couple times a week.  It's a good place to ask questions and find answers.

Next, to get your version number, click Help > System Info and copy/paste the first line.  The latest version is 2015.1.1

What you are describing is NOT a know or previously-reported bug.  It sounds like you may be querying the server for font suggestions and getting lost there.  So, my first question is -- do you have the Creative Cloud app running?  Can you use it to search for and download fonts?  Assuming "yes" to both of those, do you have problems with other files or just this one?  Sometimes, individual files do become corrupt just "cuz" (the larger the file the more likely a rogue electron on your hard drive can cause problems).

I've got more ideas, but let's start with these.  Don't worry; we'll hook you back up.  8-)

Thanks,
David
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Alexander Kesler

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Hey All,

The same problem here.
Photoshop totally freezing when any font is missing in the opening file. After Typekit window gone I can only kill the process to restart.

Adobe Photoshop Version: 2015.1.1 20151209.r.327 2015/12/09:23:59:59 CL 1055659 x64
Operating System: Windows 10 64-bit
Version: 10 or greater
System architecture: Intel CPU Family:6, Model:14, Stepping:3 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1, SSE4.2, AVX, AVX2, HyperThreading
Physical processor count: 4
Logical processor count: 8
Processor speed: 3408 MHz
Built-in memory: 32687 MB
Free memory: 24028 MB
Memory available to Photoshop: 29489 MB
Memory used by Photoshop: 70 %

Please, help me to figure out.

Thanks!
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David, Official Rep

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Hi Alexander,

Did this work for you in previous versions?  Do you have this problem with all fonts?  All documents?  I'm going to do some research on this myself, but these answers can help narrow things down for me.

Thanks,
David
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Keith Greene

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I ended up having to reinstall the suite completely. I tried uninstalling/reinstalling just Photoshop and that didn't solve the problem for me.

To answer some of the other questions in this thread:

David, I'm not sure what you mean by "querying the server for a font suggestion" but I don't think that is the case. I'm not trying to replace fonts in PSDs, just trying to open PSDs that contain not-currently-installed fonts.

It worked in previous versions, and worked fine in CC 2015 right up until that point.
As for which fonts and which documents, the problem only occurred when opening a PSD that contained fonts that were not currently installed. Normally, it prompts you that the font isn't installed and gives you the option to resolve the font. That prompt was not showing up at all, and since the program is waiting for you to answer that prompt, it was basically frozen.
If the font was installed, there was no problem. I did not try to open other document types.
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Chris Cox

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The TypeKit font replacement dialog has to contact the TypeKit server to get lists of suggestions for replacements. If the network is really, really bad - that could hang for a long time.

If this happens with particular documents, it would really help us to get a copy of one of those documents so we can debug it.
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Keith Greene

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Sorry, I forgot to mention that I do not use Typekit and keep it disabled. I manage my own fonts.

As for getting one of the documents, I suppose I can post one, but as far as I can tell, the only thing in common between the files I was having trouble with is that they all make use of a missing font. They weren't even created with the same version of Photoshop.
Here's a link to one of the PSDs I was having trouble with before the reinstall: http://kgreene.com/misc/champions_lik...
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Allen Roberts

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Just to jump in on this, I too have seen this problem. I basically have to use an earlier version if the file contains missing fonts. I think the problem is not that Photoshop freezes, but instead it has a dialog box open that under the current documents so you can't access it. Reading posts, it seems like 2014 had this problem for awhile as well.

Allen
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Allen Roberts

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This is what I get when I terminate Photoshop.

Description:
A problem caused this program to stop interacting with Windows.

Problem signature:
Problem Event Name: AppHangB1
Application Name: Photoshop.exe
Application Version: 16.0.0.88
Application Timestamp: 55681d39
Hang Signature: c74b
Hang Type: 2049
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Hang Signature 1: c74b9ddff3abe303e34ec4c61dc175ec
Additional Hang Signature 2: 9372
Additional Hang Signature 3: 93724f60e6e7b7abf1b71f85b3911e2f
Additional Hang Signature 4: 38c7
Additional Hang Signature 5: 38c7cba8333dae59d90e0a36610af8df
Additional Hang Signature 6: 7e54
Additional Hang Signature 7: 7e546758134eacb11749c357defa2b31
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Chris Cox

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That means you haven't installed any of the Photoshop updates.
You should be on version 16.1.2.
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Keith Greene

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Allen, are you getting that all the time or are you getting that only when loading my image?
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Brett N, Official Rep

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Keith, Typekit is something that comes as part of your subscription. You have some level of access to fonts, depending on what type of subscription you have. When fonts are missing in documents you open in Photoshop now, the application automatically checks Typekit to see if that font is available for you do download and install instantly to rectify the issue. If there are network issue, this check may not be working correctly and thus leading to the behavior you see. So we want you to check your access. Open the Creative Cloud desktop app (from which you installed Photoshop, etc). Select the Assets tab at the top. Then choose Fonts from the sub-headers. Click the Add Fonts from Typeket button. This will open the Typeket website. Choose a font and try to add it to your system (remember, this is available to you at no extra cost). If you are able to complete this process, verify that you can see the font listed in the Creative Cloud desktop app > Assets > Fonts and then check to see if you can use it on a new document in Photoshop. Let us know how things go. 
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Keith Greene

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Hi Brett,
As I mentioned earlier, I keep typekit disabled. Does photoshop still check typekit for the font if you have it disabled? If so, why?
Either way, the problem went away when I reinstalled the suite.