Participant

Question

Photoshop CC 2018 - An Unrecoverable Problem Has Occured

Forum|Forum|8 years ago
January 22, 2018
3 replies
11574 views

I'm having an issue with computers recently updated to Windows 1709 Fall Creator's Update and Photoshop CC 2018 specifically. Every time I launch the program, I get the message "An unrecoverable problem has occurred. Photoshop will now exit." Even after uninstalling and removing all preferences, and even deleting the Adobe folders in the user\appdata folders, it still won't work after re-installing. All other Adobe CC 2018 programs work just fine, and even Photoshop CC 2017 works great when I choose to install the older version. I however cannot get Photoshop 2018 to work. Has anyone experienced the issue or is there a specific log that can provide more info to the issue?

This topic has been closed for replies.

Anonymous17401632

Participant

Photoshop 18.1.2 seems like the latest one that works for us on Windows 10 1709.

A

Admirable_Wizard157F

Participating Frequently

Are you using Cylance or other antivirus? We've had this kind of symptom caused by antivirus software in the past, most recently with Cylance. The issue was reported to them and they're creating a whitelist entry for Photoshop to avoid causing the problem. So if you have Cylance be sure you're up to date. In the meantime, your IT support person may be able to help you temporarily disable the antivirus software or whitelist Photoshop.

M

minh76028501Author

Participant

Yes actually, we are using Cylance. I'm the IT person at my firm. On the affected machines, I have actually tried uninstalling Cylance, then uninstalling and re-installing Photoshop CC 2018 and it didn't seem to fix the issue. Do you know what were the complete steps you guys did to fix the issues after disabling/white listing it the antivirus?

J

J453

Legend

Hi Mihn, check with the Cylance folks. Customer Support Community

There were a few other customers here that worked with them to solve it:

https://feedback.photoshop.com/photoshop_family/topics/photoshop-crash-on-launch-crashreporter-not-loading-macos

kglad

Community Expert

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 3 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

[moved from Creative Suites to Creative Cloud Download & Install]

M

minh76028501Author

Participant

I have tried all of that first. Unfortunately it did not help.

kglad

Community Expert

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html or contact @AdobeCare via twitter.

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