Photoshop: Multiple video cards crashing CS6 (AMD and Intel HD4000)

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  • Updated 3 years ago
  • (Edited)
Just did a Chat with Adobe. Have a Radeon HD 7800 and an Intel HD 4000 built-in on-board. If the built-in card is enabled, Photoshop crashes randomly.

Here is my chat session:

Chat InformationAll representatives are actively assisting other customers. Your estimated wait time is 8 minute(s) and 30 second(s) or longer. Thank you for your patience.

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Chat InformationAll representatives are actively assisting other customers. Your estimated wait time is 12 minute(s) and 45 second(s) or longer. Thank you for your patience.

Chat InformationAll representatives are actively assisting other customers. Your estimated wait time is 12 minute(s) and 45 second(s) or longer. Thank you for your patience.

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Chat InformationAll representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 30 second(s) or longer. Thank you for your patience.

Chat InformationYou are now chatting with 'Ganesh'

Ganesh: Hello. Welcome to Adobe Technical Support.

Ganesh: I have received your query. Please allow me a moment to verify your account and to review the details of your request.

Keith: sure

Keith: no problem

Ganesh: Hello Keith.

Keith: Helloo

Ganesh: I understand that Phooshop CS6 crashes on your computer, am I correct?

Keith: Yes. I have a new RADEON HD 7800 series

Keith: I have instlaled the latest drivers

Keith: it has been doing this for quite some time

Ganesh: I will be glad to check and help you with this issue.

Keith: I just installed the latest beta drivers and same issue

Keith: FYI, there are 2 video cards in this system

Keith: when Photoshop starts, it says

Keith: Photoshop has detected graphics hardware not officially supported for 3d

Keith: under preferences, it says error detecting graphics hardware

Keith: It will work for a while then crash

Keith: And I lose my work

Ganesh: Are you using full version or cloud version for Photoshop?

Keith: Its the downloaded copy

Keith: installed on the PC

Keith: not in the browser

Ganesh: Okay.

Keith: Version 13.1.2

Keith: I have tried both 32 and 64 bit version

Keith: Win 7 Pro 64bit OS

Ganesh: Are you facing this issue since the program has been installed?

Keith: yes

Keith: None of the other Suite apps do this

Keith: I use Flash and illustrator with no issue

Ganesh: Keith, I checked the details for your issue.

Ganesh: This error message also occurs if there are multiple video cards on your computer.

Keith: yes, my laptop does not have this issue

Ganesh: Multiple video adapters can cause problems with GPU-accelerated or enabled features in Photoshop.

Ganesh: I would suggest you to please remove one Video card and check if Photoshop works fine.

Keith: one is on the MB

Keith: I can disable it but I lose a monitor

Keith: is there a way to tell Photoshop which card to use

Keith: I don't need it using the other card

Keith: or disable 3d so it doesn't crash

Ganesh: It's best to connect two (or more) monitors into one video adapter. If you have to use more than one video adapter, make sure that they are the same make and model.

Ganesh: Otherwise, crashes and other problems can occur in Photoshop.

Keith: the MB Video adapter is just used for email on the side

Keith: the 2 main monitors are on the ATI card

Keith: You guys have to have a solution for this. TO say just use one video adapter or disable 3d or something

Ganesh: I can certainly understand your concern, however, Photoshop may face issues when you use multiple video cards.

Keith: so no fix

Ganesh: You need to remove the one video card.

Keith: that cripples me at my job

Ganesh: Please try to assign your RADEON HD 7800 for email and check.

Keith: I can try that easy

Keith: for test

Ganesh: Sure.

Keith: Yeah, now it detects it and seems to be working

Ganesh: Great !

Keith: ok, so that is pretty useless

Keith: I have to turn off a monitor to use Photoshop

Keith: its a workaround, but this is a serious bug

Keith: I should be able to pick which adapter for Photoshop to use

Ganesh: If you have to use more than one video adapter, make sure that they are the same make and model.

Keith: Yeah, that is silly, but noted

Ganesh: Is there anything else I can help you with?

Keith: No, report this as a bug please

Keith: we should be able to pick which card to use

Ganesh: You can report this issue http://feedback.photoshop.com/
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Keith Willis

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Posted 5 years ago

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Chris Cox

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Your drivers have a serious problem (most likely the Intel drivers are crashing).

Also, something in the drivers is making Photoshop see the Intel GPU, not the AMD GPU.

Photoshop doesn't get to choose - the OS/OpenGL runtime chooses the GPU.

And the support guy really didn't have all the facts straight.

Multiple cards can cause problems when the drivers are not working correctly for those cards, or the OS is switching between those cards (especially automatic switching).
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Chris Cox

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Photoshop does not generally have a problem with AMD, NVidia, or Intel GPUs.
But Photoshop cannot update your video card driver to pick up all the latest bug fixes made to that driver. Nor can Photoshop debug problems with your video card driver that may be introduced by using multiple GPUs, parts of old drivers, or other issues specific to your system.

You have the problem with AMD drivers on your system. Either you need to update the drivers to pick up bug fixes, or you need to work with AMD to figure out why drivers that work for most other users are failing on your system.
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Thomas Munday

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I just updated to the latest drivers on my cards and Photoshop didn't recognize either card. I disabled one card, started up photoshop, and it recognized my card. I enabled the other card and restarted photoshop. I then got a message saying something had gone wrong and it couldn't identify a graphics card. I flipped through my NVIDIA Control Panel and my AMD Catalyst Control Center to try to see if there was any way to stop either of them from affecting Photoshop, but to no avail. It seems like Photoshop can't pick one over the other, so it doesn't chose either of them. Definitely cripples me at my job, as Keith put it.
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Chris Cox

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The OS / system support code chooses - and Photoshop doesn't have a lot of control over it. And you seem to be experiencing the problem of mixed driver brands (which pretty much none of the GPU makers will support, of course).
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First Last

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I'm also a Computer Scientist and I think I'm overqualified to point out that no other application I run has this problem so it's not right to put it all on the OS. Adobe got something wrong.

Right click photoshop.exe, go to properties, disable desktop composition and viola.

Works for me with AMD + NVidia graphics.
(Edited)
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Chris Cox

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That disables an OS function which can use the GPU.  So you're avoiding bugs in the OS or driver code.