P: Program error placing text box

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LEGEND ,
Dec 10, 2020 Dec 10, 2020

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Hi, We are in a Publishing Design Studio, Issues currently with the 2021 version are:

Photoshop: error when trying to place text. When we place the text box, an error message pop up - Could not complete you request because of a program error. (No issues with 2020 version)

InDesign: Random documents wont print or export to PDF (The same docs work fine in 2020 version)

Illustrator: Files will not save

 

- This is happening on all 11 of our machines all running Windows 10.0.19042 build 19042. Identical PC specs: Intel i7 -9700 CPU @ 3.00 GHz, 8 core, 16 GB Ram, NVIDIA GeForce GTX 1650 with latest drivers.

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11 Comments
Adobe Employee ,
Dec 10, 2020 Dec 10, 2020

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Do you have the Photoshop 22.1 update installed? or are you seeing this with 22.0.0 or  22.0.1?

Have you tried the steps here: https://helpx.adobe.com/photoshop/kb/known-issues.html#ProgramErroropeningfiles 


Senior Product Manager - Customer Advocacy - Digital Imaging

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LEGEND ,
Dec 14, 2020 Dec 14, 2020

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@JeffreyTranberry Tried all of those already, no change unfortunately

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Adobe Employee ,
Dec 14, 2020 Dec 14, 2020

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Do you get the program error creating text with all Fonts?

If you restart Photoshop and select Type > Font Preview Size and select None and try to create text does it still give a program error?


Senior Product Manager - Customer Advocacy - Digital Imaging

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LEGEND ,
Dec 14, 2020 Dec 14, 2020

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that also makes no difference

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Adobe Employee ,
Dec 14, 2020 Dec 14, 2020

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Any font managers on the system? I would try the troubleshooting for fonts next: https://helpx.adobe.com/photoshop/kb/troubleshoot-fonts-photoshop.html#photoshopfontcache 


Senior Product Manager - Customer Advocacy - Digital Imaging

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Adobe Employee ,
Dec 14, 2020 Dec 14, 2020

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Did you get a chance to clear the system font cache on Windows and restart ?, Since all the Adobe apps apps are impacted, it could be some kind of system wide issue.

Steps to clear system font cache

  • Exit Photoshop and the Creative Cloud desktop app

  • Navigate to \Windows\ServiceProfiles\LocalService\Appdata\Local\FontCache

    Many of the folders in this path are hidden by default on Windows, for help turning on hidden files and folders, see Show hidden files and folders

  • Delete all .dat files that have "FontCache" in the filename

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LEGEND ,
Dec 14, 2020 Dec 14, 2020

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Tried, no difference, what really frustrates me is the previous version of Photoshop works perfectly, so what has changed in the new version? The hardware hasn't changed. This problem means we cannot use it. We are experiencing a similar niggle in InDesign where we cannot pdf certain files, which pdf perfectly in the previous version, updates are supposed to improve the user experience, not frustrate it!

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Adobe Employee ,
Dec 15, 2020 Dec 15, 2020

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Just to confirm - Have you tried different fonts? (e.g. something the system uses like Helvetica or Times?)


Senior Product Manager - Customer Advocacy - Digital Imaging

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Adobe Employee ,
Dec 15, 2020 Dec 15, 2020

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Howdy,

What about different fonts?  Do you have this problem with all fonts or only a specific subset?  Have you tried Myriad Pro or Lucida Grande, for instance?

Thanks,

David

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Adobe Employee ,
Dec 15, 2020 Dec 15, 2020

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Howdy,

Are you interested in a live trouble-shooting session to get to the bottom of this?  All you need is a web-connection.

Meanwhile, could you share a file exhibiting this problem with us?  You can email me at david dot mohr at adobe dot com.

Thanks,
David

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LEGEND ,
Dec 15, 2020 Dec 15, 2020

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*E_Clemitson heads up - we've love to work with you to resolve. Please reach out to David 🙂

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