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Participating Frequently
January 31, 2018
Question

Adobe Programs Crashing

  • January 31, 2018
  • 1 reply
  • 2469 views

I have been having issues the last few days with my adobe programs crashing. It started the other day with Photoshop CS6. At seemingly random times (some times when opening a file, some times when editing a layer, some times when adding text to a layer, etc.) the program would just stop working and give the following error:

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: Photoshop.exe

  Application Version: 13.0.1.34

  Application Timestamp: 5269b25c

  Fault Module Name: ig9icd64.dll

  Fault Module Version: 21.20.16.4627

  Fault Module Timestamp: 58c19d89

  Exception Code: c0000005

  Exception Offset: 00000000005e6430

  OS Version: 6.1.7601.2.1.0.256.4

  Locale ID: 1033

  Additional Information 1: 5ff5

  Additional Information 2: 5ff5fe5f57475e7034b5aede5c4df334

  Additional Information 3: a91c

  Additional Information 4: a91c53146e67418e2603943c4a391e54

Read our privacy statement online:

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:

  C:\Windows\system32\en-US\erofflps.txt

Then, the same thing started happening with Premiere Pro CC. Any time I try to open a file with the media browser, the program crashes. I've tried several different files but all of them just result in the program crashing and giving the following error:

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: Adobe Premiere Pro.exe

  Application Version: 12.0.1.69

  Application Timestamp: 5a4defd6

  Fault Module Name: ig9icd64.dll

  Fault Module Version: 21.20.16.4627

  Fault Module Timestamp: 58c19d89

  Exception Code: c0000005

  Exception Offset: 00000000005e6430

  OS Version: 6.1.7601.2.1.0.256.4

  Locale ID: 1033

  Additional Information 1: 0da1

  Additional Information 2: 0da120aa35d3635cca041c493592cea9

  Additional Information 3: bc82

  Additional Information 4: bc82e3589756395888daf324dc3dbccd

Read our privacy statement online:

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:

  C:\Windows\system32\en-US\erofflps.txt

Here are my computer specs. Its a work laptop and my IT guys have assured me I should have no problem running the programs.

Windows 7 Enterprise

Service Pack 1

64-bit Operating System

Intel Core i5-6300U CPU @ 2.40GHz

8.00 GB RAM

Intel HD Graphics 520

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    1 reply

    Peferling
    Inspiring
    January 31, 2018

    fault with ig9icd64.dll.  That is your intel graphics driver.  Did you or windows apply and update recently?

    If you so, and you have system restore enabled, you might want to recover to a restore point prior to the update.

    Participating Frequently
    January 31, 2018

    It is a "new" work laptop given to me a few days ago as an "upgrade" from my previous old laptop. I looked on the intel site for a new driver but when I try to install the windows 7 64-bit driver it says its not compatible with my operating system.

    Peferling
    Inspiring
    January 31, 2018

    Typically, the OEM of your PC will have an optimized driver.  Check there and/or try to use an older driver, if Intel no longer supports Win 7 for your config.