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Leonoziel
Leonoziel
Participating Frequently
February 28, 2018

P: Could Not Complete Your Request Because Of A Program Error: psd and png's

  • February 28, 2018
  • 18 replies
  • 427 views

I saved a psd file that I had been working on for days. I was saving as I was working on it, just in case. Yesterday, I saved it onto my desktop, and closed the file. I went to open it directly afterwards, and I got the error message: COULD NOT COMPLETE YOUR REQUEST BECAUSE OF A PROGRAM ERROR. I went to the forums and tried some of the thing recommended. I tried opening it on CC 2018, 2017, 2014 all upgraded, including the Cloud, and it won't open my file in any of the versions. I am on a Mac OS Sierra 10.12.5. This is not the first time this has happened, it first happened in January, right after the new year, with about a dozen png and psd files that I had been working on at that time, that I now can't use or know how to open. They open fine in Preview, all the detail is there, but will not open in photoshop. Some of these files have massive amounts of layers, just thought I'd add this. To top this off, photoshop would not let me save some items in png format, and I couldn't figure out why, I thought maybe too many layers to compress, but I'm not savvy. I have been trying to find answers for weeks now. I can't use or open the files. I am completely turned off by the Customer Support out of India. Is there anyone who can help me with this. Thank you.

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    18 replies

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    Hannah Nicollet
    Community Manager
    Hannah NicolletCommunity Manager
    Community Manager
    April 19, 2018
    Hi Leon,

    That's understandable. Your file is under investigation by our engineers. I'll keep you posted on the progress.

    Thanks,
    Hannah
    Leonoziel
    LeonozielAuthor
    Participating Frequently
    April 19, 2018
    Hi Hannah, I had to remake those PNG's as I needed to use them pronto, hence my reason for not accepting that offer. Have you had any luck with the "Dogs" PSD file that I sent you? Thanks. 
    Hannah Nicollet
    Community Manager
    Hannah NicolletCommunity Manager
    Community Manager
    April 19, 2018
    Incidentally, the png fix has since become public, so that invitation is no longer necessary. You can now get the png fix by simply updating to the current version of Photoshop, 19.1.3.

    Regards,
    Hannah
    Hannah Nicollet
    Community Manager
    Hannah NicolletCommunity Manager
    Community Manager
    April 19, 2018
    Hi Leon,

    Sorry I didn't get back in touch with you about your other issue, Leon. Did you get my invitation to try the fix for pngs? I emailed you on March 6 and sent you an invitation to try the fix for pngs before it came out publicly. It shows that your status remained as "invited," having never accepted.

    @_rudders, if you are also getting this error please send two things to me and I'll add them to the case:

    1. Go to Help > System Info and copy and paste the contents of that window into your email
    2. Please send any file that is throwing the program error

    Thanks,
    Hannah
    Leonoziel
    LeonozielAuthor
    Participating Frequently
    April 19, 2018
    Hi, no I did not get a response back from Hannah. I sent her my file as per her request but have not received a response. Adobe's customer service is non existent, other than the scary folks in India, who want access to your computer. I use cc2017 only as the problems started for me in January of this year when I uploaded cc 2018.
    F
    FeedbackCommunityMember
    Inspiring
    April 19, 2018
    Did you get a resolution to this problem - I get this error on nearly every file I work on now.
    Leonoziel
    LeonozielAuthor
    Participating Frequently
    March 1, 2018
    Hi Hannah, yes I will send it to you.
    Hannah Nicollet
    Community Manager
    Hannah NicolletCommunity Manager
    Community Manager
    March 1, 2018
    Hi Leon,

    Can you send me a copy of the psd that you haven't been able to open? Either as an attachment or with a link - I'll share my email below.

    Thanks,
    Hannah

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