Can't open raw files from Bridge - Camera raw does not retain preferences or favorites

[saraj6918888]

Hi, since the last 2 updates I keep having these problems, they are making me go crazy. First I can't open raw files from Bridge to Photoshop, I get a popup saying the file can't be opened due to a program error. Second, with the updates I lost all camera raw favorite presets and color profiles. And every time I close PS because I can' topen a file, camera raw preferences reset. I tried rolling back, uninstalling and reinstalling multiple times, I tried renaming the PS settings folder, I updated my graphic processor. I think I tried everything... I run on Windows 11. Here is the diagnostc tool file:

Photoshop Error information
Code: -1
Text: because of a program error
Message: Could not open “_JAZ8101.NEF” because of a program error.
Stack:
{"load":[{"Photoshop.exe":"00007FF621030000"},{"ScriptingSupport.8li":"00007FF9B80D0000"}],"offsets":[{"Photoshop.exe":[119666050,119637768,97392588,97378970,97372058,97388115,12358052,18536251,18566676,18564381,18563330,45816388,43218785,9479766,14186083,98502231,97469154,18561266,97474658,97444835,97696225,97693625,97685329,44307984,97696225,97693625,97686211,44344513,45899843]},{"ScriptingSupport.8li":[524403,60504,567679]}]}
Thanks to anyone who can lend a hand. I'd really appreciate it. I'm at a loss for solutions...

[mglush]

Hi,

We are sorry you are having this issue! I know this sounds like a simple question, but when you tried uninstalling and reinstalling your software, did that also include Bridge?

Michelle

[saraj6918888]

Hi, thanks for answering! No, actually, I didn't include Bridge. Do you think that could be the issue?

[mglush]

It is definitely worth a try!

[saraj6918888]

Ok I tried... I'll let youknow. Thanks!

[saraj6918888]

no, nothing It's a little better: the "can't open because iof a program error" occurs more seldom but camera rw still can't retain preferences and favorites

[Sameer K]

Hey, @saraj6918888. Welcome to the Photoshop Community. I'll move this to discussions for now and help you figure it out. Please share the system info from Photoshop Help > System info > Copy and paste into a text document > upload and attach here. 

Are you working with multiple displays? Keep only one connected at a time to test for stability.

Where are the RAW images stored, internal or on an external drive? In Photoshop, press & hold the CTRL + ALT key, go to Edit > Preferences > Camera Raw Preferences, and select 'Yes' when prompted to reset Camera Raw preferences.

After this, clear the GPU info & Logs location on Windows is %APPDATA%\Adobe\CameraRaw. A shortcut to get to this folder on Windows is:

• Press the Windows + R
• Enter %APPDATA%\Adobe\CameraRaw
  
  
• Rename the GPU & Logs folder in this directory by adding .old at the end. (GPU.old & Logs.old)
• Relaunch Photoshop & Camera Raw.

Let me know how it goes. Thanks!
Sameer K

(Type '@' and type my name to mention me when you reply)

[CMass]

@saraj6918888 Can you confirm if this solution worked? 

[saraj6918888]

Sorry I did't receive notification on the answers here so just saw this. I still have the problem, tried solving it with adobe support but it was a waste of time. I'll try this now

[saraj6918888]

@CMass  Nope, did not work 😞

[Sameer K]

Thanks for the updates, Sara (@saraj6918888). It has been a while, and since then, about two updates for Camera Raw and Photoshop have been released. 

Please update all apps to the latest version via the Creative Cloud desktop app. If the issue still appears, please share the system info from Photoshop Help > System info > Copy and paste into a text document > upload and attach here. 

Thanks!
Sameer K
(Type '@' and type my name to mention me when you reply)

[saraj6918888]

Hi @Sameer K , I updated everything. The problem persists

All the best,

Sara

[saraj6918888]

hi @Sameer K , any new ideas?

[saraj6918888]

Hi @Sameer K , I don't use multiple displays. My files are on my internal ssd disk and sometimes I work on my external hard disk. I always import images with the Bridge import window. I will try now your solution and get back to you. It might take some time since it usually works for a few days before the issue presents again. I'm a little disheartened because I just spent another 2 hours with the adobe support and it was a total waste of time.
Thanks for trying to help,

Sara

[saraj6918888]

@Sameer K ok, it worked for 2 days. Then I just closed PS and when I opened it again all camera raw settings were reset to default as if I had just installed it and also a few things in PS (like keyboard shortcuts) were restored to default. I don't know what to do. I pay a lot for this package and the support was totaly useless... 😞

[saraj6918888]

Ok, I haven't had any news, the problem persists. Adobe seems uninterested in solving this. Why do I have to pay double to have a half service? I'm stuck with not being able to set preferences and settings as I need because I risk everything resetting with no notice and having worked for nothing. This is getting really annoying.

[mglush]

Hi Sara,

We are so sorry you are still having this issue. Please don't give up! I have a question for you...do you have auto updates turned on for Windows so your system automatically loads the latest update? 

I was just wondering if that something like that could be causing the problem. Please let us know?

Thanks!

Michelle

[saraj6918888]

Hi @mglush , thank you for taking the time.

I do have automatic updates. Now I just uninstalled the Nvidia drivers and reinstalled them. I also see that a new version of PS just rolled out. I'll try installing this and see what happens. Fingers crossed

Sara

[mglush]

Yes, let us know if it works! (Fingers crossed! 🙂

[saraj6918888]

unfortunately it did not work. it all starts with a message error in ps when trying to import a file from bridge, usually (it passes through camera raw), and when this happens, the next time I open camera raw everything is reset to default. I lose any personalized settings. It's very frustrating

[Noel Orridge]

Hi @saraj6918888, I can totally understand your frustration. Please try out my suggestion in this community thread: https://adobe.ly/48zUWfA

After you've completed the steps, you can try opening a Raw file through Bridge to see if it works. 

You would lose your personalised settings in Camera RAW, but hopefully for the last time.

Hope this helps! 

[saraj6918888]

Hi @Noel Orridge , thanks for the link. Do you maybe have the windows path for this:  /Library/Application Support/Adobe/Plugins/CC/File Formats? I'm guessing this is the MAC address for the folder?

[saraj6918888]

ok, I think I found it and did as per instructions. Installed camera raw via the link in the other post. I still get the error. I'm attaching the error log