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Garconis
Garconis
Known Participant
July 7, 2011

P: "Adobe Community Help" keeps popping open (Windows)

  • July 7, 2011
  • 437 replies
  • 11655 views

Adobe Community Help keeps popping open when working within Adobe Photoshop CS5. I'm not sure if I'm doing some sort of shortcut that causes it to open, but sometimes (maybe once instance, during a 40hr week) Adobe Community Help will open in a Window while I am doing stuff in Adobe Photoshop CS5.

I'm not sure what causes it, but I'll close the Community Help window, and then continue working in Photoshop, and it will open again. Only way to keep it from opening back up again is to close and restart Photoshop. This has happened to me on my home PC as well, and in previous versions of Photoshop, if I remember correctly. I am using Windows 7 now, but I think I've had this happen on XP too.

Is it because there are updates available? Is it because I'm doing some sort of weird shortcut that I don't know about?

An example: I was transforming an object (using the mouse, clicking, using shift button while moving the cursor, using the space bar while panning, etc.) It just opened again. Guess it's time to restart Photoshop...

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    437 replies

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    Garconis
    GarconisAuthor
    Known Participant
    September 9, 2013
    Happened within 2 hours of work today. Time to edit that hosts file.
    F
    FeedbackCommunityMember
    Inspiring
    September 9, 2013
    From what we can tell, it's something that messed up event handling inside Photoshop, so that the wrong window/receiver gets events (and yet, we can't reproduce such a problem). Perhaps something that modifies keyboard input, or something that draws an alternate UI.
    L
    LarryM01
    Known Participant
    September 9, 2013
    Obviously:
    Since the popping up Help pages are displayed in your browser, it's something that happens between Photoshop and your browser.

    1. Does this happen with a specific browser only?
    1a: Does it never happen with a specific browser?
    2. Is it the same Help page (eg Start: Help and Tutorials) that shows for all?
    3. Or is it a Help page that you might have recently used?
    4. Does disconnecting from Internet remove the symptoms at least?
    5. What triggers the popping up? Activating any or a specific Photoshop command?
    Using the mouse or a keyboard command? Closing a popped up Help page?
    Anything else?
    6. How many times have you experienced this problem?
    F
    FeedbackCommunityMember
    Inspiring
    September 8, 2013
    This is certainly not a feature, or anything we designed.
    But we'd still like to know what outside factor is causing it for some people.
    Garconis
    GarconisAuthor
    Known Participant
    September 8, 2013
    I was wondering about this, and it sounds accurate. I have a PC workstation at home that is not connected to the internet that I often use for Photoshop work. I have never had this issue on that PC even though it has a similar build to my employer's PC. Since I use my employer's PC more often for Photoshop work, I figured that was the reason I see it on a weekly basis. Perhaps I will have to update my host file to see if it stops causing the issue.

    But the reasoning behind it still leaves questioning. Is it because Adobe is "secretly" checking to make sure the program is valid during certain uses? Or is the fact that there's an internet connection what just allows the popup to show, even though something else entirely is still triggering it? (i.e., if we disconnect the internet, is it still being triggered and not shown? or does it stop the trigger entirely?)
    F
    FeedbackCommunityMember
    Inspiring
    September 8, 2013
    I experience this issue at times in every version of Photoshop I have used, including 7. On every computer. I think it is an intentional "feature". Disconnecting the internet, or blocking Photoshop from accessing the internet, is the only way I know of to prevent it. When the help box randomly pops up, I'm thinking Photoshop is trying to send information via the internet.
    F
    FeedbackCommunityMember
    Inspiring
    September 6, 2013
    We've pretty much done that (nobody said they'd seen it). And we've done customer visits to people who say they can reproduce the problem (it didn't happen).
    Now Jeff has been trying to get disk images from affected customers so we can reproduce the environment on our own machines.
    Garconis
    GarconisAuthor
    Known Participant
    September 6, 2013
    You should send out a corporate wide email within Adobe and ask if any users have had the issue. I'm sure SOMEONE in-house has had the issue. If not, that's just very strange.
    F
    FeedbackCommunityMember
    Inspiring
    September 6, 2013
    Some people test on systems with office and the suite installed. Others test on more minimal systems. And some test on home machines with all sorts of stuff installed, upgraded, etc.
    H
    happybana0
    Participating Frequently
    September 6, 2013
    That's good to know. Thanks, that is a much more clear description of what you guys are doing, may help us figure out the difference...What about common programs like Office? Do you have the whole Adobe Suite installed or just Photoshop? I know for a fact that this has been happening to me since I had nothing but the Manufacturer (HP)'s Windows 7, Office, and Synology Assistant installed. (I recently did a complete system restore from the backup partition, which I have in no way altered, after trying Windows 8 and the problem continued through both OS versions)
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