Photoshop Elements 14 crashing

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  • Updated 12 months ago
Hi - for the last two days Elements 14 has been crashing while doing basic editing work; was working fine before then.  No Windows 10 updates in that time either.  Edited a few photos fine yesterday morning, then one caused everything to freeze then crash a few minutes later.  Shut down and restarted everything, tried again this morning, and the same thing happened.  Only got a 100 or so photos to edit before the end of the week so this is pretty irritating to say the least!  The crash seems to occur when I select an area, then re-paste it, simply to bring out the saturation in that area; hardly groundbreaking stuff.... am not running any plugins, and event viewer doesn't seem to know what caused it....

Faulting application name: PhotoshopElementsEditor.exe, version: 14.0.0.0, time stamp: 0x56655b37
Faulting module name: PhotoshopElementsEditor.exe, version: 14.0.0.0, time stamp: 0x56655b37
Exception code: 0xc0000005
Fault offset: 0x0000000005433620
Faulting process ID: 0x24a0
Faulting application start time: 0x01d335cb95172f7f
Faulting application path: C:\Program Files\Adobe\Photoshop Elements 14\PhotoshopElementsEditor.exe
Faulting module path: C:\Program Files\Adobe\Photoshop Elements 14\PhotoshopElementsEditor.exe
Report ID: fa4b42ba-f447-4ca1-9f14-ee289a134516
Faulting package full name: 
Faulting package-relative application ID: 

Please help!
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Michael Eddy

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  • exasperated

Posted 12 months ago

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Michael Eddy

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Please help, this is driving me nuts - it's on a two month old laptop than can easily cope with elements, surely I don't need to reinstall?  Worked okay for a couple of hours this morning after restarting, now it's crashing every few minutes again.  Can't even edit a single photo at the moment...

A few more details from the most recent event log: 

Faulting application name: PhotoshopElementsEditor.exe, version: 14.0.0.0, time stamp: 0x56655b37
Faulting module name: PhotoshopElementsEditor.exe, version: 14.0.0.0, time stamp: 0x56655b37
Exception code: 0xc0000005
Fault offset: 0x0000000005d3087a
Faulting process ID: 0x1190
Faulting application start time: 0x01d335f36e8f0490
Faulting application path: C:\Program Files\Adobe\Photoshop Elements 14\PhotoshopElementsEditor.exe
Faulting module path: C:\Program Files\Adobe\Photoshop Elements 14\PhotoshopElementsEditor.exe
Report ID: f64ecd51-fa4e-4a58-84fc-07440d1df2c9
Faulting package full name: 
Faulting package-relative application ID: 

- System 

  - Provider 

   [ Name]  Application Error 
 
  - EventID 1000 

   [ Qualifiers]  0 
 
   Level 2 
 
   Task 100 
 
   Keywords 0x80000000000000 
 
  - TimeCreated 

   [ SystemTime]  2017-09-25T11:46:58.939005100Z 
 
   EventRecordID 26369 
 
   Channel Application 
 
   Computer LAPTOP-3GAO2J7I 
 
   Security 
 

- EventData 

   PhotoshopElementsEditor.exe 
   14.0.0.0 
   56655b37 
   PhotoshopElementsEditor.exe 
   14.0.0.0 
   56655b37 
   c0000005 
   0000000005d3087a 
   1190 
   01d335f36e8f0490 
   C:\Program Files\Adobe\Photoshop Elements 14\PhotoshopElementsEditor.exe 
   C:\Program Files\Adobe\Photoshop Elements 14\PhotoshopElementsEditor.exe 
   f64ecd51-fa4e-4a58-84fc-07440d1df2c9 
    
    
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Michael Eddy

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Did a complete reinstall of Photoshop Elements 14 on my two month old HP Quadcore Windows 10 laptop, and it worked..... for almost FIVE HOURS... before crashing again.

Faulting application name: PhotoshopElementsEditor.exe, version: 14.0.0.0, time stamp: 0x55df8c21
Faulting module name: PhotoshopElementsEditor.exe, version: 14.0.0.0, time stamp: 0x55df8c21
Exception code: 0xc0000005
Fault offset: 0x0000000005431910
Faulting process ID: 0x479c
Faulting application start time: 0x01d33608a7f88ee3
Faulting application path: C:\Program Files\Adobe\Photoshop Elements 14\PhotoshopElementsEditor.exe
Faulting module path: C:\Program Files\Adobe\Photoshop Elements 14\PhotoshopElementsEditor.exe
Report ID: 5f5687c9-e209-43a9-80c4-c454a96a4930
Faulting package full name: 
Faulting package-relative application ID:

I've been using PSE for years now; but if this carries on, I'll look for other resources to edit my pics in future... :( 
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Steve Lehman

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Hello Michael Eddy, 

I am only probing at this point.  Sounds like a virus but not certain.  Run your virus scanner, report.  Also, run MalwareBytes if you have it.   Also, tell me exact what you are doing when it occurs.   If it's a bug, event viewer may not pick it up.   The event viewer is showing nothing else but your application as it launches again.   You have Windows 10?  No updates?   (including Creator's Update if installed). Have you had any application upgrades lately?    This happens with the Editor, but not Organizer?   Also, when this happens do the tool menus look scattered, not named or not disorganized in any manner?   This is to check if your fonts are making this happen (not to do with typing tool).  Another tech, Michel can check if the fonts are a problem, later.  We'll start with these for now.   My first thought is pointing at a virus in the memory and comes out during certain clicks of the mouse.   This is why I want to know anything you're doing that might cause this.   

Steve Lehman, MCSE   
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Michael Eddy

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Hi Steve

Thanks for replying. 

Have just scanned the system using Webroot SecureAnywhere (No threats detected) and Malwarebytes Premium ( again, nothing found  )  - the two are always running alongside each other in any case, for extra security, so that should make it less likely to be a virus – hopefully.

I have had issues with fonts in Elements in the past, on other pc’s, where the occasional one has caused the program to freeze (rather than crash) but this only seemed to happen when I used the typing tool; and uninstalling the font would fix it.   As far as I’m aware, there are no font issues at the moment –there’s one I do like using occasionally that always causes problems, but it’s not installed on this system.

I’m running Windows 10 Home, version 1703, with automatic updates (last one, the creator one, was installed a couple of weeks ago)  

The laptop itself is an HP AMD A12-9700P 64bit quadcore.  Last software installed was an HP printer driver on 11th September, and most recent updates I’m aware of were also HP ones (system event utility and recovery manager update) installed on the 14th Sept, but PSE was working fine from that point up until two days ago. 

I confess that I never use Organizer; I only use PSE for editing.  Every time it crashed yesterday, I was working with layers – using a combination of Selection Brush>Selection Brush Tool and Selection Brush>Quick Selection Tool  to create areas to change saturation/lighting.  I’m pretty sure that once I’d pasted a new selection layer over the main photo, and tried to work with it, was when the problem would happen.... but it does not happen all the time; I’ve just tried to recreate the error this morning on one of the photos that kept crashing yesterday, and it all worked fine....!

When the crash happens, both layers suddenly become “invisible” – just blank sheets of checkers on the PSE screen, which in every other respect looks okay – all tools are visible, named and organised.  Within about 15 seconds I get the “photoshop elements has stopped working and will close” notification, windows scans for a solution, and doesn’t find one.  Often PSE doesn’t actually close though, and I have to use task manager to kill it.

If it happens again today, I’ll try and take a screenshot during the crash if that will help.

I hope the above makes sense, look forward to hearing from you.

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Michael Eddy

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Additionally, I just this morning had an Adobe Update notification to upgrade PSE 14. to the 14.1 update.  Is this new?  I checked for updates yesterday and it wasn't there then!  Will install in a moment.
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Steve Lehman

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Michael Eddy, 

Thank you for your information.  We won't do the font fix then.  

I'm not sure if my PSE14 had this update.  I would be curious to check.  I would like to know if that Adobe update made a difference for you?   If not, we'll go further to reset (nearly) everything.   

When you mentioned that this happens when you use certain tools, right away I wanted to reset the program tools. So, in PSE 14, in the Editor, Be sure to open a photo or graphic first and then, in the program, you should find a question mark (?) at the far right with a pull-down menu next to it.  Click on the pull-down menu and click on "Reset All Tools".   If this was the problem, you should find a difference when you try your program in the same familiar way.  If this doesn't fix it, lets try another method of resetting the program (next).   

Instead of the program, we can reset this app in Windows itself.  To reset this program in Windows 10 (Home), you will need to go to Settings, then System, then in the Home edition find "Applications" (in the pro edition this is called Apps and Features), clicking that will list your apps on the right-side.  Find your Adobe software listed and see if there is a blue text link below its title.  If not, then the Home edition doesn't have these blue text links.  If it is there, click on it, and it takes you to the next page where a reset button is on the left side, so click it.  This will reset the program.  IF this has been done before or if Windows did this once when it initially checked for problems, there won't be a blue text link, as Windows may eliminate it after once.   (When you mentioned that Windows looked for a problem initially, it might have tried this reset already).   

If this doesn't work, on the Home edition, might be a Windows Power Shell located in your Programs list, behind the Windows (start) button.  And, to find that, you would click on the Windows icon at the furthest left side of the task bar, then arrow down to the last app listed alphabetically, where it says Windows Power Shell.  Clicking that will open a DOS window with a blinking cursor ready to enter text after the blinking cursor.   So, at the blinking cursor, type "scannow" (all one word) and press enter.  This will go through your Windows applications to find any problems and may not find anything (it says) but it will check it like it did when your program had its initial problem.  But in the Windows Power Shell it will also fix any problems, and it will force another reset of the application it finds is a problem.  

When these programs are listed in the event viewer or in this process, it looks for yellow caution icon and then scans that app to find any other problems.  Of course you already checked the events viewer but that doesn't always list problems, and then if Windows had not found a problem with this application there, the application itself is the culprit and resetting that program within the power shell or within the program itself should fix it.   

I would hope you won't need to come this far because I know the Windows Power Shell can be a scary place for you.  The above resets are much better to use and can keep you out of trouble.  
But if you're up to it, give all of them a try.    

There is one last thing I thought we can try if you're up to it.  Before you go to the Windows Power Shell try this:  You could uninstall the Creators update if you think it may have caused this problem (at the time this problem occurred).  I have heard of some have had problems with Creators Update in Windows 10, yet for others there not any harm.   You can uninstall it to see if there is a difference.  This update will come again in the future so there won't be a loss.   IF you want to do this, to do this, go to Settings, updates and security, click on update history, and finally click on uninstall updates.  It gives a list of updates and clicking on them will give you the familiar "are you sure" before deleting, and it's your call to delete.   

After this, or if you have any other questions, be sure to write back to me. 

Steve Lehman, MCSE Windows engineer for Adobe Forums   
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Michael Eddy

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Hi Steve - thanks for all that, had a busy day yesterday so wasn't able to give PSE my full attention - HOWEVER, since 14.1 was installed, it was grindingly slow at first - but I edited a few pics in later and it seemed to work fine and has not crashed since.  The update was supposed to contain some bug fixes, and fingers crossed it seems to have done the job..... will let you know how I get on today.