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Bill Junk
Inspiring
December 25, 2016
Answered

PSE 15 crashes on startup

  • December 25, 2016
  • 6 replies
  • 1519 views

I have a Windows 10 system.  I just installed a downloaded copy of PSE 15.  There were no unusual events during installation.  When I tried to launch PSE 15 it crashed immediately.  I had a similar problem with Photoshop CC 2017 that was "fixed" by renaming the "Spaces" folder, but PSE 15 doesn't have a "Spaces" folder so I can't try that.  Any ideas?

    This topic has been closed for replies.
    Correct answer Bill Junk

    I tried going to the places suggested in the above post but even the instructions provided by Lavasoft did not work.  Their software / application was not registered in a way that Windows "Programs and Features" could indentify it as an application that could be uninstalled, eventhough there was a Lavasoft folder in "Programs (x86)".  I also found a couple instances of dll modules, with one in "Windows/System32".  I finally resorted to a chat session with an Adobe representative.  It probably took 20 minutes or so to resolve the problem -- at least at the moment it appears to be working and my network printing is still functioning.  When I asked the rep what he found and what he did, all he would say was that it was a Lavasoft issue.

    6 replies

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    Bill JunkAuthorCorrect answer
    Inspiring
    December 26, 2016

    I tried going to the places suggested in the above post but even the instructions provided by Lavasoft did not work.  Their software / application was not registered in a way that Windows "Programs and Features" could indentify it as an application that could be uninstalled, eventhough there was a Lavasoft folder in "Programs (x86)".  I also found a couple instances of dll modules, with one in "Windows/System32".  I finally resorted to a chat session with an Adobe representative.  It probably took 20 minutes or so to resolve the problem -- at least at the moment it appears to be working and my network printing is still functioning.  When I asked the rep what he found and what he did, all he would say was that it was a Lavasoft issue.

    gener7
    Community Expert
    gener7Community Expert
    Community Expert
    December 26, 2016

    Thanks for letting us know.

    I may just consider referring future cases to Customer Care rather than risk creating additional problems for users.

    Anyway, glad it's fixed.

    B
    Bill JunkAuthor
    Inspiring
    December 26, 2016

    I guess renaming the Lavasoft folder isn't sufficient to prevent access to it's modules:

    Faulting application name: Adobe Photoshop Elements 15.0.exe, version: 15.0.0.0, time stamp: 0x57cd43a1

    Faulting module name: LavasoftTcpService64.dll, version: 2.3.4.7, time stamp: 0x555dc671

    Exception code: 0xc0000095

    Fault offset: 0x0000000000008902

    Faulting process id: 0x2540

    Faulting application start time: 0x01d25f9b792e3fb0

    Faulting application path: C:\Program Files\Adobe\Photoshop Elements 15\WelcomeScreen\Adobe Photoshop Elements 15.0.exe

    Faulting module path: C:\Windows\system32\LavasoftTcpService64.dll

    Report Id: 6ba87c72-4bca-4ccb-bc16-e2a4cb5a6689

    Faulting package full name:

    Faulting package-relative application ID:

    ---------------------------------------------------------------------------

    gener7
    Community Expert
    gener7Community Expert
    Community Expert
    December 26, 2016

    Here the Adobe helpdoc on fixing the Lavasoft issue: Photoshop crashes with Lavasoft Chrome extension installed

    I'm sure the fix will work for Elements.

    B
    Bill JunkAuthor
    Inspiring
    December 26, 2016

    I'm still trying.  I renamed the Lavasoft folder so that none of the .exe files in it would be accessible.  PSE 15 still crashes when it starts to load.  With respect to some previous comments I've made, my network printing still seems to be working without the Lavasoft TCP support it provides.

    B
    Bill JunkAuthor
    Inspiring
    December 26, 2016

    After running the AMD utility the driver was shown as version 15.200.1062.1004.  I then went back to the Control Panel / Device Manager and rechecked for a driver update.  Windows 10 said there was an update and then installed it.  The version that is now in my system is listed as 15.201.1151.1008.  PSE 15 still won't start.

    J
    jean-michelr40222594
    Participant
    December 26, 2016

    J'ai le même Problème

    Voici le détail dans l'observateur d'évenement

    MichelBParis
    MichelBParis
    Legend
    December 26, 2016

    Your screenshot shows you have a 'Lavasoft' software. It's known to block starting Elements. I don't know the details, but you have to uninstall that program.

    Votre copie d'écran montre que vous avez une application 'Lavasoft'. Il a été reconnu que ce programme bloque le lancement d'Elements. La solution es de désinstaller ce programme. (note: sans doute pas le même problème que Bill Junk).

    B
    Bill JunkAuthor
    Inspiring
    December 26, 2016

    I also downloaded a utility from AMD that was supposed to check my drivers and install new ones if required.  It did say that my drivers for the AMD Radeon HD 5570 needed updating.  After the update and a system restart the problem with PSE 15 persists.

    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    December 25, 2016

    Make sure that your graphics driver is up to date.

    B
    Bill JunkAuthor
    Inspiring
    December 26, 2016

    All my Photoshop applications work without an issue.  I would hope that PSE didn't do something different with graphics.  Control Panel / Device Manager says that the graphics driver is the correct one.

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