P: Photoshop can't open, freezes on splash image, uses all of ram trying to open then crashes.

[Bella5CE6]

I have googled every possible variation of this problem and tried every fix for this problem, none of them worked. I have tried reinstalling photoshop, deleting everything even remotely related to photohop in the appdata, deleting custom fonts, restarting the computer, updating graphics and computer, and holding every possible combination of alt, ctrl and shift while trying to launch in administrator mode. The result is always the same. It opens the splash image, gets to loading preferences or brushes, spikes RAM usage to every last byte of RAM I have, freezes the computer, then crashes.

And no i'm not running it on a potato i'm running it on an Alienware Aurora 4090, it should have more than enough power to handle this and Photoshop ran perfectly fine for months. Then just today it crashed and has never started up again.

Photoshop version 25.11

Help.

[Ged_Traynor]

@marliton the issue is well documented in the link I posted above

[Ged_Traynor]

@PotatingPhotographer a temp fix for the issue is the correct answer at the top of this thread

[carmenp1]

I used the chat on adobe's website. I allowed remote access to my computer
and they fixed the problem. Photoshop is working now. None of what you
tried is how it was fixed.

[Didier38108259jir4]

Bonjourn, Sur mon macbook pro, j'ai la dernirère version de photoshop beta et là soudainement elle ne demare plus,  la photo de demarrage s'affiche mais l'app ne s'ouvre pas... j'ai redémarrer plusieures fois le mac mais rien n'y fait. avez vous une truc pour ce probleème  ? c'est urgent Merci 🙏🙏🙏🙏🙏☺️ 

[Ged_Traynor]

@carmenp1 "None of what you tried is how it was fixed." perhaps you could share how the issue was fixed for you

[kathy suer56988783]

I see that you can use the creative cloud cleaner tool, but where is it to use?  I can't find it on my computer.  Please tell me how to navigate to it

[c.pfaffenbichler]

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[andyn7783422]

You need to download it: https://helpx.adobe.com/uk/creative-cloud/kb/cc-cleaner-tool-installation-problems.html#enterprise

[terje odinm21729190]

I have the same problem and I have reported it
Terje Osin Mykkeltveit

[돌아버려]

Korean users are also struggling with the same issue right now. Has a solution been found?

[돌아버려]

Korean users are also struggling with the same issue right now. Has a solution been found?

[elvis is dead]

Beginnning this morning I'm unable to open Photoshop, it hands up when Reading preferences ...

I've run disk utility and cleared out a couple of hundred gb of additional space.

Any ideas anyone?

Photoshop (Beta)

25.12 m.2723

Same thing when attempting to open Adobe Photoshop 2024

[HNY38460899aalp]

The PS 2024 suddenly could not be opened because it takes all the RAM in MacBook Air M1. I didn't have any problem a couple of days ago working on a few regular images, each of the raw files has no more than 30 MB, but since yesterday, the error happened again and again. No matther I tried open it through LR or directly open it. I forced to quit it, close all the opened applications and updated the syetem to Sonoma 14.6 but the issue still is there. The laptop is MacBook Air M1 with 8GB RAM and 256 HD. The current used space in HD is 146GB. Any solution? Thanks.

[Kevin Stohlmeyer]

@돌아버려 See the posted solution above. You can use the Translate button at the bottom of the post to translate into Korean.

[henrikh91710977]

Where is the Creative Cloud Cleaner Tool? I'm unable to locate it.

[Bogdan Bobo]

Creative Cloud Cleaner tool For Windows 

Creative Cloud Cleaner tool For Mac 

[Frank39046658yoai]

The same problem here. Can't open Photoshop (regardless if it's beta or 24) anymore.

[marliton]

Hi. https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[yasser39049860s053]

I have a problem when launching photoshop or illustrator, the loading screen freezes when initializing plugins. I tried reinstalling the apps many times and even tried older versions with no luck what should I do next? I am using macOS

photoshop ver : 25.12.  m2723

illustrator ver 

 

[emmgee2004]

So, I have this issue with at least Illustrator and Photoshop. Both refuse to launch.
Running Mac OS Sonoma 14.5

WORKAROUND FOUND:
Rename the ScriptingSupport.plugin to ~ScriptingSupport.plugin.

This file is located in the Adobe Photoshop 2024 package inside Contents/Plugins/Required/Extensions

Doing that results in photoshop opening immediately.

Not sure how this has taken days to address - I found this workaround in about 38 minutes...

Why is this issue occuring? See below.

Analysing the crash dump reveals this:

The crash report indicates that Photoshop froze due to a hang in the main thread. It was unresponsive for 154 seconds before the system started collecting samples. Analyzing the thread sample details, we can pin down the culprit:

**Root Cause:** The hang occurred within the "ScriptingSupport" plugin, specifically while loading an XML file using the TinyXML library. The main thread gets stuck in a loop inside the `TiXmlElement::ReadValue` function, which is repeatedly calling `operator new` to allocate memory. This likely points to an issue with the XML file itself or how TinyXML is processing it, potentially an extremely large or malformed file.

**Key Evidence:**

* **Heaviest stack:** The main thread repeatedly appears stuck within the `nanov2_find_block_and_allocate` function of `libsystem_malloc.dylib`. This function is responsible for memory allocation, and its repeated appearance suggests a continuous loop of memory allocation requests.

* **TinyXML Call Stack:** The backtrace shows a long chain of calls within the TinyXML library (functions like `TiXmlDocument::LoadFile`, `TiXmlElement::Parse`, and `TiXmlElement::ReadValue`). This indicates the hang occurs while processing the XML.

[emmgee2004]

FYI this workaround will prevent the javascript plugin from working // which means no generative AI can be used in the meantime.

[mbozz]

Experiencing this issue again after going through the whole Creative Cloud Cleaner tool purge/reinstall last week. After yesterdays update, the exact same thing is happening once again on my M2 Macbook. 

[alidixon]

I'm seeing the same problem with Photoshop 2024 here too! MacOS

[tomdube1]

If it doesn't lauch you can't get to the Help Menu.  I have the same issue - again- (Mac M1 Pro/Sonoma 14.5).  The "Cleanup" worked the first time.  It's a PITA and a time consumer to repair.  "Unacceptable" would an appropriate word to use here.  About to go to Round Two...

[mbozz]

Confirming that the Creative Cloud Cleaner tool, "Remove All" option, then reinstalling Creative Cloud and associated CS apps did resolve the issue. This absolutely needs to be addressed by the Adobe team before pushing anymore releases. This is the second time I've had to do this in two weeks.

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html