Photoshop CC 2018: It won't even open - just freezes

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  • Updated 4 months ago
  • (Edited)
Since updating to the new photoshop cc 2018 I can't even open it - I get the splash screen then it freezes - so I can't even click on preferences.  Lightroom Classic is being incredibly slow too but photoshop wont work at all.  I have windows 10.
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Lilian Lingwood

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Posted 1 year ago

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Malcolm Hay

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Hi I have the same problem. I thought it was due to me having windows magnifier on. When I turn the magnifier off cc2018 opens ok. I do not have this problem with cc2017. If you are having problems also opening it maybe there is a glitch in the program. I have tried to contact adobe re this but can't find a way to do that.
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Roberta Murray

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I am on an iMac os High Sierra with Photoshop CC2018 and it does the same thing to me. I don't use Lightroom though. Photoshop is so slow when (and if) I can actually manage to get it open. Which right now I can't even get it to run at all. And WHY are we paying so dearly for this program? Wish I'd never upgraded from CS5!!
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Roberta Murray

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I phoned Adobe. They did a screen share and deleted Creative Cloud and all the files associated with it. Then they reinstalled Creative Cloud and launched Photoshop from there. So far so good. I am able to open normally (ie: not opening Creative Cloud first) from the desktop and no issues. 
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Gerry Blanchard

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I can't find a number to call for help!
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Cristen Gillespie

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< Which right now I can't even get it to run at all. <

Lots of people, especially if their computer is one of the older ones, seem to find High Sierra difficult. Adobe might have a solution for you if you share some more of your system specs. Also, when you installed 2018, did you remove all your preferences and start with a completely fresh set? Even keeping preferences from 2017 to 2018 can cause problems with some people, let alone trying to migrate with older prefs. Or have you tried uninstalling and reinstalling just in case something old got left over that's interfering with 2018?  Most of us are able to run 2018 just fine, but sometimes something does get corrupted on someone's computer. My desktop is very old (so I'm not even trying to run High Sierra until I get a new one), and it's running 2018 just fine—no slow down at all from 2017.

That said, if you have no comparison between CS5 and 2018, and your computer is also old, like mine, it is likely to feel slow compared to CS5.  The newer apps with resource hungry  features would much prefer newer processors.  If your computer is fairly recent, there's another problem that's causing yours to slow down, and maybe, once Adobe figures out how to get 2018 running on your computer, they can also help with optimizing it so it isn't quite so slow. Turning off the Start Screen, for instance, might make it launch faster, although they improved that feature's performance quite a bit in 2018.
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Malcolm Hay

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I am having the same problem with PS2018 freezing. I still have PS2017 on my system, should I uninstall that?/
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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What OS are you on? Try restoring the preferences on launch using the keyboard shortcut: https://helpx.adobe.com/photoshop/using/preferences.html#restore_preferences
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Cristen Gillespie

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> I still have PS2017 on my system, should I uninstall that?/>

No. Uninstalling won't help. They don't conflict, and can even be open at the same time. I keep both versions running often. But if you not only kept 2017 installed (generally a good thing to do), but also you kept the preferences from 2017 (very often not a good thing to do), you should delete the preferences for 2018 and start fresh. This may be all you need to stop it freezing all the time. If not, then come back with more information about the system you're running and Adobe may be able to pinpoint the problem.

And you still have 2017 installed in case the problem isn't found right away, so you don't have to stop using PS altogether.
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zainab alnaabi

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Is anyone find solution for that problem ? plz help me !
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Gerry Blanchard

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PS cc 2018 is an absolute mess.  It takes nearly 3 minutes to open!  I get a notice saying PS is not responding, but if I wait long enough it finally opens.  It also crashes unexpectedly losing anything I haven't saved...so I have to save every move I make.  They need to acknowledge the problems with this flawed update and fix them!
(Edited)
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Gerry Blanchard

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There is nothing at the bottom, but in the middle is says "Adding Extension...Halide Bottlenecks
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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It sounds like you may have a corrupt color profile. Are you using any custom profiles?
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Gerry Blanchard

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Hmmm.  Not that I know of.  How can I check?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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are you on Mac or Windows? Do a google search for "troubleshoot corrupt color profiles" for instructions.
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Gerry Blanchard

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Mac
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Cristen Gillespie

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> PS cc 2018 is an absolute mess.  It takes nearly 3 minutes to open!  I get a notice saying PS is not responding, but if I wait long enough it finally opens.  It>

This is really unfortunate, but I think it may be something with your setup or something you're using in PS that isn't all that commonly used, as I run PS 2018 all day on 2 older machines, and still have no crashes. Occasional slow downs, but I'm pushing it. Most people I know are also daily users without reporting frequent crashes.

I trust you do have your preferences set for Automatic Recovery? It's not fun losing even the minimum 5 minutes, so while I don't save every move I make, I do manually save if I've done anything that would be a real pain to reconstruct.

It does take a bit longer than I like to open on my slowest machine, but then again, on that machine I have way too many large preset files installed, and PS has to read all those in when it launches. Could that be affecting your launch times as well?

Have you tried resetting your preferences, and if that fails, reinstalling? You don't mention what your system specs are, but Adobe would need to know to help troubleshoot both your slow launch times and your frequent crashes—especially those. You can copy your System Info  from the PS Help menu and post here if you can't resolve this with basic steps like resetting preferences (do be sure to save any presets you've not saved somewhere you can find them on your disk first). If you crash and get a Crash Report, that will help Adobe figure out what's going wrong, too.

Unfortunately, even something as obscure as a bad font can cause frequent crashes, so rather than staying frustrated with the situation, I hope you consider sharing more information so Adobe can try to help. If it IS a bug on their side, which it could be, they still need all the information you can provide to track it down. It may only occur under very specific and somewhat limited conditions that not everyone hits.
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Gerry Blanchard

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I spent an entire morning on the phone with Adobe and got no results.
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Cristen Gillespie

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I see you've got Jeffrey with you. This site is pretty good at having Adobe staff show up to help you troubleshoot. I know it's not as quick as if their phone support can help, but they don't give up here if you don't.
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Gerry Blanchard

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Yes.  I'm not giving up.
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Gerry Blanchard

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Well, I finally gave up and went back to cc 2017.  They really need to get their act together. 
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Julie Wiley

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Not sure why I moved to the subscription service. May go back to my CS3 as it worked so much better. I thought there would be great improvement over the old but turns out all I do is sit and wait. So unimpressed.......
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Julie, sorry you're having trouble. I've asked an agent to reach out to you directly. In the meantime, it may help if we could see your Photoshop System Info. Launch Photoshop, and select Help > System Info... and copy/paste the text in a reply
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