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

  • 5
  • Problem
  • Updated 4 weeks 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.
Photo of Lilian Lingwood

Lilian Lingwood

  • 5 Posts
  • 0 Reply Likes

Posted 1 year ago

  • 5
Photo of Malcolm Hay

Malcolm Hay

  • 2 Posts
  • 0 Reply Likes
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.
Photo of Roberta Murray

Roberta Murray

  • 2 Posts
  • 1 Reply Like
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!!
Photo of Roberta Murray

Roberta Murray

  • 2 Posts
  • 1 Reply Like
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. 
Photo of Gerry Blanchard

Gerry Blanchard

  • 10 Posts
  • 0 Reply Likes
I can't find a number to call for help!
Photo of Cristen Gillespie

Cristen Gillespie

  • 1590 Posts
  • 502 Reply Likes
< 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.
Photo of Malcolm Hay

Malcolm Hay

  • 2 Posts
  • 0 Reply Likes
I am having the same problem with PS2018 freezing. I still have PS2017 on my system, should I uninstall that?/
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 15225 Posts
  • 2188 Reply Likes
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
Photo of Cristen Gillespie

Cristen Gillespie

  • 1590 Posts
  • 502 Reply Likes
> 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.
Photo of zainab alnaabi

zainab alnaabi

  • 1 Post
  • 1 Reply Like
Is anyone find solution for that problem ? plz help me !
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
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)
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
There is nothing at the bottom, but in the middle is says "Adding Extension...Halide Bottlenecks
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 15290 Posts
  • 2208 Reply Likes
It sounds like you may have a corrupt color profile. Are you using any custom profiles?
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
Hmmm.  Not that I know of.  How can I check?
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 15290 Posts
  • 2208 Reply Likes
are you on Mac or Windows? Do a google search for "troubleshoot corrupt color profiles" for instructions.
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
Mac
Photo of Cristen Gillespie

Cristen Gillespie

  • 1590 Posts
  • 502 Reply Likes
> 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.
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
I spent an entire morning on the phone with Adobe and got no results.
Photo of Cristen Gillespie

Cristen Gillespie

  • 1590 Posts
  • 502 Reply Likes
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.
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
Yes.  I'm not giving up.
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
Well, I finally gave up and went back to cc 2017.  They really need to get their act together. 
Photo of Julie Wiley

Julie Wiley

  • 1 Post
  • 1 Reply Like
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.......
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 15225 Posts
  • 2188 Reply Likes
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
(Edited)
Photo of Larry Mauro

Larry Mauro

  • 3 Posts
  • 1 Reply Like
Thanks everyone for your posts. I'm sorry we're all having issues. Mine started when I updated PS 2019.  Now all of my Adobe Cloud Suite products hang up on the load screen and I have to force quit them. I'm on Mac Mojave 14.2.2. I'll keep checking in with this feed and if I find a solution, no doubt I will share with the group.
(Edited)
Photo of Larry Mauro

Larry Mauro

  • 3 Posts
  • 1 Reply Like
Unfortunately, it quickly jumps from the splash screen to opening but just sits on a black screen with the mouse pointer spinning colorfully. It then gives me the notice that it is unresponsive.  I tried opening up After Effects and Premiere and the same thing happens.  Everything was working fine until I updated Photoshop 2019 v.20 to the update.  I uninstalled it, re-installed it. Even uninstalled and re-installed the Adobe Cloud Services app and nothing works now.
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 15068 Posts
  • 2122 Reply Likes
OK, so it sounds like it's stuck on loading the home screen. I might have an agent reach out directly with you to troubleshoot.
Photo of Larry Mauro

Larry Mauro

  • 3 Posts
  • 1 Reply Like
Thank you Jeffrey.  That's very much appreciated.
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 15068 Posts
  • 2122 Reply Likes
Looks like Larry's issue was caused by a dock hardware conflicting with Automatic Graphics Switching on macOS. Disabling Automatic Graphics Switching solved the problem.
Photo of Debra Fadden

Debra Fadden

  • 1 Post
  • 0 Reply Likes
I am having the same issue, it won't even acknowledge me double clicking to open the program. I am able to open AI and INDD.  How do you disable Automatic Graphics Switching? I have Mojave 10.14.3 on my desktop, Creative Cloud subscription (so 2019). It works on my laptop (Mojave 10.14.2)  Thank you.
(Edited)
Photo of Giancarlo Di Sotto

Giancarlo Di Sotto

  • 7 Posts
  • 1 Reply Like
I am having the same problem! Lightroom Classic CC opens with no issues, but Photoshop CC on the other hand is impossible to open. I've tried everything to intalling and uninstalling every version to no avail. 
The Photoshop tabs are all dimmed out so can't click anything and having to resort to Force Quit every single time. I'm using Mac - High Sierra btw! Any help would very much be appriciated. Thanks
Photo of Giancarlo Di Sotto

Giancarlo Di Sotto

  • 7 Posts
  • 1 Reply Like
Hi Jeffrey, as you can see from the image the the help tab options are all dim as are the rest. Is there another way to get the 'System Info'? Many thanks
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 15290 Posts
  • 2208 Reply Likes
No way to get the Photoshop system info without that menu item.

Is it like this when you just launch the app? or after you try and open an image and try to do some work?
Photo of Giancarlo Di Sotto

Giancarlo Di Sotto

  • 7 Posts
  • 1 Reply Like
It's like this when I launch the app and open any file. 
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 15290 Posts
  • 2208 Reply Likes
Is this possibly what you're seeing? https://helpx.adobe.com/lightroom/kb/edit-in-photoshop-command-not-working.html

I've asked a support agent to reach out to you directly.
Photo of Giancarlo Di Sotto

Giancarlo Di Sotto

  • 7 Posts
  • 1 Reply Like
Thanks Jefferey, in Lightroom the ‘edit in Photoshop’ is not greyed out, it is clickable but nothing happens as Photoshop will not open even that way.
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
But then where do I backup my hard drive?
Photo of armi valdez

armi valdez

  • 1 Post
  • 0 Reply Likes
Hey guys, I subscribed and installed Photoshop CC2019 today but when I clicked on it, NOTHING happens. I tried running it as Administrator and also run compatibility check but to no avail. What is wrong? Please help!
Photo of Eugenio García Chinchilla

Eugenio García Chinchilla

  • 2 Posts
  • 1 Reply Like
Hi, One week ago I paid Adobe the suscription for the photographic package, but I still can't open Photoshop (Lightroom works fine). I've this error message when I try to launch it:  0xc000007b.  Any idea of what's going on?  
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
Can ANYONE open PS 2018 or 2019 on a Mac?  It is so annoying.  What am I paying for?  I would trash it if I could, but then I couldn't use 2017.  Adobe was no help at all.  I am totally frustrated.  I need this program in my work.

Photo of Giancarlo Di Sotto

Giancarlo Di Sotto

  • 7 Posts
  • 1 Reply Like
I had the same issue as you guys (see above posts) and the only thing that got both Photoshop and Lightroom to work was to completely reinstall the operating system. I was on support for hours and nothing worked until a clean reinstall of High Sierra. I backed up everything and cleaned out my whole HD. I know this is not what many of you probably want to hear but it was the only thing that got everything working again. Since then I’ve had no issues. Hope this helps.
Photo of Gerry Blanchard

Gerry Blanchard

  • 12 Posts
  • 0 Reply Likes
My operating system is Mojave.

Photo of Giancarlo Di Sotto

Giancarlo Di Sotto

  • 7 Posts
  • 1 Reply Like
I wouldn’t know about Mojave as my Mac is from 2009 and won’t let me upgrade to that version. I would presume thought that it would be the same.