Adobe has encountered an error...

Forum|Forum|4 years ago
June 30, 2021
2 replies
1874 views

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.

This topic has been closed for replies.

Ged_Traynor

Community Expert

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"

MartiMcBAuthor

New Participant

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.

Per Berntsen

Community Expert

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.

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.

MartiMcBAuthor

New Participant

<?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>

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