Elements 13: Crashes on startup.

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  • Updated 4 years ago
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  • (Edited)
I bought elements 13 a few months ago. Today a popup said an online update was available. When I clicked "install now" it crashed. I repeated this several times. Then I reinstalled elements from my DVD. Now it crashes when I start it. I'm running Windows 7 and it is up to date.
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Alexander McKenzie

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Posted 4 years ago

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Chris Cox

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What does the detailed crash report say (from the event viewer or reliability report)?
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Alexander McKenzie

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Problem signature:
Problem Event Name: APPCRASH
Application Name: Photoshop Elements 13.0.exe
Application Version: 13.0.0.0
Application Timestamp: 54023988
Fault Module Name: KERNELBASE.dll
Fault Module Version: 6.1.7601.18409
Fault Module Timestamp: 5315a05a
Exception Code: c06d007e
Exception Offset: 000000000000940d
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: ab9a
Additional Information 2: ab9a65fbfbd08ea74c18f2db181597c2
Additional Information 3: 1f32
Additional Information 4: 1f32c7717b3744522ed0409f7483bde2
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Chris Cox

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Crashes in Kernelbase are usually due to driver or third party plugins.
Also, you haven not installed the Elements 13.1 update.

Go install the update, and see if that helps.
Then try disabling any third party plugins you have installed with Elements.

Also, make sure you have updated your video card driver from the GPU maker's website.
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Alexander McKenzie

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I can not install the Elements 13.1 update, because Elements crashes as soon as I start it up. Crashing when I clicked the "Install" button for the installation of the 13.1 update was how this problem started! Is there a way to install the update without running Elements?

I have not installed any third party plugins since purchasing Elements !!

I have not changed my video card since purchasing elements, so i doubt that this could make Elements suddenly stop working. However I will attempt to find out what type of video card I have and whether there have been updates.

How can I install the Elements 13.1 update without running Elements???
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Alexander McKenzie

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As (more or less) on-site tech support, here's the recommendation I made that caused a reinstall of Elements to fix the problem. If future users have a similar problem, hopefully this will help.

Ok, at this point the first thing I would do is completely remove Elements, including all the configuration garbage it probably leaves behind, and then reinstall. Here's how:

1) Uninstall Elements from the control panel again, then reboot.
2) Open the Start menu, and click on "Computer"
3) Double click on "Local Disk (C:)", then "Users", then your username.
4) At this point, you may see a folder called "App Data". If you do, double click it and go to step 6. If not, follow step 5.
5) Click in the window where it says "Organize" with a down arrow. Select "Folder and Layout Options", and go to the "View" tab. Under "Advanced Settings", select "Show hidden files, folders and drives". Then click "Apply" and "OK". Once that closes, double click the "App Data" folder.
6) In App Data, there should be three folders: Local, LocalLow, and Roaming. In Local and Roaming, look for folders called "Adobe", "Photoshop", or "Photoshop Elements", or something like that. You'll want to rename those by adding ".bak" to the end.
7) Reboot.
8) Install Elements from the CD again. Before launching it, reboot again.

At this point any setup changes you made or plugins you added should be gone: they're in those renamed folders, and Elements won't know how to find them. We can probably re-add them once the update is successfully installed, which is why I had you rename them rather than deleting them. Start Elements: it will recreate those files you renamed, and hopefully run. If it does, try running the update before you do anything else.

Andy McKenzie