Photoshop CC hangs for several minutes on file/open on MacOS

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  • Updated 5 years ago
  • (Edited)
This has been discussed elsewhere here, but the proposed solution was to reinstall the OS, which I am really not ready for!

CS6 works very fine on my recent MacBook Pro, so do all other CC 2014 apps I've newly installed since last week. Only Photoshop hangs on file/open.

Has anyone found a solution that doesn't require a complete OS re-install?
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Herbert

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Posted 5 years ago

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Chris Cox

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Does it hang before showing the OS open dialog, during the OS open dialog, or after you commit to opening a file?
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Herbert

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Thanks for your quick reply Chris! The app hangs before the OS open dialog appears, just now it took 3 minutes. And to clarify, this happens only the first time after launch, subsequent attempts are working fine.

I just did a font validation, no errors. No additional plugins installed yet.
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Chris Cox

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OK, at that point Photoshop is doing nothing, and the OS is getting information to populate the dialog.

What OS version are you using?
Can you get a sample of the app while it is hung (using Instruments, or Activity Monitor double click the process and sample) ?
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Herbert

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Thanks Chris. I should revise the symptoms as I just noticed that about 10 seconds after Photoshop launched the beach ball appears for 3 minutes, without me doing anything, like trying to open a file. I noticed that Photoshop is not responsive using 98% CPU in Activity Monitor and a thread called ReportCrash is also using around 40% CPU. So I sampled both and saved the files. They are both very long, do you want me to post them here, or is there an email or Dropbox I can send them to?
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Chris Cox

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email or send a dropbox link to ccox at adobe dot com
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Chris Cox

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And yes, if ReportCrash is running, that can cause things to hang a while. It could be that your video card driver is crashing the GPU Sniffer, and Photoshop is waiting for the sniffer to exit.
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Herbert

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Email with 4 files sent.
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Herbert

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Looks like I made some progress: I found the Creative Cloud Cleaner Tool, ran it to remove files I didn't know still existed all the way back to CS3. Now Photoshop CC doesn't hang anymore on launch. Go figure!

Console still throws some errors though:

7/18/14 10:57:36.196 AM gkbisd[209]: Unable to collect cdhash for /Applications/Adobe Photoshop CC 2014/Adobe Photoshop CC 2014.app (error code 100024)

7/18/14 10:57:37.967 AM Adobe Photoshop CC 2014[79039]: Performance: Please update this scripting addition to supply a value for ThreadSafe for each event handler: "/Users/herbert/Library/ScriptingAdditions/SpiceShaker.osax"

7/18/14 10:57:41.396 AM Adobe Photoshop CC 2014[79039]: CoreText performance note: Client called CTFontCreateWithName() using name "Times Roman" and got font with PostScript name "Times-Roman". For best performance, only use PostScript names when calling this API.

7/18/14 10:57:41.396 AM Adobe Photoshop CC 2014[79039]: CoreText performance note: Set a breakpoint on CTFontLogSuboptimalRequest to debug.

7/18/14 10:57:41.403 AM Adobe Photoshop CC 2014[79039]: CoreText performance note: Client called CTFontCreateWithName() using name "Arial" and got font with PostScript name "ArialMT". For best performance, only use PostScript names when calling this API.

I don't understand the first one, but the rest seems to be font related, though I have validated all fonts on my system just yesterday with no errors coming up.
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Chris Cox

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The font ones are harmless. The SpiceShaker scripting addition might be a problem, and probably does need to be updated.
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Herbert

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Thanks Chris. I deleted SpiceShaker scripting addition, part of VideoBox by TastyApps, don't use this app any more, uninstalled it but their uninstaller had left this file behind ...
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Chris Cox

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From the email, it looks like Photoshop is waiting for the dynamic media server to launch, and it crashed for some reason so the OS is waiting for ReportCrash to complete. We are working with the video team on this issue.
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Adam Jerugim, Employee

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Go to Preferences > File Handling. Is Adobe Drive enabled? If so, disable it and see if that helps.
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Herbert

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Adobe Drive is not enabled.
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Anthony Walker

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I think I have the same problem. (OS 10.7.5)
PS CC 2014 hangs when dialogue box:- query transfer CS6 presets displayed.
The box is initially normal then both yes/no buttons go white and iMac is completely unresponsive.
A couple of times, instead, a blank Welcome box is displayed before the cursor gives way to the ball of death.
Have unticked graphics box in preferences.
Have uninstalled then reinstalled PS CC 2014 with no change.
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Shannon ODonnell

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This just started happening to me tonight! Photoshop CC 2014 hangs just after displaying the File Open dialogue box, but before displaying anything in that box.

Never clears up! Tried uninstalling/reinstalling PS CC 2014, no luck.

What the heck?!?!?!?

I pay $50 a month for this crap and it doesn't even work!?!?!??!
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Chris Cox

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What OS version are you using?

Do you have any utilities installed on your system that modify the behavior of the OS open/save dialogs?

And please remember that while you may be experiencing a problem on your system, millions of other users are not experiencing the same problem on their systems.
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Shannon ODonnell

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No, nothing new. It had been working fine yesterday evening which was the last time I used it. I don't know if any updates came in via Windows Update or not since then. I don't think so but anything is possible.

I see that this is a problem that has affected not just me though, despite the millions of people who are using it without problems on their systems...(see, you thought I'd forgotten that millions of other people were using it without problems on their systems now didn't you?!?!? :-) )

Windows 8.1 - been running just spiffy since the day it came out until now. Now it's unusable.
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Chris Cox

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The previous problems mentioned in this topic were on MacOS. And there are some known bugs in MacOS that can cause delays in the open/save dialogs.

The few times we've seen similar problems on Windows, it has been due to bad filesystems (failing disk, bad network volume, etc.) or bad utilities (bad version of anti-virus, bad OS extensions). So it comes back to: what changed on your system?
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Shannon ODonnell

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Yeah, can't help you with that one chief. I agree that if something did change on my PC between last night around 10:30 when I used PS CC 2014 last, and this evening...I'd be right there with you.

But, to my knowledge, nothing changed. The PC wasn't used for anything in between other than sending / receiving emails (no, didn't open any attachments but good thought there! :-) ) and looking at Facebook and YouTube.

Now, having said that, I agree that something is definitely different but I don't have any idea what it was that must have changed. It wasn't anything I did and I'm the only user of this PC. No new software, drivers, hard drives, moving of files, etc... in the last 48-72 hours at least. It IS possible that Windows Update changed something as it's set to auto update. I didn't look (yet) to see if any updates were applied last night but probably will when I get done with this post.

But anyway, I uninstalled PS CC 2014 AGAIN! (3rd time) and checked to have it remove Preferences (AGAIN!), rebooted...went in and this time I used Windows Explorer to go in and manually delete the Program Files/Adobe/Adobe PhotoShop CC 2014 folder, rebooted, launched Creative Cloud, reinstalled Photoshop CC 2014 (again) and this time I was able to get the Open Dialogue box to work correctly after this third install.

Something was just hanging in that Photoshop CC 2014 folder is all I can think because when I manually deleted that folder and everything left under it after I uninstalled the software, then reinstalling allowed it to function correctly. Some file or something evidently was locked or corrupted or something in that folder or one of its subfolders.

Thanks for your time! At least when the next person this happens to, or is currently trying to resolve, they can try my solution and see if it works for them.
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Chris Cox

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Other than third party plugins or preset files you added, nothing would remain after the uninstall and reinstall. And uninstalling with preferences removal also removes all the prefs files. So basically you did the same thing three times and it finally changed something, but we don't know exactly what it changed.

I haven't dismissed the issue - I am trying to help you figure out what was going wrong with the OS open/save dialogs on your system. But I do know a bit more about the code, the OS APIs and issues, what can go wrong, and what we have seen go wrong on other systems. So I'm starting with a very educated guess.

And no, if hundreds of people are having a problem with Photoshop - we hear about it almost immediately (frequently before the third party or OS vendor responsible for the problems).

So I'm going to suspect that the problem will reappear soon - depending on what ever it was on your system that triggered it in the first place.