Inspiring

Answered

Help.... FILE>OPEN crashes photoshop?

Forum|Forum|1 year ago
January 11, 2025
3 replies
1047 views

PS Beta 26.3.0 build 20250108.m.2932
PS 26.2.0 Release

Lenovo Thinkpad Yoga X1 Carbon
Intel i7 Gen11

Win11 Pro - Clean install Dec 15, 2024

Summary:

Problem:

In both the Beta and Public release, when I open PS and do a FILE>OPEN, PS crashes.

I've run chkdsk, SFC, DISM /online /cleanup-image /restorehealth

I DO have "StartAllBack" installed although I used it before the restore without this kind of issue.
Apps that shouldn't have any bearing on this....
MS Office (word, onedrive, onenote, excel, etc), Picpick, Files Preview, Notebook++ QDir, PhoneLink,
Adobe CC (Acrobat, Photoshop (beta+release), illustrator, etc)

NexusFile, NexusFont, Acronis backup, Sagethumbs

I use a Huion keydial mini K-20 (bluetooth) and a logitech trackball (wireless dongle)
Nothing odd, nothing cracked, no reason for this.

I'm using a Lenovo ThinkPad X1 Yoga - I7 Gen11. I was running Win10 Pro but when I decided to upgrade the SSD in December I figured I'd do a clean install and on a whim went with Win11 Pro.

I built my base system with my most used software, ran updates until everything was up to date, then created a system backup. This includes Photoshop Release and Beta versions.

Since then I've been using Photoshop Beta almost exclusively. Normally I'll browse images in Explorer or ACDSee and open them in photoshop either with a right click "open with" or a created shortcut key.

So it wasn't until today that I noticed that the basic function of FILE>OPEN causes it to hang, then the popup crash report comes up and when I send, PS closes and I have to re-open it.

I was preparing to report it through PS when I thought to check the regular release. It's also up to date as of 18 days ago with no more recent versions available, but it too crashes with a basic FILE>OPEN.

Has anyone else run into this?

Windows

Correct answer sleerfnivek

THIS IS SOLVED!!!
I had totally given up on resolving this issue but today there were two system level updates that were pushed out from Lenovo. I installed them, rebooted, and went about the normal day without thinking much of it. Eventually, as I do nearly every day, I accidentally clicked FILE>OPEN rather than opening an image in Explorer with OPEN WITH>Adobe Photoshop Beta, and then began to go through the frustration as soon as I realized I'd done it yet again, but rather than get the usualy crash notice as I have since December, it launched without a hitch! And much faster as well!
I haven't tested with the release version but no reason why a Lenovo update would solve it for the Beta and not the release version.

So if you've been following this issue, and you have a Lenovo PC that's been running PS horribly and crashing on FILE>OPEN unless you hold shift to prevent plugins from loading (even if you have no plugins), then be sure to install the update when you get it.

The updates are:
Lenovo Ltd. - Firmware - 14.1.77.2497
Lenovo - System - 1.69.70.0

sleerfnivekAuthorCorrect answer

Inspiring

Autodidactic Attention Deficit Disordered PolymathLenovo Thinkpad Yoga X1 Carbon Intel i7 Gen11Win11 Pro - Clean install Dec 15, 2024

sleerfnivekAuthor

Inspiring

Well, today, since I primarily use the beta, I uninstalled the regular release version. I did a complete uninstall, choosing not to keep any settings which is a nice option I never noticed before...I then made sure that the folders for it in Programs and Users were completely deleted. I cleared all my temp files and rebooted, then installed it.

When I went to run it, I ran into the same problem again. When it tries to open File Explorer to open local files, it crashed. I opened a file from the cloud just fine, then tried FILE>Open and again it crashed just as it had been.

I kind of expected a complete reinstall to fix it but it didn't. Illustrator works just fine so I'm stumped. ONLY photoshop and photoshop beta do this. No other software on my system does it. I thought it might have something to do with some brushes and such that I manually dropped in at some point or some old assets that are no longer compatible but the clean install eliminated that as a problem. The only other thing I can think of is that even though I completely uninstalled it, there might be some registry settings that incorrectly point to explorer but I don't know where those would be.

I ran the compatibility checker just to make sure, even though this problem doesn't indicate a GPU issue and it tests fine, all green.

Pass: DirectX available Pass: DirectX feature level 12.1 available, feature level 12.0 required Pass: Above required VRAM (8570 MB of 1500 MB required) GPU Detected: Intel(R) UHD Graphics (INTEL)

I don't run into any other problems at all. Everything else works as it should.
I didn't have this problem until I decided to wipe my Win10 system and do a clean install of Win11.

I decided to try something else... I installed v22.2. It works fine.

v25.1 - no problems

v25.4 - no problems

v25.5.1 - no problems

v25.6 - no problems

v25.7 - no problems

v25.9 - no problems

v25.9.1 - no problems

v25.11 - crashes with error on FILE>Open

roll back to 25.9.1 - no problems

SO, clearly the problem is something that changed between 25.9.1 and 25.11

Nothing changed in the system requirements.

I saw another post with someone with the same error who was told that the problem was systenm requirements due to only having a 1GB dedicated graphics 'card and that they needed to roll back, but this isnt correct. My laptop is only 2 yrs old and it ran under Win10. The specs when I load the intel graphics software show 128MB dedicated/8GB shared memory for the memory adapter. The machine itself has 16GB total and plenty of space available on the SSD for vRAM. It worked fine under Win10 and this happens with or without graphics acceleration active.

Aside from that, no hardware requirement changes happened between 25.9.1 and 25.11 but this is where the problem occurs.

So the question is.... what DID change? Where is it reading 1GB of graphics memory if my specs are 128MB dedicated/8GB shared?
If it were really an actual graphics or memory problem, why does the problem occur on FILE>Open and not elsewhere? Why does it run just fine when opening files directly from Explorer?
It seems to me that something changed with the path for Explorer and PS just isn't finding it.

Here's the error report in case it's useful to someone...

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="16.7.0.202408221003_c7c60a5" clientVersion="16.7.0.202408221003_c7c60a5" applicationName="Adobe Photoshop" applicationVersion="26.3.0" build="20250122.r.156" source="Windows-Client" crashType="n/a">
<time year="2025" month="2" day="24" hour="11" minute="0" second="12" timeoffset="-360" timezone="Central Standard Time" crsessionduration="63"/>
<user guid="049d7c67-ffee-461e-9025-03524992071d"/>
<system platform="Windows 11 Pro" osversion="11.0" osbuild="26100" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16102" machine="Intel(R) Core(TM) i5-10210U CPU @ 1.60GHz" model="Intel64 Family 6 Model 142 Stepping 12" cpuCount="8" cpuType="8664" cpuFreq="2112 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics" description="Intel(R) UHD Graphics" driverDate="20240813000000.000000-000" driverVersion="31.0.101.2130" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI\VEN_8086&DEV_9B41&SUBSYS_22BE17AA&REV_02\3&11583659&1&10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FF77489ACA8">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FF77489ACA8" symbolname="WREncodingMap::GetUTFMapping"/>
<stackStatement index="1" address="0x00007FF77489E066" symbolname="InputOutputHBImpl::getOutputRuns"/>
<stackStatement index="2" address="0x00007FF774870F83" symbolname="IWRFontAccess::CheckFontList"/>
<stackStatement index="3" address="0x00007FF77666FD34" symbolname="OptycaSegment::GetWidth"/>
<stackStatement index="4" address="0x00007FF779552623" symbolname="OptycaImpl::SetSpacingToFit"/>
<stackStatement index="5" address="0x00007FF779653391" symbolname="OptycaImpl::SetSpacingToFit"/>
<stackStatement index="6" address="0x00007FF779549320" symbolname="OptycaImpl::SetSpacingToFit"/>
<stackStatement index="7" address="0x00007FF779549464" symbolname="OptycaImpl::SetSpacingToFit"/>
<stackStatement index="8" address="0x00007FF77486DD4B" symbolname="IWRFontAccess::WRSearchFont"/>
<stackStatement index="9" address="0x00007FF7754607B6" symbolname="OptycaSegment::SetCharCount"/>
<stackStatement index="10" address="0x00007FF77959C012" symbolname="OptycaImpl::SetSpacingToFit"/>
<stackStatement index="11" address="0x00007FF77959FBB7" symbolname="OptycaImpl::SetSpacingToFit"/>
<stackStatement index="12" address="0x00007FF77959F493" symbolname="OptycaImpl::SetSpacingToFit"/>
<stackStatement index="13" address="0x00007FF77956C2C6" symbolname="OptycaImpl::SetSpacingToFit"/>
<stackStatement index="14" address="0x00007FF77488E5BD" symbolname="boost::serialization::singleton<boost::serialization::extended_type_info_typeid<dbrush_0011011100::BrushLibrary> >::singleton<boost::serialization::extended_type_info_typeid<dbrush_0011011100::BrushLibrary> >"/>
<stackStatement index="15" address="0x00007FF774863F81" symbolname="IWRFontAccess::WRGetHorizontalMetrics"/>
<stackStatement index="16" address="0x00007FF774877E7D" symbolname="boost::serialization::singleton<boost::serialization::extended_type_info_typeid<dbrush_0011011100::BrushLibrary> >::singleton<boost::serialization::extended_type_info_typeid<dbrush_0011011100::BrushLibrary> >"/>
<stackStatement index="17" address="0x00007FF7749DC814" symbolname="WRStrSafe::sprintf"/>
<stackStatement index="18" address="0x00007FF7748678AD" symbolname="IWRFontAccess::WRGetHorizontalMetrics"/>
<stackStatement index="19" address="0x00007FF7765F5D52" symbolname="OptycaSegment::GetWidth"/>
<stackStatement index="20" address="0x00007FF97A89E8D7" symbolname="BaseThreadInitThunk"/>
<stackStatement index="21" address="0x00007FF97AE7BF2C" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x0000000000000028"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x0000000000000000"/>
<register name="RSI" value="0x000000000000FFFF"/>
<register name="RDI" value="0x0000000000000028"/>
<register name="RSP" value="0x00000001000FD3D0"/>
<register name="RBP" value="0x00000001000FD6D0"/>
<register name="RIP" value="0x00007FF77489ACA8"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

</hbLogSessionDllStatus>
</crash>

Autodidactic Attention Deficit Disordered PolymathLenovo Thinkpad Yoga X1 Carbon Intel i7 Gen11Win11 Pro - Clean install Dec 15, 2024

sleerfnivekAuthor

Inspiring

To summarize and hopefully get some attention, this appears to be a problem for a number of people that have likely been misled to think that the problem is their machines...Specifically Lenovo systems with intel shared graphics running Win11.

My machine specs show intel integrated graphics with 128MB dedicated and 8GB shared memory, 16GB total memory. The crash report shows 1GB graphics memory which is not what the specs show. It IS what msinfo32 shows but there's a known issue with it reading over 1GB. DXDiag.exe shows 8179MB display memory.

It's only two years old and had no problem running PS 26.2 and Beta 26.3 in December under Win10.

I clean installed Win11 in mid December as well as Photoshop 26.2 and Beta 26.3 as was running on my Win10 system. Since then, I get an error on FILE>OPEN for any version after 25.9.1.

I've installed each version from the available 23.1 up to the current version, one at a time, testing this with each. All versions up to 25.9.1 operate as expected. 25.11 and all versions since have this problem.

The problem is ONLY experienced in Photoshop, not Illustrator, Bridge, Acrobat, etc.

It runs perfectly fine otherwise. I can open files from my Adobe cloud folders. I can right-click files and "Open With" Photoshop 26.3 Release and Beta 26.5 20250223.m.2987 and everything works perfectly other than FILE>OPEN.

No hardware requirement changes happened between 25.9.1 and 25.11 but this is where the problem occurs. The Graphics tool is all green with "Your graphics processor is compatible".

So the question is.... what changed between 25.9.1 and 25.11?

Why does the crash report show 1GB of graphics memory if my specs are 128MB dedicated/8GB shared?

If it were really an actual graphics or memory problem due to it not reading intel shared video memory correctly (8179MB according to DxDiag.exe) why does the problem only occur on FILE>Open but runs perfectly fine otherwise, including opening from Adobe Cloud?

Since I was running 26.2 on this very machine under Win10 and now can't run past 25.9.1, I feel I can safely say that the cause of this problem isn't my machine and isn't the specs. Something changed in 25.11 and every version since that it likely affects many users with Lenovo Thinkpads with intel shared graphics, running Win11.

Here are the specs from the PS output if anyone is interested:

Adobe Photoshop Version: 26.3.0 20250122.r.156 bfca642 x64
Number of Launches: 5
Operating System: Windows 11 64-bit
Version: 11 or greater 10.0.26100.3194
System architecture: Intel CPU Family:6, Model:14, Stepping:12, AVX2, HyperThreading
Physical processor count: 4
Logical processor count: 8
Processor speed: 2112 MHz
Built-in memory: 16103 MB
Free memory: 10312 MB
Memory available to Photoshop: 11858 MB
Memory used by Photoshop: 70 %
Crash Handler: Adobe
DCX Version: 7.24.14
SAM SDK Version: 9.1.0.2-fio
ACP.local Status:
- SDK Version: 4.0.0.6
- Core Sync Status: Reachable and compatible
- Core Sync Running: 7.4.0.31
- Min Core Sync Required: 4.3.66.28
Live Edit Client SDK Version: 4.0.6
Adobe Firefly: Please use any generative AI feature to view the latest version.
OpenColorIO version: 2.4.0
C2PA library version: adobe_c2pa/0.12.2 c2pa-rs/0.32.5
NGL Version: 1.40.0.8
Chalkboard: Disabled.
Chalkboard Doc Create: Disabled.
D3D12Warp renderer: Disabled.
Precise Color Management for HDR Display: Disabled.
Alias Layers: Disabled.
Highbeam: Disabled.
Image tile size: 1024K
Image cache levels: 4
Font Preview: Medium
HarfBuzz Version: 7.3.0
TextEngine: Unified Text Engine
======= GPU
Native API stable: True
OpenCL API stable: True
GPUDeny: 0
GPUForce: 0
useGPU: 1
useOpenCL: 1
isGPUCapable: 1
isGPUAllowed: 1
GPUName: Intel(R) UHD Graphics
GPUVendor: INTEL
Intel(R) UHD Graphics UNKNOWN, INTEL
IsNativeGPUCapable: 1
IsOpenCLGPUCapable: 1
HasSufficientRAM: 1
GPU accessible RAM: 8,570 MB
Required GPU accessible RAM: 1,500 MB
UseGraphicsProcessorChecked: 1
UseOpenCLChecked: 1
Windows remote desktop: 0
Windows available feature level: 12.1
Windows required feature level: 12.0
Windows has required feature level: 1
Display: 1
Display Bounds: (0, 0) -> (1920, 1080)
Display scale: 1.25
Main Display
Display Type: SDR
Display Profile: sRGB IEC61966-2.1
------- Sniffer output
[0 ms]
Launch GPUSnifferThread

[1 ms]
Start RunAllAPIs

[1 ms]
C:\Program Files\Adobe\Adobe Photoshop 2025\sniffer.exe -baseTimeMS=9842149 -comment=Photoshop Version: Adobe Photoshop 26.3.0 20250122.r.156 bfca642 x64

[1 ms]
Start GetSnifferResult

[1249 ms]
Start sniffer 2025-02-25 13:46:13
# Photoshop Version: Adobe Photoshop 26.3.0 20250122.r.156 bfca642 x64
C:\Program Files\Adobe\Adobe Photoshop 2025\sniffer.exe -baseTimeMS=9842149 -comment=Photoshop Version: Adobe Photoshop 26.3.0 20250122.r.156 bfca642 x64

{191 ms}
Start platform native
# displays: 1
Display 0
Display: \\.\DISPLAY1
Main: TRUE
Built in: FALSE
Stereo: FALSE
Bounds: (0, 0) -> (1,920, 1,080)
Dimensions: (1,920 1,080)
Display scale: 1.25
Physical size: (0 0)
Pixel size: (0 0)
Dynamic range: (0 1)
Attached Device: (DeviceID name=Intel(R) UHD Graphics index=0)

# devices: 1
Device 0
Name: Intel(R) UHD Graphics
Preferred: TRUE
Power Envelope: UNKNOWN
Attachment: UNKNOWN
# attached displays: 1
\\.\DISPLAY1
GPU accessible RAM: 8,570 MB
VRAM: 128 MB
Dedicated System RAM: 0 MB
Shared System RAM: 8,442 MB
API version: 12.1 (12.1)
Device version: 12.0 (12.0)
Vendor name: INTEL
Driver date: 2024-08-13 000000.000000-000
Driver age: 6 months
Driver version: 31.0.101.2130
Supports UMA: SUPPORTED
D3D-ID: 39745
End platform native
{331 ms}

{331 ms}
Start platform OpenCL
# displays: 0

# devices: 1
Device 0
Name: Intel(R) UHD Graphics
Preferred: TRUE
Power Envelope: INTEGRATED
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 6,754 MB
VRAM: 6,754 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 3.0 (OpenCL 3.0 )
Device version: 3.0 (OpenCL 3.0 NEO )
Vendor name: INTEL
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 19 GB / s
Compute score: 182.645
Device name string: Intel(R) UHD Graphics
Device vendor string: Intel(R) Corporation
Platform name string: Intel(R) OpenCL HD Graphics
Platform vendor string: Intel(R) Corporation
End platform OpenCL
{1216 ms}

Exit code kExitNormal
End sniffer 2025-02-25 13:46:14
[kStatusNormal, kExitNormal]

[1250 ms]
Finish RunAllAPIs

[1257 ms]
Finish GetSnifferResult

Autodidactic Attention Deficit Disordered PolymathLenovo Thinkpad Yoga X1 Carbon Intel i7 Gen11Win11 Pro - Clean install Dec 15, 2024

sleerfnivekAuthor

Inspiring

Still getting nowhere with this and getting quite frustrated.

I just did moved over to the Windows Insider edition because there's a fix there for a slow right-click problem in Explorer. The update took about 2 hours so I'm assuming it was a major revision. Booted back up and still have the same problem.

As mentioned before, I didn't have this problem with 26.2 on Win10 in mid December. But After a clean install of Win11 in mid December I've had this problem and the problem is there all the way back to 25.11. v25.9.1 does NOT crash on FILE>Open. 25.11 and every version after does.

So what changed between 25.9.1 and 25.11?

Autodidactic Attention Deficit Disordered PolymathLenovo Thinkpad Yoga X1 Carbon Intel i7 Gen11Win11 Pro - Clean install Dec 15, 2024

c.pfaffenbichler

Community Expert

Have you restored the Preferences yet (after making sure all customized presets like Actions, Patterns, Brushes etc. have been saved)?:
https://helpx.adobe.com/photoshop/using/preferences.html
https://helpx.adobe.com/photoshop/kb/basic-trouble-shooting-steps.html
https://helpx.adobe.com/photoshop/kb/troubleshoot-gpu-graphics-card.html

sleerfnivekAuthor

Inspiring

I have. To clarify, I know this is something I probably did myself while setting up the system. The only thing I did different from usual installations is that I'm running "StartAllBack" but I never had problems with it before. I'm hoping someone else has run into this because I don't have to reinstall all my brushes and other customizations yet again. It's a nuisance rather than being critical since I can still use it fine as long as I open the images from Explorer. To clarify the problem, here's what I'm running into...

If I right-click an image in Explorer and "Open With" and choose Photoshop, everything runs just fine.
If I open photoshop and click File. Open recent, and click on a file in the history, it opens fine.
File>Browse in Bridge I can open images fine.

Other adobe apps work as expected.

In Photoshop, if I go to File>Open or File>Open As, it pops up a prompt "Sorry, an error occurred" to submit the error to Adobe and when I do, it shuts down.

The error is : <crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FF773A005F8"><backtrace crashedThread="0">

Autodidactic Attention Deficit Disordered PolymathLenovo Thinkpad Yoga X1 Carbon Intel i7 Gen11Win11 Pro - Clean install Dec 15, 2024

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded