Adobe has encountered an error...

Report · Jun 30, 2021

I am yet another victim of the dreaded "Photoshop has encountered an error and needs to close" dialogue box. I can open all my other apps. It is just photoshop. I was using it just fine. Left, came back and it would no longer open. No updates, no changes to the computer. Illustrator still works. Raw still works. So I uninstalled, reinstalled, reverted to an older version, updated the cloud app, all the things. Nothing works. So do I cancel my subscription? This is a known problem. What's the deal? I have been a photoshop user since it was free with a scanner purchase. This is extremely frustrating.

Report · Jun 30, 2021

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.7.0" clientVersion="4.7.0" applicationName="Adobe Photoshop" applicationVersion="22.4.2" build="20210602.r.242" source="Windows-Client" crashType="n/a">
<time year="2021" month="6" day="30" hour="11" minute="29" second="56" timeoffset="-360" timezone="Central Daylight Time"/>
<user guid="099e1899-8e1f-4d81-823a-1605e12357e7"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="19041" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="7881" machine="Intel(R) Core(TM) i3-1005G1 CPU @ 1.20GHz" model="Intel64 Family 6 Model 126 Stepping 5" cpuCount="4" cpuType="8664" cpuFreq="1190 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics" description="Intel(R) UHD Graphics" driverDate="20200225000000.000000-000" driverVersion="26.20.100.7926" videoModeDescription="1366 x 768 x 4294967296 colors" pnpDeviceID="PCI\VEN_8086&DEV_8A56&SUBSYS_86C9103C&REV_07\3&11583659&2&10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FF6ECB671E0">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FF6ECB671E0" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="1" address="0x00007FF6EB178FD8" symbolname="ART::AssetType::operator!="/>
<stackStatement index="2" address="0x00007FF6EB17B352" symbolname="ART::AssetType::operator!="/>
<stackStatement index="3" address="0x00007FF6EB17BC87" symbolname="ART::AssetType::operator!="/>
<stackStatement index="4" address="0x00007FF6EB17B4B3" symbolname="ART::AssetType::operator!="/>
<stackStatement index="5" address="0x00007FF6EB1D4522" symbolname="xmlFreeRMutex"/>
<stackStatement index="6" address="0x00007FF6EADB3EC7" symbolname="boost::archive::codecvt_null<wchar_t>::do_max_length"/>
<stackStatement index="7" address="0x00007FF6EADB2B72" symbolname="boost::archive::codecvt_null<wchar_t>::do_max_length"/>
<stackStatement index="8" address="0x00007FF6EAA1DE4D" symbolname="boost::archive::codecvt_null<wchar_t>::do_max_length"/>
<stackStatement index="9" address="0x00007FF6EAA3802B" symbolname="boost::archive::codecvt_null<wchar_t>::do_max_length"/>
<stackStatement index="10" address="0x00007FF6EA7B0A0B" symbolname="AIDE::AIDEPoint::operator="/>
<stackStatement index="11" address="0x00007FF6EA9FC282" symbolname="boost::archive::codecvt_null<wchar_t>::do_max_length"/>
<stackStatement index="12" address="0x00007FF945AC7034" symbolname="BaseThreadInitThunk"/>
<stackStatement index="13" address="0x00007FF946862651" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000022C0B4FBA00"/>
<register name="RBX" value="0x0000022C11C8DCF0"/>
<register name="RCX" value="0x0000000000000010"/>
<register name="RDX" value="0x0000022C11C8DCF0"/>
<register name="RSI" value="0x0000000000000001"/>
<register name="RDI" value="0x0000000000000010"/>
<register name="RSP" value="0x0000009E9D2FE5C0"/>
<register name="RBP" value="0x0000009E9D2FEB20"/>
<register name="RIP" value="0x00007FF6ECB671E0"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

</hbLogSessionDllStatus>
</crash>

</crashreport>

Report · Jun 30, 2021

Hi

Can't help you with the crash log, but there's a few things I noticed

You only have 8GB of RAM, an Intel i3 processor @1.20GHz and an Intel(R) UHD Graphics with only 1GB of VRAM

See the Photoshop system requirements here

https://helpx.adobe.com/photoshop/system-requirements.html

Adobe recommends a CPU with 2.0GHz or faster, 16GB of RAM and 4GB of VRAM

You could try using the Adobe Cleaner Tool

Also try logging onto the PC with a different user account to see if it's an issue with your user profile

Also try updating the Intel GPU driver, driver date shows "driverDate="20200225"

Report · Jun 30, 2021

I have been using it on this laptop for over a year with no issues? Why suddenly today? I am not making animations, just tweaking photos while traveling.

I also don't have another user account? Not sure what that's about. I only have the one account.

I appreciate your tips and I will certainly try the driver update.

It is just weird that it suddenly came out of nowhere.

Report · Jun 30, 2021

To create another Windows logon account take a look here

https://www.howtogeek.com/226540/how-to-create-a-new-local-user-account-in-windows-10/

As for the "Why suddenly today?" that's a question I can't answer I'm afraid

Report · Jun 30, 2021

Oh one more thing, can you check Windows event viewer, type event viewer in the start menu

Select Application on the left and Filter Current log on the right

Put a check mark in Error and click OK

Look for errors relating to Photoshop.exe, when you find one copy the info from the General tab and paste it into this thread

Report · Jul 01, 2021

I'm sorry, there were none related to photoshop.

Report · Jul 01, 2021

@MartiMcB Wow, you've been a user since the free version with a printer (scanner). I am that old, too, lol. A few ideas off the top of my head: are you launching PS from your start menu or a shortcut or from the Creative Cloud app? Did you exit out of CC and try to launch PS independently? Did you check your Task Manager to quit all Adobe applications that are running and then try again? Did you try a cold reboot of your system (not a restart)? You could have out of date drivers. Did you run the Windows hardware troubleshooter? Settings > Update & Security > Troubleshoot > Hardware and Devices? You may need to add PS to your Data Execution Prevention exceptions list but that may not have anything to do with this. Things happen suddenly out of nowhere to me sometimes. Zoom is working great in the morning. In the afternoon, the video camera doesn't work. I spend 30 minutes trying all types of fixes and bios updates. Nothing works. Then, I shut all the way down, go make a new pot of coffee, start my computer and the video camera is working again. Please let us know if you find a fix!

Report · Jul 02, 2021

None of that has helped, but thank you! So far nothing has worked and the "official" word is that it is not compatible with my PC. Which we know is not true since I have been using it for over a year on this particular laptop. I am not the most IT savvy person, but I am no slacker either. I have had PCs since the early 80s. I even used to teach photoshop and elements classes at the local community college years ago. But this has me completely stumped. And totally annoyed.

I can always switch to GIMP, but it is nowhere near as user friendly. I am no major artist, I just need a solid software program to manipulate and organize my photos and my scrabook pages. And clearly a lifetime user isn't as important to the company as an organization with a ton of licenses. I am very sad at the lack of customer service on this issue.

Report · Jul 02, 2021

@MartiMcB Darn it, too bad you haven't been able to get Photoshop working for you again. So frustrating! Especially given your history with the software. You can still use Illustrator and all the other CC apps on your subscription without any problems though, right? PS is a heavy application for sure. Did you try rolling back to an earlier version? Did you call customer support? (800-833-6687; Monday–Friday, 24 hours a day; Select option 2 for technical support.)

I imagine if your system doesn't meet the minimum requirements to run the program then that's beyond any service Adobe can provide you. Still, do you feel you've exhausted all of your troubleshooting options with their support? Did they make an effort to run you through some fixes including installing an earlier version? Perhaps it's worth one more try with someone else. I am hoping for the best.

Report · Jul 02, 2021

Also, see this chart from another thread with the requirements for running CC2015. Maybe this version is workable for the type of PS work you do and given your system limitations to run CC2020 or 2021.

Can I get Photoshop CC 2015 still? - Adobe Support Community - 12152333

Report · Jul 02, 2021

As suggested by Jain, your computer doesn't meet the system requirements.

A 2 GHz or faster processor is required, yours is 1.20 GHz.

2 GB of GPU memory is required, you have 1 GB.

You have 8 GB RAM, which is minimum, 16 GB is recommended.

Adobe Community

Adobe has encountered an error...

Explore related tutorials & articles