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After opening PS, an error report window opens

New Here ,
Apr 29, 2021 Apr 29, 2021

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Hello, I have just bought the new version of Photoshop. Just after the trial period, immediatly after the page with flamingoes, a problem report window opens saying that a problem occured and asking to explain the problem but the whole window is frozen and I have to restart the computer to get rid of it. I am on Windows 10. What to do, please ?

Thank you. Christiane

 

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Adobe Community Professional ,
May 11, 2021 May 11, 2021

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The latest update is having issues recognizing mid-range GPUs. Try installing the previous version of Photoshop and see if the issue persists. Adobe is aware of this issue and is working on a fix. In the meantime, this is the recommended action.

Kevin Stohlmeyer Adobe Community Professional/Adobe Certified Instructor

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New Here ,
Oct 18, 2021 Oct 18, 2021

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Has this been addressed yet? I am having trouble opening Photoshop and wonder if this is the problem? +

Jody 

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Adobe Employee ,
Oct 18, 2021 Oct 18, 2021

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Did you get the crash reporter dialog? I'm not seeing any submitted crash reports from you in our system.

 

If you haven't done so already, please submit all Crash Reports along with your email address: https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html 


Senior Product Manager - Customer Advocacy - Digital Imaging

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New Here ,
Oct 19, 2021 Oct 19, 2021

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I have sent the crash report many times. I finally stopped. 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.7.0" clientVersion="4.7.0" applicationName="Adobe Photoshop" applicationVersion="22.5.1" build="20210907.r.441" source="Windows-Client" crashType="n/a">
<time year="2021" month="10" day="19" hour="8" minute="56" second="59" timeoffset="-420" timezone="Mountain Daylight Time"/>
<user guid="76548d58-e48a-481e-a73e-c3e7959c8a91"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="19043" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16289" machine="Intel(R) Core(TM) i7-4790 CPU @ 3.60GHz" model="Intel64 Family 6 Model 60 Stepping 3" cpuCount="8" cpuType="8664" cpuFreq="3592 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) HD Graphics 4600" description="Intel(R) HD Graphics 4600" driverDate="20181029000000.000000-000" driverVersion="20.19.15.5063" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_0412&#38;SUBSYS_05A41028&#38;REV_06&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="1024 MB" caption="AMD Radeon(TM) R5 240" description="AMD Radeon(TM) R5 240" driverDate="20171207000000.000000-000" driverVersion="23.20.806.256" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_6611&#38;SUBSYS_210B1028&#38;REV_00&#92;4&#38;51F456D&#38;0&#38;0008" installedDisplayDrivers="amdxc64.dll,aticfx64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFBE1779E54">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFBE1779E54" symbolname="unknown"/>
<stackStatement index="1" address="0x00007FFBE177A992" symbolname="DrvValidateVersion"/>
<stackStatement index="2" address="0x00007FFBF2980865" symbolname="wglSwapMultipleBuffers"/>
<stackStatement index="3" address="0x00007FFBF2980C9F" symbolname="wglSwapMultipleBuffers"/>
<stackStatement index="4" address="0x00007FFBF298331C" symbolname="wglCopyContext"/>
<stackStatement index="5" address="0x00007FFBF299F4F0" symbolname="wglGetPixelFormat"/>
<stackStatement index="6" address="0x00007FFBF29A0511" symbolname="wglDescribePixelFormat"/>
<stackStatement index="7" address="0x00007FFBF299F913" symbolname="wglChoosePixelFormat"/>
<stackStatement index="8" address="0x00007FFC0D012449" symbolname="ChoosePixelFormat"/>
<stackStatement index="9" address="0x00007FFBAA94369D" symbolname="PluginMain"/>
<stackStatement index="10" address="0x00007FFBAA93CDA2" symbolname="PluginMain"/>
<stackStatement index="11" address="0x00007FFBAA93D144" symbolname="PluginMain"/>
<stackStatement index="12" address="0x00007FFBAA8A8338" symbolname="PluginMain"/>
<stackStatement index="13" address="0x00007FFBAA8B73B7" symbolname="PluginMain"/>
<stackStatement index="14" address="0x00007FFBAA8916C1" symbolname="PluginMain"/>
<stackStatement index="15" address="0x00007FFBAA89123E" symbolname="PluginMain"/>
<stackStatement index="16" address="0x00007FFBAA8837F0" symbolname="PluginMain"/>
<stackStatement index="17" address="0x00007FFBAA87DB24" symbolname="PluginMain"/>
<stackStatement index="18" address="0x00007FF7369CA299" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="19" address="0x00007FF7369CB291" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="20" address="0x00007FF7369C9843" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="21" address="0x00007FF7369C9AB3" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="22" address="0x00007FF7369CB6CA" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="23" address="0x00007FF73465C9EF" symbolname="boost::archive::codecvt_null&#60;wchar_t&#62;::do_max_length"/>
<stackStatement index="24" address="0x00007FF73467A08B" symbolname="boost::archive::codecvt_null&#60;wchar_t&#62;::do_max_length"/>
<stackStatement index="25" address="0x00007FF7343DCF1B" symbolname="AIDE::AIDEDimension::operator="/>
<stackStatement index="26" address="0x00007FF73463A602" symbolname="boost::archive::codecvt_null&#60;wchar_t&#62;::do_max_length"/>
<stackStatement index="27" address="0x00007FFC0EC17034" symbolname="BaseThreadInitThunk"/>
<stackStatement index="28" address="0x00007FFC0F2A2651" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>

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Adobe Community Professional ,
Oct 18, 2021 Oct 18, 2021

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Is your Photoshop crashing when you open, or just taking a long time and you force quit it?

What are your computer specs? OS version, HD space (available), RAM, Graphics Cards, VRAM

Kevin Stohlmeyer Adobe Community Professional/Adobe Certified Instructor

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New Here ,
Oct 19, 2021 Oct 19, 2021

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It will not open. The error is Sorry, an error occurred. 

I am running Windows 10 Pro, version 21H1

Processor - Intel Core i7-4790 CPU @ 3.60 GHz

Ram - 16 GB

HD = 256 GB SSD - 55.9 GB space available

Graphics cards are AMD Radeon ™ R5 240

Intel ® HD Graphics 4600

VRAM - don't know

 

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Adobe Community Professional ,
Oct 19, 2021 Oct 19, 2021

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You're running two conflicting graphics cards. Follow the steps outlined in this document to fix your issue:

https://helpx.adobe.com/photoshop/kb/troubleshoot-gpu-graphics-card.html#multiple-gpus 

Kevin Stohlmeyer Adobe Community Professional/Adobe Certified Instructor

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Adobe Community Professional ,
Oct 19, 2021 Oct 19, 2021

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The other issue you have is both of your graphics cards are well below the minimal requirements for newer PS versions.

https://helpx.adobe.com/photoshop/kb/photoshop-cc-gpu-card-faq.html 

The minimum Ops/Sec is 2000 and your Intel (the more powerful of the two) clocks in at 443 Ops/Sec.

You'll need to update your hardware/graphics cards to run Photoshop.

Kevin Stohlmeyer Adobe Community Professional/Adobe Certified Instructor

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New Here ,
Oct 19, 2021 Oct 19, 2021

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Yup, I was afraid of this one. Is this a good excuse to get a new computer? 

Thanks Kevin, you are the best. 

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New Here ,
Oct 19, 2021 Oct 19, 2021

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I would need to be able to open photoshop in order to perform this fix. 

 

 

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