Participant

Question

STOP CODE - BLUE SCREEN WHEN USING ADOBE

Forum|Forum|6 years ago
August 18, 2019
6 replies
16253 views

Hi there!

I got a problem with my PC windows 10, I know this is related to Adobe Cloud because that only happens when I am using any CC program. I have tried everything I know and I have found on the internet, but nothing works. Each time I am using weather illustrator or Photoshop my PC collapses and restarts again, it usually shows the same error. However sometimes is a different one, but it is always a blue screen. I need to use these programs and I cannot, it is getting very annoying. I have contacted windows help center but they suggested that it is a error of Adobe Cloud, because it only happens when I am using any CC program.

Please I need help to solve this issue, thanks a lot.

Nathalia,

This topic has been closed for replies.

R

rferguson79

Participating Frequently

I'm running into the exact same issue. Running any Adobe CC app ( I routinely need to use Photoshop, Premiere Pro, Illustrator and/or After Effects) causes a BSOD error message.

My setup is:

Intel i7 13700K

64GB DDR5

Asus 690P motherboard

RTX 3080

Windows 11

Adobe apps run off my OS SSD and computer runs fine UNLESS I'm running an Adobe CC app. I'm already running latest BIOS, latest NVIDIA driver and all current windows 11 updates. Running SFC, memory checks (none of which have come back with errors) and I've already re-installed windows but the problem continues.

kglad

Community Expert

contact adobe support via chat. there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

jimmyl82730336

Participant

I have the same issue with premiere, photoshop, lightroom, etc. basically any adobe (removed). My computer has 36 cores running at 4.2ghz, 64 gb ram, and on rtx 2080. This is plenty of hardware to run a poorly developed suite of software and it still crashes.

kglad

Community Expert

@jimmyl82730336

are your adobe programs installed on your c (os) drive?

W

Wout5C49

Participant

Thx for replying!

but i don't tink that's the issue my pc is 1,5 years old and can run other programs like CAD programs and render programs like VRED very wel. Only Adobes software caus blue screen. The vents of my computer doesn't blow a lot or something and sometimes the software works without any problem after trying a few times....

sorry for my not very good English (:

kglad

Community Expert

what adobe programs are installed?

what adobe programs cause the crashes?

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Wout5C49

Participant

Ilustrator, photoshop, indisign, xd and premier rush.

All of them cause the crashes but al of them sometimes....

Thanks a lot for trying to help btw!!

W

Wout5C49

Participant

I have the same problem...😢

I tried everything sometimes it works sometimes not I hate it!

kglad

Community Expert

any program can crash (if it's corrupted).

but to cause a bsod (ie, cause your computer to crash) means there's some computer hardware or os problem.

one of both of those problems can be triggered by a particular program but what that problem is and what its solution is may be difficult to debug while checking your computer. debugging via a forum is more difficult.

that said, adobe programs (esp, premiere pro) are resource hungry programs. they can cause computer over-heating and that will always cause a computer crash. if your system is working properly and was setup correctly, you may notice your computer fans working faster/louder just prior to the crash. and just cleaning a computer (ie, carefully vaccuuming/cleaning dust may solve that problem).

and there's a lot more, but like i said, it's very difficult to debug, esp via a forum. taking your computer to an expert so they can debug it is one way to proceed.

another is to:

1. clean your computer (of dust).

2. reformat your hd

3. reinstall your os and update

4. reinstall adobe programs

5. test.

6. if it crashes after doing the above, you have faulty hardware and need to replace the faulty parts. for anyone needing help here (users with sufficient expertise already know this), take your computer to a computer expert or buy a new computer.

kglad

Community Expert

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

A

AT_DI__Interior_Design_Author

Participant

Hi there, thanks. I followed all the steps, but it didn't work.

kglad

Community Expert

then it's an os issue.

you could try to debug your os (read the msg 1 links) or do a clean install of your os and your programs. ie, reformat your hd and reinstall your os, update it and then install your programs.