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O
ourseIves
Participant
December 16, 2017
Question

Photoshop CC 2018 crashing on startup with Intel Iris Pro Graphics 580 (solution)

  • December 16, 2017
  • 1 reply
  • 2269 views

I just wanted to share my solution for this.

System Specificaitons:

Intel NUC Skull Canyon NUC6i7KYK

Windows 10 Pro

Intel Iris Pro Graphics  580

Intel Core i7-6770HQ 2.6GHz

Issues:

1. Photoshop can't open or create new documents when "Use Graphics Processor" setting is enabled

2. After tweaking some settings and reinstalling, Photoshop stopped working completely (crashes on launch)

3. The crash logs keep showing an EXCEPTION_ACCESS_VIOLATION, with ig9icd64.dll as one of the related files

4. In Event Viewer, the error logs show that the issue was traced to C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_a0a366aa794b0a5b\ig9icd64.dll

Things tried that failed:

- Updating Windows 10 from 1703 to 1709

- Updating Intel drivers to 23.xx

- Checking for hardware issues

- Installing older Photoshop versions (2014-2017) -- issue can be replicated in all versions

Solution (at least for my setup):

I realized an update caused this, and that the display driver was the one causing it, so I checked for some similar reports but was not able to find any good solution. However, since it was traced to an updated and display driver, I tried this link to disable WIndows from updating my display drivers through Windows Update and rolled back to Intel drivers 21.xx and now everything works again.

I think there's currently an issue with Photoshop and the latest (v23) Intel display drivers, especially for Intel Iris Pro Graphics 580.

Additional information from Adobe would be helpful.

This topic has been closed for replies.

1 reply

O
ourseIvesAuthor
Participant
December 16, 2017

For extra information, here are the logs from event viewer and the crash report:

Event Viewer:

障害が発生しているアプリケーション名: Photoshop.exe、バージョン: 15.2.2.310、タイム スタンプ: 0x5480338c

障害が発生しているモジュール名: ig9icd64.dll、バージョン: 23.20.16.4849、タイム スタンプ: 0x59f375c0

例外コード: 0xc000041d

障害オフセット: 0x000000000002a2e7

障害が発生しているプロセス ID: 0x26c8

障害が発生しているアプリケーションの開始時刻: 0x01d37507b824847d

障害が発生しているアプリケーション パス: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe

障害が発生しているモジュール パス: C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_a0a366aa794b0a5b\ig9icd64.dll

レポート ID: fd9df2c9-067f-4798-b443-dd7da6df1e1a

障害が発生しているパッケージの完全な名前:

障害が発生しているパッケージに関連するアプリケーション ID:

Crash Logs:

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="1.6.1" clientVersion="1.6.1" applicationName="Adobe Photoshop CC" applicationVersion="19.0" build="20171103.r.190">

<time year="2017" month="12" day="16" hour="3" minute="12" second="29"/>

<user guid="16e1cfd2-9fdf-47c4-9781-3052fdd88b8c"/>

<system platform="Windows 10 Pro" osversion="10.0" osbuild="16299" applicationlanguage="ja-jp" userlanguage="ja-JP" oslanguage="ja-JP" ram="16272" machine="Intel(R) Core(TM) i7-6770HQ CPU @ 2.60GHz" model="Intel64 Family 6 Model 94 Stepping 3" cpuCount="8" cpuType="8664" cpuFreq="2592 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFB2A51A2E7">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFB2A51A2E7" symbolname="DumpRegistryKeyDefinitions"/>

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<registerSet>

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<dumpType>

Mini

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</crash>

</crashreport>

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