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matzl
matzl
Inspiring
October 2, 2018
Answered

Photoshop CC crashing on startup when color depth in Windows is set to 32 bit

  • October 2, 2018
  • 2 replies
  • 2179 views

Two of our users experience crashes when opening Photoshop CC. I found out that these crashes happen only when Windows runs in (default) 32 Bit color depth mode. When i change the color depth to 16 Bit, no crashes do happen.

Updating the graphics driver to the latest version did not help. The pc got changed and the user got recreated. We do habe more photoshop users working under the same conditions but have no problems.

Here's the crash dump:
___________________________________________________________

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Photoshop CC" applicationVersion="19.1.5" build="20180604.r.346">

<time year="2018" month="10" day="2" hour="14" minute="3" second="13"/>

<user guid="7568678f-2dc7-43fa-be88-48c12775051c"/>

<system platform="Windows 7 Enterprise" osversion="6.1" osbuild="7601" applicationlanguage="de-de" userlanguage="de-AT" oslanguage="de-AT" ram="7838" machine="Intel(R) Core(TM) i5-6300U CPU @ 2.40GHz" model="Intel64 Family 6 Model 78 Stepping 3" cpuCount="4" cpuType="8664" cpuFreq="2496 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x000007FEBEC76E30">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x000007FEBEC76E30" symbolname="DrvValidateVersion"/>

<stackStatement index="1" address="0x000007FEBE9AF11B" symbolname="DrvGetLayerPaletteEntries"/>

<stackStatement index="2" address="0x000007FEBE83F29C" symbolname="DrvGetLayerPaletteEntries"/>

<stackStatement index="3" address="0x000007FEBE82F5C8" symbolname="RegisterProcTableCallback"/>

<stackStatement index="4" address="0x000007FEBE83412E" symbolname="DrvGetLayerPaletteEntries"/>

<stackStatement index="5" address="0x000007FEBE835A3B" symbolname="DrvGetLayerPaletteEntries"/>

<stackStatement index="6" address="0x000007FEBE77D6C0" symbolname="RegisterProcTableCallback"/>

<stackStatement index="7" address="0x000007FEBE6A4E64" symbolname="unknown"/>

<stackStatement index="8" address="0x000007FEBEC11439" symbolname="DrvSetContext"/>

<stackStatement index="9" address="0x000007FEE1D3517E" symbolname="wglSwapLayerBuffers"/>

<stackStatement index="10" address="0x000007FEE1D35604" symbolname="wglMakeCurrent"/>

<stackStatement index="11" address="0x000007FEC5B66A7E" symbolname="unknown"/>

<stackStatement index="12" address="0x000007FEC5B63130" symbolname="unknown"/>

<stackStatement index="13" address="0x000007FEC5B63044" symbolname="unknown"/>

<stackStatement index="14" address="0x000007FEC5B62B20" symbolname="unknown"/>

<stackStatement index="15" address="0x000007FEC5B16B10" symbolname="unknown"/>

<stackStatement index="16" address="0x000007FEC5B1D9F0" symbolname="unknown"/>

<stackStatement index="17" address="0x000007FEC5B75979" symbolname="PluginMain"/>

<stackStatement index="18" address="0x000007FEC5B75244" symbolname="PluginMain"/>

<stackStatement index="19" address="0x000007FEC5B6D16A" symbolname="unknown"/>

<stackStatement index="20" address="0x000007FEC5B69DB3" symbolname="unknown"/>

<stackStatement index="21" address="0x00000001477D0F03" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="22" address="0x00000001477D1FE0" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="23" address="0x00000001477D063C" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="24" address="0x00000001477D0894" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="25" address="0x00000001477D2429" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="26" address="0x0000000148921911" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="27" address="0x0000000147BC9D42" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="28" address="0x000000014928FFF8" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="29" address="0x000000014989C287" symbolname="deepcut::PostProc"/>

<stackStatement index="30" address="0x00000000774A59CD" symbolname="BaseThreadInitThunk"/>

<stackStatement index="31" address="0x000000007760385D" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x000000000A2F5760"/>

<register name="RBX" value="0x0000000000000000"/>

<register name="RCX" value="0x0000000000000000"/>

<register name="RDX" value="0x000000000A34A410"/>

<register name="RSI" value="0x00000000042187B8"/>

<register name="RDI" value="0x0000000004218730"/>

<register name="RSP" value="0x000000000017DD78"/>

<register name="RBP" value="0x0000000000000000"/>

<register name="RIP" value="0x000007FEBEC76E30"/>

<register name="EFL" value="0x0000000000010287"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

<binaryImageSet>

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<dumpType>

Mini

</dumpType>

</crash>

</crashreport>

    This topic has been closed for replies.
    Correct answer matzl

    Had the same problem.

    I have iGPU and got back to Intel Graphics Driver v24.20.100.6286 (29/08/2018)

    Worked for me so far !


    I found the cause of the problem. It's a software called DisplayLink used to connect a Dockingstation via Type-C or Type-A USB to Client. The dock model uses the DisplayLink software and is not usable witjout it. Unfortunately it causes Photoshop to crash when used normally. I'll contact dell with this issue because I would like to know if they forgot to test this with Adobe entierely or if it's a local problem.

    2 replies

    D Fosse
    Community Expert
    D FosseCommunity Expert
    Community Expert
    October 10, 2018

    Ah, OK. Well, then the Intel driver is the problem.

    matzl
    matzlAuthor
    Inspiring
    October 5, 2018

    Someone might help?

    Akash Sharma
    Akash Sharma
    Legend
    October 8, 2018

    Hi matzl,

    Sorry that your post somehow didn't get a reply As you've mentioned that Photoshop is crashing when the color depth is set to 32 in Windows, I would expect the application to misbehave as it is not designed to work this way. If you're looking to run Photoshop in 32-bit color depth, I'd recommend that you install Photoshop(32-bit) version.

    Here is the download link: Download Photoshop

    Let us know if that helps.

    Thanks,

    Akash

    matzl
    matzlAuthor
    Inspiring
    October 8, 2018

    Hello Akash,

    i think you don't understand the difference between the meaning of color depth represented in the number of bits you can use and 32 and 64 bit computing.

    Please ask a colleague to clarify it.

    Furthermore we install the same version on all clients which are at least 25 people/clients.

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