Photoshop CC 2019 (20.0.9) Freezes whole computer

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  • Updated 1 month ago

Hi, I recently bought a new PC that was quite expensive, mostly for using Photoshop, and unfortunetly I'm experiencing a bunch of issues using PS that I won't go into detail now except for the most severe one - Photoshop freezes and the computer freezes with it and becomes completely unresponsive. As in, the mouse and keyboard don't react at all and the only option I have is to hard reset it. I can't terminate any tasks as well because the keyboard stops working. I should probably also mention that if I'm listening to music when this happens, the sound stays on, although it becomes stuttery and robotic. One time the computer froze and all the colors seemed to revert from 32bit to 16bit, and then it automatically reset itself. The worst thing is that every time this happens I lose all the unsaved progress I made, although I try to save my progress every few minutes.

It sounds like I might have some faulty drivers or perhaps the hardware itself is defective, I honestly don't know what to do and the worst thing is that this computer is barely 2 months old. I'm using an older version of Photoshop because I didn't like some of the changes made in PS 2020. I don't know if this freezing happens when using the newest version. I'm not the biggest expert on computers and I'm utterly clueless and frustrated. Should I try reinstalling my drivers, perhaps a system restore will do the trick?

Some info I hope is relevant:

OS - Windows 10 Home - 10.0.18363

BIOS - American Megatrends Inc. 2606, 24/10/2019

Motherboard - Asus TUF Z390M - PRO GAMING

Graphics card - Nvidia GeForce RTX 2060 Super (updated with latest Nvidia drivers)

Processor - Intel Core i9 9900K, CPU @ 3.60GHz


Thank you very much for reading and for your help.
Ben

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Ben Bueno

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Posted 1 month ago

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Dave Grainger

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Was this factory built or hobbyist / mom and pop corner store built?  The equipment sounds pretty powerful, so I suspect that an error in assembly or mismatched parts COULD be at play. I also question why Home version of Windows was used given the higher end selections of parts! A common error made by non factory assemblers is to fail to install the CPU correctly, with thermal paste, correct amount of tightening of screws, correct choice of cooling fan and heat sink. Thermal problems COULD be what is plaguing you on this!  i9 generates a fair amount of heat; the PC will shut off to protect itself if temp rises too much.

Could also be some configuration issues with Photoshop OR some other software... Also: you didn't mention what anti-malware software is on it. There are several such as Avast that are bad..
(Edited)
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Dave Grainger

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Forgot to mention: In Control Panel there is a place called Administrative Tools. I there, you can find the Event Log and scroll through the log looking for the Red Warning labeled events. There should be at least one for each problem that you experienced. These will tell you a lot; however often the warning is pretty arcane and might require a search of Microsoft Support with the specific code...

Should not have chosen Windows 10 Home! What you just wrote indicates that the Windows you have might be a pirated copy
(Edited)
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Ben Bueno

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I looked through the Even Log just now but this is way out of my league, I don't know how to read any of that. I think going to the store and handing it over for a checkup might be the best solution, my warranty is almost brand new anyway.
Oh and, this Windows is not pirated, I paid good money for it :) Bought the OEM version as suggested by the store clerk. 
Thanks again Dave!
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Dave Grainger

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OEM version is sold by Microsoft to Manufacturers and not to retail channel!
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Dave Grainger

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If you want to, you could copy the Event Log and send it to me and I will take a look for you. Don't post it on this forum, send via email :dgrainger@graingerandco.com

Maybe I can give you some help that way...
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Ben Bueno

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That's OK, i'll just go back to the store and let them sort it out, I paid for all this after all...