Photoshop CC 2014: Crash as soon as it opens (outdated video card drivers)

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  • Problem
  • Updated 3 years ago
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  • (Edited)
Adobe photoshop CC 2014 has stopped working, A problem caused the program to top working correctly. Windows will close the program and notify you if a solution is available. No solution though. what do I need to do?
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Alex De La T

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Posted 4 years ago

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Chris Cox

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Check the Windows system event viewer to see the details of the crash.
We especially need the name of the faulting module (which is usually a video card driver).
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Pamela S Bosch

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I'm having the same issue but I don't know how to find the system event viewer in windows.
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Pamela S Bosch

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I found the Windows Event Viewer and here is what mine recorded:
Log Name: Application
Source: Application Error
Date: 6/28/2014 7:26:42 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Studio-PC
Description:
Faulting application name: Photoshop.exe, version: 15.0.0.58, time stamp: 0x536b438e
Faulting module name: aticaldd64.dll, version: 6.14.10.1607, time stamp: 0x4ea7647e
Exception code: 0xc0000005
Fault offset: 0x00000000003184b0
Faulting process id: 0x3218
Faulting application start time: 0x01cf9341895d9f6b
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe
Faulting module path: C:\Windows\system32\aticaldd64.dll
Report Id: ce1d8c5a-ff34-11e3-9377-68942335f0dc
Event Xml:

1000
2
100
0x80000000000000

46303
Application
Studio-PC

Photoshop.exe
15.0.0.58
536b438e
aticaldd64.dll
6.14.10.1607
4ea7647e
c0000005
00000000003184b0
3218
01cf9341895d9f6b
C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe
C:\Windows\system32\aticaldd64.dll
ce1d8c5a-ff34-11e3-9377-68942335f0dc

Hope you can help.
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Chris Cox

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And as you can see there, your ATI video card driver is crashing. Update the driver from AMD/ATI's website.
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Pamela S Bosch

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Thank you!
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Alex De La T

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Thank you all for the input but no luck here at all. Yes I also did uninstall, reinstalled and updated the drivers but still nothing. Oh and I got a little help from Adobe too, Something similar did happened when earlier Photoshop was available and did not get it fix until a few weeks later. Again Thank you all
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Pamela S Bosch

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This fix failed for me as well. I was able to get the right driver for my ATI video card installed but Photoshop continues to behave the same way with the same error message. I certainly hope that there is some resolution in the near future.

Thanks to you too Alex.
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Chris Cox

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Contact ATI/AMD - they may need more information to debug the problem.
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kerrykayosborne

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I am having precisely the same issue. I too updated my driver. I paid for this program; it needs to run. It has been weeks since I purchased it, and I have not been able to use it.
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Chris Cox

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If you are seeing the same sort of crash, then something is still wrong with your video card driver causing it to crash - in which case you may need to work with the GPU vendor to determine what is wrong with your driver software.
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kerrykayosborne

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I worked with Dell to update my video driver. The tech acknowledged that the updates available on their website were not the most current drivers. He installed the new driver, and my Photoshop CC 2014 is working now.
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Chris Cox

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Good to hear! (and yes, I wish the system builders would update drivers as quickly as the GPU vendors)
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daniel ukibayev

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Problem I am having:

Faulting application name: Photoshop.exe, version: 15.1.0.148, time stamp: 0x53d97a8f
Faulting module name: igdfcl64.dll, version: 8.1.0.3062, time stamp: 0x513a9ac7
Exception code: 0xc0000005
Fault offset: 0x0000000000809143
Faulting process id: 0x1d9c
Faulting application start time: 0x01cfb45b6b4d8a02
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe
Faulting module path: C:\WINDOWS\SYSTEM32\igdfcl64.dll
Report Id: b065b377-204e-11e4-be86-7c05078e3769
Faulting package full name:
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Chris Cox

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And as you can read there, the Intel graphics driver crashed.
Update the driver from Intel's website.
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Marcel DaVis

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I have an other Problem (German Pc ) :

Name der fehlerhaften Anwendung: Photoshop.exe, Version: 15.1.0.148, Zeitstempel: 0x53d97a8f
Name des fehlerhaften Moduls: nvcompiler.dll, Version: 8.17.13.697, Zeitstempel: 0x506b42b9
Ausnahmecode: 0xc0000005
Fehleroffset: 0x00000000004b2084
ID des fehlerhaften Prozesses: 0x17ec
Startzeit der fehlerhaften Anwendung: 0x01cfb98baa5d0e55
Pfad der fehlerhaften Anwendung: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe
Pfad des fehlerhaften Moduls: C:\Windows\SYSTEM32\nvcompiler.dll
Berichtskennung: edf45632-257e-11e4-be7b-08606e8a0773
Vollständiger Name des fehlerhaften Pakets:
Anwendungs-ID, die relativ zum fehlerhaften Paket ist:

Hope you can help :)
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Anshu Jaiswal

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hey hi..

I ran malwarebytes on the computer

uninstalled graphic drivers

rebooted

pressed ctrl + alt + shift and clicked on the photoshop icon and released the keys after photoshop was completely open with no popups remaining.

guess what ? I WORKED FOR ME :)
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Marcel DaVis

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Okey i updated my Intel Driver. Still the same Problem.
I hope that someone can help :)
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Chris Cox

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If it is still crashing in the NVidia driver, then you will need to contact NVidia to see if they can help determine why their driver is crashing on your system.
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Marcel DaVis

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Its not the NVIDIA Driver. Its the Intel Driver:

Name der fehlerhaften Anwendung: Photoshop.exe, Version: 15.1.0.148, Zeitstempel: 0x53d97a8f
Name des fehlerhaften Moduls: igdfcl64.dll, Version: 8.1.0.3114, Zeitstempel: 0x516f3917
Ausnahmecode: 0xc0000005
Fehleroffset: 0x0000000000809143
ID des fehlerhaften Prozesses: 0x9e0
Startzeit der fehlerhaften Anwendung: 0x01cfbc6fc0410d04
Pfad der fehlerhaften Anwendung: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe
Pfad des fehlerhaften Moduls: C:\Windows\SYSTEM32\igdfcl64.dll
Berichtskennung: 03acf993-2863-11e4-be81-08606e8a0773
Vollständiger Name des fehlerhaften Pakets:
Anwendungs-ID, die relativ zum fehlerhaften Paket ist:
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Chris Cox

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OK, then you need to update the Intel driver, or contact Intel to see why it is still crashing after installing their latest driver.
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Rick Shepard

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Help! Just updated to new Adobe Photoshop CC 2014 and I'm getting the same error as everyone else. I checked with nvidia and it seems my drivers are up to date. Here's my event log:

Faulting application name: Photoshop.exe, version: 15.2.0.236, time stamp: 0x542531ba
Faulting module name: nvcompiler.dll, version: 8.17.13.668, time stamp: 0x50579616
Exception code: 0xc0000005
Fault offset: 0x00000000004b59dc
Faulting process id: 0x1aa8
Faulting application start time: 0x01cfeafff77da32f
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe
Faulting module path: C:\Windows\system32\nvcompiler.dll
Report Id: 3a3ab3b4-56f3-11e4-bbc0-6c3be52bfb61
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Chris Cox

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And that says that your NVidia driver is crashing.
Check with NVidia - there might be bits of an old driver still installed, or they may have a new driver bug to fix.
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Rick Shepard

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Thanks Chris, I was able to to chat with a tech from Nvidia and he walked me through a clean re-install of my drivers. Works great now. Phew. Your reply was speedy and helpful. I was in a panic.
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Steven Potashner

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10/27-2014
My Photoshop CC 2014 just started crashing on opening.
Here is the Windows Event Viewer Report.
Does not look like a video driver problem.
Please help!!!

Faulting application name: Photoshop.exe, version: 15.2.1.257, time stamp: 0x543dbc5e
Faulting module name: KERNELBASE.dll, version: 6.1.7601.18409, time stamp: 0x5315a05a
Exception code: 0xc06d007e
Fault offset: 0x000000000000940d
Faulting process id: 0x1d68
Faulting application start time: 0x01cff217c3a5ba26
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe
Faulting module path: C:\Windows\system32\KERNELBASE.dll
Report Id: 05510ac8-5e0b-11e4-928b-ac220b2a5179

DETAILS:
Photoshop.exe
15.2.1.257
543dbc5e
KERNELBASE.dll
6.1.7601.18409
5315a05a
c06d007e
000000000000940d
1d68
01cff217c3a5ba26
C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe
C:\Windows\system32\KERNELBASE.dll
05510ac8-5e0b-11e4-928b-ac220b2a5179
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Sounds like a corrupted user account. Try creating a new Admin user account and run Photoshop from the new user account to see if the problem goes away: http://blogs.adobe.com/crawlspace/201...
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Steven Potashner

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Actually, I got PS to run by disabling advanced video features in preferences. That suggested to me that the video driver might be the original problem, so I updated the driver and turned on the advanced video features and re-ran PS. It worked fine. Problem over.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Ahh. Glad to hear that worked!
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Donavon Skinner

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For many users, updating the video card drivers does not work. The only real solution seems to be going into the directory where the photoshop "exe" file is located and renaming the file "sniffer.exe" to "_sniffer.exe". This bypasses the graphics card test completely. Photoshop should run fine after this. No more fighting with drivers. Problem solved. If any Adobe employees are still watching this thread, I just wanted to point something out: A lot of the "official" responses have been wording to the effect of "Not our problem. Contact your graphics card vendor." See, here's the thing: I have a lot of software on my computer that runs just fine and I've never once had to contact my graphics card vendor for any of them. Nope, not even once. Could you please stop making excuses for sloppy coding and just fix this issue? Please? It's been a known issue for nine months. DO SOMETHING!!!
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Chris Cox

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No, that is not a solution, that just ignores all the bugs in the video card drivers.
The problem is that you are running with older video card drivers that contain bugs, and have not installed updated drivers that fix the bugs.

If you used other software which used the GPU heavily, you would also need to update your video card drivers to pick up bug fixes (games will sometimes even check the driver versions before running).

The problem is bugs in video card drivers. The solution is to update the drivers to pick up the bug fixes made in the video card drivers.
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Donavon Skinner

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Well, the situation I'm talking about is where the drivers have been updated to most current version and photoshop still will not run. I realize sniffer.exe is there for a reason, and there may be risks involved in my "solution". Anyway, I appreciate your response and apologize if I came off a bit cranky.
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Jason Casarez

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Thank you Donavon. I thought this was going to be a problem that would take me ages to fix but thanks to this (and bypassing the usual dev response) I can now work in PS.

A note to those interested: I'm also a gamer, and those in the gaming realm know how fickle drivers can be. In my case, I've updated all my drivers and found a few games I play to crash consistently. I went back to a trusty driver (314.22) and found the games to work again but PS just wanted to crap all over the place every time I opened it.

So, now I don't have to update my drivers to buggier crap and still get to use PS. Win win!
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Pedro Marques

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Despite this issue is closed, I want to add that problem regarding graphics card unknown update has reduced our productivity to 70% during 3 months.
In my company, this means thousands of dollars, time, and lack of responsibility from graphics card manufacturers but also from Adobe.

If Adobe just can't protect its costumers and if wants to protect its own image, it should have had in time warn to costumers.

The motivation of my team was reduced a lot due to this.
I don't see why we shouldn't be compensated regarding what we pay on CC licences.
Adobe has the strength I clients don't have to deal with video card manufacturers.
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Chris Cox

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We take responsibility for our code, but we cannot update the drivers on your system to pick up all the bug fixes made by the GPU makers. Only you can update the drivers on your system.

It's like asking that the roads department and car maker be held responsible because you failed to put gas in your car when the fuel gauge said "empty".
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Pedro Marques

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In the last year, all PCs were having systematic updates from 3 origins:
1. windows7 microsoft recent updates;
2. video card updates;
3. adobe CC2014 updates.

What were the causes of the PC misbehavior, it is undefined. But it is a fact that exist and that is costing lots of money.

My point is to make sure Adobe know what is happening.

If something had said that "the fuel is empty", it might have been easier.
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Chris Cox

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If the latest video card drivers from the GPU maker are still crashing, then you need to contact the GPU maker and work with them to determine why they are crashing on your system (sometimes the updaters fail in odd ways, and sometimes there is still a bug for some GPU models or system configurations).
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Pedro Marques

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Thanks Chris
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Steven Potashner

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I have read these new replies to this issue and I sympathize. I can offer no practical solutions, except one superstition that I have developed. I am suspicious of video driver software updates. Sometimes they solve all my problems. Other times they crash my software or my machine. So, I like to keep a folder containing all the install packages for each version of my video drivers, because sometimes older ones work better than newer ones, etc. I also keep a text file containing a description of any problems associated with each version of the driver. It's a PITA (pain in the a__) but it helps me to solve these problems and get back to graphics.
Steve Potashner
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humberto glaffo

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Hi Guys!

can anybody give a hand here? I'm trying to figure what is wrong with my computer. I'm facing the same issue and I need to solve it badly
this is what my event viewer reports

Faulting application name: Photoshop.exe, version: 15.2.2.310, time stamp: 0x5480338c
Faulting module name: ntdll.dll, version: 6.3.9600.17736, time stamp: 0x550f4336
Exception code: 0xc0000005
Fault offset: 0x000000000005473b
Faulting process id: 0x1908
Faulting application start time: 0x01d07eaaab3b2faa
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: e992333f-ea9d-11e4-80dd-089e01d1dbce
Faulting package full name:
Faulting package-relative application ID:
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Chris Cox

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Most crashes in ntdll.dll are due to bugs in third party plugins or drivers.
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Steven Potashner

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If you can get into PS, try disabling the advanced video features in the PREFERENCES window. If PS then starts and runs OK, then you may have an issue with the computer's video driver and you may need to update it.
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Crista Munro

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I did the traditional driver update through Windows and that didn't work. I went to the Dell website and downloaded the driver update there and that didn't work. Finally, I went to the AMD website and downloaded a brand new driver and that took care of the issue. Working great now!