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DennisRotmensen
Participant
November 23, 2017
Answered

Photoshop elements 2018 from windows store gives blue screen

  • November 23, 2017
  • 4 replies
  • 1628 views

Hi

I just bought Photoshop elements 2018 from the microsoft store but when I try to run my computer does crash and ends up with a blue screen.

I got a fresh new windows 10 installation at my new computer

    This topic has been closed for replies.
    Correct answer Amit Kumar Gupta

    Thanks for uploading the dump file. It is indeed helpful.

    The crash seems to be because of the antivirus update. Can you try disabling your antivirus and see if Photoshop Elements works fine for you.

    Please update us with your finding and the antivirus installed in your system.

    We are further investigating the problem.

    Regards,

    Amit

    4 replies

    Amit Kumar Gupta
    Adobe Employee
    Amit Kumar GuptaCorrect answer
    Adobe Employee
    December 14, 2017

    Thanks for uploading the dump file. It is indeed helpful.

    The crash seems to be because of the antivirus update. Can you try disabling your antivirus and see if Photoshop Elements works fine for you.

    Please update us with your finding and the antivirus installed in your system.

    We are further investigating the problem.

    Regards,

    Amit

    benp61521076
    benp61521076
    Participant
    December 14, 2017

    Disabling Antivirus on my mcahine resolved the issue. Yet to test on other machines that have issue but will test and report back.

    Amit Kumar Gupta
    Adobe Employee
    Amit Kumar Gupta
    Adobe Employee
    December 5, 2017

    Thanks for your reply. We are working to resolve this issue. It will be helpful if we can get the crash dump.

    By default, the Windows 10 dump file is created after the crash at C:\WINDOWS\MEMORY.DMP  If this file is large, please share it online.

    Regards,

    Amit

    benp61521076
    benp61521076
    Participant
    December 10, 2017

    I have the same issue. Although I have installed it on 3 seperate machines using the Microsoft Store using seperate accounts. All 3 blue screen when you start Adobe Elements 2018. I wouldn't mind as much if I hadn't bought the software through the Store for my daughters Xmas present. Obviously a bigger issue going on, so just going to go back to Microsoft store and ask for a refund.

    Amit Kumar Gupta
    Adobe Employee
    Amit Kumar Gupta
    Adobe Employee
    November 28, 2017

    Hi DennisRotmensen,

    We are very sorry that you are facing this issue with Photoshop Elements 2018. Please provide us following information to help you better:

    1. What is the windows version (Type winver in 'Run' and notice the Version and Build number)

    2. What are the steps you performed when you get the crash?
    3. Are you getting it everytime you perform the steps?
    4. Please update your drivers especially Graphics card/Display driver and try again. This could be because of a device driver.

    Please share the screenshot & crash report, if any. You can also email your reply at  Grp-ElementsSupport@adobe.com

    Thanks,

    Amit

    D
    DennisRotmensenAuthor
    Participant
    December 2, 2017

    What is the windows version (Type winver in 'Run' and notice the Version and Build number)

    Windows 10 home -64 bit, build number  1709 16299.64

    . What are the steps you performed when you get the crash?

    Clicking the Photoshop elements 2018 Icon to startup the program and then it starts showing the splashscreen and then windows does crash.

    Are you getting it everytime you perform the steps?

    Yes

    Please update your drivers especially Graphics card/Display driver and try again. This could be because of a device driver.

    NVIDIA GeForce GTX 1060 with all drivers up to date, also all windows 10 drivers are up to date

    Processor: Intel®; Core i5-8600K
    Memory availible: 16Gb
    Harddrive free space 2TB


    I am running it with an account that has admin privileges.

    Dhananjay Sati
    Community Manager
    Dhananjay SatiCommunity Manager
    Community Manager
    November 28, 2017

    Hi DennisRotmensen,

    Thanks for posting in Adobe forum.

    I understand you are facing issue with Adobe Premiere Elements 2018.

    I request you to please create a new user account with administrator access & test Adobe Elements in it .

    Please let us know whether you are facing same issue there or not.

    Thanks

    Regards

    Dhananjay

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