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Question

Unreasonable prices for this bugs and support services

Forum|Forum|4 years ago
January 6, 2022
7 replies
902 views

Immediately after the update based on Windows 10 64x on January 6, 22, the first psd file opened was damaged and unavailable. How can a file be damaged by a program update? There was no backup of the file, so the user suffered temporal and financial losses (I really don't understand the instability of this program). I've been using this program in various versions for nearly 10 years, but as a user who purchases it for a fee every month, it's such an unstable and bug-rich program, and I don't think this price is reasonable.

Improve the stability of the program and provide higher-quality services, please.

Windows

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D

default1rx5inupj1pb

Participant

the same problem happened with me right after installing the new update

D Fosse

Community Expert

Same problem as what, exactly? Please provide full details, exactly what you did and when, and to what hardware.

davescm

Community Expert

@greenfull Something that you said in your second post rang alarm bells with me:

" It's been less than two weeks since I got a new computer......."

Have you fully tested this new computer before using it? When building a new PC, I always test the memory using a utility such as memtest86. It takes a while to complete but gives confidence that the RAM in your system is reliable. Remember a single failure in one RAM location can lead to all sorts of issues when data is put into that location but reads back differently. That corrupt data could then be saved in a file to disk resulting in a corrupt file.

Second - as mentioned earlier, test the disk(s) using chkdsk /r. A bad sector could cause all kinds of issues with files reading back incorrectly after storage.

Dave

D Fosse

Community Expert

Yes, we've seen some of these over the years and it always boils down to a failing drive or bad RAM.

The important thing now is to run full backups immediately, before any further corruption occurs! And for the future, establish a safe backup routine that runs daily or on demand.

In fifteen years of working professionally with Photoshop, 8 hours a day, the only file corruption I have ever seen was to an external drive which turned out to have a loose USB3 connector. Moving the disk slightly while copying was enough.

J

jazz-y

Legend

Try to convert file by ImageMagik software. It can not fully restore file, but in some cases can remove corrupted data.

davescm

Community Expert

I'm puzzled with your description. I have not seen any corruption of files from Photoshop here.

The last application update for Photoshop was in December 2021 when it updated to v 23.1. You may of course have delayed that update until January.

You say that your PSD was fine at 6am but later in the day was unreadable. That suggests it was saved by the old version prior to update and corrupted at that stage. Opening a file, in any version, does not alter the file on disk. Only saving does that. Closing without saving does not alter the file on disk.

File corruption can happen with faulty drives and with faulty RAM. Saving from faulty RAM will result in a corrupted file on disk. File corruption can also occur by powering off while saving and by malware.

I would run Chkdsk on the drive and look for any errors. Treat it as suspect until you show otherwise and back up your full system. It may be too late for already corrupted files on disk but would save further loss if the drive fails entirely.

Dave

G

greenfullAuthor

Participating Frequently

I'm also flustered. Not only have I never been damaged by psd files so far, but there is nothing wrong with other psd files that worked at the same time (yesterday morning). That was why I had to suspect this phenomenon as a bug.

(And the reason I ran the update today was because the update guide window popped up when I ran Photoshop today. Usually, I have automatic update settings, but I don't know why it's downloaded now. I just found out from your words that 23.1 was distributed last year, but the difference between 23.1 and the version of Photoshop 2022 I used doesn't seem to be big, so I wonder if just a few patches affect the psd file format, and why other psd work normally.)

And the contents below that you listed (power saving mode, power off during work) do not correspond to me. Because I always shut down Photoshop completely and turn off the computer.

Lastly, thank you for the good tip.

T

Test Screen Name

Legend

I can't understand why there is no backup of the file. Especially as you seem to know it has bugs. What's your excuse?

G

greenfullAuthor

Participating Frequently

I want to ask you that. Which program can damage the file just by opening a normal psd file after the update? You're not saying it's my fault just because I updated the photoshop and opened the psd file, are you? I have no choice but to suspect that it's a bug because there's nothing I've done other than open a photoshop and run a normal psd file. I'm just a person who works on general graphic art.

I've already tried to consult with a counselor on the Adobe site. However, we could not receive any support on this matter. The counselor gave me a link here and informed me that I could report it if I wanted to.

c.pfaffenbichler

Community Expert

Which program can damage the file just by opening a normal psd file after the update?

That is an assumption on your part and you don’t seem to have provided any supporting evidence for it so far.

A Photoshop update does not look for and change psd-files on all available deives and opening a file in Photoshop does not change the file on disk, it loads data into RAM/Scratch memory.

You may have observed a random coincidence of an update and file corruption.

If more people observe similarly unfortunate happenstances with the same update then maybe there is something about your surmise, but so far that does not seem likely to me.

c.pfaffenbichler

Community Expert

Immediately after the update based on Windows 10 64x on January 6, 22, the first psd file opened was damaged and unavailable. How can a file be damaged by a program update?

Correlation does not yet prove causation.

The update coinciding with file corruption does not prove the update caused it.

And how long you’ve had the computer is not relevant.

On what volume was the file located when you last saved it?

Is its curent size on disk about as expected? How big is it?

Can you open the file with the old Photoshop version.

You may want to consider using a regular back-up set-up in the future.

G

greenfullAuthor

Participating Frequently

The file was 80MB. And my disk is 2TB in total, and the C drive with Photoshop has 781GB of free space. It was written below that it was possible to work normally with the psd file in question until 6 a.m. on the day of the update. Please read my comment. It means that file damage is not a problem with my computer specifications.
As I stated in the first article, the first file I opened immediately after the update has never been this damaged during the time I used Photoshop.

Do I have to take an image of all the settings on my computer?

G

greenfullAuthor

Participating Frequently

Additionally, the location of the damaged file was a D drive, which had 1.76 TB of extra space. I still have the conditions to run Photoshop normally yesterday.

A

AxelMatt

Community Expert

I've never heard about this fact that a program did damage a file only when it was opened. It seems that there's a hardware mal function on you hard drive.

In addition give us more informations including the following :

Adobe product and version number
Operating system and version number
The full text of any error message (s)
What you were doing when the problem occurred
Screenshots of the problem and/or error messages
Computer hardware, such as CPU; GPU; the amount of RAM; etc

The above info will help us in trying to solve your problem.

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 11 Pro 25H2 -- LR-Classic 15 - Photoshop 27 - Nik Collection 9 - PureRAW 6 - Topaz Photo AI

G

greenfullAuthor

Participating Frequently

The message when I first opened the psd file in question is as follows. 'There is one or more layers in this file that appear to be corrupted. Do you want to continue reading the layer?' If you press OK or merge in this message, it says, 'I unexpectedly reached the end of the file, so I can't open the file.'
Also, what I can say for sure is that this is not a problem with my computer. It's been less than two weeks since I got a new computer.
Despite the fact that it's not my fault, I don't want to go through this again and lose my files, so I'll try to provide you with the information you want.
1. Genuine adobe Photoshop version 23.1 (there was a problem)
2. Window 10 Home.
3. 'The file cannot be opened because it has unexpectedly reached the end of the file.'
4. Drive Photoshop> Update in the creative cloud according to the update guide message and confirm completion> Drive Photoshop.
5. Image attached. (Korean)
6. intel i9-10900F 2.80ghz/ geforce rtx 3060/ 32GB

In addition, other files except the first psd file opened were operated normally. This is why I came to think of it as a problem of program update.

G

greenfullAuthor

Participating Frequently

One more thing, I was able to use this psd file normally until 6 a.m. on January 6, just before the update. (It's not a matter of files)

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