P: CS6 / CC Keyboard shortcuts not responding Mavericks/Yosemite MacOS 10.9; 10.10

Lol!

Anyone have tried to deactivate gpu acceleration?

I realise this issue is still 'in progress' but purely from my own experience I am afraid I would be inclined to think this is a Photoshop issue, not Apple:

Until the start of this year I had been running Photoshop CS4 with no issues with keyboard shortcuts with my Cintiq, even long after the upgrade to Mavericks. It is only since I changed over to Photoshop CC in January that I have started to experience the exact same problems as everyone else here.

Not moaning – just speaking from my own experience in the hope that it may help towards resolving this VERY frustrating issue. Thanks for your time and efforts Adobe. It is appreciated.

Also, I've been updating our bug with all the helpful info that people are posting. We are trying to get to the bottom of this problem. With luck, the FAQ should be updated today.

Thanks,
David

Yes, we are testing it with all the equipment and software versions people have told us about. For most people there are long (days) periods where they don't see a problem. Other people see it happen much more frequently. We don't know what the difference is yet.

Hi Chris. Thanks for helping us with this. You've said a couple times in this thread that you haven't been able to reproduce the issue reliably, correct? Can you tell us if you're testing this on the latest Mavericks OS, with a wacom tablet, and using the brush tool in Photoshop CC? Are there stretches of time (say more than 10 minutes) when the bug doesn't happen to you at all under those testing conditions? Do you sometimes never experience it?

I'm just curious, because I'm desperate to fix the issue, and if it's not happening for you under those conditions, then maybe it's worth it for me (and others) to wipe my system and start over, or do some otherwise very thorough cleaning out of all unessential software.

CS4 was written to a completely different OS API, so that is not indicative of anything. Photoshop CS6 and CC worked much better on MacOS 10.7 and 10.8 (which is indicative of something changing in the OS).

And David's analogy was much closer to reality.

Some of the issues we have seen are hardware specific, or relate to the history of the system (upgrade OS issues, old files cause some problems), are connected to specific versions of third party software, or are very timing related, etc. Just because you can reproduce an issue does not mean that everyone else can - it just means that something about your system and the way you use it makes the problem occur more often. Until we can identify those factors and reproduce it ourselves, we're kind of stuck waiting for random occurrences or working with users who can reproduce it (which we are doing).

Also, there are limits to what we can say about third party issues.

Howdy Adam,

Thanks for your understanding and I appreciate your response.

Speaking personally, I don't have a Wacom tablet to test with, so I'm out-of-luck from the outset at repro-ing this issue. I am on this thread cuz it started with a complaint about keyboard shortcuts (now THAT's something I can help with!) and I've kept in the loop and tried to answer questions cuz I really do take pride in my/our work. I've forwarded the issue to the person working with tablets/Wacom and we do have an internal bug logged and are working with Apple to resolve this.

I'll ping the person in charge of the Adobe FAQs tomorrow so we can put something out there. Sorry this wasn't done earlier.

Thanks,
David

Thank you, Chris and David, for the prompt responses.

Just to clarify my position, I certainly don’t feel that “any fault with Adobe software must be Adobe’s problem”. Again, this is a view which has been disclosed to me by two separate Apple representatives during phone conversations regarding this issue; it does not represent my personal feelings, and I apologize if I was unclear.

My question of “does it matter where the bug comes from?” was not meant to place any undue blame on Adobe. More than anything, my question is representative of my frustration in dealing with a company (that is, Apple) which, it seems, is willing to go to any measure to deny accountability for any faulty software / OS problems. Again, Apple has no channel for consumers to log these complaints. In other words, and unfortunately for customers, until such a time as Apple changes their stance and is willing to accept any responsibility for software / OS compatibility issues, the answer to this question is irrelevant. I certainly, however, appreciate your own perspective, and I hope that if you receive a strong indication that a Mavericks bug is to blame, you will have better luck trying to get a helpful response from them than I have!

You say that if there is a flaw in the OS preventing certain things there is nothing you can do about it, and that you cannot patch the OS, which is a legitimate observation. But doesn’t the fact that legacy versions of Photoshop, such as CS4, *do not* generate this error seem to indicate that a software fix is a possibility?

I understand, of course, that it is not so simple as making CS6 “work like” CS4, and also that these are undoubtedly very different products "under the hood.” But to borrow your vehicular analogy, I feel its more apt to say you’re sitting in front of a 12’ bridge with a 13’ tall truck, and from Apple’s response to consumers (again, I hope beyond hope that your communications have been more positive), I just am not seeing that bridge coming down any time soon.

I want to say that, despite the fact that the bug has not been fixed, I very much appreciate both the level of engagement between Adobe representatives and the community, which far and away outdoes the sorry excuse for customer service at Apple (not to mention Wacom), and also your continued efforts to identify and fix the issue.

However, I still cannot understand why the Mavericks Compatibility FAQ has not been updated to at least reflect Adobe’s awareness of this issue. Yes, "As with any new release of an operating system, there could be unexpected issues that arise that were not discovered during testing.” But the consumer's expectation is that once the developer is aware of these issues, they will acknowledge them publicly.

I also am just as perplexed as I’m sure you are as to why you can’t repro this: Like other users have indicated, when using my wacom tablet I lose communication every 5-or-so brush strokes.

In any case, I want to thank you both and your colleagues for your continued support.

Same problem here, sometimes worse when cmd-tabbing between applications - can't tab back into Photoshop. Quitting Chrome/Gmail sometimes helps but not always - sometimes the shortcut keys fail to work when Photoshop is the only application running