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T
tbrown9
Participant
November 7, 2016
Question

ElementsSmartTag has stopped working in PSE 15

  • November 7, 2016
  • 1 reply
  • 705 views

I am getting this error message when I run Photoshop Element version 15.  The Problem signature is:

  Problem Event Name: APPCRASH

  Application Name: ElementsSmartTag.exe

  Application Version: 1.0.0.0

  Application Timestamp: 57cd4371

  Fault Module Name: MSVCR120.dll

  Fault Module Version: 12.0.21005.1

  Fault Module Timestamp: 524f83ff

  Exception Code: 40000015

  Exception Offset: 0000000000074a46

  OS Version: 6.1.7601.2.1.0.256.48

  Locale ID: 1033

  Additional Information 1: 6715

  Additional Information 2: 6715d9a77cf4ddb93887ed2e7fe88c8d

  Additional Information 3: 5f71

  Additional Information 4: 5f710b5e0f4f8be0e7e375d00bb6f79d

I am running Windows 7 with the latest important updates as of today installed.  I have a Intel I7-4790 CPU @ 3.6 GHZ and 16GB of memory. My latest Microsoft Visual C++ 2015 Redistributable is 14.0.23918.

Any idea why this error is occurring?

    This topic has been closed for replies.

    1 reply

    A
    andaleebfatima1
    Participating Frequently
    November 10, 2016

    Hi Terry,

    Really sorry that you're facing this issue. In order to investigate this, we would need some logs from your machine.

    I have shared two files with you on Dropbox (Dropbox - DebugLogs_SmartTags.zip and Dropbox - werwindows7.zip   )

    Can you please download this and follow the below steps, to get us detailed logs for debugging-

    0. Close Elements 15 Organizer.

    1. Unzip the two files and run the .reg file with Admin permissions one by one.

    2. Launch Elements 15 Organizer and wait for ElementsSmartTag.exe to crash.

    3. Now, please share the following two files with us, via Dropbox (Have shared a folder Dropbox - Terry Brown )-

         > Log file present at ---- C:\Users\<username>\AppData\Roaming\Adobe\Elements Smart Tag Agent\15.0\Logs\

         > Dump file present at ----- C:\DumpStore\

    Looking forward to resolving this with your help.

    Thanks

    Andaleeb

    T
    tbrown9Author
    Participant
    November 10, 2016

    Thanks for responding. I have uploaded the two requested files.

    Terry Brown

    A
    andaleebfatima1
    Participating Frequently
    November 11, 2016

    Thanks Terry.

    Is your current logged user not an administrator?

    When you installed PSE15, were you logged in as administrator or other user?

    Thanks

    Andaleeb

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