Photoshop 19.1.4: Crashes more frequently

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  • Updated 4 months ago
This version crashes more than I have ever experienced before!!!!!!!!! It just SUDDENLY crash the entire program. Without any information except asking me to send a bug report.

Note: This conversation was created from a reply on: Photoshop CC 19.1.4 is now available..
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joachim barrum

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Posted 4 months ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Did you submit a crash log? I'm not seeing any from you.
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joachim barrum

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Hey, yeah I did. Photoshop crashed 3 times today, one of the times I did send the error. I didnt include any log, I don't know if the crash popup does that automatically?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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It should submit the log if you click send. See: https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Weird. Did you include your email address (only way to associate it to you specifically). https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html
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joachim barrum

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Yeah believe i left a comment of frustration :) and my email. If you cant find it I can report another one tomorrow if it crashes. 
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Pete Green, Customer Advocate

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Were you up to any particular action when it crashed Joachim? Any way to reproduce it reliably for you?

Regards,
Pete
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Ok. It does take a bit of time to flow in. I will check in the AM. Hopefully we can sort it out.
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joachim barrum

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Ok now I've been working in photoshop and the same random crash happened out of the blue. While painitng. I have sent in the crash with my email and the comment "Photoshop randomly crashes"
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I see the crash report you submitted. I've asked engineering to look at it. Looks like only a handful of crashes like this one have been submitted.
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joachim barrum

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Yeah, would be very nice knowing what causes it. I assume more crash reports happen than what gets sent in. Personally I never sent a single crash report until this, because I didn't know they were read by anyone, just archived in some basement :D. I'm glad they are taken serious though.  
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joachim barrum

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Sent another one
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Steven Wood

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We are getting crashes on Surface Pro 2 with Windows 10 Build 1803. This is happening on 3 different machines following Windows Update. Steps to reproduce:

(1) Open Photoshop
(2) Create new document, any size
(3) Try to draw a rectangle

- result, Photoshop crashes and shuts immediately.

Happening on build 19.1.3 and 19.1.4.

Crash report submitted last week to Adobe.

Please advise.

Thanks
Steve
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I'm not seeing the crash log from you (at least by searching using your email address). What does the event viewer say the faulting module is?
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Steven Wood

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Hi Jeffrey, thanks for the quick reply. I've added a couple more email addresses to my profile as I think those are the accounts that were logged in at the time of the crashes. Please check those, if nothing comes up I'll post the event viewer log later today.

Kind regards
Steve
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Steven Wood

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Hi Jeffrey, here are the entries from the Application Log in Event Viewer.

Machine details:
---------------------

Computer: Surface Pro 2
Processor: Intel Core i5-4200U CPU @ 1.60Ghz 
RAM: 4.00 GB
OS: Windows 10 Pro
System type: 64-bit operating system, x64-based processor
Version: 1803
OS Build: 17134.48


Event Viewer Logs:
--------------------------

Faulting application name: Photoshop.exe, version: 19.1.4.56638, time stamp: 0x5af00396

Faulting module name: Photoshop.exe, version: 19.1.4.56638, time stamp: 0x5af00396

Exception code: 0xc0000005

Fault offset: 0x0000000008b2f9ac

Faulting process ID: 0x238c

Faulting application start time: 0x01d3f35a3847914a

Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2018\Photoshop.exe

Faulting module path: C:\Program Files\Adobe\Adobe Photoshop CC 2018\Photoshop.exe

Report ID: 29283e95-8d1f-4452-bbdc-b31fff382571

Faulting package full name:

Faulting package-relative application ID:


and:


Fault bucket 1312733147595255236, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: Photoshop.exe
P2: 19.1.4.56638
P3: 5af00396
P4: Photoshop.exe
P5: 19.1.4.56638
P6: 5af00396
P7: c0000005
P8: 0000000008b2f9ac
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERCD68.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD113.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD171.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD16F.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD180.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Photoshop.exe_dcef407e7514992dd35f3c6941a219cba94987_afb0a7db_56a8d96e

Analysis symbol:
Rechecking for solution: 0
Report Id: 29283e95-8d1f-4452-bbdc-b31fff382571
Report Status: 268435456
Hashed bucket: eccd3584aed4294f9237c3d7b34badc4
Cab Guid: 0

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Steven Wood

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Hi, is there any update on this issue please? Thanks!