P: Photoshop On the Web Beta Frozen

[Grace278061391dfd]

I have been using Photoshop Beta to access a file, and now when I try to open it, it is stuck loading at 10% and does not move or open. My chrome software is up to date, does anyone know how to fix this issue?

[kevin stohlmeyer]

What does Chrome have to do with the PS Beta - Do you mean you are using Photoshop Online?

[Grace278061391dfd]

Yes, using the online version rather than the app.

[TheDigitalDog]

When Photoshop crashes, this is the first thing to do, try resetting your Photoshop preferences. Press and hold Alt+Control+Shift (Windows) or Option+Command+Shift (macOS) immediately after launching Photoshop. You will be prompted to delete the current settings. You can also reset preferences upon a quit if Photoshop is running by going into General Preferences>General>Reset on Quit.

If that doesn't fix the issue:
Go to Preferences > Performance... and uncheck Multithreaded Compositing - and restart Photoshop.
Still crashing? 
Go to Preferences > Performance... click Advanced Settings... and uncheck "GPU Compositing" - then restart Photoshop. Still crashing?  

And yes, this has absolutely nothing to do with Chrome. 

[PECourtejoie]

Moving to the Photoshop beta forums.

[CoryShubert]

Hi @Grace278061391dfd sorry you are having issues. A couple questions, you say you have been using Ps beta... so you have not had this issue in the past but on this particular file?  Have you restarted your computer and relaunch Ps web to see if things work again? Are you able to open any others files or do any files give you this issue?

Thank you,

Cory

[kevin stohlmeyer]

@TheDigitalDog they are using Photoshop online not the desktop app.

[Grace278061391dfd]

I have tried restarting my computer and ps. Other files can open, it is just this one that gets stuck on 10% when reading the photoshop format. 

[CoryShubert]

Got it, thanks for the update @Grace278061391dfd. Was this file created online or on dekstop and then opened in Ps web? What type of file is it, is it a .psdc file? Have you tried another browser, Edge, to see if that works?

Thank you,

Cory

[Grace278061391dfd]

It is a photoshop cloud document, it was made on desktop and opened on the web. I never had any problems with it until 2 days ago. 

[CoryShubert]

Great, thank you. Are you able to open the file on desktop now?  Could you open the file, make a small change then save it again and resync to the cloud and see if that works and allows you to open on Ps web?

Thank you,

Cory

[CoryShubert]

Hi @carrr11259 sorry to hear you are having issues.  Would it be possible for you to share the file you have issues with? You can send it to shubert@adobe.com and we can see if there is an issue with the file. What browser are you using, have you tired a different one, any changes?

Thank you,

Cory

[CoryShubert]

Thank you @carrr11259 for the error you are seeing. Are you able to open Ps on the web at all, or do you see this error all the time? Have you restarted your computer and tried another browser, are you able to get it to work?

Thank you,

Cory

[CoryShubert]

@carrr11259 would it be possible for you to share the file with the team to see if they can determine what might be happening?

If you go to cloud documents you can share it from there without opening it.

Feel free to share with me, shubert@adobe.com

Thank you,

Cory

[CoryShubert]

The team is looking into this issue.

Thank you,

Cory