Photoshop 19.0.1: Crashed upon update with error 146 about renaming and moving a file. It crashed Windows as well

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  • Updated 8 months ago
  • (Edited)
Updating PS to 19.0.1 did not work.  I got a message about renaming and deleting a file.  The link about that was computer gibberish.  Windows then stopped working as well.  I had set a Restore Point before updating, but going back to that point did NOT get PS working.  HELP, plese
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Erwin Bruder

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  • Frustrated and angry that an update crashes my computer and make PS unuseable with no understandable way to become operational.

Posted 8 months ago

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Hannah Nicollet, Official Rep

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Hi Erwin,

Sorry for the frustration! What version of Windows are you running? Here are instructions for retrieving the Windows crash log: https://helpx.adobe.com/photoshop-elements-editor/using/find-crashlogs.html

Also, were you prompted to submit crash logs on Photoshop? If so, did you? In the event of an issue, Photoshop places the crash logs at this location on your computer:
C:\Users\\AppData\Roaming\Adobe\Adobe Photoshop CC 2017\Adobe Photoshop CC 2017 Settings\CrashLogs

First let's try resetting your preferences and reinstalling - instructions are here: https://helpx.adobe.com/photoshop/using/preferences.html

Let me know if that gets you up and running again.

Thank you,
Hannah Nicollet
(Edited)
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Erwin Bruder

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Hannah,

Thanks for the reply.  I was not promoted to submit a crash report, although I was by Adobe about 1 week ago with PS 19.0 running.

The event viewer shows no error (it does show a few "warnings").  I guess/attribute no errors to MS updating Windows later in the day of the PS crash and possibly wiping out the previous errors report.  I was running the version of Windows 10 that was current, with all updates current, at the time of the major Windows update of Tuesday, Nov. 14.  My operating system is now the latest  Windows 10 version 10.0.16299 Build 16299

Going to C:\Users\\AppData\Roaming\Adobe\Adobe Photoshop CC 2017\Adobe Photoshop CC 2017 Settings\CrashLogs came up with "file not found".

I spent ~2 hours on the phone yesterday with an Adobe technician taking control of my computer.  He tried reinstalling, 19.0.1, deleting it, reinstalling 19.0... all to no avail.  He changed various permissions and other settings, and had no success.  He told me he was moving the issue to a higher level.  I was supposed to be called 2 1/2 hours ago, but the call has not come in... most frustrating.

In poking around my computer this morning, just looking and not attempting any changes or fixes, I see that a new "unallocated" partition was created  at 10:36 AM Tuesday when I clicked the PS update button.  I have a mess going on.

BTW, a case was opened before we ended our phone call:  # 0189491316

ALL help appreciated,
Erwin
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Erwin Bruder

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Promoted s/b prompted ... spelling auto correct is the Devil  :)
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Erwin, did you try the solutions in this document? https://helpx.adobe.com/creative-cloud/kb/Error_Code_146.html
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Erwin Bruder

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Jeffery, My version of Creative Cloud app is 4.3.0.256, OK per the solutions page.  The technician that I worked was unable to find the update in the adobeTemp folder where the error info directed him.  He did the d/l of 19.0.1 and 19.0 a few times, and adobe.Temp remained empty. He spent time changing permissions, renamng files and folders with ".old" to get a fresh arena.  One time, with adobeTemp.old set, the download resulted in a new, but empty new adobeTemp folder. The anti-virus programs were not turned off as far as I know, but I could be mistaken, but a new adobeTemp folder was downloaded.  The tech seem knowledgeable, but after two hours said he'd have to escalate the issue, so don't worry and he'd call me at what is now nearly 4 1/2 hours ago.  In all honest, I am afraid to try any addition fix on my own and then be blamed by Adobe for messing things up and then bailing out on fixing the issue.  I am almost at a point of using my backup disks and putting things as they were with PS 19.0 and then changing to another post processing suite.  I was very pleased with PS and LR, and I desire to remain a customer, but I am totally stuck.  HELP!!!  Erwin
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Hannah Nicollet, Official Rep

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Hi Erwin,

I'm sorry you didn't get a call yet. Hopefully someone has gotten back with you now. In any event, reading through the document that Jeff suggested, it does sound like the error you were getting. In that case the first recommendation is to uninstall and reinstall your Creative Cloud desktop app https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

Does that documentation appear to be different than the steps you were led through during yesterday's call? Please let us know if you are able to get things resolved on your machine with those instructions.

Thank you,
Hannah
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Erwin Bruder

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Hannah, my Creative Cloud version is 4.3.0.256 from 9/20/2017, so it is current.  If I uninstall this program, I am concerned that I might not be able to download a new version of it, and also concerned about possible Abode finger pointing.  Please see my response to Jeff that I sent just before your came in. 

Erwin
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Hannah Nicollet, Official Rep

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Hi Erwin,

Feel free to uninstall and reinstall the Creative Cloud. If you have any problems just report them right back here and we'll make sure you are able to reinstall.

And no worries about finger pointing. As a subscriber we just want to get your system up and running again. 

The next step in the error 146 handling would be to manually create the directory that is listed in the error. According to that document several users have had success by doing that.

Let us know how it goes! :) 

Regards,
Hannah
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Erwin Bruder

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Hannah,

Thanks for your efforts.  I believe I would be far wiser to let the Adobe tech who already has this case number do the uninstall and reinstall or "hold my hand" over the phone as I do it.  This might be quite easy for a computer/technology individual, but would/could be a challenge to me.

Erwin
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Erwin Bruder

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Hannah,

I now see that the uninstall is done via an executable, not manually as I had thought.  I will follow the online instructions; uninstall and the reinstall.  I'll post you after my attempt

Erwin
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Hannah Nicollet, Official Rep

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Sounds good!
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Erwin Bruder

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Uninstall and reinstall of Cloud app done... no problem at all.  Now installing PS.  Fingers crossed!
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Erwin Bruder

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No joy... the installation failed.  All was right before the 19.0.1 update install.  PS 2108 19.0 installed and operated quite well.

Erwin
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Erwin Bruder

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Hannah, as you can see in the commenta above, no joy.  I just posted the below in my Case # comment box.   Erwin
*************************************************************************
A possible hint.  I went to my backup program to my disable it from backing up possibly corrupted data.  I saw a red bar indicating an issue of some sort with a disk partition.  I used MS Disk Management and saw that I have a new, unallocated partition of either 46 0r 48 gigs.  There is a time stamp on the partition of ~10:30 Tuesday morning, the approximate time that I clicked to Update Photoshop.  I don't know if the download or the crash of Windows 10 that the download caused changed the HD, but the update triggered it.  I have downloaded a disk partition program for one of your techs to use, if needed as I have no idea if it is needed nor expertise or desire to start working on a HD.  PLEASE CONTACT ME!!!
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Hannah Nicollet, Official Rep

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Sad! Thanks for the info - let me see what I can find out and get back with you. It sounds as though you already went through the steps on the error 146 doc, correct?
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Erwin Bruder

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As much as I knew how to, which was basically making certain that there was an adobeTemp file and that is was empty.  I did not create anything new or delete anything other than uninstalling and reinstalling the Cloud app.  Yesterday, the tech spent much time with the error 146 related files and directories.  I just sat watched the screen, and started a couple of programs with my password when he asked me to.

Thanks for your efforts on my behalf.  As an aside, the second level tech needs a new alarm clock.  It is  now 6:40 PM, which is a bit past the 10:30 call appointment.  Even a call just to say that I'm working on it would have been proper.  I have not left my house all day waiting for his/hers phone call (and just smiling so happily all the time).

Thanks for your continued efforts,
Erwin
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Hannah Nicollet, Official Rep

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Hi Erwin,

Sorry for the ordeal. I alerted others to your case and drew attention to the fact that you hadn't received a call this morning as promised. The partition issue is strange and you definitely need technical assistance. Your case was picked up and you should be hearing from someone soon, but I'll keep checking on this and make sure you get up and running again.

Thanks,
Hannah
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Erwin Bruder

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You are spectacular!
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Hannah Nicollet, Official Rep

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Awww thank you.
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Erwin Bruder

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Please comment above.  I don't know if you get alerted by a comment versus a "reply".
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Erwin Bruder

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Helen, it's 9:15 AM EST.  I've been sitting in front of my computer all night awaiting contact from Adobe (or maybe it just seems that way).  My problem is really much more significant than PS not running.  Since I found that the installation attempt of 19.0.1 affected my hard drive, I am not doing any business using my computer in fear that I might lose everything on it.  My last, for certain good, back up is from Monday night, as the PS install problem was on Tuesday morning.  A cell phone is my current email appliance; not too good.

Again, all assistance is appreciated.  I do not want to take my computer to some shop to have my HD fixed or wiped out, and then prey that my rescue and full backups are good.  Additionally, I want PS to run as I have been a big fan of PS and Lightroom and don't want to use another post processing application.

Thanks,
Erwin
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Hannah Nicollet, Official Rep

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Hi Erwin,

I will email you. Perhaps we have the wrong number because no one was able to reach you last night.

Thanks,
Hannah
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Erwin Bruder

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I eagerly await your contact
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Erwin Bruder

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Helen,

I am on phone with tech now.

Erwin
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Erwin Bruder

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Hannah,  (sorry about calling you Helen earlier)
We're almost there.  A tech named Anupriya Khare got PS resolved within 5 minutes plus the time for the download of the install.  She was great.

My hard disk issue is not resolved as I was told this is a Microsoft problem and was coincidental to the PS install failed.  It was, of course, not coincidental as the new "unallocated" partition is time stamped showing that the PS install triggered it somehow, possibly through in crashing my computer.  I am awaiting a call from her supervisor to try to get this issue resolved. 

The supervisor, through Anu, advised I call Microsoft for assistance, but Anu was unable to provide a contact there or even a phone number.  I am certain that one of Adobe's very bright computer people can resolve this last issue in moments.  I have no clue how to, and I wouldn't mess around with something so critical.

Almost home... I'll post you again.

Erwin
(Edited)
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Erwin Bruder

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Hannah,

Can you be of help ? 

The supervisor never called as I a was assured would happen by over 2 hours ago, and I am stuck with a hard disk with "unallocated" space.  Calling Microsoft as Anu (the super tech) relayed the supervisor's response to be will get me nowhere.  The problem is probably most easily resolved by an Adobe tech who is knowledgeable about disk drives and is given permission to fix what PS broke.

You had said, "The partition issue is strange and you definitely need technical assistance."  I agree it is strange, but it is real, and I do need assistance.

Thank you,
Erwin
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Hannah Nicollet, Official Rep

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Hi Erwin,

I'm glad to hear you were able to get up and running on Photoshop again. We have a Microsoft liaison here, so I'll get in touch with him and let you know what he suggests.

Thanks,
Hannah 
(Edited)
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Erwin Bruder

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Hannah,

Many, many thanks.  It should take an MS person almost no time to fix.

Thank you for your continued assistance.

Erwin