Photoshop: CS6 crashes when print is selected

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  • Updated 4 months ago
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Hi
I get very repeatable crashes with photoshop CS6 when a printer has moved from USB port to another. Photoshop keeps info about the last used printer associated with a file and if that printer has an issue, CS6 will often crash. Here is the signature:

Problem signature:
Problem Event Name: APPCRASH
Application Name: Photoshop.exe
Application Version: 13.0.1.0
Application Timestamp: 5022da9d
Fault Module Name: StackHash_abd3
Fault Module Version: 6.1.7601.17725
Fault Module Timestamp: 4ec4aa8e
Exception Code: c0000374
Exception Offset: 00000000000c40f2
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: abd3
Additional Information 2: abd37d272f1b32d78fe153539d0c1b7c
Additional Information 3: 73bd
Additional Information 4: 73bdc1db017ff90109a67fa2da91a7f3

If the same file is opened again, it will crash again. Solution is start with a new file and move all the layers to the new file.

I have seen this behavior on multiple computers, with different printers, so not likely to be a driver problem.

Allen
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Allen Roberts

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Posted 5 years ago

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Chris Cox

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Photoshop doesn't know or care what port the driver is connected to (that part is managed by the OS).

But the OS and the driver do care.

What model printer are you using?
And have you checked with the manufacturer for updated drivers?
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Allen Roberts

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Chris:
Photoshop does remember what printer was last used for a file. So when that file is opened the last used printer for that file is the "default" printer for that file. I think Photoshop also does an inquiry to driver to pull up the defaults (that is my guess) when the Print is selected from the menu. It is at that point that Photoshop crashes, before the print dialog box is presented. In CS5 I would see a similar behavior, just didn't crash. Instead it said that the selected printer didn't exist and it would not let you select a different printer. Same fix then as now with CS6.. create a new file, drag all the layers over and start with the system default printer.
In CS6 I have seen this behavior on multiple printers (all drivers are current) and multiple computers. Most often is with DNP printers because their driver doesn't remember what serial number is with which driver, so when a printer is moved to a different USB port, a new copy of the printer is created which lives an orphan copy which seems to trip up Photoshop. I have also seen this with Ricoh printers.
Allen
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Chris Cox

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Yes, you need to contact the printer maker and have them fix the driver code responsible for causing this crash. No, you shouldn't have to use such painful workarounds to avoid the bugs in your printer driver code.
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Sergey Khoroshavin

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Chris, you, as always - the best. Crash Photoshop? Write to claim printer manufacturer, and no matter what other software do not crashes. ;)
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Sergey Khoroshavin

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Even your software - Lightroom, has no such problems as Photoshop. Correct method of printing in Photoshop something he did not cause it to fall to print! How much i mast pay for you my money for not a stable product?
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Chris Cox

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Other software that uses the same APIs also sometimes runs into the same problems. Yes, we have debugged this many times, and keep finding bugs in printer driver software.
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Allen Roberts

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Refueled:
I downloaded the Ricoh printer driver for the C2050. Yes, it has failure. It fails in a similar place as my samsung printer, getting the DocumentProperties for the previous printer (which is the C2050).

Call stack for CS6:
WINSPOOL!DocumentPropertySheets+0x3353
WINSPOOL!DevicePropertySheets+0x2a5
WINSPOOL!DocumentPropertySheets+0x27a
WINSPOOL!Ordinal212+0x2dc
WINSPOOL!DocumentPropertiesW+0x53
Photoshop+0x1376f10
Photoshop+0x979602
Photoshop+0x97b0ff
Photoshop+0x97b48c
Photoshop+0x97b65d
Photoshop+0x97d47e
Photoshop+0x12dcafd
Photoshop+0x131dd89

Both crashed in DocumentPropertySheets.

CC2014 has a similar call stack (fails in the DocumentPropertySheets as well).

Of the half a dozen printers that I have looked at, all have a similar place in Photoshop were the code fails. Yes, Chris is right that some times the actual crash is in the printer driver code itself, but the signature is basically the same in all cases.

In my experience, the printer will print fine, it is just the query that Photoshop does of the previous printer when the current document doesn't have valid print info that causes this crash.

Deleting preference is much more painful than do , , select your OfficeJet click on Done. To bad it can't be automated or scripted.

Allen
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Allen Roberts

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Chris:

I wasn't implying this had anything to do with Photoshop's USB or network connections, but instead my belief the crash occurs when Photoshop queries a stale printer instance for settings. Perhaps that is not so common with most users who don't frequently reconfigure their printers.

Perhaps there is some driver issue, but it doesn't seem that should Photoshop to crash with a corrupt heap in it's own memory space.

What additional information would be helpful?

Allen
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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OS/version, Driver/version, printer model.
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Chris Cox

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Photoshop queries the OS. The OS or driver may crash with a stale reference, but Photoshop has no knowledge of the printer's location or connectivity. The OS print code and driver load in the application's space, and crash the application when they have bugs.

Yes, we need to know the OS version, printer make and model, and the driver version.
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Allen Roberts

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Chris/Jeff:

O/S is Windows 7, x64 SP1.

Printers:
Epson C88 - Ver 1.0
DNP DS80 - Ver 6.0
DNP DS40 - Ver 3.2
Epson 7880 - Ver 6.52
Samsung CLP 310 Ver 3.04.85:44
Sony DR150 ver 1.1
Kodak 9810 - ver 2.1.0.2
Canon Pro9000 - ver 2.23
Ricoh - SG3110 - ver 32

Allen
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Chuck Tintera

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I am having a very similar problem.

Photoshop (Design and Web Premium, CS6) crashed when I was trying to print.

Windows XP Professional SP3, printer is a networked Epson Stylus Pro 7600, driver is Version 5.52.

I can print the same file to the same printer (Epson 7600) using CS5 (Photoshop 12.1.1. x32)

And the fault began when I was printing from CS6 two different image to two different printers, the Epson & a Noritsu. They are both networked.

Just for giggles I'm going to try to print the file that was open when the crash first occurred to the Noritsu, close & save it as a second copy, and then reopen it a try to print to the 7600.

Might work.

cvt
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Chuck Tintera

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I closed CS5, re-opened CS 6, then the misbehaving image. Tried to print it to the 7600 - crashed again.

Reopened CS6, reopened the misbehaving image, opened another (entirely different image), Ok, so far.

Printed second image to Noritsu - OK, printed second image to 7600 - also OK.

Means that the bad mojo (?) is attached to the image, I think (?).

Went a step backward to the first image's PSD file, flattened it and that also prints to the 7600 OK.

So whatever is going on is attached to the image file that was misbehaving.

I have discarded the bad file, replacing it with a new flattened version of the PSD.

cvt
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Chris Cox

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Yes, the last used print settings from the image are triggering a bug in the printer driver or OS printing code.
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Melody Sowa

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I am having exactly the same problem. When I try to print from CS6, error message opens stating that I cannot print until I select a printer. How do I select a printer if the print dialog box doesn't open? All menu print options are gray.
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Chris Cox

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Select a default printer in the OS print settings.
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Melody Sowa

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Thanks. I have a printer set as a default in the OS control panel. However, the same error message appears when I try to print the file. I have access to 2 network printers and one local. Error message occurs on all three printers. Drivers are up to date. I can post screen shots.
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Melody Sowa

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I am able to print the same files successfully from AI (PSD, JPG, etc). It seems to be a problem with just Photoshop CS6. Photoshop CS4 will print fine. Hmmm
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Allen Roberts

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Chris:
Just an update on my original post. I didn't get any feedback after posting the versions of the drivers.
While I do like a number of the new features in CS6, for most of my production work I have reverted back to CS5 which doesn't crash when printing. That CS5 works, seems to point more to CS6 than printer drivers.
I do disagree with your statement that photoshop doesn't keep state information about what printer was last used with a specific file. It clearly does keep that state information including color space, and last used printer settings. It is not an OS query as you suggest, it is associated with that file. The crash occurs when the printer is different than photoshop last used it for that file.
Allen
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Robert Vary

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Chris, I believe Allen is correct. Photoshop does indeed keep state information. I have exactly the same problem. Certain files always crash PS under either CS6 or CC. I have the latest drivers, the latest updates to Win 7 and obviously the latest update to PS. But a handful of files always cause PS to crash when Print is selected.
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Robert Vary

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I've spoken with Epson and they say the problem is definitely not with their driver and that it's Adobe's problem. I tend to agree with them since I can print the same pictures that crash PS from other applications.
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Chris Cox

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That alone is not evidence that the problem is in Photoshop.
Different applications call different APIs, with different options.
The driver can return bad values that cause a crash (ie: bad pointers that are non-null).

And almost every time we investigate crashes like this, it turns out to be a bug in the driver.

And no, Photoshop only keeps the print ticket it got from the OS, which the OS and printer are supposed to consume without error.
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Allen Roberts

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Chris:

Still have crashes with CS6 Photoshop due to printing. While perhaps it easy to say it is drivers, I have this problem with Epson, DNG, Ricoh printers, can it really be that every manufacturers have defective drivers? And if the problem is the driver, why is that when the same layers are moved to a file and reprinted it works great?

Allen
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Chris Cox

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And yet millions of other users don't have problems printing? What is different about your system? All it really takes is for one of the printer drivers to be bad, and that can mess up all of them.

So far, the problems we've tracked down the cause of have all been in the printer driver.
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Allen Roberts

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Chris:

I have 3 systems all experience the same problem. I have two friends that also have the same problem. My experience base is that 100% of the systems have the problem. Others on this thread have commented they have seen the same problem.

In CS5, I would see this behavior, but then it would say can't find the printer. In CS6 it just crashes.

What does it take to track down the problem and prove me wrong?

Allen
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Allen Roberts

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Chris:

Just verified the latest update still has the problem...

Problem signature:
Problem Event Name: APPCRASH
Application Name: Photoshop.exe
Application Version: 13.0.1.0
Application Timestamp: 519c8a03
Fault Module Name: StackHash_1312
Fault Module Version: 6.1.7601.18229
Fault Module Timestamp: 51fb164a
Exception Code: c0000374
Exception Offset: 00000000000c4102
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: 1312
Additional Information 2: 13129e123f36593daeb7b24571f02a5e
Additional Information 3: 0faa
Additional Information 4: 0faa15d8236992e31f00407105171403

Allen
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Robert Vary

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There's a certain arrogance on the part of Adobe. They won't even admit there's a problem let alone try to find a solution. Photoshop obviously has problems with multiple models of printers from multiple vendors. It's time to take a hard look at how Photoshop is interacting with drivers in general.
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Chris Cox

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We keep investigating, and keep tracking the problems to bugs in the drivers or bugs in the OS. The ones we know about, we try to work around and add safety code to prevent them from crashing Photoshop.

Again, you have to ask what is different about your system? Why does it crash while millions of other users are printing without a problem?
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Allen Roberts

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Chris:
I have 3 systems.. some very basic windows 7 configurations. They exhibit this failure with multiple different manufactures of printers. What is different and as I explained in the beginning, is when a file is opened that has successfully printed on printer A and now printer A is gone or has changed to a different USB port (so the name has changed). I suspect that most users don't have this happen as often as I do (probably most never change the printer port). Photoshop tries to get the configuration information for the previously used printer and that is when the crash happens. You say that Photoshop doesn't do attempt to get the previous settings, but try this experiment:

1. make a new file.
2. Print to a non-default printer with specific color settings and printer settings.
3. Save the file
4. Close the file.
5. Re-open file and attempt to print

You will find that it has remembered what printer you used and what the specific settings used. Those settings are saved with the file. This is an extremely helpful feature that was introduced I think in CS2. But In several releases it has caused crashes when the printer moved (I think CS3 and now CS6).

I expect that if you move the printer to a different port (assuming Windows 7), you might be able to replicate the crash. Once the file causes the crash, it is pretty repeatable.. You can open the file and try and it will crash again. To solve the problem.. create a new file, slide all the layers over and print. Now the print dialog goes back to the default printer.. and you set it up again with the correct printer and settings and everybody is happy until the printer moves again.

Allen
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Chris Cox

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There are millions of other Windows systems that do NOT have these crashes happening. But your systems do. So what do you have in common between those systems?

And I don't recall previously seeing this "move the printer cause a crash" problem. It seems to be something on your systems.

And the moving of ports and crash following the file sounds very much like a driver bug where it cannot consume the print record that it gave the OS (and then to Photoshop). Yes, Photoshop gets the print record from the OS, and stores it, then hands it back to the OS, and the OS gives part of it to the printer driver -- which is how the OS print APIs are supposed to work.

Plus, we have printers move or disconnect all the time at work -- and no crashes like this.
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Allen Roberts

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Chris:
Perhaps many users suffer in silence.. that is the case with the other users that I know have this problem.. they have not submitted anything.

I have seen this problem manifest on systems that are clean Windows 7-64 bit, CS6 install, nothing fancy.

Let's assume for minute this is driver problem. If that is the case, something in CS6 has become much more sensitive to the problem. In CS5, it "fails" very gracefully, it says it can't get the printer information. In CS6, just get a Photoshop CS6 has stopped working message and all your work has been lost. Yes, CS6 has added recovery, but I have never seen it actually recover the document that was actually trying to print at the time.
Again it is hard to understand how drivers like Epson, Ricoh have this error that only seem to cause CS6 to crash, not other applications and not CS5.
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Chris Cox

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If this was a Photoshop bug, it would be affecting almost everyone.
And yet there are only a handful of people seeing the problem.
That's not silence, that's just a few people with bad drivers or other problems on their system. And when we work closely with similar users to find the cause - we find bugs in the drivers.

I know it's convenient to blame Adobe for your driver problems - but simple logic rules Adobe's code out as a cause for this issue. History further says that this is a driver issue (since other users have seen similar problems caused by buggy drivers).

We don't have your system - so we don't know exactly what is wrong with your system that causes it to crash while other systems don't. All we can do is look at the symptoms you give us tell you what could or could not be the cause based on logic and our experience with the Photoshop code and previous customer issues.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Allen,

What happens if you hold the space-bar when selecting File > Print (this forces the driver to try and print without the previously used driver settings stored in the file)
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Allen Roberts

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Jeffery:

Thanks for the suggestion, but it doesn't help. But I did learn a little more about the problem which may give a little ammo to Chris' theory about it being driver related.

The problem occurs when Photoshop wants to display the message "The saved information is not compatible with this version of Photoshop...." when the printer information can't determined (the printer moved as an example). What I figured out is the problem is dependent on what is the last printer used. It doesn't crash every time because it is a conjunction of the previous printer and that the file being printed not having valid print information.

I have disputed Chris' theory about being printer related because every printer seemed to have the problem, what I didn't realize is that is related to the previous printer.. which potentially is a smaller universe.

Another tibit is that if you do Print One Copy, it doesn't crash and if you bring up print after that it doesn't crash, it successfully brings up the printer settings for the default printer (not the last used printer). So it clearly is a problem bringing up the print settings.

On some of the threads about printer crashes, people say the problem goes away when they delete preferences. That makes sense because the last printer used is in preferences. It doesn't actually solve the problem.. it will happen again when they happen to hit the wrong printer used before and a file with invalid printer info.

What is true is that I never seen CS5 do this, but with CS6 I can reproduce the problem at will. I further did the same sequence of printing, opening, printing which will crash CS6 and it doesn't crash CS5, it brings up the correct dialog box (The saved information...").

Allen
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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That's strange that having the file ignore the old settings doesn't help. Let me me see if I can dig up any other troubleshooting.
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Allen Roberts

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Jeffery:

A couple of tidbits on the spacebar. Is that a new feature in CS6? I asked because I tried it in CS5 and it doesn't seem to have any effect.

Using CS6: If the file doesn't have valid print info and the previous printer is a happy printer then the holding the shift down does go right to default settings as you suggested it would. If the previous printer is an unhappy printer, it crashes.

Just so you understand it usually takes a while to bring up the printer dialog box in photoshop. In the case of the crash it is instantaneous after hitting cntl P.

Allen
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Chuck Tintera

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I am seeing this.

Some images, previously printed, will crash Photoshop/CS6.

Photoshop/CS6 got to the point that we had to reinstalled, the OS is WinXP by the way.

The solution I found was to open the "bad" file, duplicate the canvas (same size and resolution) and drag/copy the layers over to the new canvas. This gave me a savable and printable image.

A work-around albeit very clumsy.

Additionally what I am seeing is that Photoshop does not always command the printer driver completely.

Like this: If the defult in driver B (at the OS level) is a 5x7 print and I'm printing 8x10s thru driver A to printer A and then try to print to printer B thru driver B with a different image I'll get a 5x7 print irregardless of the image/canvas size in Photoshop and I don't mean that the driver adjusts the output size, it doesn't, I get a snigle 5x7 print - a portion (only) of the image I'm trying to print and I don't see a size mis-match message.

FWIW Driver A is not precisely the same as driver B, Driver A cannot print to printer B and vice-versa and printer A is usually a 4x6, 5x7, 8x10 printer while printer B is used to make 11x14 prints though it does have stock in it (seperate cassette) to make 5x7s.

cvt
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Allen Roberts

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Chuck:
I think your first problem is the same or similar to mine. Try this keeping track of the last printer used before the crash. Perhaps you will find that it tends to be the same printer (or a sub-set of your printers). The bug in Photoshop seems to occur when the print info save with the file is not understood ("The saved information is not compatible with this version of Photoshop...) and the previous printer is a select group.

I'm hoping that with enough info, Adobe will track down the issue.

On your second problem, it could be related to switching printers, but perhaps not. I frequently see a good image for the print preview, but when I go to print I get a clipping message. I go back to print dialog and now the print has magically rotated or is the wrong size. I hadn't related that to switching printers, but will see if that correlates. It looks like you have that on a Dye-sub. Which vendor are you using?

Allen
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Piers Allbrook

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New file. (and any other Photoshop file)
Print
Message 'The saved print information is an incompatible version. It has been set to default values.'
Enter
Message 'The saved print information is not compatible with this version of  Photoshop or the saved printer is no longer available.'
CRASH

Since new file no saved printer information.
Same with all printers weather set to default or not. All printers set up correctly and work with all other applications.
One version of Photoshop, CS6
Same with saved files created on same computer same instillation of CS6.

Conclusions
1. Photoshop has 'stuck on a corrupted version of ITS printer settings and these cannot be erased by space bar and print.
2. Photoshop CS6 problem

Resolution how to erase saved print information?
Where does Photoshop CS6 keep it 
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Allen Roberts

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Just an update to this problem. Tried it on Creative Cloud and it still crashes.

Problem signature:
Problem Event Name: APPCRASH
Application Name: Photoshop.exe
Application Version: 14.2.0.515
Application Timestamp: 52a8330b
Fault Module Name: StackHash_abd3
Fault Module Version: 6.1.7601.18247
Fault Module Timestamp: 521eaf24
Exception Code: c0000374
Exception Offset: 00000000000c4102
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: abd3
Additional Information 2: abd37d272f1b32d78fe153539d0c1b7c
Additional Information 3: 0aed
Additional Information 4: 0aedd6d17b94296d88536c16551baaa6
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Allen Roberts

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Chris:
In CS 5.1, you get a series of dialog boxes. The first says "The saved print information is an incompatible version". The next is "The saved printer information is not compatible with this version of photoshop". The final message is "There was an error opening your printer. Printing functions will not be available until you have selected a printer and reopened any documents".
CS 6 and CC both crash before the first message, which is my original problem. I have reproduced this crash with multiple computers. I don't think any drivers involved because as far as OS knows there are no printers.
I appreciate that you are going to try to reproduce!
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Chris Cox

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Which means that most likely the printer driver crashed while parsing the information instead of returning an error to the application like it is supposed to.
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Allen Roberts

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When I look at the crash dumps, I don't see any printer drivers loaded when the spooler is turned off. So not sure what print driver could cause the crash. Were you able to reproduce the crash on one of your systems when the print spooler is stopped?
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Chris Cox

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I haven't heard back yet from the QE I asked to look into it (and I was pulled into other things all day).
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Allen Roberts

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Chris:
Thought I would check in and see if you had heard if the problem had been reproduced. Pretty simple check.. turn off the print spooler.. hit , CRASH!
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B S

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Same problem photoshop CC crashes every time I click print. Have re installed CC and updated printer drivers. It is ridiculous that it cannot even print to Adobe PDF. Adobe please fix. I have been waiting months for Adobe to fix this.
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B S

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Sick of waiting for the fix I have my own work around.
The rule is always print to Adobe PDF (if you have multiple printers)

1. When it crashes, reopen photoshop and open a new small page. Click print and the dialogue box should open without crashing.
2. Ensure you are printing to Adobe PDF and click print.
3. Cancel the save dialogue box ad close the blank doc
4. Open the document to print and away you go. (as long as you print to Adobe PDF)

It is working for me at the moment. Not a tech solutions but hope this helps some people.
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Allen Roberts

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Unfortunately this fix will not always work. If you use a printer that doesn't play nice with Photoshop CS6 or CC (it printed fine), you have primed the crash. Just to be clear you successfully printed to that printer, just the fact you printed to it is the problem. The next file you try to print a file that doesn't have print information that photoshop can't understand it will crash.
My guess is your default printer is the problem printer.

The only three robust fixes I know of are:

1. Use CS5

2. ALWAYS save before bringing up the print dialog box. At least you not lose any work.

3. Before printing, always create a new document and move the layers of the existing document to the new document and print that. I consider writing a script to do that, but I just use option 1 :(

Allen
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Allen Roberts

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Chris:

Still waiting to hear that you guys have reproduced this... you can do it in 30 seconds.... just turn off the print spooler and print.

Allen
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Chris Cox

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Nope, it didn't reproduce. I think QE still has a request to retest it with other variables when they have time.
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Allen Roberts

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Chris:
I'm stunned. I have tried this multiple desktops and laptops and they all fail. All my test cases have been Windows 7 which is the only thing these systems have in common. You sure you guys turned off the print spooler?
Allen
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Chris Cox

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What else do those systems have in common, that is different from a clean OS and application install?
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Allen Roberts

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Chris:

On my laptop (not one my production computers).. I stopped the spooler, opened Photoshop CC, opened a random image hit print... Attached is the screenshot of the services page, and photoshop. There are not a lot of variables here.

Allen

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Allen Roberts

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Chris:

Took a spare machine I had, did a clean install of Windows 7 64bit, installed CS6. I verified that print would be bring up a print dialog box then stopped the spooler and hit print... CRASH!! I would be happy to drop off the computer at your office... I'm in San Jose on Thursday.

This machine has no drivers, no other programs, just windows and CS6.

Allen
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Allen Roberts

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Chris:

This issue takes two steps to happen.

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".

Perhaps the test case you guys used didn't include step 2.

Allen
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TinaC, Tier 3 support engineer

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FYI, you can clear any printer preferences that are held in Photoshop images by choosing the File menu, then holding the space bar while you click Print. These printer prefs are written into Photoshop's preferences, so clearing the Photoshop prefs, then opening your image this way might help.
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Allen Roberts

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Tina:
Thanks for the feedback, but that was suggested 6 months ago and it doesn't fix the crash. The crash happens the instant print is selected and apparently happens before the space bar can clear any preferences.
Deleting photoshop preferences has no effect. The test I did for Chris had exactly two commands executed after a clean install of Windows 7 and Photoshop, open and print. Not a lot of change to have any preferences :)

Allen
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Allen Roberts

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Chris/Tina/Jeffery:

I'm pretty disappointed with the lack of response from you guys.

I started this thread over a year ago. It was immediately dismissed as a driver problem. I refined the problem to a very specific set of circumstances that seemed to have little to do with a print driver, but I was still dismissed.

I next found way to reproduce the problem without any driver involvement, then it was an OS configuration problem. Finally I was able to create the crash with a clean install of the OS, and clean install of Photoshop; even offered to bring the machine to you.. dead silence.

Perhaps you guys have a lot going on.. I understand, but I would have thought a crash that not only I have but others (I have seen a number of complaints on other message boards) are experiencing would really be a high priority for you.

Allen