Inspiring

Question

Photoshop freezes whenever I click "System Info"

Forum|Forum|3 years ago
June 4, 2022
6 replies
1525 views

I am running Photoshop on a new HP laptop, Windows 11. Photoshop is up to date, as is Windows and graphics driver. Photoshop seems to work ok but whenever I click System Infom Photoshop freezes. Compleely unresponsive and I have to close it with Task Manager.

Windows

This topic has been closed for replies.

Stephen Marsh

Community Expert

The script in the following topic will dump the system info directly to a text file on the desktop:

https://community.adobe.com/t5/photoshop-ecosystem-ideas/reset-preferences-should-back-them-up-include-sys-info/idi-p/13216667

Hope this helps.

Allen35803

Participant

I have the same problem of SYSTEM INFO freezing Photoshop 2022 when using Windows 11 on a new HP Envy computer. I also did not get anything useful via Adobe help desk. If anyone solves the problem it would be great!

kevinl62018888

Participating Frequently

Hi @heronsong UPDATE FOR YOU AS AT 22/06/2022:

I have been in contact with Karishma from Adobe Support. He is taking this bug investigation further. Essentially we have to analyse the backend when the freeze happens. To help us figure this out might I suggest you download the Adobe Log Collector App. It is a specailly created app that Adobe programmers and dev team use to analyse bug processes etc. Without it one is usually looking for a needle in a haystack! Once you run the app it creates a log file and the app asks one to upload it to the Adobe servers. Do this step. The app then emails you the ref you must tell Adobe support so that they can find the zxp file on their servers. This zxp file is an Adobe zip file holding the log details with hopefully the moment the freeze happens. My suggestion is to create a freeze event and THEN run the Log Collector App. Then you can be sure the event is captured in the log file. Mention to the person you deal with Adobe in the chat portal that I have been dealing with Karishma. If you need my case number let me know. It is a good idea if we pool all the available freeze data, which hopefully will make it easier to isolate what is transpiring in the coding and backend. All the best. K

kevinl62018888

Participating Frequently

Update 4/7/2022: still waiting on feedback from Adobe Customer Care.

kevinl62018888

Participating Frequently

Hi @heronsong @D Fosse @TheDigitalDog

My appologies for taking so long to post again regarding this issue...I have had Long Covid.

Anyway I initially spoke to first level Adobe Support via their live chat feature. He did not know how to solve the issue. I told him that a number of people have now reported this bug. I had also tried to run Photoshop in adminstrator mode - but the program still froze the moment I clicked "system info". The Adobe guy promised to talk to more experienced technicians/programmers who would look at the log files I had emailed Adobe that were created when the freezes occured.

I waited a long time for Adobe to get back to me, and when they did all they told me to do was to create a new computer user and reload Photoshop undeer this new user to solve the problem. Well I tried what they suggested AND IT DID NOT MAKE ANY DIFFERENCE. The app still froze the moment I clicked "system info".

The moment Adobe sent me the advice they just went and closed down my ticket as if they considered the "matter now closed and fixed" without even asking me if it was solved!

A great deal of my time has been wasted as well, and still no closer to figuring out what is causing the bug. Photoshop is completely up to date. Every single driver on my machine is up to date across every single item of hardware! Windows 10 is also completely up to date. I have also run sfc /scannow command to check entire system for any corrupt files and there are NO corrupt files to be found. So my laptop is healthy. I surmise that the problem is with something happening when Photoshop tries to access the system info from Windows 10, but does not have the necessary permissions to access some areas of the Windows system??

It is interesting to note that the System Info function works fine in Adobe Lightroom! So the code in Lightroom is correct!! If ist was an issue with my installation of Windows or my drivers then Lightroom would have been expected to freeze also when I clicked "system info" in that program. But it did not!

I am sure more users must have this bug...they just don't know it yet as not many people go and click on "system info"....it is usually only accessed when Adobe Customer Support request it when trouble shooting.

If any power users have any bright ideas on how to solve this bug I am all ears.

Also maybe an Adobe employee sees this correspondence and is able to pass it on to Adobe staff who are experienced enough to know how to give proper advice that solves this problem and does not waste customer's time by "guessing" what the fix is.

Thanks...I look forward to help 🙂

kevinl62018888

Participating Frequently

Hi heronsong. I am having the EXACT same issue! Today Adobe Creative Cloud automatically updated Photoshop 2022 to the most up to date version. I am runing Windows 10 and all updates are installed and working properly. The moment I click "system inf" in the help menu then immediately Photoshop becomes completely unresponsive, and the only thing I can do is close down the process via Windows Task Manager. My Laptop is also new. HP Pavilion 15 with 8GB RAM, 128 GB SSD Drive and 1 TB HDD drive too. Nvidia Ge Force GTX 1660 Ti with Max Q design and 6GB memory. System boot and all programs running off SSD Drive. I do know that this issue was not presenting itself in the last versions of the App. What is going on?? Clearly this is some kind of bug as now 2 people have the EXACT same issue! My laptop is running optimally. I have run Windows 10 SFC utility and all system files perfect, no currup files in any system files. All drivers are up to date as well! If an Adobe systems expert can please respond. Must we send a bug report in to Adobe? Please assist.

TheDigitalDog

Inspiring

Turn OFF Auto Update in Adobe Creative Cloud IF you don't want auto-update. Update when you want to.

Author “Color Management for Photographers" & "Photoshop CC Color Management/pluralsight"

kevinl62018888

Participating Frequently

Hi. Done. Now we just have to figure out why the new update is freezing. Do you think it would be a good idea to run the Creative Cloud Log Collector Tool? In order to hopefully pick up what the Freeze error report is?

TheDigitalDog

Inspiring

When Photoshop crashes, this is the first thing to do, try resetting your Photoshop preferences. Press and hold Alt+Control+Shift (Windows) or Option+Command+Shift (Mac OS) immediately after launching Photoshop. You will be prompted to delete the current settings. You can also reset preferences upon a quit if Photoshop is running by going into General Preferences>General>Reset on Quit.

Author “Color Management for Photographers" & "Photoshop CC Color Management/pluralsight"

G

gianvitulano

Community Expert

Hi,

does this problem also occur on other Adobe suite software?

H

heronsongAuthor

Inspiring

Sorry for the delay in answering. The problem does not occur in Lightroom - System Info works fine.

kevinl62018888

Participating Frequently

Hi @heronsong have you been able to fix bug by any chance? I have tried just about everthing to no avail (see my last post way way down where I outlined what I tried).

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