Photoshop: Select and Mask Hangs with Wacom zoom

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  • Problem
  • Updated 3 months ago
  • In Progress
  • (Edited)
I use a Wacom tablet for everything in Photoshop. I constantly use the Select and mask screen to make refinements to selections when cutting products off white backgrounds. The latest update (21.1) crashes consistently when using the brush tool and the zoom is accidentally touched on the pen. I have to force quit Photoshop and restart with all of the selection I was carefully cutting out lost. When I roll back to previous versions the problem is not occurring. I'm on a late 2013 Mac Pro running Mojave 10.14.6. All drivers and operating systems are up to date.  
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Meagan

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  • Frustrated

Posted 4 months ago

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Hannah Nicollet, Quality Engineer

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Hi Meagan,

Sorry to hear that you're having trouble. I'm filing a case on this now. You included a lot of helpful information. Would you mind sharing your Wacom driver version?

Thank you,
Hannah
(Edited)
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Meagan Malone

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It's 6.3.38-3 Hope this helps! Let me know if you need anything else. As you may see from this reply, the problem occurs on multiple computers and different Wacom tablets. At work I use the small intuos on my work computer and at home I am on an Intuos Pro M. 
(Edited)
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Have you tried installing the 21.1.1 update to see if the problem is fixed?
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Hannah Nicollet, Quality Engineer

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Okay thanks Meagan. I tried to repro several times, most closely to your setup with a 2017 MBP with a Cintiq 22HD and a Wacom pen customized like yours. No crash. Would you please include your email in the crash dialog so I can search for it? I'll email you to be sure that I have the correct email address to search our crash logs for this issue. 
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Meagan Malone

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How do I get the crash log?
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Hannah Nicollet, Quality Engineer

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Oh you don't need to get the log — I'll find it in our crash database. But to find the crashes associated with this issue I was saying would you please put your email in the box on the crash dialog so I can match it to this crash. I'll email you at the address I have on file to verify.
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Meagan Malone

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Ok let me rephrase. I don't know that any crash logs happen or how to add my email to them. Could you please tell me how to generate the crash log?
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Hannah Nicollet, Quality Engineer

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Emailed you :)
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Meagan Malone

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Just updated Photoshop and still having the same problem. Super frustrating to lose work that can't exactly be saved when its a selection being worked on.