Photoshop not working

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  • Updated 9 months ago
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I don't know if the problem is necessarily to do with photoshop but here is what's happening. I open photoshop and it freezes and I get a message saying that the "Adobe Application Manager is needed to verify your license is missing or damaged please download".
So I download the Application Manager and run that. This brings up a subsequent message: "Installer failed to initialise. Please download the Adobe Support Advisor to detect the problem".
So I search for the Adobe Support Adviser and find that this program has been discontinued. The info I dig up is:

"The Adobe Support Advisor has been discontinued

The Adobe Support Advisor tool was used to analyze installer log and system information associated with installation errors. The tool has been replaced with improved installation support mechanisms. Please visit Adobe Support section for Knowledge base articles around Installation."

So I visit the Adobe Support section but this has no information on my specific problem and no contact information for any techies working for Adobe so here I am at the forum relying on the goodwill of other users of the program.

I am runnning windows 10, never had problems before. Computer is fast and untroubled by demanding graphics. Last updated photoshop a couple of weeks ago and it had been working fine up until yesterday. The messages indicate to me that its not a problem with photoshop itself but the Application Manager. Any ideas anyone?

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Chris

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Posted 10 months ago

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Stacy Bratton

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Check my post above. I feel your pain.
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Hannah Nicollet, Official Rep

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How frustrating! It sounds like your installation may be damaged. At this point you might need a clean install. To do this you would need to uninstall CC, save your presets and preferences and then run the cleaner and then reinstall.

To save presets: https://helpx.adobe.com/photoshop/using/presets.html

Preferences:

Mac:/Users/USERNAME/Library/Preferences/Adobe Photoshop CC [Version Number] Settings

Win: C:\Users\USERNAME\AppData\Roaming\Adobe\Adobe Photoshop CC [Version Number]\Adobe Photoshop CC [Version Number] Settings

For the cleaner:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Please let me know if this helps!

Thanks,
Hannah
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Chris

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Thanks Stacy and Hannah for your empathy and reply! I deleted the Creative Cloud app and the Adobe Application Manager as these seemed to be having problems and then ran the cleaner tool. It came up with many errors such as:
Ex: [Error 2] The system cannot find the file specified:
[Wed Sep 27 15:24:19 2017] Ex: [Error 2] The system cannot find the file specified:
[Wed Sep 27 15:24:23 2017] Warning: Failed to remove file,folder trying again.

I then tried redownloading the Creative Cloud app and the Adobe Application Manager but ran into problems there. Every time I tried to download the Creative Cloud app it stopped at 40% and came up with a message:

"We’ve encountered the following issues. Creative Cloud Desktop failed to install (error code 50)"

OR

"We’ve encountered the following issues. There seems to be a problem with the download process. For troubleshooting tips please visit our customer support page. (Error code 201.)"

I tried it several times but the same messages kept on coming up. Same with the Adobe Application Manager. A bit stuck not knowing what to do!

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Stacy Bratton

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Wow, Chris, sounds like my past 2 weeks. I have spent over 15 hours doing those things- twice. Thanks Hannah for your reply, I have read and read all the various forums inside and outside the Adobe forums. As I stated above, I have uninstalled ALL Adobe apps, run the cleaner app, reinstalled twice. Some of my problem is technology. PS 2017 appears to work better with a Mac computers built from mid 2015 and newer. Can't remember where I read this, but that is why I rolled back to 2015.5 version. But I must install 2017 to use 2015.5. I would not say this would be the case for everyone, but after 2 uninstall and reinstalls (after cc cleaner) , this seemed to work for me. Additionally, cleaning up my Mac. Going through utilities to purge caches computer wide. Keep in mind- I have a. Lean Mac already, with external scratch disk and my main computer hard drive is never more than 50% capacity, and I'm running Sierra. <<<> Anything to get these apps to work! I cannot say what worked, I can just say it's working on 2015.5, but only if 2017 & 2015 are also installed (but not using). . Bridge is also a similar pain in my @$$., and a different set of problems, solved similarly. Application manager must be up to date, and extension manager is messed up.

Photoshop files will only open if I right click and say "open with", even after trying everything to change this. "Change all " under info window and the computers file preferences to only use ps 2015.5 on any file that photoshop opens. 2017 will not stop interfering.

Conclusion- I hope you find something that works for you, chris. Lots of people are suffering over this app. I did not think it would ever work for me. Mine could stop working today, who knows. Creative cloud has too much influence over your computer and being attached to the internet every time you log in to Adobe programs is too much of a burden for photographers that travel or ( just happen to leave their studio and work at night while caring for a sick loved one in the hospital ( with no internet connection.). If you are working in photoshop, then take you ur laptop anywhere else, it also shuts down. I go to clients houses sometimes, and should I need to show something in photoshop, I must get their wifi. And even then, I suspect Adobe struggles to work at an "unknown" location, because it requires me to do a series of back flips to get the darn thing open, and the dreaded spinning wheel is a familiar look to my clients.
COME ON Adobe, what is wrong with you??. Yes- people bootleg your software, you had a system in place that helps, but creatives have been paying for this for years. It's part of doing business (and shame on photographers and other creative who don't purchase their licenses). ADOBE, FIX the problem with this horrible application and give some latitude on using photoshop offline. I understand some of the newer features are not optimum offline. (I do love the libraries) These restrictions are not going to get you more subscribers who were previously using PS illegally , just ticked off customers. Your opening the door for black market versions of your apps, and isolating your customer base.

Thanks for allowing me to rant! That is my last time- I rarely speak up in forums. I'm just very tired and have been working late nights, sometimes 4 am, to make deadlines. I wouldn't be up all night without the problems listed above.
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Hannah Nicollet, Official Rep

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I'm so sorry to hear that. Your frustration is understandable, Stacy. I'm going to forward both of your issues to our CC installation team for help but they will want the information that is obtained in the Log Collector.

Here's the download page for the Log Collector. Both Mac and Windows downloads are included on this page:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Hope you're able to get some rest!

Hannah
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Stacy Bratton

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Good morning Hannah, Thanks for sticking with this thread. am getting some forced sleep now! Conclusion, CC had a minor update that I am not sure was something new or if my CC did not update properly. But I downloaded it and restarted computer (took about 2 minutes for the whole process). Before I restarted, I deleted some of the cache files from various folders. Now it works perfectly. I do not know why, but I'm not asking questions.
As far as the crash log goes- I have never pressed 'send' to Adobe or even saved the log, although I could find it in my computer if I wanted to. Hannah- is this something that actually gets looked at by Adobe or should I save these for future conversations with Adobe help? I just assume they fly into space and nobody sees them, haha
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Hannah Nicollet, Official Rep

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Hi Stacy! I'm so glad to hear it's working for you now!

In answer to your question about the logs, yes please submit them! If/when bugs are generated it is helpful to have as much information as possible. Depending on the nature of your issue those logs can provide valuable information that helps us to isolate the problem faster than we otherwise would be able to by attempting to replicate it on our end. 

Regards,
Hannah
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Hannah Nicollet, Official Rep

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Sorry you're both having so much trouble. I'm looking into it further. In the meanwhile, Chris can you give me some info on your system? What OS are you running?
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Chris

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Hi Hannah and Stacy .. well for me the issue has been resolved. I got onto a live chat with an adobe representative who was extremely good and was able to sort it out. I can't say that I understand exactly what he did or exactly how he did it but it involved freeing up some processes which had become stuck. This had to be changed by rebooting under administrator and giving admin privileges to my adobe folders. I doubt that I could have worked that out myself even though I'm pretty good with tech stuff and probably a bit involved for these forums. As to why the programs were working fine one day and then not the next when there had been no changes to my computer is still a mystery! I hope you can work out your problems Stacy, maybe a live chat with a rep might be the best way. Thanks so much Hannah for your replies!
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Todd Shaner, Champion

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This had to be changed by rebooting under administrator and giving admin privileges to my adobe folders.
There have been numerous reports in the forums of similar incidences after a Windows 10 update. Apparently these Windows updates are changing user permissions, which prevents some applications from running properly. This has been a long-standing issue on Mac OS X systems, but it now looks like MS has gotten on the bandwagon in an attempt to "improve" the Windows 10 user experience. Unless Adobe and MS can discuss and resolve these issues in a non-competitive manner it will be difficult to resolve.
(Edited)
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Hannah Nicollet, Official Rep

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You're welcome! Glad to hear you got it solved, Chris.