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Question

Adobe Photoshop CC 2018 - Crashing when the application is opened.

Forum|Forum|7 years ago
November 20, 2018
4 replies
2905 views

We recently purchased licences for the Adobe Creative Cloud applications.

I have created a package using the Creative Cloud Packager tool to deploy the applications we require.

The installation goes OK however when launching Photoshop CC it crashes every time at the Initializing panels message point, a Crash Report windows for "Adobe Photoshop CC" appears (which I have submitted to Adobe), if I click on the learn more about the data included in the crash report the Crash Report Details are blank.

All the other applications we required in the package seem to work OK, so it's just a Photoshop issue.

This is happening on all of the Windows PC's I have used the installer on so far (things I have tried that have made no difference include):

Building a new deployment package (still crashes when launching Photoshop).
Completely un-filtering (bypassing our proxy) a PC with the software installed (just in-case the application is being blocked from communicating with Adobe).
Making sure there are exceptions in place for our Sophos anti-virus (in-case this is blocking the application)
Made sure App Locker is not blocking the application.

Any help with this would be great.

crash photoshop 2019

This topic has been closed for replies.

Derek Cross

Community Expert

Just to be clear, can you confirm:

1) You have the correct system specs: Photoshop system requirements

2) You uninstalled the Photoshop using the Creative Cloud drop-down (see screen shot).

3) Before reinstalling Photoshop you ran Adobe Cleaner: Use the Creative Cloud Cleaner Tool to solve installation problems

4) You have reinstalled (after running Adobe Cleaner) versions CC2018 and CC2019 and they both run / don't run.

J

juliec65820676Author

Participating Frequently

System Specification:

Processor Intel(R) Core(TM) i5-6500 CPU @ 3.20GHz, 3201 Mhz, 4 Core(s), 4 Logical Processor(s)

OS Name Microsoft Windows 10, Education Version 10.0.17134 Build 17134

Installed Physical Memory (RAM) 8.00 GB

Resolution 1920 x 1080 x 60 hertz, Adapter RAM 1.00 GB (1,073,741,824 bytes)

C:\ Free Space 137.13 GB (147,244,732,416 bytes)

Intel HD Graphics 530 Open GL Support 4.4

I removed the applications using Windows Contorl Panel Add / Remove programs one at a time, ran the cleaner tool and then re-installed using the packaged installer i created.

I'm not sure how you access the Photoshop using the Creative Cloud drop-down (see screen shot) you mention above.

J

juliec65820676Author

Participating Frequently

Just to clarify I re-installed the CC 2018 edition.

JJMack

Community Expert

juliec65820676 wrote

When this happen again user the blue link Lean more about the data included in the crash report. Capture that data and post it here.

JJMack

J

juliec65820676Author

Participating Frequently

Unfortunately when I do click the link the box that pops up has nothing inside it!

J

juliec65820676Author

Participating Frequently

Derek Cross

Community Expert

Don't publish personal details e.g. your email address, on these public forums.

Try resetting your Photoshop preferences, which you can do under the General tab in Photoshop preferences.

If that doesn't work come back here for more suggestions.

J

juliec65820676Author

Participating Frequently

I Can't try this as Photoshop won't even open.

Derek Cross

Community Expert

Close Photoshop. Then hold down Ctrl + Alt + Shift (Windows) or Cmd + Ctrl + Opt + Shift (Mac), and relaunch Photoshop. Respond in the affirmative to the dialog asking if you really want to replace the preferences.

If that doesn't work try uninstalling Photoshop using the drop-down menu in the Creative Cloud app. If that doesn't work, uninstall Photoshop again and run the Adobe Cleaner before reinstalling Photoshop CC2018 and CC2019.

A

Anonymous

Hi

Have you checked the Windows event viewer for crash reports relating to Photoshop.exe in the Application log

J

juliec65820676Author

Participating Frequently

Yes there is nothing relating to Photoshop.exe in the Windows Application log.

The Photoshop.exe file is definitely being called as AppLocker log records that %PROGRAMFILES%\ADOBE\ADOBE PHOTOSHOP CC 2018\PHOTOSHOP.EXE was allowed to run.

But when the application crashes there does not appear to be any relating Windows application log.

A

Anonymous

Try deleting the Adobe Photoshop CC 2019 Prefs.psp file from this location

C:\Users\username\AppData\Roaming\Adobe\Adobe Photoshop CC 2018\Adobe Photoshop CC 2018 Settings

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