Photoshop CC2019: Won't open, crashes after loading screen

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  • Problem
  • Updated 1 week ago
  • (Edited)
Since I updated yesterday my coworker and I can't open the new version of photoshop, it just pops up the loading screen and then crashes after a bit before the program can open.
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Jamie Trosen

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Posted 4 weeks ago

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Hannah Nicollet, Official Rep

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Hi Jamie,

Frustrating! Would you please download the Adobe Log Collector, run it and then email me the zip file it creates? Download it here.  I'll paste my email below.

Thanks,
Hannah

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Hannah Nicollet, Official Rep

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Also, what OS are you and your coworker using?
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Jamie Trosen

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It may take a while before I can run the adobe log collector as I work at a company that requires administrator access to install programs. We are using Mac Sierra version 10.12.6.
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Hannah Nicollet, Official Rep

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Understandable. Jamie have you been submitting the crash report? Will you crash it again and please include your email?

Thanks,
Hannah
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Jamie Trosen

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I just sent it! Also I will email you what was in the apple crash report. 
(Edited)
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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It looks like you're have a Team membership. Does everyone on the Team account have this problem?
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Tom Morse

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Hope it's ok to add on to this...

I'm also having the same issue, on 10.12.6, and have submitted a crash report.

I have Admin rights, and could install the log collector and email if appropriate?

edit - I also have CC2018 installed, if that makes a difference.
(Edited)
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Hannah Nicollet, Official Rep

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One of our engineers asked if it would be possible to install his diagnostic app so we can resolve the crash -- it’s located here:

https://shared-assets.adobe.com/link/7fb88373-600d-4c7a-4efe-76c35f9b0a47

If you're willing to download that and share your results to help diagnose the crash that would be super helpful. 

Thanks!
Hannah

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Tom Morse

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Hi Hannah,

I've run both tools, and have just emailed you

Thanks!

T
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Tom Morse

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Hi Hannah,


I wonder if you received my emails, or if they were helpful?

I've had no update for 2019, and still can't launch the app.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Looking in our backend, it looks like your membership is in cancelled state/suspended state. I should probably have an agent reach out to you.
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Tom Morse

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This was my mistake being logged in here on a personal account. 
I have an enterprise account and will be contacted by Adobe today. 
I'l feedback if there are any conclusions.

Cheers!
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Jamie Trosen

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We are on a team membership through our employer, and both my coworker and myself are experiencing the issue.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I'm going to ask an agent to reach out to you directly.
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Larry Jordan

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I am seeing the same problem - Photoshop 2019 won't open on Mojave 10.14.1. The app displays the startup screen for about five minutes, then closes. This is an individual account, not a Team. Running the latest version of Photoshop and Mojave. 

I'm also seeing the same problem with Premiere Pro CC 2019.

Lary