Photoshop: CC reports error (fatal requiring a force quit) when trying to split a video clip

  • 5
  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
I have an outstanding case with Adobe technical support (very poor support).I append the case history to this summary:
However to précis the problem. Since subscribing to PS CC I have been unable to split a video clip (with the scissors tool), when I try to do this I get a fatal error (ie PS freezes) by repeatedly clicking the OK in the error dialog the clip eventually splits but the error remains and I have to force quit out of PS.
At Adobe's suggestion I have removed the preferences file (for PSCC), removed all previous versions of PS also used Adobes clean up tool to assist this, followed by uninstalling CC and reinstalling. A quirk is that on reinstall (this reverts to the early version of PS CC) the error goes away but when updating PS CC (being alerted to updates) the error returns.
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Welsh Wizard

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  • frustrated with Adobe technical support

Posted 5 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Official Response
I am able to reproduce with the info I gained from doing some remote troubleshooting with Welsh Wizard.

Workaround for program error splitting a clip is to go to Preferences>Plug-ins... and make sure "Enable Generator" is unchecked and restart Photoshop.

If you installed Edge Reflow, you will also need to disable the "Generator" folder in the Photoshop>Plug-ins folder by putting a tilde in front of the folders name. (e.g. ~Generator ) and restart Photoshop.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Official Response
This should be fixed in the latest update.