Elements: PSE 11 organizer crashes reproducibly when creating album, backup, and system info

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  • Updated 5 years ago
  • (Edited)
Photoshop Elements 11 always crashes when I perform any of the following actions:
- Create a new album
- Click on Help > System Info
- Try to backup the catalog

PSE11 was the first program I installed on a new Windows 8 machine. It keeps crashing after installing all available Windows patches and updating the device drivers provided by the manufacturers. Reinstalling PSE11 did not help. PSE crashes both on new, empty catalogs and on catalogs containing some sample images.

I can't create albums for sorting my photos, so PSE is completely unusable for me. Crashes like these should definitely not happen in commercial software.

System Information:
- Notebook model: Asus Ultrabook S56CM-XX043H
- OS: Windows 8, 64 Bit, all available patches installed
- Disk 1: Samsung SpinPoint M8 HN-M500MBB
- Disk 2: Kingston SMSM150S324G 24 GB SSD
- Memory: 8 GB DDR3
- Graphics card: NVIDIA GeForce GT 635M
- German language version (both OS and PSE 11)

Crash log from Windows event log:

Faulting application name: PhotoshopElementsOrganizer.exe, version: 11.0.0.0, time stamp: 0x503fdd1d
Faulting module name: DiscWriter.dll, version: 11.0.0.0, time stamp: 0x503fc2b7
Exception code: 0xc0000005
Fault offset: 0x00003b40
Faulting process id: 0x1704
Faulting application start time: 0x01ce4fcefdaa13de
Faulting application path: C:\Program Files (x86)\Adobe\Elements 11 Organizer\PhotoshopElementsOrganizer.exe
Faulting module path: C:\Program Files (x86)\Adobe\Elements 11 Organizer\DiscWriter.dll
Report Id: 54660568-bbc2-11e2-be89-08606e11da3b
Faulting package full name:
Faulting package-relative application ID:
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Stefan

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Posted 5 years ago

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Pete Green, Customer Advocate

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Do you have any USB hubs connected?
Or any external disk drives connected to your system?
If so, try disconnecting those drives, reboot, then see if the Elements Organizer will allow you to create a new album or grab the system info.
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Stefan

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Thanks for your suggestion, but Elements Organizer also crashes when no external devices are connected to the system.
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Pete Green, Customer Advocate

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Thanks Stefan --

From the crash logs, it appears that issue is with ‘Diskwriter.dll’. This Dll is present in ‘C:\Program Files (x86)\Adobe\Elements 11 Organizer’.

Can you check to see if this dll is present at the specified location?

In the case it is not present I would recommend a reinstallation of Photoshop elements, but make sure to run the installer as an Administrator (Right click it, choose "Run as Administrator")

Have you only experienced this problem with PSE11? OR has it happened with any other version of Photoshop Elements?

Thanks!
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Pete Green, Customer Advocate

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Another question -- Does this happen with all catalogs? Or if you created a new catalog do you see the same crashes when creating a new album or backing up?

Thanks!
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Stefan

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DiskWriter.dll is present in ‘C:\Program Files (x86)\Adobe\Elements 11 Organizer’. I also had a look at the install logs, but I haven't seen any errors that seem to be related.

I don't have any other version of Photoshop Elements that I could install on this machine, so I can't tell whether the problem also happens with other versions. (Previously I worked with PSE4, OEM version on a different machine running Windows XP).

The crashes happen with all catalogs (I tried empty catalogs in new Windows user accounts, catalogs containing a small number of images, and a huge catalog imported from PSE4).

I captured minidumps for all three types of crashes (create album, backup, system info) that might help you to identify the problem. If you're interested, I can email you a download link to a zip file containing the minidumps and the install logs.

Thanks!
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Pete Green, Customer Advocate

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Thanks for the info Stefan.
This is a weird one and the logs would likely help greatly.

If you can, please share them with me petgreen [at] adobe [dot] com.

We'll look into them and see what we can glean for the next steps. Appreciate your patience Stefan, sorry for the crashing.

/regards
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Pete Green, Customer Advocate

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Hi Stefan,

Thank you for the logs, we've done some investigation around them.
What we've fond is the ‘Elements11OrganizerInstall.log’ says ‘No existing file’ for ‘DiscWriter.dll’.

You mention that this file is present at the specified location.

Let's try this:
First,
Rename your ‘Diskwriter.dll’ (to say Diskwriter_old.dll) and I will email you a replacement copy of the DLL.

Put this replacement in the ‘C:\Program Files (x86)\Adobe\Elements 11 Organizer’ folder on your machine and see if it helps.

Also, a couple things.
1. Could you email me your catalog db file present inside the catalog folder. Perhaps we could reproduce this on our end.
2. If you launch the Editor and click on ‘Help->System Info’. Do you get the system info? or does the Editor crash as well?

Get back to us when you can, I'll shoot you that dll in an email as well. (I'll zip it up first for you)

Regards,
Pete
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Stefan

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Hi Pete,


Thank you for the logs, we've done some investigation around them.
What we've fond is the ‘Elements11OrganizerInstall.log’ says ‘No existing file’ for ‘DiscWriter.dll’.


The full line is

C:\Program Files (x86)\Adobe\Elements 11 Organizer\DiscWriter.dll; To be installed; Won't patch; No existing file

Maybe this means that the file is not on the disk already (because PSE hasn't been installed before), so the installer has to copy it from the installation medium now.

If I rename DiscWriter.dll to DiscWriter_old.dll so that DiscWriter.dll is not present any more, then Organizer won't even start. Instead, there's a message box saying that DiscWriter.dll is missing. When I put DiscWriter.dll back in place, Organizer starts again, but crashes when I call one of the broken actions. So I think that PSE is actually able to find and use DiscWriter.dll.

DiscWriter.dll is signed by Adobe and the signature is valid, so I don't think that the file is corrupted. The MD5 sum of the whole file [not the signature fingerprint!] is "5ca9e4aad1cf72c53a277830bae37d71" in case you would like to verify the file. Or you can send me a replacement copy and I'll test it as you suggested.


If you launch the Editor and click on ‘Help->System Info’. Do you get the system info? or does the Editor crash as well?


System info does work in Editor, I'll email you the output. I'll also attach the catalog files and a directory listing of the program folder, so you can check whether there's something missing.

By the way, I found several posts describing the same problem, e.g.,
http://forums.adobe.com/message/4955489
http://forums.adobe.com/message/5150187
As mentioned there, Organizer also crashes on "Copy/Move to a removeable drive" and "Share/Online album/Create New album/Next" on my machine. So this seems to be a common problem, not just with my machine.

Regards,
Stefan
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Stefan

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Oh, I just noticed that we use different spellings. The file installed on the disk, mentioned in the windows event log, and mentioned in the install log is spelled "DiscWriter.dll" with a 'c'. There is no file named "DiskWriter.dll" with a 'k'. Should there be two files, one with 'c' and one with 'k' or is that just a typo?
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simon

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Im also struggling to create an album in pse 11 organizer. has anything new happened or a patch or update? i was sent hear by customer care as we spent 2 days going round and round to get no where........ please can anyone at ADOBE help with this problem?????
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Jan P Jensen

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Any news on this issue. I've expierienced the same issue and was sent here by the (nice) Adobesupport - however I'm none the wiser:
"Eror message (in Danish):
Navn på program med fejl: PhotoshopElementsOrganizer.exe, version: 11.0.0.0, tidsstempel: 0x505e9f67
Navn på modul med fejl: DiscWriter.dll, version: 11.0.0.0, tidsstempel: 0x505e85c8
Undtagelseskode: 0xc0000005
Forskydning med fejl 0x00003b40
Proces-id 0x16a4
Programmets starttidspunkt 0x01ceaa73b344f580
Programsti: C:\Program Files (x86)\Adobe\Elements 11 Organizer\PhotoshopElementsOrganizer.exe
Modulsti: C:\Program Files (x86)\Adobe\Elements 11 Organizer\DiscWriter.dll
Rapport-id: fcb29fa8-1666-11e3-bec3-c01885731f6e
Any solutions solving the problem?
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Andromeda14, Employee

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Hi All,
Can you please try following steps (in order mentioned below)-
1. Reinstall using admin rights: Uninstall PSE. Once done, please delete any of the files/folders (if present) at following locations:
-C:\Program Files (x86)\Adobe\Elements 11 Organizer
-C:\Program Files (x86)\Adobe\Photoshop Elements 11
-C:\ProgramData\Adobe\Elements Organizer\11.0
-%appdata%\Adobe\Elements Organizer\11.0
-%appdata%\Adobe\Elements Organizer\Catalogs -- Rename this folder (to say 'Catalogs-'). Please DONOT DELETE this folder.
Now run the installer by right clicking the 'setup.exe' file using 'Run as admin'.

2. Now follow, solution #2 as mentioned on blog: http://psekb.blogspot.in/2013/03/pse-...

3. Now follow, solution #1 as mentioned on same blog.

Now launch EO and perform the steps that you were doing. Please let me know if nothing works.

~Andromeda
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Stefan

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Hi Andromeda14,

I followed the steps you suggested, but I still get exactly the same errors. The organizer also crashes when DummyCatalog is open after solution 1 step 4, so the errors are not caused by corrupted catalogs.

I've reinstalled the software dozens of times with different options, user accounts, compatibility settings, and language settings. The result is always the same. I also sent my installation logs and the MD5 sums of all installed files (for integrity checking) to Pete. Given that other users have the same problem, I don't think that this is a simple installation issue.

According to the Windows error message, the crashes are caused by memory access violations (error code 0xc0000005). To me, this looks much like a software bug, maybe a bug that only occurs with some specific hardware/software combination. I think the best way to solve this issue would be to forward the memory dumps that I sent to Pete to an Adobe developer and to use a debugger to investigate what actually causes the access violations.

Personally, I had no other choice but to switch to software from a different company. I reported this issue more than 4 months ago and nothing happened since then. This bug renders the software completely unusable, as organizing images isn't possible without crashing. So I feel that I wasted way too much time and money on this product.

Regards,
Stefan
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Pete Green, Customer Advocate

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Thanks Stefan,

I've sent the log files you've sent me to the engineering team, but haven't heard any updates on a fix for it. Will definitely get back when I hear more. I've followed up with them to see if there are any developments.
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Jan P Jensen

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I followed the steps suggested to Stefan, but also still get exactly the same errors. The organizer also crashes when DummyCatalog is open after solution 1 step 4, so the errors are not caused by corrupted catalogs.

So I too feel that I wasted way too much time and money on this product that actually in the past has worked (PE 5 and onwards till now, but not in the future..).

http://feedback.photoshop.com/photosh...
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Jan P Jensen

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This reply was created from a merged topic originally titled
Elements 11 organizer crashes when trying to Back Up Catalog.


Trying to back-up the organiser result in the Photoshop crashes in Windows 8 with the following error message (in Danish):
"Navn på program med fejl: PhotoshopElementsOrganizer.exe, version: 11.0.0.0, tidsstempel: 0x505e9f67
Navn på modul med fejl: DiscWriter.dll, version: 11.0.0.0, tidsstempel: 0x505e85c8
Undtagelseskode: 0xc0000005
Forskydning med fejl 0x00003b40
Proces-id 0x16a4
Programmets starttidspunkt 0x01ceaa73b344f580
Programsti: C:\Program Files (x86)\Adobe\Elements 11 Organizer\PhotoshopElementsOrganizer.exe
Modulsti: C:\Program Files (x86)\Adobe\Elements 11 Organizer\DiscWriter.dll
Rapport-id: fcb29fa8-1666-11e3-bec3-c01885731f6e"
I can see that there are other having same problem, but cannot see a solution?
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Pete Green, Customer Advocate

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Hi Jan, If you're up for it, I'm going to send you an email with an attachment which includes instructions for getting a log file to be created for the crashes.

If you wouldn't mind going through these steps and sending the info back to me over email that would be great.

Regards
Pete
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BETH KLOB

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I am unable to back up my catalog - PSE 11 crashes every time.
I re-installed it on a new computer. I copied my catalog to disk in June with no problems using the old computer.
Possibly the problem started with one of the updates since then. Both computers run Windows 8.
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John Addison

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I've had the same problem with Elements 12 and spent 4 hours on the phone with a technician, to no avail. Eventually her suggestion was to watch this topic for news.

Is there any possibility of this problem getting resolved in the near future?

Incidentally, I had the same problem with Elements 8 after I upgraded my computer to one with Windows 8.1. Thinking it might be a compatibility problem between Elements 8 and windows 8 (I had windows 7 before) I upgraded to Elements 12.
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John Addison

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I just downloaded an update to Elements 12, hoping that this problem was fixed, but no luck.
Pete from Adobe did download a bunch of files from my computer some time ago, so hopefully it's being worked on