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Photoshop crashing/shutting down with GPU spike

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Community Beginner ,
Nov 16, 2022 Nov 16, 2022

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Hello,

 

I'm writing here because one of our desktops at the office is struggling with a really annoying bug that we can't seem to get fixed or get rid off.

 

The problem at hand is that Photoshop 24.0 and older versions all crash when using Camera Raw, saving files but also at random during idle times or simple tasks. During these crashes we've noticed a spike in GPU usages in Task Manager. Just a single spike, GPU usage going from around 5 to 10% to a sudden 99 or 100%.

 

We've tried a lot of fixes that we've found online but sadly to no avail. Updating graphic drivers or setting them back doesn't help, re-installing Photoshop or even a clean PC install has done nothing. Even changing the delay time in regedit has done nothing.

 

Please help, as we can't work with the program like this.

 

The specs are as follows:

CPU: AMD Ryzen 7 5800x

RAM: Corsair DDR4 Vengeance LPX 2x16GB 3600

Motherboard: B550 AORUS Elite V2 on most recent BIOS

GPU: Gigabyte GeForce RTX 3070 GAMING OC 8G

PSU: Corsair RM850x

OS: Windows 10

Drive: Samsung 980 PRO 1TB M.2 SSD

Storage drive: Seagate HDD 3.5" 2TB ST2000DM008 Barracuda

 

All hardware seems to function just fine with the use of other benchmarks. Temperature can't be the issue as the GPU sits at 35 C and CPU at 65 C during the crashes.

 

Thanks in advance.

Bug Unresolved
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Windows

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16 Comments
Community Expert ,
Nov 16, 2022 Nov 16, 2022

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Do you have any crash data from Windows reliability monitor to indicate what module is causing the crash?

 

Dave

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Community Expert ,
Nov 16, 2022 Nov 16, 2022

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You could try running the Creative Cloud Cleaner Tool to remove all traces of the Adobe software before reinstalling it (yet again):  https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Author “Color Management for Photographers" & "Photoshop CC Color Management/pluralsight"

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New Here ,
Nov 16, 2022 Nov 16, 2022

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I noticed it with the PS 24.0 update, but Camera Raw crashes PS almost always when I'm using the mask tool. My GPU shoots up to 70-100% and it's unpredictable (except when saving files -- shoots it up to 100%). 

davescm,

 Here's the crash data from one of my crashes:

Description
Faulting Application Path: C:\Program Files\Adobe\Adobe Photoshop 2023\Photoshop.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: Photoshop.exe
Application Version: 24.0.0.59
Application Timestamp: 634899c1
Fault Module Name: StackHash_a253
Fault Module Version: 10.0.19041.2130
Fault Module Timestamp: b5ced1c6
Exception Code: c0000374
Exception Offset: PCH_90_FROM_ntdll+0x000000000009DC14
OS Version: 10.0.19043.2.0.0.768.101
Locale ID: 1033
Additional Information 1: a253
Additional Information 2: a2539e960e16cd8a79480c0ba8789b79
Additional Information 3: 6df2
Additional Information 4: 6df2e0b4a95ca9c41f0c1a62204bbe77

Extra information about the problem
Bucket ID: 98261c35514dd93c43f9c7c91f8e8f6a (1439401222553374570)

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Community Beginner ,
Nov 17, 2022 Nov 17, 2022

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Hey Dave,

 

This is a copy/paste from a crash we just had, only a few minutes ago. After that I've pasted a crash we've had yesterday.

 

Crash 1
Description
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop 2023\Photoshop.exe

Problem signature
Problem event name: APPCRASH
Application name: Photoshop.exe
Application version: 24.0.0.59
Application timestamp: 634899c1
Fault module name: StackHash_ba7d
Fault module version: 10.0.19041.2130
Fault module timestamp: b5ced1c6
Exception code: c0000374
Exception offset: PCH_04_FROM_ntdll+0x000000000009DC14
OS version: 10.0.19045.2.0.0.256.48
Locale ID: 1043
Additional information 1: ba7d
Additional information 2: ba7df5a8897ce8c294a9375602d47437
Additional information 3: 8a25
Additional information 4: 8a25e9a34e590381829d33ce0cc9e47b

Extra information about the problem
Bucket-id: b12cc3f4f47abcf1cc14de34cf5cfb4a (2023486450994838346)

 

Crash 2

Description
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop 2023\Photoshop.exe

Problem signature
Problem event name: APPCRASH
Application name: Photoshop.exe
Application version: 24.0.0.59
Application timestamp: 634899c1
Fault module name: StackHash_a253
Fault module version: 10.0.19041.2130
Fault module timestamp: b5ced1c6
Exception code: c0000374
Exception offset: PCH_04_FROM_ntdll+0x000000000009DC14
OS version: 10.0.19045.2.0.0.256.48
Locale ID: 1043
Additional information 1: a253
Additional information 2: a2539e960e16cd8a79480c0ba8789b79
Additional information 3: ef15
Additional information 4: ef155a551941b02729273f30f9b34495

Extra information about the problem
Bucket-id: 98261c35514dd93c43f9c7c91f8e8f6a (1439401222553374570)

 

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Community Beginner ,
Nov 17, 2022 Nov 17, 2022

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@thedigitaldog We've already tried this, and unfortunately hasn't solved the issue. Thank you for helping tho

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Community Expert ,
Nov 17, 2022 Nov 17, 2022

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Faulting module StackHash is pointing towards a problem with an app or driver misusing it's memory allocation.

 

Given that you are seeing a GPU spike at the same time it would point to a driver issue, although I do see you have tried alternative drivers.

Can you try this:

1. Go to NVidia site and download the latest Studio driver for your GPU

Advanced Driver Search | NVIDIA

2. When installing choose Advanced options and tick Clean Install - that should remove remnants of the old driver

3. Do not install the optional GeForce Experience elements - stick to the driver only

 

Dave

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Community Beginner ,
Nov 17, 2022 Nov 17, 2022

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@davescm 

 

Thank you for you response. We've tried this previously and sadly to no avail. The GPU isn't giving any issue in other programs or stress tests. So I'm inclined to think that it's a Photoshop issue. Also, what's strange, is that the program closes with giving an error message of promt to send data to Adobe, as I've expierenced in the past with different kind of crashes.

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Community Beginner ,
Nov 17, 2022 Nov 17, 2022

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I meant to say "without giving an error message"

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Community Expert ,
Nov 17, 2022 Nov 17, 2022

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I understand your logic, but bear in mind that Photoshop will use GPU calls that other apps will not, that is particularly so now as more functionality is moved toward the GPU.

 

Do send in those Photoshop crash  reports - we know from other threads here that developers do see them.  I posted this before you added you additional comment.

 

Dave

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LEGEND ,
Nov 17, 2022 Nov 17, 2022

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Do you by any chance have a spare identical GPU card to swap in? It's worth excluding a hardware fault, GPUs can fail in strange and erratic ways (it's happened to me).

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Community Expert ,
Nov 17, 2022 Nov 17, 2022

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@Test Screen Name  I agree. It's a long time since I had any crashes here but a year ago I did experience a series of crashes that I located, using MemTest86 to a faulty memory module. Fortunately, it was replaced under warranty.

 

Dave

 

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Adobe Employee ,
Nov 17, 2022 Nov 17, 2022

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That is strange you're not getting the Adobe Crash Reporter dialog. It's possible you've turned it off or set it to automatically submit crashes without your email address. See the section in here for how to re-enable the dialog if it's been disabled/hidden: https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html 


Senior Product Manager - Customer Advocacy - Digital Imaging

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Community Beginner ,
Nov 18, 2022 Nov 18, 2022

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@Test Screen Name 

We've swapped GPU's with another PC in the office. Same card, that has no issues. But the problem still persists. So that rules out a faulty GPU.

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Community Beginner ,
Nov 20, 2022 Nov 20, 2022

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Anyone have any other suggestions?

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Engaged ,
Nov 21, 2022 Nov 21, 2022

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I'm sad that not many people seem to care about this...Cheer up!

I don't know if it's the same symptom as you a few months ago, but I think I've seen a report of freezing or crashes when someone is using Camera Raw or doing a simple job in Photoshop, as CPU shares increase.
At that time, many people suspected that it was a hardware defect, and the reply was, "Reinstall it," or "Reinstall Photoshop," but I remember it being solved by something surprisingly simple.

Press Window key + R, and typing CMD
And then A strange-looking black window will pop up.
You can try two things.
typing >>>>>>>>>>   sfc /scan now       >>>>> enter

typing >>>>>>>>>>  DISM.exe /Online /Cleanup-image /Restorehealth       >>>>> enter

 

He had the Windows file damaged, and he had those symptoms in Photoshop. After entering the command, I informed them that the damaged file was recovered and that it was working neatly.

 

Please give it a try and let me know how it goes.

 

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Community Expert ,
Nov 21, 2022 Nov 21, 2022

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Hi, @Leonard27166242pen4 It can really be frustrating to experience strange crashes. please please post the contents of Photoshop's Help>System Info... menu, so that the team would have more info about the way Ps is setup.

In ACR, can you go to the preferences (the gear icon), set the gpu acceleration to custom, and disable the use of GPU, maybe first for open and save, and try, then disabling it all together with the off setting.this should let you work, albeit slowly.

Please report on the question Jeff asked about the crash reports.

 

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