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Tom22214583e340
Participant
December 12, 2021
Question

Computer crashes when using Creative Cloud programs if I connected to internet

  • December 12, 2021
  • 5 replies
  • 1510 views

Hi,

 

I just purchased the creative cloud and found that it crashes my computer (hp spectra 360 convertible 15 using Microsoft Windows 10) everytime I try to use a program. So far I've tried Illustrator (versions: 26.0.1, 26.0 and 25.4.1) as well as photoshop (version 23.0.2). I tried opening up files I've created on past versions of illustrator (creative suite 5.5) as well as starting a brand new file and it crashes my computer withen the first 5 minutes every time. 

 

I tried uninstalling and reinstalling and still have the same problem. I also tried restoring the preferences but got no help. I then tried launching illustrator with my wifi turned off and it seemed to work fine with wifi disconnected. But when I turned wifi back on it instantly froze my computer. 

 

What couuld be the issue? I have mcafee antivirus that came with the computer, I wonder if that could be the problem. Any help is appreciated. Thanks.

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5 replies

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
December 14, 2021

I don't think your graphics card will work:

https://helpx.adobe.com/photoshop/system-requirements.html

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
December 13, 2021
quoteI have mcafee antivirus that came with the computer, I wonder if that could be the problem. Any help is appreciated. Thanks.

 

==========

I have no conflicts with latest McAfee on Win10 with latest 21H1 update and Creative Cloud.  Have you reached out to Adobe Technical support yet?

 

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Nancy O'Shea— Product User & Community Expert
    T
    Tom22214583e340Author
    Participant
    December 14, 2021

    Hi,

     

    I noticed on the blue screen, when my computer is in the process of restarting, it gives me the following error codes:

     

    What Failed: nvlddmkm.sys

    StopCode: video_tdr_failure

    I also noticed a different stopcode one time: driver_power_state_failure

     

    I tried to update my display adaptors and both say they have the latest versions:

    intel uhd graphics 620 (version: 26.20.100.7927)

    nvidia geforce mx150 (version: 30.0.14.7247)

     

    I went to the nvdia wedsite to search for a new "studio driver" like Bob mentioned above but it states that there are no studio drivers for my card. The only options are Geforce Game Ready drivers the lastest version being 497.09. 

     

    Should I download that driver and try to install it?

     

    Do you think upgrading to windows 11 will solve the probelem? Thanks for the help.

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    December 14, 2021

    Pay particular attention to Photoshop's newer GPU requirements.

    - https://helpx.adobe.com/photoshop/kb/photoshop-cc-gpu-card-faq.html

    Nancy O'Shea— Product User & Community Expert
    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    December 12, 2021

    Does it meet the minimum specifications?

    https://helpx.adobe.com/creative-cloud/system-requirements.html

      T
      Tom22214583e340Author
      Participant
      December 13, 2021

      Hi Peru Bob,

       

      Thanks for the reply. Here are the specs:

       

      Microsoft Windows 10 Home version 10.0.19042

      Hp Spectre x 360 Convertible 15 df0xxx,

      x-64 based pc,

      Intel Core i7-8565U cpu @1.80GHz 1992 Mhz, 4 core, 8 logical processors

      Nividia GeForce MX150

      Intel(R) UHD Graphics 620

      Resolution 3840 x 2160 x 59 hertz

      Installed Physical Memory (RAM) 16 GB

      (underneath Ram it listed the following.... not sure if it is relevant but figured I'd include it: Total Physical Memory 15.7 GB, Available Physical Memory 4.73 GB, Total Virtual Memory 36.7 GB, Available Virtual Memory 22 GB, Page File Space 21 GB.)

       

      Windows (C:) - 476 GB (170 GB used, 305 GB free) The 170 GB is mostly illustrator and photoshop files from my old computer created using adobe creative suite 5.5.

       

      The one thing I noticed is that I didn't see my version of windows 10 (10.0.19042) on the list of adobe system requirements. Do you think that could be the problem. I believe it is the latest windows 10, I just got a message recentally that windows 11 is now available but I have not upgraded to windows 11 yet.

       

      Let me know if any additional info is needed to help diagnosis the problem. Thanks.

       

      Peru Bob
      Community Expert
      Peru BobCommunity Expert
      Community Expert
      December 12, 2021

      What are the complete computer specs, including hard drives (how many, what kind, what is on each, what capacity, and how full)?

      If NVIDIA graphics, make sure to use the latest Studio Driver from NVIDIA (NOT the Game Driver).

        T
        Tom22214583e340Author
        Participant
        December 12, 2021

        Welp... I was wrong, it also crashes my computer even with my wifi disconnected (just tried it again). 

         

        It seems my computer doesn't like the creative cloud for some reson. The computer is relatively new and supposed to be pretty powerful. Haven't had many issuse with it since purchasing and the creative cloud is the first program that causes my computer to crash. Any help is appreciated. Not sure what else to try. Thanks. 

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