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kinkersnick127
Inspiring
November 3, 2016
Question

Photoshop 2017 crashing on open in Windows 10

  • November 3, 2016
  • 17 replies
  • 12152 views

(Originally posted this in the 'Creative Cloud Download & Install' discussion, but was advised by Jeff Wright to post it here instead. Here is my other post: Photoshop 2017 won't open on Windows 10)

I have just downloaded the latest version of Photoshop CC (2017) and it won't even open. It says 'Adobe Photoshop CC 2017 has stopped working'. When I click 'Debug' it says 'An unhandled win32 exception occurred in Photoshop.exe [22540].

I have tried loading it up holding down Ctrl+Alt+Shift to delete the settings file (as someone else suggested) but it didn't fix the problem.

Anyone know how I can fix this?

This topic has been closed for replies.

17 replies

priscillaj25163370
priscillaj25163370
Participant
April 19, 2017

I find a solution for this issue - just uninstall your antivirus. I uninstall mine and the photoshop is working. The antivirus isn't Lavasoft though, it's Bitdefender. Just to make sure, I reinstall it again and open the photoshop. It crashes. I think Adobe has problem with antivirus now since the whole products fail to operate when the computer has antivirus. My Illustrator works like charm after I uninstall the antivirus.

I hope this will solve your problem, and meanwhile, I will look for antivirus that can be used without make my photoshop crashs.

A
Anonymous
April 19, 2017

I had the same solution:) Just re-installing my antivirus program fixed the problem

G
gpsmith1212
Participating Frequently
December 14, 2016

Updated Saturday. It is Tuesday.I have done everything suggested and more. I do not really know what to do next. It would really be nice to process the photos I have taken.

stianhamm
stianhamm
Participant
December 14, 2016

same here, crash at startup.. same With Lightroom.

Mohit Goyal
Community Manager
Mohit GoyalCommunity Manager
Community Manager
December 15, 2016

Hi stianh,

Please share the crash log from the event viewer, so that we find the root cause.

How to find crash logs in Windows: Photoshop Elements Editor Help | How to Find Crash Logs on Windows

Regards,

Mohit

G
gpsmith1212
Participating Frequently
December 14, 2016

Log Name:      Application

Source:        Application Error

Date:          12/13/2016 8:33:50 PM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      gpslaptop

Description:

Faulting application name: Photoshop.exe, version: 18.0.1.29, time stamp: 0x583e911d

Faulting module name: LavasoftTcpService64.dll, version: 2.3.4.7, time stamp: 0x555dc671

Exception code: 0xc0000095

Fault offset: 0x0000000000008902

Faulting process id: 0x1d30

Faulting application start time: 0x01d255b5cf77aeb7

Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2017\Photoshop.exe

Faulting module path: C:\WINDOWS\system32\LavasoftTcpService64.dll

Report Id: 1b2f23c0-b955-431b-b34f-2bc9930938d4

Faulting package full name:

Faulting package-relative application ID:

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2016-12-14T03:33:50.592421300Z" />

    <EventRecordID>6955</EventRecordID>

    <Channel>Application</Channel>

    <Computer>gpslaptop</Computer>

    <Security />

  </System>

  <EventData>

    <Data>Photoshop.exe</Data>

    <Data>18.0.1.29</Data>

    <Data>583e911d</Data>

    <Data>LavasoftTcpService64.dll</Data>

    <Data>2.3.4.7</Data>

    <Data>555dc671</Data>

    <Data>c0000095</Data>

    <Data>0000000000008902</Data>

    <Data>1d30</Data>

    <Data>01d255b5cf77aeb7</Data>

    <Data>C:\Program Files\Adobe\Adobe Photoshop CC 2017\Photoshop.exe</Data>

    <Data>C:\WINDOWS\system32\LavasoftTcpService64.dll</Data>

    <Data>1b2f23c0-b955-431b-b34f-2bc9930938d4</Data>

    <Data>

    </Data>

    <Data>

    </Data>

  </EventData>

</Event>

This is the error code after I removed the Adware program

Mohit Goyal
Community Manager
Mohit GoyalCommunity Manager
Community Manager
December 15, 2016

Hi gpsmith,

You can follow the instructions provided by TerriStevens stated above and it should fix the problem for you.

Regards,

Mohit

G
gpsmith1212
Participating Frequently
December 15, 2016

I have searched (maybe I am not doing that right) but find no remnant to rename. I have reinstalled the 2015 version and seem to have the same log except for 2015 instead of 2017. Sure would appreciate some help in figuring this out.

D
dosakim
Participant
November 30, 2016

OMG photoshop now too! What the HELL Adobe!? I just fixed Illustrator! You guys are killing me!

Braaihard
Braaihard
Participating Frequently
November 6, 2016

Akash Sharma​

Hi Akash and sorry for the late response.

I have checked on Event Viewer but I'm not sure if there is a crash log or perhaps I do not know where to find it. As a matter of fact I have launched Photoshop while running Event Viewer at the same time but I don't get any error messages/logs when Photoshop becomes unresponsive. I have refereshed Event Viewer a few times but cannot find any related crash/error report. I checked both the Application and the System folders but nothing seems to come up. All I know is that I have to close the program using Task manager. Does this generate an error log?

Anyway, as mentioned in my previous post, it is a pretty weird behaviour: If I launch Photoshop using only my laptop built-in monitor, it works perfectly; however, when I connect my USB external display (AOC display via DisplayLink adapter) and launch Photoshop CC2017 it freezes immediately after the splash screen. What's even more baffling is that I have tried connecting an external monitor via HDMI and curiously Photoshop CC 2017 works perfectly.

Moreover, the problem seems to persist only with Photoshop CC 2017! I have used Muse CC 2017 and Illustrator CC 2017 with the USB external display and everything worked smoothly.

TIA

Regards

Alessandro

Akash Sharma
Akash Sharma
Legend
November 7, 2016

Hi Alessandro,

What happens if you uncheck "Use graphics Processor" in Photoshop>>Preferences>>Performance when the Monitor is disconnected, Then try connecting the monitor and using Photoshop?

Regards,

Akash

Braaihard
Braaihard
Participating Frequently
November 7, 2016

Hi

Akash Sharma​

I tried that too but no luck. When I uncheck "Use graphics Processor" Photoshop reverts to the onboard graphics processor (Intel HD 3000) which doesn't support Windows 10 and doesn't detect the external monitor. Even with that option ("Use graphics Processor" unchecked) it will still stop responding if the external USB monitor is connected!

I could be wrong but I think the clue is in the DisplayLink adapter that manages the USB external monitor but I'm not tech-savvy enough to figure out how to fix it. I have manually updated all the drivers to the latest version as Windows 10 didn't pick up there was a more recent version but still to no avail.

It's not a big deal but it is quite frustrating when I need to work on the laptop as I like to use the external display especially when using Photoshop.

Best regards

Alessandro

Terri Stevens
Terri Stevens
Legend
November 5, 2016

Afraid that I can't give you guys a lot of hope here, but reading the thread two obvious things come to mind.

1)AdAware WebCompanion is picking up something in PS2017 as adware and neutralising that component. I'm not familiar with that product but either remove it or configure it to ignore the Adobe folders. False positives will cause any software to cause problems and it is up to Lavasoft to address this problem not Adobe

2) The Event Viewer reports are indicating the DIACOM plugin is faulting. DIACOM is a very specialized file format used in medical imaging and unless you are a medical scientist you don't need it. It also uses the TCP/IP protocol and this might be causing antimalware software to consider it as a threat. This is not an issue on all Windows 10 installs and so must be due to an interaction with something else installed on your specific machines. I would suggest going to the

'C:\Program Files\Adobe\Adobe Photoshop CC 2017\Required\Plug-Ins\File Formats' folder and removing Dicom.8bi. Now start Photoshop and see if it starts.

D
davidm1346782
Participating Frequently
November 5, 2016

Thanks for the reply, especially the information about the diacom plugin.  The tech who had control of my computer was playing about with this but still failed to get Photoshop CC 2017 to work.  However it now works.  I went through the following steps, not all may be needed but it worked for me.

I used CCleaner both for cleaning up temp files etc. and also used the registry cleaner.

In the Plug-Ins\File Formats folder I created a removed files folder and moved the Diacom plugin to it.

I closed down and restarted my PC.

I then successfully launched Photoshop CC 2017.

Thank you!!!

Terri Stevens
Terri Stevens
Legend
November 5, 2016

Glad it worked for you David

W
whitneym43308175
Participant
November 5, 2016

I am also having the same issue with Photoshop and for some reason there aren't any files for the apps on my pc at all.

M
Matthew Schuett
Participant
November 4, 2016

I read further up this threead that there was something to do with a dll file in Windows 10, then I looked at my event viewer log and saw that there was a dll file referenced so I put 2 and 2 together and found that dll file, simply added a 1 into the file name C:\Windows\system32\LavasoftTcpService64.dll - C:\Windows\system32\LavasoftTcpService641.dll and now it works as normal. May help some others out there?

    M
    markk1725149
    Participant
    November 5, 2016

    Thanks. Based on this, I did some further research, and ended up uninstalling Web Companion from Lavasoft. Seems to have cleared up the problem for me, even though the dll was left behind.

    M
    Matthew Schuett
    Participant
    November 4, 2016

    I'm having the exact same issues with Photoshop 2017. Right after the splash page I just get the error message "Photoshop CC 2017 has stopped working"

    Windows 10, i5 6400, 32GB memory and Nvidia GTX 980Ti

    P
    Phealan
    Participant
    November 7, 2016

    Yes the same problem, I have the current driver for AMD Radeon R9 390.

    Downloaded the cleaner, and have removed and installed Photoshop CC2017 twice with the same results, so removed it again and rolled back to 2015 5.5 until my problem is fixed, which I'm assuming requires a new driver from AMD ?

    A
    ASDL
    Participant
    November 4, 2016

    I'm having the same problem, with Photoshop CC (2017) on a brand new install of CC on a brand new HP Envy Windows 10 machine with NVIDEA GEFORCE 940 MX card. Updated the latest driver 10/28/2016 v375.70 WHQL

    No prior settings, plugins, anything.

    Also having problems with Illustrator CC (2017) - it starts, but then the pointer flickers incessantly and I can't access any commands.

    Boqueron.1969
    Boqueron.1969
    Participating Frequently
    November 4, 2016

    ASDL... I'm having the same erratic cursor behavior when Illustrator is launching. Usually it stops when the program has fully loaded and the new "Open" window (with the new / recent document thumbnails and all) is... well... open. Does your cursor flicker incessantly?

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