Participating Frequently

Question

As usual, the latest update has rendered Photoshop unusable. Crashes.

Forum|Forum|7 years ago
February 18, 2019
5 replies
2877 views

The latest update loaded this evening has now given me the typical Adobe gifts that keep on giving when I need the program to function.

Touch is completely non-functioning. Three crashes.

Two week old Surface Studio 2. Maxed out specs.

Now cannot complete the project, as it crashes and I loose the work.

Does Adobe really have people working on things like this, or do they wait till they get maximum complaints then fix it?

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M

Maine IT

Participant

I am an IT Specialist for a non-profit in Maine and one of our users had issues with Illustrator crashing on their Dell. It turned out it was completely unrelated to the PC's make or model. It was a wireless Microsoft keyboard driver. The Surface Studio 2 comes with a similar wireless device.

Open your device manager and right click on any/all keyboard and mice to update drivers. They may not get pulled in with the rest of the updates so you will have to check manually.

Let us know if this works, we are looking at a Surface Studio 2 to replace the current Dell we have. I would hate to spend $3,500 on a PC that does not work well with Adobe products.

jane-e

Community Expert

https://forums.adobe.com/people/Maine+IT wrote
It turned out it was completely unrelated to the PC's make or model. It was a wireless Microsoft keyboard driver.

Thank you for sharing that useful information about the keyboard driver, Maine IT.

~ Jane

Trevor.Dennis

Community Expert

russellm41624061 wrote
Two week old Surface Studio 2. Maxed out specs.

Hi Russell. I wonder if there is a clue here with how new your hardware is? Typically systems won't be current regards OS and driver updates, for instance.

Are there any firmware updates available? This page says current firmware is 1.0 so that looks like a no

Download Surface Studio 2 Drivers and Firmware from Official Microsoft Download Center

Does your Surface Studio use the GTX1070? The first thing to try is to turn off GPU acceleration to eliminate that as the cause of the problem. If that fixes it, then look carefully at the driver version, and make sure to do so from the Nvidea site.

Does the Surface Studio 2 use more than one GPU? I'm thinking that it is not a portable device, so probably not, but if it does, then that would be a possible cause.

Do you have any third party addons or extensions? Start Photoshop with the Shift key held down to force it to open without them.

But the bottom line, as mentioned above, is to post the crash log (it's long!).

Meanwhile, you can install a previous Photoshop version to keep you working while sorting out the problem.

russellm41624061Author

Participating Frequently

First of all, I uninstalled the entire Creative Suite and re-installed Creative Suite with Photoshop and Acrobat. That's all I install, except now it seems I get some other items that I have no choice in installing as Adobe installs them automatically. The bottom line is that I am not making Shrek 4 on the computer.

I am now on the one at my office. It is a one year old Surface Studio. The one that crashed yesterday is the right out of the box, updated with latest Windows 10 updates Surface Studio 2.

The Surface Studio in office:

32.0GB Ram

Intel r Core i76820HQ CPU 2.70 GHz 2.71 GHz

64 bit

2TB

The Surface Studio 2 at home:

NVIDIA® GeForce® GTX 1070 8GB GDDR5 memory (with i7/32/1TB and i7/32/2TB configurations)

Intel® Core™ i7-7820HQ

32GB (DDR4)

2TB

Where is the error log? How do I get that from the other machine? How do I stop this machine from downloading the Photoshop latest update?

Trevor.Dennis

Community Expert

Submitting Crash Reports

russellm41624061Author

Participating Frequently

How am I insulting when I get told my machine is inferior, and it must be my problem than Adobe's constant issues?

A surface Studio 2 with maxed out specs is less powerful and has less hardware then a maxed out workstation.

I did not ask for a critique of what my machine was. I would understand if it was a 6 year old windows laptop.

jane-e

Community Expert

russellm41624061 wrote
How am I insulting when I get told my machine is inferior, and it must be my problem than Adobe's constant issues?

Hi Russell,

You have a couple of our top volunteers on this thread who are trying to help. They haven’t seen your system info or your crash reports, although they have asked. They can better assist once they have this info. Without it, all anyone can do is make guesses. Can you post that information?

russellm41624061Author

Participating Frequently

Yes I can. It’s a new Surface Studio 2 with the maximum on all items.

I will post tonight, as I am behind in work and have to now change my entire day to be out in the field because Photoshop failed me last night.

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JJMack

Community Expert

If Photoshop crashes have you looked at you system crash reports to see if there are any clues as to what Photoshop is doing that causes it to crash. A surface Studio 2 with maxed out specs is less powerful and has less hardware then a maxed out workstation. It is just an all in one system that can not be upgrade. To get it working you need Windows 10 updates and good device drivers and a good version Of Photoshop. My son is a teacher and his school only install CC 2018. So far he has have no problem the his personal base model Surface Studio 2. If Microsoft roomer that its Display will be offered as a monitor in 2020 I may op for it if it is less glossy.

Post any system crash report details for your Photoshop crashes. You paid a lot of money for the all in one.

JJMack

russellm41624061Author

Participating Frequently

Delightful! I have crash errors and get a review on what I should not have bought.

I am so tired of Apple fanbots constantly telling us what we should have bought, what we should have installed, what we should have done, all the while bashing Microsoft and perfectly capable machine that run software.

The slavish devotion to Apple does not help Adobe when people are using Windows machines. Why then does Adobe make these products for Windows? Why not just cut them loose?

I have a 1 year old Surface Studio at my office that has run Photoshop perfectly, although I now have to guess I will have to entirely uninstall the Creative Suite and reload it as I did on this new Surface Studio 2 Last night to get it to work Photoshop.

Adobe's sad reliance on Apple minions to help people is not helping. Adobe's customer service is awful, convoluted and bizarre

So I did get it to work last night after uninstalling all Adobe products and the reinstalling them. No thanks to anyone here or at Adobe itself.

The fact that Microsoft Studio products are far superior to anything Apple has produced is not my problem. The fact that I can free hand draw my projects on a Studio and have a pen that does not have has the feeling of a small PVC pipe is a plus for me. That's why the Surface is superior.

So in closing, don't come at people with the nice way of saying "get an Apple, you bought crap"