Photoshop won't launch correctly with new Surface Book 2

Forum|Forum|6 years ago
January 9, 2020
1 reply
1534 views

I just got a new surfacebook 2 15inch I7, nvidia 1060, 16gb memory

I am having issues launching photoshop, it opened yesterday but froze and crashed, I updated windows and nvidia drivers and now when I open it launches a gray screen with nothing but the ribbon menus, I can access those but the rest of the screen wont launch. It then closes itself within a about 15 seconds, I can find it in task manager after 50% of the time it isusing some memory but no CPU the other 50% it is not responding. I have updated windows to 1909 18363.535 and also updated my nvidia driver to the latest creative for my GPU.

I have uninstalled PS and CC and run the cleaning tool and reinstalled, no fix, I tried turning off graphical processing no change.

One strange thing is that it does seem to not have me logged into PS even though i am logged into CC.

I appreciate any help.

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This topic has been closed for replies.

Sahil.Chawla

Adobe Employee

Hi there,

Sorry to hear about Photoshop crashing on the Surfacebook 2, could you please uninstall photoshop but make sure to choose the option “Yes, remove app preference”.

Once that process finishes, start the installation process and look into the “Advanced Options”. Uncheck “Import previous settings and preferences” and choose to “Remove old versions”.

Let us know if it helps.
Regards,
Sahil

Kovaks33Author

Participant

it doesn't look like it worked,

it still shows

it also still seems like once photoshop loads it isn't signing me in.

here is the error I see

Log Name: Application
Source: Application Hang
Date: 1/9/20 11:28:34 AM
Event ID: 1002
Task Category: (101)
Level: Error
Keywords: Classic
User: N/A
Computer:
Description:
The program Photoshop.exe version 21.0.2.57 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
Process ID: 674
Start Time: 01d5c722f2751a1c
Termination Time: 16
Application Path: C:\Program Files\Adobe\Adobe Photoshop 2020\Photoshop.exe
Report Id: 07635c34-ffde-449c-a6b3-a42717321900
Faulting package full name:
Faulting package-relative application ID:
Hang type: Unknown

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Hang" />
<EventID Qualifiers="0">1002</EventID>
<Level>2</Level>
<Task>101</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2020-01-09T19:28:34.716827600Z" />
<EventRecordID>4067</EventRecordID>
<Channel>Application</Channel>
<Computer></Computer>
<Security />
</System>
<EventData>
<Data>Photoshop.exe</Data>
<Data>21.0.2.57</Data>
<Data>674</Data>
<Data>01d5c722f2751a1c</Data>
<Data>16</Data>
<Data>C:\Program Files\Adobe\Adobe Photoshop 2020\Photoshop.exe</Data>
<Data>07635c34-ffde-449c-a6b3-a42717321900</Data>
<Data>
</Data>
<Data>
</Data>
<Data>Unknown</Data>
<Binary>55006E006B006E006F0077006E0000000000</Binary>
</EventData>
</Event>

Version=1
EventType=AppHangB1
EventTime=132230717235880964
ReportType=3
Consent=1
UploadTime=132230717267905293
ReportStatus=268435456
ReportIdentifier=ee4cb49e-e69f-4373-9c9e-d8aa67fe825e
IntegratorReportIdentifier=e2f58348-3988-4839-8069-05bb59587615
Wow64Host=34404
NsAppName=Photoshop.exe
OriginalFilename=Photoshop.exe
AppSessionGuid=00002cd0-0001-0012-05c5-0ffd22c7d501
TargetAppId=W:00068bf92ecfb34a22b015e481ebbe3f7b9700000904!00003e8c87de486aeb2985ca123311d9d67805af866e!Photoshop.exe
TargetAppVer=2019//11//23:00:49:02!d34b550!Photoshop.exe
BootId=4294967295
TargetAsId=489
UserImpactVector=269484304
IsFatal=1
EtwNonCollectReason=1
Response.BucketId=cca6614843c98a493973a3476f9cf5f1
Response.BucketTable=5
Response.LegacyBucketId=1833989000480486897
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=Photoshop.exe
Sig[1].Name=Application Version
Sig[1].Value=21.0.2.57
Sig[2].Name=Application Timestamp
Sig[2].Value=5dd881fe
Sig[3].Name=Hang Signature
Sig[3].Value=95e0
Sig[4].Name=Hang Type
Sig[4].Value=134217728
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=10.0.18363.2.0.0.256.4
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Hang Signature 1
DynamicSig[22].Value=95e000f0bce5b054bcddf1c609f47819
DynamicSig[23].Name=Additional Hang Signature 2
DynamicSig[23].Value=fae3
DynamicSig[24].Name=Additional Hang Signature 3
DynamicSig[24].Value=fae33176c6ed43d0c6d2e0af633e00b6
DynamicSig[25].Name=Additional Hang Signature 4
DynamicSig[25].Value=95e0
DynamicSig[26].Name=Additional Hang Signature 5
DynamicSig[26].Value=95e000f0bce5b054bcddf1c609f47819
DynamicSig[27].Name=Additional Hang Signature 6
DynamicSig[27].Value=fae3
DynamicSig[28].Name=Additional Hang Signature 7
DynamicSig[28].Value=fae33176c6ed43d0c6d2e0af633e00b6
UI[3]=Adobe Photoshop 2020 is not responding
UI[4]=If you close the program, you might lose information.
UI[5]=Close the program
UI[6]=Close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\Adobe\Adobe Photoshop 2020\Photoshop.exe
LoadedModule[1]=C:\windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\windows\System32\KERNEL32.DLL
LoadedModule[3]=C:\windows\System32\KERNELBASE.dll
LoadedModule[4]=C:\windows\SYSTEM32\apphelp.dll
LoadedModule[5]=C:\windows\SYSTEM32\AcGenral.dll
LoadedModule[6]=C:\windows\System32\msvcrt.dll
LoadedModule[7]=C:\windows\System32\sechost.dll
LoadedModule[8]=C:\windows\System32\RPCRT4.dll
LoadedModule[9]=C:\windows\System32\SHLWAPI.dll
LoadedModule[10]=C:\windows\System32\combase.dll
LoadedModule[11]=C:\windows\System32\ucrtbase.dll
LoadedModule[12]=C:\windows\System32\bcryptPrimitives.dll
LoadedModule[13]=C:\windows\System32\GDI32.dll
LoadedModule[14]=C:\windows\System32\win32u.dll
LoadedModule[15]=C:\windows\System32\gdi32full.dll
LoadedModule[16]=C:\windows\System32\msvcp_win.dll
LoadedModule[17]=C:\windows\System32\USER32.dll
LoadedModule[18]=C:\windows\System32\ole32.dll
LoadedModule[19]=C:\windows\System32\advapi32.dll
LoadedModule[20]=C:\windows\System32\SHELL32.dll
LoadedModule[21]=C:\windows\System32\cfgmgr32.dll
LoadedModule[22]=C:\windows\System32\shcore.dll
LoadedModule[23]=C:\windows\System32\windows.storage.dll
LoadedModule[24]=C:\windows\System32\profapi.dll
LoadedModule[25]=C:\windows\System32\powrprof.dll
LoadedModule[26]=C:\windows\System32\UMPDC.dll
LoadedModule[27]=C:\windows\System32\kernel.appcore.dll
LoadedModule[28]=C:\windows\System32\cryptsp.dll
LoadedModule[29]=C:\windows\SYSTEM32\USERENV.dll
LoadedModule[30]=C:\windows\SYSTEM32\MPR.dll
LoadedModule[31]=C:\windows\SYSTEM32\SspiCli.dll
LoadedModule[32]=C:\windows\System32\IMM32.DLL
LoadedModule[33]=C:\windows\System32\WS2_32.dll
LoadedModule[34]=C:\windows\WinSxS\amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.18362.535_none_17aea62c6da281ef\gdiplus.dll
LoadedModule[35]=C:\windows\SYSTEM32\dxgi.dll
LoadedModule[36]=C:\Program Files\Adobe\Adobe Photoshop 2020\libusd_ms.dll
LoadedModule[37]=C:\windows\System32\bcrypt.dll
LoadedModule[38]=C:\windows\System32\CRYPT32.dll
LoadedModule[39]=C:\windows\SYSTEM32\D3DCOMPILER_47.dll
LoadedModule[40]=C:\windows\System32\MSASN1.dll
LoadedModule[41]=C:\windows\SYSTEM32\mscms.dll
LoadedModule[42]=C:\windows\SYSTEM32\WINHTTP.dll
LoadedModule[43]=C:\windows\SYSTEM32\IPHLPAPI.DLL
LoadedModule[44]=C:\windows\SYSTEM32\OPENGL32.dll
LoadedModule[45]=C:\windows\SYSTEM32\WININET.dll
LoadedModule[46]=C:\windows\SYSTEM32\WINSPOOL.DRV
LoadedModule[47]=C:\Program Files\Adobe\Adobe Photoshop 2020\tbb.dll
LoadedModule[48]=C:\Program Files\Adobe\Adobe Photoshop 2020\inference_engine.dll
LoadedModule[49]=C:\Program Files\Adobe\Adobe Photoshop 2020\AdbePM.dll
LoadedModule[50]=C:\Program Files\Adobe\Adobe Photoshop 2020\ExtendScript.dll
LoadedModule[51]=C:\Program Files\Adobe\Adobe Photoshop 2020\ScCore.dll
LoadedModule[52]=C:\Program Files\Adobe\Adobe Photoshop 2020\CRClient.dll
LoadedModule[53]=C:\Program Files\Adobe\Adobe Photoshop 2020\icucnv64.dll
LoadedModule[54]=C:\Program Files\Adobe\Adobe Photoshop 2020\opencv_world320.dll
LoadedModule[55]=C:\Program Files\Adobe\Adobe Photoshop 2020\AdobeOwl.dll
LoadedModule[56]=C:\Program Files\Adobe\Adobe Photoshop 2020\VulcanControl.dll
LoadedModule[57]=C:\windows\System32\OLEAUT32.dll
LoadedModule[58]=C:\Program Files\Adobe\Adobe Photoshop 2020\VulcanMessage5.dll
LoadedModule[59]=C:\Program Files\Adobe\Adobe Photoshop 2020\AdobeXMPFiles.dll
LoadedModule[60]=C:\Program Files\Adobe\Adobe Photoshop 2020\cg.dll
LoadedModule[61]=C:\Program Files\Adobe\Adobe Photoshop 2020\ahclient.dll
LoadedModule[62]=C:\Program Files\Adobe\Adobe Photoshop 2020\AXEDOMCore.dll
LoadedModule[63]=C:\Program Files\Adobe\Adobe Photoshop 2020\MPS.dll
LoadedModule[64]=C:\Program Files\Adobe\Adobe Photoshop 2020\dnssd.dll
LoadedModule[65]=C:\Program Files\Adobe\Adobe Photoshop 2020\PlugPlugOwl.dll
LoadedModule[66]=C:\Program Files\Adobe\Adobe Photoshop 2020\CITThreading.dll
LoadedModule[67]=C:\Program Files\Adobe\Adobe Photoshop 2020\AdobeLinguistic.dll
LoadedModule[68]=C:\windows\SYSTEM32\MSVCP140.dll
LoadedModule[69]=C:\windows\SYSTEM32\dbghelp.dll
LoadedModule[70]=C:\windows\SYSTEM32\Secur32.dll
LoadedModule[71]=C:\windows\SYSTEM32\SensApi.dll
LoadedModule[72]=C:\windows\SYSTEM32\VCRUNTIME140.dll
LoadedModule[73]=C:\Program Files\Adobe\Adobe Photoshop 2020\dynamic-torqnative.dll
LoadedModule[74]=C:\windows\SYSTEM32\ColorAdapterClient.dll
LoadedModule[75]=C:\windows\SYSTEM32\GLU32.dll
LoadedModule[76]=C:\Program Files\Adobe\Adobe Photoshop 2020\icuuc64.dll
LoadedModule[77]=C:\windows\SYSTEM32\PROPSYS.dll
LoadedModule[78]=C:\windows\System32\PSAPI.DLL
LoadedModule[79]=C:\Program Files\Adobe\Adobe Photoshop 2020\libmmd.dll
LoadedModule[80]=C:\Program Files\Adobe\Adobe Photoshop 2020\tbbmalloc.dll
LoadedModule[81]=C:\Program Files\Adobe\Adobe Photoshop 2020\svml_dispmd.dll
LoadedModule[82]=C:\windows\SYSTEM32\CONCRT140.dll
LoadedModule[83]=C:\Program Files\Adobe\Adobe Photoshop 2020\AdobeXMP.dll
LoadedModule[84]=C:\Program Files\Adobe\Adobe Photoshop 2020\AIDE.dll
LoadedModule[85]=C:\windows\SYSTEM32\dxcore.dll
LoadedModule[86]=C:\windows\SYSTEM32\DWrite.dll
LoadedModule[87]=C:\windows\SYSTEM32\credui.dll
LoadedModule[88]=C:\windows\SYSTEM32\MSWSOCK.dll
LoadedModule[89]=C:\windows\SYSTEM32\WINMM.dll
LoadedModule[90]=C:\windows\SYSTEM32\WindowsCodecs.dll
LoadedModule[91]=C:\windows\SYSTEM32\WINMMBASE.dll
LoadedModule[92]=C:\windows\SYSTEM32\DPAPI.DLL
LoadedModule[93]=C:\Program Files\Adobe\Adobe Photoshop 2020\cgGL.dll
LoadedModule[94]=C:\Program Files\Adobe\Adobe Photoshop 2020\icudt64.dll
LoadedModule[95]=C:\windows\SYSTEM32\ninput.dll
LoadedModule[96]=C:\windows\system32\rsaenh.dll
LoadedModule[97]=C:\windows\SYSTEM32\CRYPTBASE.dll
LoadedModule[98]=C:\windows\SYSTEM32\VERSION.dll
LoadedModule[99]=C:\windows\system32\uxtheme.dll
LoadedModule[100]=C:\windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.18362.535_none_e6c3b34713100821\Comctl32.dll
LoadedModule[101]=C:\windows\SYSTEM32\STI.DLL
LoadedModule[102]=C:\windows\System32\MSCTF.dll
LoadedModule[103]=C:\windows\System32\clbcatq.dll
LoadedModule[104]=C:\windows\SYSTEM32\wiatrace.dll
LoadedModule[105]=C:\Program Files\Adobe\Adobe Photoshop 2020\Photoshop.dll
LoadedModule[106]=C:\Program Files\Adobe\Adobe Photoshop 2020\PSViews.dll
LoadedModule[107]=C:\windows\system32\dataexchange.dll
LoadedModule[108]=C:\windows\system32\d3d11.dll
LoadedModule[109]=C:\windows\system32\dcomp.dll
LoadedModule[110]=C:\windows\system32\twinapi.appcore.dll
LoadedModule[111]=C:\windows\system32\RMCLIENT.dll
LoadedModule[112]=C:\windows\system32\d3d12.dll
LoadedModule[113]=C:\windows\system32\d2d1.dll
LoadedModule[114]=C:\windows\system32\c_g18030.dll
LoadedModule[115]=C:\windows\System32\netprofm.dll
LoadedModule[116]=C:\windows\System32\npmproxy.dll
LoadedModule[117]=C:\windows\System32\NSI.dll
LoadedModule[118]=C:\windows\SYSTEM32\dhcpcsvc6.DLL
LoadedModule[119]=C:\windows\SYSTEM32\dhcpcsvc.DLL
LoadedModule[120]=C:\windows\SYSTEM32\DNSAPI.dll
LoadedModule[121]=C:\Program Files\Adobe\Adobe Photoshop 2020\AdobePIP.dll
LoadedModule[122]=C:\Program Files\Adobe\Adobe Photoshop 2020\LogSession.dll
LoadedModule[123]=C:\Program Files\Adobe\Adobe Photoshop 2020\adobe_caps.dll
LoadedModule[124]=C:\windows\SYSTEM32\msi.dll
LoadedModule[125]=C:\windows\system32\wbem\wbemprox.dll
LoadedModule[126]=C:\windows\SYSTEM32\wbemcomn.dll
LoadedModule[127]=C:\windows\system32\wbem\wbemsvc.dll
LoadedModule[128]=C:\windows\system32\wbem\fastprox.dll
LoadedModule[129]=C:\windows\SYSTEM32\amsi.dll
LoadedModule[130]=C:\ProgramData\Microsoft\Windows Defender\platform\4.18.1911.3-0\MpOav.dll
LoadedModule[131]=C:\windows\SYSTEM32\MSIMG32.dll
LoadedModule[132]=C:\windows\System32\TextInputFramework.dll
LoadedModule[133]=C:\windows\System32\CoreMessaging.dll
LoadedModule[134]=C:\windows\System32\CoreUIComponents.dll
LoadedModule[135]=C:\windows\SYSTEM32\ntmarta.dll
LoadedModule[136]=C:\windows\SYSTEM32\wintypes.dll
LoadedModule[137]=C:\windows\System32\iertutil.dll
LoadedModule[138]=C:\windows\system32\Oleacc.dll
LoadedModule[139]=C:\Program Files\Adobe\Adobe Photoshop 2020\Required\Plug-ins\Extensions\FastCore.8bx
LoadedModule[140]=C:\Program Files\Adobe\Adobe Photoshop 2020\Required\Plug-ins\Extensions\MMXCore.8bx
LoadedModule[141]=C:\Program Files\Adobe\Adobe Photoshop 2020\Required\Plug-ins\Extensions\MultiProcessor Support.8bx
LoadedModule[142]=C:\Program Files\Adobe\Adobe Photoshop 2020\PLUGIN.dll
LoadedModule[143]=C:\Program Files\Adobe\Adobe Photoshop 2020\Required\Plug-ins\Extensions\HalideBottlenecks.8bx
LoadedModule[144]=C:\Program Files\Adobe\Adobe Photoshop 2020\Required\Plug-ins\File Formats\Dicom.8bi
LoadedModule[145]=C:\windows\SYSTEM32\NETAPI32.dll
LoadedModule[146]=C:\windows\SYSTEM32\WSOCK32.dll
LoadedModule[147]=C:\Program Files\Common Files\Adobe\Plug-Ins\CC\File Formats\Camera Raw.8bi
LoadedModule[148]=C:\windows\SYSTEM32\WINNSI.DLL
LoadedModule[149]=C:\Program Files\Adobe\Adobe Photoshop 2020\BIB.dll
LoadedModule[150]=C:\Program Files\Adobe\Adobe Photoshop 2020\BIBUtils.dll
LoadedModule[151]=C:\Program Files\Adobe\Adobe Photoshop 2020\AdobeSVGAGM.dll
LoadedModule[152]=C:\Program Files\Adobe\Adobe Photoshop 2020\SVGRE.dll
LoadedModule[153]=C:\Program Files\Adobe\Adobe Photoshop 2020\ACE.dll
LoadedModule[154]=C:\Program Files\Adobe\Adobe Photoshop 2020\AGM.dll
LoadedModule[155]=C:\windows\System32\SETUPAPI.dll
LoadedModule[156]=C:\Program Files\Adobe\Adobe Photoshop 2020\CoolType.dll
LoadedModule[157]=C:\Program Files\Adobe\Adobe Photoshop 2020\AXE8SharedExpat.dll
LoadedModule[158]=C:\windows\SYSTEM32\icm32.dll
LoadedModule[159]=C:\windows\SYSTEM32\mfplat.dll
LoadedModule[160]=C:\windows\SYSTEM32\RTWorkQ.DLL
State[0].Key=Transport.DoneStage1
State[0].Value=1
OsInfo[0].Key=vermaj
OsInfo[0].Value=10
OsInfo[1].Key=vermin
OsInfo[1].Value=0
OsInfo[2].Key=verbld
OsInfo[2].Value=18363
OsInfo[3].Key=ubr
OsInfo[3].Value=535
OsInfo[4].Key=versp
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OsInfo[5].Key=arch
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OsInfo[14].Value=10060
OsInfo[15].Key=osinsty
OsInfo[15].Value=2
OsInfo[16].Key=iever
OsInfo[16].Value=11.535.18362.0-11.0.165
OsInfo[17].Key=portos
OsInfo[17].Value=0
OsInfo[18].Key=ram
OsInfo[18].Value=16308
OsInfo[19].Key=svolsz
OsInfo[19].Value=471
OsInfo[20].Key=wimbt
OsInfo[20].Value=0
OsInfo[21].Key=blddt
OsInfo[21].Value=190318
OsInfo[22].Key=bldtm
OsInfo[22].Value=1202
OsInfo[23].Key=bldbrch
OsInfo[23].Value=19h1_release
OsInfo[24].Key=bldchk
OsInfo[24].Value=0
OsInfo[25].Key=wpvermaj
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OsInfo[26].Key=wpvermin
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OsInfo[31].Key=edition
OsInfo[31].Value=Enterprise
OsInfo[32].Key=ring
OsInfo[32].Value=Retail
OsInfo[33].Key=expid
OsInfo[34].Key=containerid
OsInfo[35].Key=containertype
OsInfo[36].Key=edu
OsInfo[36].Value=0
FriendlyEventName=Stopped responding and was closed
ConsentKey=AppHangXProcB1
AppName=Adobe Photoshop 2020
AppPath=C:\Program Files\Adobe\Adobe Photoshop 2020\Photoshop.exe
ReportDescription=A problem caused this program to stop interacting with Windows.
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=332E88B4E0778B26F90C8268FA411C28
MetadataHash=948908362

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