Elements: 10 hangs up when it acquires System Info

  • 1
  • Problem
  • Updated 4 years ago
  • (Edited)
I use PSE10 in the clean WinBlue OS on all the platforms which include Intel and AMD platforms.
When I click "System info...", it hangs up.

0:000> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may be wrong.
0018d3ac 00e59f55 PhotoshopElementsEditor!AIF::DataFlow::Node::hasUniqueName+0x115363
0018d40c 00e5a8e6 PhotoshopElementsEditor!AIF::TexturePool::operator=+0x42f275
0018d79c 007d9600 PhotoshopElementsEditor!AIF::TexturePool::operator=+0x42fc06
0018d7c4 0077ec21 PhotoshopElementsEditor!AIF::float2x2::~float2x2+0x25be80
00000000 00000000 PhotoshopElementsEditor!AIF::float2x2::~float2x2+0x2014a1
0:000> r
eax=ffffffff ebx=0018d30a ecx=92b41e90 edx=0018d34c esi=00000000 edi=00000000
eip=0103bfb3 esp=0018d2f4 ebp=0018d3ac iopl=0 nv up ei pl zr na pe nc
cs=0023 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00210246
PhotoshopElementsEditor!AIF::DataFlow::Node::hasUniqueName+0x115363:
0103bfb3 803f00 cmp byte ptr [edi],0 ds:002b:00000000=??

We want to ship the platforms, but it is the potential risk to ship if our users install PSE10 on them.
Could we have the contact window to co-work with this issue?

Thanks,
Alex
Photo of Alex Wu

Alex Wu

  • 6 Posts
  • 0 Reply Likes

Posted 4 years ago

  • 1
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 812 Reply Likes
Looks like it is trying to get information about your video card driver at that point.

Have you updated your video card driver from the GPU maker's website?
Photo of Alex Wu

Alex Wu

  • 6 Posts
  • 0 Reply Likes
Yes, I tried to update the latest video card driver, and it still fail.

Do you know where and what it tries to read?
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 812 Reply Likes
It checks dozens of things trying to make sure that your video card driver won't crash or fail during application use. But something about your video card driver is still crashing.

You did update it from the GPU maker's website (Intel, Nvidia or AMD) and not Microsoft, right?
Photo of Alex Wu

Alex Wu

  • 6 Posts
  • 0 Reply Likes
I updated the latest driver from official GPU maker's website.
I still get the failure in one of my dual-graphic platform.

I tried to skip the fail point, and compare the logs.
I found it can't read the video mode in the fail platform.

Normal system info:
Video Card: AMD Radeon(TM) R4 Graphics
Video Mode: 1366 x 768 x 4294967296 colors
Video Card Driver: aticfx64.dll,aticfx64.dll,aticfx64.dll ...
...

Abnormal system info:
Video Card: AMD Radeon R5 M230
Video Mode:
Video Card Driver: aticfx64.dll,aticfx64.dll,aticfx64.dll ...
...

Could we know how PSE10 read the video mode?

Thanks.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 812 Reply Likes
That looks like you have 2 GPUs, one low power mobile part and a higher power part.

Most likely you need to set the OS to disable the low power part while Photoshop is running. And you might need to install drivers for both GPU versions.

If you continue to have problems, you should contact AMD about the driver crashes and how to configure your system to use the better GPU for Photoshop.