Photoshop 19.1.1: Using microsoft surface dial results in crash

  • 1
  • Problem
  • Updated 7 months ago
  • Solved
  • (Edited)
i'm using a a microsoft surface dial to change brush size and hardness in photoshop (because the previous update removed this functionality from my wacom tablet (a problem that is still ongoing))

now, whenever i use the dial to do so, photoshop crashes. this problem arose today (even before i updated to the latest photoshop version), but was not present yesterday. 

i'm running windows 10
photoshop 19.1.1
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Deniz Karagulle

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  • very frustrated

Posted 7 months ago

  • 1
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David Tristram, Employee

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Hi, I'd like to learn more about your problem, Deniz.  Can you email me system info from Photoshop ==> Help ==> System Info?  And if you can describe the way you use the Dial to change brush size and hardness that could help too.  

tristram at adobe dot com
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David Tristram, Employee

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checking...
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Deniz Karagulle

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email sent - thanks
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David Tristram, Employee

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so, that version of Photoshop does not crash for me when I use the Dial.  

Does Dial work for you in other applications?
If you can give me exact steps to reproduce he problem I can continue to look at it with you.  
so, for example,
1 - start photoshop
2 - create new document at default size
3 - select brush tool
4 - depress Dial, get system Dial menu, select "Brush" menu item by pressing and releasing
5 - on parameter selection menu choose Size
6 - on adjustment menu rotate Dial to change size.
7 - paint with Brush and see brush tip marks at new size

If this does not work for you, that is, if something goes wrong or Photoshop crashes, let me know where.  Also, one thing to try is to reset preferences, but if that fixes the problem we won't know what preference setting changed it, so possibly save your preferences file before removing it.  You could zip up \Users\<user>\AppData\Roaming\Adobe\Adobe Photoshop CC 2018\Adobe Photoshop CC 2018 Settings before clearing prefs.  

David
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Deniz Karagulle

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Hi David

in typical "take the car to the mechanic" tradition, it has stopped happening now...

nonetheless, many thanks for your assistance!
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David Tristram, Employee

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glad I could help!  :-)  No problem, post again here if anything comes up.  
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Deniz Karagulle

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i was overly optimistic. the problem has resurfaced. 

it seems to be doing it mostly when i close one file in photoshop and then open another. 

i opened a blank document, drew with it changing the settings via dial. i then closed it and opened another blank document. when i used the dial, photoshop crashed. 
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David Tristram, Employee

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Are you using the first five parameter selections (Size, Opacity, Hardness, Flow, Smoothness) or the sixth one, Control?
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David Tristram, Employee

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Are you painting with tablet or screen pen, or mouse?
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David Tristram, Employee

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are you using the "new" new document dialog or the legacy new document dialog?
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Deniz Karagulle

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i'm using the first five parameters, painting with a wacom tablet. 

so far i've used "edit in" from lightroom and "create new" from the landing page when you open photoshop.
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David Tristram, Employee

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Thanks very much Deniz.  I now sometimes see the problem.  it seems to be related to using the Dial immediately after creating a doc.  Working on it!
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Deniz Karagulle

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Thanks David - appreciated. 
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David Tristram, Employee

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found the problem, fix in progress.  As usual, only the product gods know when the release containing this fix will be available, but crasher fixes are usually published at a high priority.  I'll let you know when an update Ps with the fix is available.  Thanks again for the problem report, Deniz!
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Deniz Karagulle

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Thanks David - hoping the wizards also manage to deal with the pen right click problems too!