Photoshop CC 14.2: Crashes when I select print (win 7)

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Every time I choose to print the program crashes and I get an error stating the program has stopped working and will close. I can print the same files on my PS CS 5.1 without problems.
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Brett Danner

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Posted 4 years ago

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Chris Cox

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What does the crash report say?
What OS version are you using?
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Brett Danner

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It's the Windows screen letting me know "Photoshop CC has stopped working windows is searching for the problem. Next popup says "A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available."

I'm using Windows 7 OS.

My non CC version of PS CS5.1 prints the documents fine and PS CC prints other files before without any problems.

After doing some testing it appears to be only happening to a set of files recently created. Even when reducing to very low res and 72 dpi and saving in other formats (JPG, TIF etc.) the program stops working when trying to print.

The CC has print features 5.1 doesn't and I would really like to use them since it was a big factor when deciding to pay for the subscription when I already own PS CS5.1.
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Allen Roberts

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Brett:

This seems like the same problem I have had. There is a long thread on this at
http://feedback.photoshop.com/photosh...

I have found the problem to be
1. You have to previously used a printer that doesn't play nice (or have the spooler turned off).

2. The file being printed has incompatible printer information, ie if Photoshop didn't crash you would get the following message:
"The saved printer information is not compatible with this version of Photoshop or the saved printers is no longer available".

I have been able to reproduce this problem with a clean loaded Windows 7 machine with no drivers installed, but have been unable to convince Adobe to resolve the problem.

Allen
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Chris Cox

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Adobe can't fix a problem we can't reproduce.
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Allen Roberts

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Chris:

As I explained a couple of months ago, I have a machine which had a clean install of Windows 7 64bit and Photoshop CS6. No drivers, no other programs installed. It has this crash when the print spooler is turned off and try to print. The crash log look just like the ones I get on other systems when it crashes with the spooler on, so I think the failures are the same. I have reproduced this failure on multiple machines.

I offered to bring the system to your office, however I don't actually think this is necessary.. just turn off the spooler and print a document which doesn't have a print profile that Photoshop understands ie "The saved printer information is not compatible with this version of Photoshop or the saved printers is no longer available". It does take both conditions for the crash to happen.

That said, I'm more than willing to bring the machine in if we can get on the road to fixing this problem which is in both CS6 and CC (but not in CS5).

Allen
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Jerry Lasky

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I also encountered this problem.
Re-setting the Photoshop CC 2014 preference file solved it for me.
Julianne Kost has a video showing how to do this:
http://tv.adobe.com/watch/the-complet...
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Allen Roberts

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Jerry:
Resetting the preferences probably is a not a permanent fix. By deleting the preferences, you cleared out the most recently used printer, but when that printer is used again the crash is armed and loaded. It then takes opening a file that Photoshop doesn't understand the saved printer information and the crash will come right back.
Would certainly love for Adobe to fix this bug!
Allen
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Chris Cox

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With no drivers installed, you can't print at all.
Most other applications are not calling the same modern print APIs. But we have seen other applications that call the same APIs crash in the same way (LightRoom).
Again, we've done our testing of this already.
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Allen Roberts

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Chris:
I believe the crash is related to when Photoshop gets an unexpected result from its printer inquiry. As I have explained before, this crash can be invoked when the print spooler is turned off. You told me at the time I first related this that it was still related to a driver, so that is when I did the experiment with a clean install with no drivers. It still crashed, therefore it hard to understand your blame of 3rd party print drivers when there are absolutely none involved. Additionally the blame on drivers doesn't explain why the crash only happens when the print information stored with the file can't be understood by Photoshop. I can print all day to the problem printers as long as the files have valid printer information. Your theory just doesn't fit the facts. I really wonder if your testing is actually testing the specific case I have been referring to for 18 months.
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Chris Cox

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With no printer drivers installed, you can't even get into the print dialog.
Photoshop doesn't read the stored print information - the OS and printer driver read the information stored previously by the OS and printer driver.
You are making a lot of bad guesses based on a lack of information.
And yes, we tested the situations reported, plus some.
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Allen Roberts

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Chris:
I know you are the expert and I'm just a user, but I really beg to differ.

I have a system that no print drivers are installed, the only installation of ANY software is photoshop. It will bring up a print dialog box. If the spooler is turned off and the currently open file has printer information that doesn't recognize (ie is not a new file), Photoshop will crash. Photoshop absolutely does store last used printer information in both PSD files and JPEG files (and perhaps others). It saves the printer used and the settings for that printer. I believe It is part of the reason this problem occurs. Photoshop even admits it saves it: "The saved printer information is not compatible with this version of Photoshop or the saved printers is no longer available" is the message given when the file being printed doesn't have a print driver associated with it on this system.

Chris, for the life of me I can't understand why this discussion on gone on for 18 months and could be answered in 20 minutes by looking at the clean install of windows/photoshop that I have built to demonstrate this problem.. or I'm sure you guys have a clean install of Windows/Photoshop that could be used instead.
Allen
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Chris Cox

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Again, Photoshop will give an error telling you to install and select a printer if no drivers are installed. You can't even get to the print code without having a printer driver installed. Yes, of course we save information about the last used printer -- MacOS and Windows allow the printer driver to read that information to keep your last used settings. But some drivers have bugs when they try to read that information - as you have seen.
I don't understand why you keep beating a dead horse and trying to find new ways to claim it is still alive and kicking. No matter how many times I tell you that the bug is in the driver, that we have investigated and identified bugs in the driver - you still want to claim that it can't possibly be the driver at fault.
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Allen Roberts

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Chris:

Your replies seem to confirm that we are talking about different problems. The crash that I have been referring to happens IMMEDIATELY upon selecting the print command (cntl-P). It never gets to the point of bringing up a print dialog box, you never get to select a printer. I don't think the error you refer to is "Photoshop has stopped working" is it?

I keep bringing this problem up because it seems like you and perhaps others at Adobe don't really understand the problem. If you did you wouldn't keep saying it is a driver problem when I can make this problem happen with a clean install with no drivers.

I have attached screen shot of the crash (note the File menu highlighted) and the list of installed devices (no printers - just the computer, the monitor and the keyboard receiver).

Allen

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Chris Cox

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We understand the problem as you and others have explained it.
Photoshop crashes due to bugs in some third party printer drivers when those drivers try to load previously used print settings.

Again, when you have no printer driver installed, Photoshop will give you an error about needing to install and select a printer driver before being able to print.
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Allen Roberts

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Chris:
I guess you didn't read the previous post, those screen shots where from a machine with no printer drivers installed. There was no error message about needing to install a driver, just a Photoshop crash. Therefore, no third party driver caused the crash. Do you see why it is difficult to accept your explanation?

Doesn't that concern you that there is a crash of Photoshop which is on a completely vanilla system?

Allen
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Chris Cox

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Again, when you have no printer driver installed, Photoshop will give you an error about needing to install and select a printer driver before being able to print.
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Allen Roberts

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Chris:
Did you look at the two screenshots in the preceding post? There is no drivers installed. There is no error about about installing or selecting a printer driver. I don't understand why you keep ignoring the facts of this problem.

What is problem escalation process at Adobe? I would really like to get to second look at this issue.

Allen
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Chris Cox

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AGAIN, when you have no printer driver installed, Photoshop will give you an error about needing to install and select a printer driver before being able to print. If it doesn't give you an error, then you have a driver installed.
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Allen Roberts

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Chris, I feel you are really off the point. Let's review how we got here.

1. I reported a crash 10 months ago when printing with CS6. You said it was due to a driver.
2. I tracked the issue down to the previous printer be used and the current file not having known printer info. You reiterated that it was a driver problem.
3. I found that Photoshop will crash every time when the spooler is turned off and the current file not having known printer info. You told me it was specific to my installation of windows.
4. I did a clean install of windows on a new machine and I ONLY installed Photohop and it still crashes every time (with the spooler turned off). There is NO third party printer drivers, or applications installed. Your explanation of a driver being responsible is incorrect because none have been installed. If there is a driver, it is installed on every windows system because I didn't install anything. Now you seem to refuse to acknowledge there is a problem.

This crash can be caused on a totally vanilla windows 7 system, therefore your assertion that it a third party driver problem is WRONG. I have posted screen shots of the crash and the list device file list to attempt to show there is NO driver involved.

Please, this problem can't be that hard for you guys to track down and solve. From a user's perspective it is REALLY painful to lose lots of work when Photoshop just crashes unexpectedly (the auto recover has never recovered the actual file lost when this crash happens).

Allen
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Brenda Courtice

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Allen- I totally feel your frustration.
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Brenda Courtice

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I'm having a similar problem and the same error message too. So annoying. It was working fine and then it crashes every time I go to select print.i tried changing the file type and updating drivers and updating photoshop.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Just updating the driver may not work. You may need to delete the driver, delete the printer, install the latest driver then install the printer.
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Allen Roberts

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Jeffrey:

Nice to have a new voice on this issue. I know you guys claim this all a driver issue, but I have been able to reproduce this crash with NO third party drivers on a clean windows install (only installed application is Photoshop). It seems like there is more to the problem than drivers.

Allen
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Chris Cox

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With no drivers installed, Photoshop tells you that you need to install a driver. If you are able to get to the print dialog, then you have a printer driver installed.
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Allen Roberts

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Brenda:

Sure would nice if Adobe would fix this problem. I first raised it 18 months ago.

In the meantime, there are a couple of workarounds.

1. Understand the problem is triggered from the **previous** printer selected. Once you figure out which printer that is, remember that when you use that printer, the gun is cocked and ready to fire.

2. The file that you want to print doesn't have printer settings that Photoshop understands. The easiest fix for this is to make a new blank document and slide all the layers into that document. Then you are safe.

I have noticed that there are more and more threads on the forum with complaints about this problem. Hopefully Adobe will address it rather than blaming it on a third party driver problem.

Allen
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Chris Cox

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Adobe cannot fix problems in drivers. Sometimes we can work around them - but even then we have to be able to reproduce the problem to figure out how to work around it.

The problem is not Photoshop understanding settings, but the printer driver apparently failing to understand settings provided by the OS.

Additional topics will not help fix your broken printer driver.
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Brenda Courtice

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I have drivers installed. I'm sure it's not a driver problem. It was working fine for ages, and my printer works fine through illustrator and through other applications. My only roundabout route was opening the file in illustrator after editing it in photoshop. I have tried updating my drivers but to no avail. I'd be intrigued to know what printers people were using which would cement the issue being one with photoshop not the drivers. I am using an epson xp 410.

Also Allen thanks for the helpful tips- I will try importing layers into a new document.
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Allen Roberts

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Chris:
I believe I can reproduce this crash on *any* Windows 7 machine with Photoshop (CS6 or CC) installed in about 2 minutes. I have a 100% success rate on about a dozen random machines. It doesn't matter what drivers are installed. As I have previously explained, to reproduce the crash, turn off the print spooler (under Manage Computer/services), open a file that Photoshop doesn't understand the saved print settings and press print.. CRASH!
How is this a driver problem?
Would be happy to swing by your office and crash your machine (if you have Windows 7)
Allen
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Chris Cox

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Again, Photoshop doesn't read the saved print settings - that's an opaque blob handed to Photoshop by the OS (which got it from the driver), and handed back to the OS which then passes it to the driver.
And again, Photoshop will give an error if no print drivers are installed, long before it gets to the point of handing around the OS print ticket.
And again, we cannot reproduce this problem with or without drivers (because it behaves exactly as I have already explained), except in cases of drivers with known bugs in the driver code.
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Joe Risk

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It's obviously a problem with Photoshop. People can blame divers all they want but knowing anything about computers it's obvious. The only solution I've come up with is to save the document as a png/jpeg. Then open that png/jpeg in a separate program and Print from there. Wasted a bunch of paper, time, and Ink trying to reproduce the new saved image because of reduce/enlarge but after I got it right, it works perfect every time
(Edited)
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Chris Cox

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We keep investigating, and every time it's an obvious bug in the driver, and the problem goes away when the driver gets fixed.
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Joe Risk

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Well at least there are work arounds as discussed here and in other threads. You can actually open the saved png/jpeg in Photoshop and it will Print from there, until you switch printers again I guess. I contacted Epson and they stated it was a bug in the Photoshop software not their driver. Adobe should just make our buy their own printer company and fix the drivers themselves. People would think highly of a printer made by Adobe because they already are associated with high quality imaging. Adobe can pay me a million for my idea now or when they make it happen. Whatever works for them:P Thanks for the update tho Chris, hopefully it gets resolved soon.
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Allen Roberts

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Chris:
I have never heard a response as to why the crash happens when no third party drivers are installed. When ever I ask that question, there is silence. It is very easy to replicate, every system I have tried it on has crashed. Makes it harder to place the blame elsewhere when there isn't anybody else.
Allen
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Chris Cox

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Allen - you were answered several times. That is because Photoshop won't print when no drivers are installed, and gives an error message instead about the need to install a printer driver and select a default printer.
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Janne Toriseva

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The same problem started here today. And only with Photoshop CC2014 with Windows 7. I've tried printing with both 64- and 32-bit versions of Photoshop.
Edit: This doesn't happen if I create a new file for printing in Photoshop CC. Only with documents from earlier Photoshop versions.
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George Gilliland

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I am having the same problem! After updating to Photoshop 2014 15.2 it started, I also still had Photoshop CC saved on my hard drive, so after 2014 would crash I could open CC and print from there, no problem. Thinking there was a conflict between the two Photoshops running I removed Photoshop CC, after which my computer saved the restore point. Now I cannot revert to Photoshop CC which was working....printing just fine.
As some others have stated, I have to save in Photoshop and open the file in another program to print. In my case I have to resize etc and open in Lightroom to print. Is there anyway to get a Photoshop CC only download?
This is just not acceptable....HELP PLEASE
George Gilliland
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Allen Roberts

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George:
This problem was introduced with CS6, so if it is the same problem it is probably not related to 15.2, you probably just stumbled on it. To tell if it is the same problem, does the crash happen as **soon** as you hit print or cntl P? Can you print successfully if you create a new document and drag all the layers of the file that crashes into it? If so, the problem has been around for 2 years. If not, you have found a new problem.
If you are banging your head against the old problem, you need to figure out which printer is causing the problem. To find that you need to find a file with invalid printer info, and you need to print to each of your printers, open the file and hit print. If it crashes you found the problem printer. When you use that printer, you need to follow up by printing to a good printer (you don't actually need to print, just get to the print dialog box and hit done). Then you are safe.

Best solution is pester Adobe for a solution (good luck... they have been ignoring me for two years).

Allen
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Chris Cox

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We keep explaining the nature of the problem to you - even if you don't want to believe the evidence.

And pestering Adobe won't change the bugs in your printer driver in any way.
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George Gilliland

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Allen, It crashes as soon as I click **PRINT** no hesitation...but it worked fine with Photoshop CC....just started with Photoshop CC 2014.

Thanks for you reply!!
George
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Chris Cox

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You are hitting a bug in your printer driver code. Check with your printer manufacturer for updated drivers.
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Janne Toriseva

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Chris, the problem doesn't exist in any other programs than Photoshop CC2014. Previous versions of Photoshop worked just fine with same printers, drivers and the same version of Windows 7. And the problem occurs only when trying to print Photoshop documents that are made with earlier versions of Photoshop. So, even if there was any problem between printer drivers and Photoshop it seems to be only between drivers and CC2014 because the previous versions of Photoshop have managed to work with the drivers with no problems - just like any other softwares.

No offence Chris, but because this conversation doesn't seem to go anywhere I wonder if there is any chance to get another expert from Adobe to read this tread?
Best,
Janne
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Chris Cox

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AGAIN, most other applications don't use the newer APIs that Photoshop uses -- so they won't use the same code and encounter the same bugs.
We have debugged this, and every time it turns out to be an obvious bug in the printer driver.
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Janne Toriseva

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Thank you for your answer. Doest the previous version of Photoshop CC use the newer API? It didn't have any problem with printing. Also the problem exists only with the documents that have been created with the earlier versions of Photoshop.
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Chris Cox

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People have been reporting the same issues with CC (as the topic title says) and CC 2014.
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Brenda Courtice

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Agreed, is there somebody else from Adobe that could give their opinion on this and help rectify this problem. I don't understand how it can be a driver issue if the previous versions worked fine on the same printer but now with the new cc photoshop , printing crashes constantly. By the way Chris, I tried updating my printer drivers .... Didn't work. Still crashes.
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George Gilliland

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Chris,
I tried downloading the latest driver for my printer, removed the old driver etc and installed the newest version just today, did the normal steps, shut down and reboot. Opened Photoshop and a normal file and attempted to print. Had exactly the same problem, as soon as I clicked on **PRINT** it crashed.
I'm a photographer and I use Photoshop just about everyday, I need it to print. Is there any way you could make the previous version (Photoshop CC) available for me to download.

Thank You
George
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Chris Cox

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If you have Creative Cloud, then you can download and install CC 2014, CC, and CS6.
But you are still looking at a problem in the printer driver. CC and CC 2014 use the same newer print APIs, but I believe CS6 was before we adopted all the new print APIs.
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Allen Roberts

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George:
If you are looking to go backwards to solve the problem, you will need to go back to CS5.
Allen
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George Gilliland

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Chris, I have Creative Cloud and looked everywhere I could think for downloads for CC and CS6...could you point me in the right direction, or a link would be preferable, to download Photoshop CC or CS6...I used Photoshop CC for almost a year without any printing problems.
Thank You
George
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Instructions for installing prior versions: http://helpx.adobe.com/creative-cloud...
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Allen Roberts

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Jeff.. I don't know how you guys are organized in the support group, but on this topic there is a feeling that voices and frustrations from the user community are not being heard. This problem causes headaches because it typically results all work being lost (the post crash recover never recovers the document being printed which caused the crash, just the other open files are recovered).
I brought this issue up 2 years ago. I tracked the problem to a very specific set of circumstances which definitely is related to a specific printers. However, I believe the problem also is a Photoshop problem because I can get the same crash to occur with just the stock Microsoft drivers installed with a clean install of Windows followed by the installation of Photoshop. Given that data, it is extremely hard to give Photoshop a pass on not being a significant contributor to the problem.
I and others feel that we have been getting a stock answer of it is the drivers over and over when I can show there is a Photoshop component as well.
I hope there can be a reconsideration to take a fresh look at the issue, especially to relook at why it crashes with no third party drivers installed.
I would be happy to repost to the screen shots and steps required to cause the crash.
I hope that with your title of Chief Customer Advocate you can help.
Allen
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George Gilliland

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Chris,
Thank you so much for the link and directions. I downloaded Photoshop CC and my printing problems are over. I can live without the updates to Photoshop CC 2014. I opened Photoshop CC and picked a couple of photographs at random, cringed as I clicked **PRINT** and NO CRASH...my print menu came up and I printed without any problem.
I can deal with this...

Thanks for your help
George
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Allen Roberts

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Chris/Jeffery:

I'm going to try again. Hopefully this post will not be deleted.

I once again installed windows from scratch. I only installed Photoshop, no printers or other programs. I opened a JPG file which had been previously printed. I hit cntl P (print). You immediately get this message.

When you click okay you get the print dialog box for the only printer microsoft installs with Windows, the XPS Document Writer.



Now... if I repeat those steps but first turn the spooler off (Manage Computer, Services, Stop printer spooler) , then photoshop will crash. The exact same crash that happens with some print drivers.
Here is the image of the Services window

And then the crash..


Okay.. I know it makes no sense to print with the spooler off. I believe that Photoshop has a problem handing the responses from the printing system. Specifically Photoshop attempts to query the last used printer immediately when print is selected. It is this query that crashes. In the case I have shown here, there is no third party printer to blame, the print system is OFF. Only Photoshop is involved. I believe this code is the same issue as when the other printers are involved (the crash signature is exactly the same in the two cases).

This doesn't actually require a new install I just did it to prove that it is not my system to blame. To make reproduce this, it just requires a file that has printer information that the current system doesn't understand and to turn off the spooler. That is why I explained I could do it with any system running Windows 7 (I haven't tried Windows 8).

I hope this will interest you guys in have a fresh look and fix this problem which I believes haunts lots of users. It should take you less 10 minutes to reproduce the problem (you must have a JPG file that get the message that the save print info is incompatible).

Allen
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Allen Roberts

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Chris/Jeffery:

I installed windows 8.1 on a different system and confirmed the same behavior. I also tested CC 2014 (latest version) on both systems and it also fails. All of these systems have only microsoft drivers which are installed as part of windows... no third party drivers.

Allen
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Allen Roberts

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Chris/Jeffery:

I was hoping when there was no response to my post that you guys were looking at the problem. As time goes on, I'm less optimistic that you are. I have noticed disturbing trend in your responses. If you can quickly suggest that is a driver issue, or point at some other issue in a user's post, you quickly respond. When I there is a clear issue with Photoshop, there is no response.

Allen
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Kenny McLean

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Hi,
I just wanted to add another voice to this problem.
I have just installed windows 7 on a brand new machine and have had problems since virtually day one.
At first I believed it to be a printed driver problem as at that point i had three printer drivers installed.
I removed the two laser printer, one colour and one mono which left an Epson inkjet.
I still had crashes whenever I hit print.
I removed and reinstalled the epson driver. I downloaded a whole range of Epson drivers and tried them all.
My other apps print quite happily using all these drivers but Photoshop falls over every time I try.
I tried copying the layers from my existing document into a new one. This let me print once but then fails.
I tried saving the files a jpg and this also worked, this time for a few documents
then failed.
I have this afternoon tried saving as png and, as of 5pm things were looking good.
I have yet to try printing from my macbook pro but will be interested to see how I get on.
anyway, I would like to add my voice to those requesting a fix

Thanks

Kenny
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Allen Roberts

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Kenny:
I assume when you say problems, it is that Photoshop crashes (Photoshop has stopped working message). If that is correct, you probably have the same problem as this thread.
Understand, that for each file that you open that has a printer that photoshop doesn't understand has the *potential" to crash. This probably is every file because you have a new machine and all the saved printers would have been on a previous system and unknown to photoshop on this system. This means that you will need to copy the layers over to a new document before you hit print unless you know the previous printer was okay. I don't know the universe of printers that makes Photoshop crash, but in my experience I have seen problems with Samsung and Ricoh. I haven't seen problems with Epson. Key to remember it is the previously used printer and that file has saved printer information that Photoshop doesn't understand.
Best fix would if Adobe would solve the problem.... in the meantime (which might be a long time)... use a new document to print from.

Allen
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Chris Cox

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Right now, it looks like the only way to "solve" the printer driver issues is to never remember previous print settings. As long as drivers fail to follow the Microsoft guidelines on loading print settings from older or different printers, the drivers can continue to crash.
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David Hornsby

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I have same problem with Photoshop CC just updated April 2018. Crash when hit print of a previously saved print to Canon Pro 10S. Ironically loaded into Elements 13 and set Photoshop handles colour again and Tetenal paper profile and prints OK. Save that in Elements even with printer handles colours and load into CC and still crashes. Would Canon driver reinstall help?
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Janne Toriseva

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While the file you want to print is open, create a new empty file, choose print in that file and select another printer than your Canon. After that click 'accept'. Now go back to the file that you really want to print and you should be able to print it with your Canon. You have to do this every time.
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David Hornsby

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I don't seem to have to do it every time. Have to see if comes back after a re-boot of Windows
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Kenny McLean

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Hi Allen/Chris,
Thanks for the speedy responses.

Allen,
I have tried the new document trick several times over that past couple of weeks and it doesn't work now.
It did work one time and then stopped working.
I believe it may have worked on the odd occasion since then but I have been trying that many things I can't remember. I have the feeling that it works when i re-install the driver but can't swear to that.

Chris
your workaround sounds like a good idea.
Can you tell me how to go about getting photoshop to never remember the print settings?

Thanks again

Kenny
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Chris Cox

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The code in Photoshop would have to change to allow that. And it really isn't a viable option (though it would be a good diagnostic test for bad drivers).
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Allen Roberts

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So Kenny... If you create a new document then hit print and it crashes this is a different problem then the one on this thread.

I'm also interested to hear how from Chris how to turn off photoshop saving print settings

Allen