Inspiring

Answered

Photoshop 2022 Unusable (Literally) Big Sur 11.6.8

Forum|Forum|3 years ago
August 19, 2022
14 replies
1637 views

After 16 months of bliss, stability, and productivity with a (then) new MacBook Pro running Catalina 10.15.7, I was finally forced to update to Big Sur (after losing 7 days to researching, discussing, reading, calling AppleCare to ask questions, backing up, etc.) for some non-Adobe video editing software. In the end, I did a "dirty install" right over the previous OS the computer shipped with. Specs:

MacBook Pro 16-inch, 2019

2.4 GHz 8-Core Intel Core i9

32GB 2667 MHz DDR4

AMD Radeon Pro 5600M 8GB

Literally since the Operating System "upgrade" this afternoon, Photoshop is unusable. It loads to the home screen and creates a blank document but upon importing any photo (.dng, .heic, .jpeg, .png) the program crashes with a "Quit Unexpectedly" error. I have uninstalled and reinstalled mutliple versions of Photoshop but the issue persists. I have granted Full Disk Access and allowed Photoshop to control the computer under Accessibility. I have disabled/unchecked "Use Graphics Processor" in preferences.

When I go to Preferences/Camera Raw, the preferences for Camera Raw won't open at all and the program quits unexpectedly/crashes again. When I go to "About Plugins/Camera Raw," the program also quits/crashes, just as it does upon attempting to import an image.

I have trashed/deleted Preferences under General/Reset Preferences On Quit. I have tried uninstalling from Creative Cloud and then deleting any left over files from the following directories:

~/Library/Application Support

~/Library/Preferences

/Library/LaunchAgents

/Library/LaunchDaemons

/Library/PrivilegedHelperTools

I'm a little frazzled since I've already forfeitted 7-days of productivity prior to this and now have a new issue to sort out. Leaning towards taking the plunge for a clean macOS install to see if that fixes it but am concerned because that too holds no guarantee and then I'm setting myself up for more work downloading all of my apps, manually bringing over all important files from backups without importing the the clutter, and the inevitable stress of performing a clean install/hard drive erase, when I've never really gone that far before.

Photoshop versions I have installed and uninstalled include v 23.5 (latest), v. 23.something (maybe 1), v 22.0, and whatever was originally in-place at the time of moving from Catalina to BigSur (I'd have to load the bootable backup in order to see which version I was on prior to all of this. One of the versions of Photoshop 2021 for sure).

Any help would be a great relief! Thanks in advance for any help you can provide.

macOS

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Correct answer 1992guitars

2 hours on virtual assistant support this evening....Sundar is a hero. It wasn't the graphics card (Photoshop itself was telling me that too under GPU Compatability) so I have no idea what the phone agent was talking about. I couldn't begin to describe the solution because he had to trash so many preferences folders and back-end stuff but he solved everything Photoshop. Now dealing with a much more minor, essentially inconsequential InDesign icon issue which I'll be tackling this evening. Camera Raw 14.5 loads and everything chronicled earlier in my wall of text is no longer an issue.

Evidently clean installing Big Sur would have saved a ton of time after all but I'm just so grateful that the issue got sorted out at all. It was starting to feel hopeless. Support articles didn't fix it nor did even the CC Cleaner....I figured out we might finally be getting somewhere when he started digging deeper into the system. He said in the chat window: "The issue seemed to be with some application or its process running in the system. Hence we did the manual cleanup process."

AppleCare told me that the fact it worked on a new user account indicated that a clean install would probably work, but then didn't seem to point me in the direction of an actual clean install and was casting a vote to re-install the OS from System Recovery without formatting the disk drive. At this stage, I'm sure I could have done the clean install after 9 days of research and preparation (it was ridiculous) but now after all of this, my list of compelling reasons to do so just shrunk many-fold. At least now I'll be able to get back to work. I wish there was more of a takeaway from all of this but the fact that it got sorted out at all is enough for now

R

Robert Roll

Participant

Thanks for the reminder about "General/Reset Preferences On Quit", as I was experiencing a different frustrating issue and happened to come across your thorough description of the Camera Raw glitch.

Glad you got your system back up and running, 1992.

Your simple mention was a help for my lesser complaint... so thanks for the help!

L

Lumigraphics

Legend

I used to work for Apple as a Mac Genius and a standard troubleshooting step is a new user account, that means that a preference file is likely corrupted. At that point you can either trash a bunch of things or just migrate to the new account. Hopefully you have it sorted now.

1

1992guitarsAuthor

Inspiring

Thanks. Seems to be sorted out. Would have done a clean install altogether but got freaked out the more I read about horror stories by people who probably hadn't spent 10 days and nights of their lives studying ahead of time. But not to derail this thread or forum with Apple/Mac conversation. In the end, my CC apps are working again, although I couldn't have done it myself because I don't know enough about how to, and Virtual Support had to do a deep, manual cleaning

1

1992guitarsAuthorCorrect answer

Inspiring

2 hours on virtual assistant support this evening....Sundar is a hero. It wasn't the graphics card (Photoshop itself was telling me that too under GPU Compatability) so I have no idea what the phone agent was talking about. I couldn't begin to describe the solution because he had to trash so many preferences folders and back-end stuff but he solved everything Photoshop. Now dealing with a much more minor, essentially inconsequential InDesign icon issue which I'll be tackling this evening. Camera Raw 14.5 loads and everything chronicled earlier in my wall of text is no longer an issue.

Evidently clean installing Big Sur would have saved a ton of time after all but I'm just so grateful that the issue got sorted out at all. It was starting to feel hopeless. Support articles didn't fix it nor did even the CC Cleaner....I figured out we might finally be getting somewhere when he started digging deeper into the system. He said in the chat window: "The issue seemed to be with some application or its process running in the system. Hence we did the manual cleanup process."

AppleCare told me that the fact it worked on a new user account indicated that a clean install would probably work, but then didn't seem to point me in the direction of an actual clean install and was casting a vote to re-install the OS from System Recovery without formatting the disk drive. At this stage, I'm sure I could have done the clean install after 9 days of research and preparation (it was ridiculous) but now after all of this, my list of compelling reasons to do so just shrunk many-fold. At least now I'll be able to get back to work. I wish there was more of a takeaway from all of this but the fact that it got sorted out at all is enough for now

1

1992guitarsAuthor

Inspiring

Didn't get as far as having to restart in Safe Mode, just setup a new user test account and About Plugins/Camera Raw shows version 14.5 without crashing, Preferences/Camera Raw loads a window without crashing, can import images to a document without crashing, and double-clicking a .dng file opens Photoshop without crashing, although the first time the Camera Raw interface was greyed out and I couldn't do anything so I had to Force Quit (which I assumed was going to be a new problem). However, that issue didn't turn out to be persistent and since then I was able to load .dng files just fine and use the Camera Raw sliders, open/done, etc. So.....

Where does this leave us? Phone support tells me I need to go to Monterey. Wouldn't the totality of other late 2019 Macbook Pro users with identical specs on Big Sur have led to an issue en masse if indeed it's the graphics, that phone says I need to update to Monterey to fix? But online support perhaps points towards a clean macOS install either way? If this isn't a known issue with Big Sur then shouldn't I be fine to clean install Big Sur? Wouldn't that wipe the slate clean and accomplish the same thing just verified from setting up a new user account? Thanks for any help you can provide.

1

1992guitarsAuthor

Inspiring

Will try this now and report back. Was just on phone support for 40 minutes. At the end of the call he said I need to upgrade to Monterey (just went to Big Sur 24 hours ago!) and said the reason is that there is an incompability with my graphics card software, which he said would be updated with a Monterey installation. When I asked if I could just used Camera Raw 13, eventually he said yes. From my bootable backup, evidently this was happening on Catalina on this *particular* machine, but PS 2021 on the other machine running Catalina (10.15.7) with a less powerful GPU is still stable.

Current Graphics (Computer crashes; all PS versions attempted; Camera Raw 14.5):

AMD Radeon Pro 5600M 8 GB

Intel UHD Graphics 630 1536 MB

Second Mac that is stable (PS v. 22.4.2 Camera Raw 13.3):

AMD Radeon Pro 5300M 4GB

Intel UHD Graphics 630 1536

L

Lumigraphics

Legend

This is not happening en masse so its something with your setup. Next step is to try a new user account, and I'd try starting in Safe Mode as well.

https://support.apple.com/en-gb/guide/mac-help/mh21245/mac

https://support.apple.com/en-gb/guide/mac-help/mtusr001/mac

1

1992guitarsAuthor

Inspiring

I just used CC Cleaner, did everything to the letter, with only the "Fix Host File" issue rearing its ugly head. But I tried anyhow, restarted, and reinstalled Creative Cloud. Fresh download of Photoshop 2022, and........

Exact same issue. Won't even load the About Camera Raw window, and dragging a photo into a document immediately crashed it.

I'm losing hope. Is there more I need to clean? Is there any reason at this point to believe a macOS fresh install would fix it? I'm not upset with anyone personally, but the situation itself is getting fairly ridiculous on my end

1

1992guitarsAuthor

Inspiring

For what it's worth (as I cannot edit these posts for whatever reason) that last statement/rhetorical question was only a statement of personal frustration. It was in no way directed at or towards you!! I do very much appreciate your help sorting this out

1

1992guitarsAuthor

Inspiring

Took the plunge to at least use CC Cleaner (short of a macOS fresh install). It cleaned everything except "Fix Host File" remains. A quick web search reveals people are still talking about this on Big Sur. What do I do now? Perhaps I really will just reinstall the entire operating system. Why do computers make our lives so complicated?

1

1992guitarsAuthor

Inspiring

That's fine, but is Camera Raw 13 not supported on Big Sur?

I'm considering using CC Cleaner to clean install Creative Cloud although at this point if I have to do that, I might just clean install the entire macOS from scratch.

My specific question is what's wrong with using Camera Raw 13 right now? Is it not compatible???

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