Known Participant

Question

failed to open certain files

Forum|Forum|3 years ago
July 25, 2022
4 replies
1278 views

Hello,

I failed to open certain photoshop files again and again. However, I can open some other photoshop files. Does anyone have any idea how to solve it?

macOS

This topic has been closed for replies.

CShubert

Community Manager

Thank you for the file @Huayi241679257lb4, we were able to open the file without any crashes, though we did get the relink popup due to some graphic being based locally...

This is interesting that your friend can open this file without any issues, how do they have a file that is stored locally on your machine?

Is the file you sent the one that causes your issue? We are not able to reproduce your issue, so if you have one that gives you this error, please share that one.

Thank you,

Huayi241679257lb4Author

Known Participant

Hello Cory,

Thank you for the information. Yes, this is the file that I have problems opening. So the thing is this file was originally created on my friend's computer and she sent it to me via google drive. Then I downloaded it, opened it successfully and worked on it for a bit. But after I closed the file, I couldn't open it again which is the issue we are dealing with right now. But when I sent this file back to my friend via google drive, she could still open it and saw all the work I worked on this file before.

CShubert

Community Manager

Thank you @Huayi241679257lb4 for that updated info on the workflow and creation stream of this file and the issue.

The team has asked for system info from BOTH computers. You have supplied yours, would it be possible for your friend to do the same and share here?

Thank you,

CShubert

Community Manager

Ok @Huayi241679257lb4 , let's start with a plan now that "I" have the info.. ha ha.

1. Would it be possible for you to share one of your animation files with the team to look into and see what they can see?

2. If you can't send any of them for legal/client reasons, could you MAKE one for us so again the team can look into it?

Let me know if any of these options are possible.

Thank you,

Huayi241679257lb4Author

Known Participant

Hello Cory,

Please refer to the attachment to see the file. My friend doesn't have problem opening the file on their computer tho.

tianmao_cafe2_shot5color.zip

CShubert

Community Manager

Hi @Huayi241679257lb4 , sorry to hear you are having this issue.

It may help if we could see your Photoshop System Info. Launch Photoshop, and select Help >System Info...and copy/paste the text in a reply.

Thank you,

Huayi241679257lb4Author

Known Participant

Hello, here it is. Sorry for the inconvenience since my default language is Chinese. Also another weird thing is it asked me to start my 7 days free trial or subscribe a plan when I just launched photoshop. But I could use photoshop for free before since I logged in with my student account. Meanwhile, I'm having another problem logging in to creative cloud which I posted another post but haven't got solved. I'm not sure whether these 3 problems have some relevance.

Adobe Photoshop 版本: 23.2.2 20220304.r.325 49bf0ec x64 启动次数: 57 操作系统:Mac OS 12.4.0 系统结构: Intel CPU 系列: 6，型号: 14，分级: 10 具有 MMX 扩展指令集，SSE 整数，SSE 浮点，SSE2, SSE3, SSE4.1, SSE4.2, AVX, AVX2，超线程物理处理器数: 6 逻辑处理器数: 12 处理器速度: 2900 MHz 内建内存: 32768 MB 空闲内存:15436 MB Photoshop 可用的内存: 28796 MB Photoshop 占用的内存: 70 % SAM SDK Version: 2.0.0-main.1010.1 ACP.local Status: - SDK Version: 2.1.0 - Core Sync Status: Unknown - Core Sync Running: Unavailable - Min Core Sync Required: 4.3.66.0 实时编辑客户端 SDK 版本: 3.89.01 Manta 画布: 启用。别名图层: 停用。修改键调板: 停用。远光灯: 停用。 Touch Bar 属性反馈: 启用。图像拼贴大小: 1024K 图像高速缓存级别: 4 字体预览: 中 HarfBuzz 版本: 2.8.1 TextEngine: 统一文本引擎 ======= GPU
本机 API 稳定: True OpenGL API 稳定: True OpenCL API 稳定: True GPUDeny: 0
GPUForce: 0
useGPU: 0
useOpenCL: 0
isGPUCapable: 1
GPUName: AMD Radeon Pro Vega 20
GPUVendor: AMD
IsNativeGPUCapable: 1
IsOpenGLGPUCapable: 1
IsOpenCLGPUCapable: 1
HasSufficientRAM: 1
GPU accessible RAM: 4,278 MB
Required GPU accessible RAM: 1,500 MB
UseGraphicsProcessorChecked: 0
UseOpenCLChecked: 1
显示器: 1 显示边界: 上=0、左=0、下=1080、右=1920 高 DPI 显示器主显示器 ------- Sniffer output
[0 ms]
Launch GPUSnifferThread

[1 ms]
Start RunAllAPIs

[1 ms]
"/Applications/Adobe Photoshop 2022/Adobe Photoshop 2022.app/Contents/MacOS/sniffer" -baseTimeMS=49412968 -comment=Photoshop Version: Adobe Photoshop 23.2.2 20220304.r.325 49bf0ec x64

[478 ms]
Start sniffer 2022-07-26 10:31:46
# Photoshop Version: Adobe Photoshop 23.2.2 20220304.r.325 49bf0ec x64
sniffer -baseTimeMS=49412968 -comment=Photoshop Version: Adobe Photoshop 23.2.2 20220304.r.325 49bf0ec x64

{13 ms}
Start platform native
# displays: 1
Display 0
Display: 147069679
Main: TRUE
Built in: FALSE
Stereo: FALSE
Bounds: ((0 0) -> (1,920 1,080), w=1,920, h=1,080)
Dimensions: (3,840 2,160)
Physical size: (521.583 293.39)
Pixel size: (0.135829 0.135829)
Dynamic range: (0 1)
Potential dynamic range: (0 1)
Reference dynamic range: (0 0)
Attached Device: (DeviceID name=AMD Radeon Pro Vega 20 index=0 preferred=1)

# devices: 2
Device 0
Name: AMD Radeon Pro Vega 20
Preferred: TRUE
Power Envelope: DISCRETE
Attachment: EMBEDDED
# attached displays: 1
147069679
GPU accessible RAM: 4,278 MB
VRAM: 4,278 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.0 (1.0)
Device version: 1.0 (1.0)
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN

Device 1
Name: Intel(R) UHD Graphics 630
Preferred: FALSE
Power Envelope: INTEGRATED
Attachment: EMBEDDED
# attached displays: 0
GPU accessible RAM: 1,610 MB
VRAM: 0 MB
Dedicated System RAM: 0 MB
Shared System RAM: 1,610 MB
API version: 1.0 (1.0)
Device version: 1.0 (1.0)
Vendor name: INTEL
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
End platform native
{263 ms}

{263 ms}
Start platform OpenGL
# displays: 1
Display 0
Display: 147069679
Main: TRUE
Built in: FALSE
Stereo: FALSE
Bounds: ((0 0) -> (1,920 1,080), w=1,920, h=1,080)
Dimensions: (3,840 2,160)
Physical size: (521.583 293.39)
Pixel size: (0.135829 0.135829)
Dynamic range: (0 1)
Potential dynamic range: (0 1)
Reference dynamic range: (0 0)
Attached Device: (DeviceID name=16915714 index=1 preferred=1)

# devices: 1
Device 0
Name: AMD Radeon Pro Vega 20 OpenGL Engine
Preferred: TRUE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 1
147069679
GPU accessible RAM: 4,080 MB
VRAM: 4,080 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 2.1 (2.1 ATI-4.8.54)
Device version: 2.1 (2.1 ATI-4.8.54)
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
GLSL version: 1.20 (1.20)
CGL ID: 16915714
Display mask: 1984
End platform OpenGL
{286 ms}

{286 ms}
Start platform OpenCL
# displays: 0

# devices: 2
Device 0
Name: Intel(R) UHD Graphics 630
Preferred: FALSE
Power Envelope: INTEGRATED
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 1,610 MB
VRAM: 1,610 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.2 (OpenCL 1.2 (Apr 19 2022 18:44:25))
Device version: 1.2 (OpenCL 1.2 )
Vendor name: INTEL
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 17 GB / s
Compute score: 64.6203
Device name string: Intel(R) UHD Graphics 630
Device vendor string: Intel Inc.
Platform name string: Apple
Platform vendor string: Apple

Device 1
Name: AMD Radeon Pro Vega 20 Compute Engine
Preferred: TRUE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 4,278 MB
VRAM: 4,278 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.2 (OpenCL 1.2 (Apr 19 2022 18:44:25))
Device version: 1.2 (OpenCL 1.2 )
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 93 GB / s
Compute score: 1,273.84
Device name string: AMD Radeon Pro Vega 20 Compute Engine
Device vendor string: AMD
Platform name string: Apple
Platform vendor string: Apple
End platform OpenCL
{476 ms}

Exit code kExitNormal
End sniffer 2022-07-26 10:31:46
[kStatusNormal, kExitNormal]

[479 ms]
Finish RunAllAPIs

[19105 ms]
Start GetSnifferResult

[19105 ms]
Finish GetSnifferResult

------- Sniffer output
======= GPU
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CmdN: 1.11.2
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CShubert

Community Manager

Hi @Huayi241679257lb4 thank you for the sysinfo. It appears you do not have enough RAM for Ps. Please check this page for system requirements.
https://helpx.adobe.com/photoshop/system-requirements.html

Thank you.

jane-e

Community Expert

@Huayi241679257lb4

First: are you adding your email address and sending the report? The engineers read every one that comes in and can actually see the issue.

Second: Since you are on a Mac, can you open one of these files with the Preview app?

Jane

Huayi241679257lb4Author

Known Participant

Hello Jane,

thank you so much for your reply. After you mentioned that, I just added my email and sent the report. And yes, I can open these files with the preview app.

jane-e

Community Expert

Hello Jane,

thank you so much for your reply. After you mentioned that, I just added my email and sent the report. And yes, I can open these files with the preview app.
By @Huayi241679257lb4

I can think of two things to try using Preview. First make a copy of your file in Finder and preserve the original.

One thing to try is to remove the .psd extension in Finder and open the file in Preview. Choose File > Save and Preview will add the correct extension. Try opening this file in Photoshop.
The second is to make another copy of the original and open it in Preview. Go to File > Export. Unfortunately, .psd is not a choice, so try .tiff. Try opening this in Photoshop.

Let us know the results.

Since you have sent the Error Report to Adobe with your email, I'll also tag employee @CShubert .

Jane

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