Elements 7: Memory error 0x78138aa0

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  • Problem
  • Updated 3 years ago
  • (Edited)
Our Photoshop Elements Editor (pse7) keeps on crashing creating the following application error report "The exception unknown software exception (0xc000000d) occured in the application at location 0x78138aa0".
Does anyone have any idea why this is happening?

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Michael Martin

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  • unsure

Posted 7 years ago

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Brett N, Official Rep

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Would need more information on this. What are you doing in the application when it crashes? Does it happen at launch or when you perform a certain action with in the application?

Some generic troubleshooting steps are offered here:
http://kb2.adobe.com/cps/832/cpsid_83...
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Dan Perez

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I'm getting the same thing every time now.
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Dan Perez

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It happens right after the editing screen opens.
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Brett N, Official Rep

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It looks like it is trying to send an error report (in the dialog behind the error box). Does that box provide any further information on the nature of the crash? Make sure you are sending the error report each time so that our engineering team gets a chance to see the error info. 
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Dan Perez

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Thanks Brett. I did that. I ended up uninstalling it, redownloading it, and reinstalling it. Guess what, the 30-day trial version works great, but it's rejecting my license serial number, saying it's invalid. It comes straight from my products list in my Adobe account and from the email I received from the Adobe Store when I bought it, so I know it's correct. I tried help from "Chat" but they refuse to help me. They say Adobe no longer supports Elements 7 because it is "old software." Yet, it's still available for download and purchase from the Adobe website. Chat suggests I buy a newer version. I shouldn't have to do this Brett, Adobe should honor my serial number and provide support for a licensing issue.
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Dan Perez

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I've used this software for 7 years satisfactorily, and I can't buy version 14 because my computer is old and uses Windows XP. How do I know that if I buy version 11 that they don't consider that "Old" and when the serial number they provide me with doesn't work, they say, sorry pal, that one is old too and we don't support it. Right? Do you see my point?
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Brett N, Official Rep

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In the old trial versions, you had to use a special serial number to activate the product to the full license. I don't remember what the last version for Photoshop Elements to do this was, but perhaps that is what you are running into. If that is the case, the only thing you can do is uninstall and reinstall the software and be sure to enter the serial number during the installation process. 

There are a number of things that can interfere with the serial number verification process as well. Some things it may be important to try are to: 
1. Enter the serial number with the number pad instead of the numbers above the keyboard or vice versa (they have different ascii values and may be interpreted differently). 
2. Create a new user account and enter the serial number there (it is possible the licensing files are locked due to permissions). 
3. Diable all applications, including those which only run in the background (some third-party programs may be running and interrupting the process).