Photoshop CC crash/freezes PC when opening RAW files.

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  • Updated 4 years ago
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I downloaded and installed CC Photoshop, Lightroom and Bridge yesterday and I am unable to open RAW files with either Photoshop or Lightroom. As soon as I attempt to the PC freezes and I have to reboot the system after turning off at the plug socket. I've spoken to customer support who talked me through all of the obvious troubleshooting questions and unable to identify the problem have said that they'll call me back within 24 hours but I was wondering if anyone on here could help? It is a fresh install of Windows 7 (I had the same problem with my previous install and thought a format and reinstall might help) on the SSD and all of my graphics drivers etc are up to date. The RAW files were created with both a Canon 7D and a Canon 5D. Oddly I can open DNG, JPGS etc the only problem seems to be RAW.

PC specs are as follows:
CPU: AMD FX 8-Core FX-8350 @ 4.0Ghz
SSD: Samsung 840 Series Pro 128Gb - 2.5"
HDD: Western Digital - 1Tb
RAM: Corsair Vengeance 16 GB (2 x 8 GB) DIMM 240pin - 1600 MHz
GPU: XFX Radeon HD 7870 DD edition 2GB GDDR5 Graphics card (Dual DVI, HDMI, & mini display port)
OS: Windows 7 Home premium edition
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Penny Fillingham

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Posted 4 years ago

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Steve Sprengel, Champion

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When you say "open" what does that mean in Lightroom, that you cannot bring up the Import grid or you can import them, but once the previews start to display or once you go to Develop LR hangs?

And what does it mean in PS, that the ACR plug-in doesn't open or that once you click Open from the ACR plug-in, PS hangs.

Are the JPGs and DNGs you're resting that seem to work come from the same camera or something with a smaller sensor? You might try DNGs converted directly from one of the raws you're also trying to work with and see if they have the same issue.

A hang sounds like a hardware issue. If this is a home-built computer then perhaps something isn't quite compatible.

Does PS work if you turn off the Advanced Graphics open in Preferences / Performance? If you have a way to change the graphics card with some onboard video option you might try that to see if that clears things up.

I'd also suspect memory, because processing raw images is very memory intensive. If you can remove one of the two memory chips that is a way to test for a bad one of those, or if you have older memory laying around, swap the new chips for the old ones. You might also do a memory test to see if something is iffy, or even just reseat the chips in case their connections aren't solid.

Some things that is shared between PS and LR are the camera-raw defaults under your Users folder and camera-raw cache, so you might try moving the camera-raw cache to a different hard-drive.

Basically you want to swap out one hardware component at a time and see if any of that makes things work, that way you have a lead on what hardware could be an issue.
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Penny Fillingham

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Hi Steve, thanks for your reply.

Yes LR allows me to import a batch of RAWS but crashes as soon as I click on an individual file. I've tried opening them in PS via bridge,ctrl O, and by simply dropping them into PS. All cause the PC to hang.

The DNGs are from the 7D of the same RAW files, I had CS3 before so had to work with converted RAW's.

I've tried turning off advanced graphics, same result.

I'm not quite sure what you mean by moving the camera-raw cache?

It is a home build PC, built for gaming, it's only 3 months old and runs any game like a dream with no problems. Do you think it could be that the hardware incompatibility is just with PS? I do have another graphics card that I can test it with, I've read a few bits online saying that the Radeon can cause issues with PS but can't access the PS forums to read everything fully due to site maintenance, it is on the list of tested cards on the PS website though. I'm 99% sure that the RAM is sound, there are no issues in device manager and it's all recognized but I'll open it up tomorrow and try reseating and swapping the strips around just to be sure after I've tried the other graphics card.
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Chris Cox

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If the whole machine locks up, reboots, or shuts down - then you are looking at an OS bug, a low level driver bug, or bad hardware. Application software cannot cause that behavior. On modern operating systems, even if one application locks up/freezes - it cannot stop the rest of the applications or the OS from functioning.

The most common cause we've seen is defective RAM, with defective hard drives coming in a distant second. But we've also seen bad graphics cards, motherboards, power supplies, CPUs, RAM support chips, etc. cause similar problems (a few companies put out whole series of machines with bad motherboard designs that had to be replaced).

Most likely what is happening is that ACR is using optimized routines that move memory faster than many other applications (though Photoshop, Premiere or After Effects might have the same effect) and causing marginal hardware to show problems. This sometimes happens when the RAM doesn't have a sufficient power supply, or insufficient decoupling capacitors.
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Penny Fillingham

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I appear to have fixed it, before I started messing around inside the PC I simply took the HDMI cable of my second monitor out of the graphics card and now it's working. It looks like I'll just have to put up with using one monitor. Thanks for your help folks! :)
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Chris Cox

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OK, I'll add "overloaded video card" to the list of possible culprits...
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Jerry White

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Mmmm, this might explain my problem also. About two weeks ago a red line (one pixel wide) appeared down the right side of my screen. This happened about a year ago, but it went away. Now it seems stuck there. I've checked and it appears to be the on-board video card.

Just recently though, I find that if I open CC 2014, and after doing whatever I need, I minimize rather than closing. Now, if I leave the computer on for an hour or so without using it, when I come back I have a black screen and nothing short of unpluging will bring it back to life.

I manually turn it off (hold the button in for about 7 seconds) then unplug, wait till the green light on the back goes off and then plug it back in. It will then boot (rather slowly) and works as normal. Reading through the above, it appears that my video card may be the culprit in both my problems.
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Penny Fillingham

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Hi Jerry, it turned out that the video card wasn't causing the issue, I meant to post on here but never got round to it. It took about a week of frustration to work it out but what I eventually had to do was underclock my CPU. Luckily my motherboard comes with a bit of software to do this so I don't have to go into the BIOS every time I need to use Photoshop. As long as my CPU is running at 3.5Ghz rather than 4Ghz Photoshop runs brilliantly and can open 100 RAW files in under two minutes. I haven't got a clue why this is and only found the solution on a whim while trying to fix the problem.
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Jerry White

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Thanks Penny. Guess I'll have to keep looking for the reason mine freezes up on me. I've got to replace the graphic card anyway to get rid of that annoying red line.