Photoshop: Product Improvement dialog keeps showing, hangs the app

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  • Updated 5 years ago
This began happening to me right after I ran MacKeeper on my MacBook Pro. They did a remote access and said it wasn't anything to do with MacKeeper, but this is the third time I've had problems with Adobe products after running a clean-up on MacKeeper. Photoshop CS6 hangs with the "Help Adobe ..." box just beginning to open (white rectangle) and must be force-quit. Short of restoring from backup I've found a temporary solution: Click to open Photoshop and hover the cursor over the spot where the Help menu will appear and click it as soon as it appears. For some reason this allow the "Help Adobe" message to open all the way so that I can select "Do Not Participate." Seems to work.

Note: This topic was created from a reply on the Photoshop: "Adobe Community Help" keeps popping open topic.
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Karen McCormick

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Posted 6 years ago

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Chris Cox

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Well, most people consider MacKeeper to be malware in the first place. And we have seen it do considerable damage to users' systems.

The invitation to participate in the product improvement program is only supposed to show one time - then remember the choice you made for it after. And it does show correctly for the majority of users.

Have you tried disabling MacKeeper and seeing if the problem goes away?
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Karen McCormick

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I uninstalled MacKeeper (good riddance), shut down the MacBook and started again, but the problem remains. I found that if I launch Photoshop and immediately hover the cursor over the spot where the Help menu will appear and click it the moment it shows, then the "Help Adobe" message box will load all the way and I can click Do Not Participate. It will then allow me to use Photoshop. But it reappears at next launch - it seems I'm stuck with it. And if I don't click on the Help menu before the message box appears, I'm toast - it completely hangs. Weird.
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Chris Cox

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Something is preventing it from saving it's preferences.
And something else is causing it to come up with the wrong window order.

The preferences are in ~/Library/Preferences/ByHost/com.adobe.headlights..plist
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Karen McCormick

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I have nothing in the Preferences folder titled "ByHost." Perhaps it was removed by MacKeeper. Is there any way to re-create it short of restoring from backup?
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Quentin Stafford-Fraser

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This worked for me, thanks to Chris's comment above:

http://www.statusq.org/archives/2013/...

Hope it's useful!