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Crash when .psd document launched

Community Beginner ,
Apr 03, 2023 Apr 03, 2023

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I made hundreds of .psd files last June, some film scans, some from a digital camera. These files are large (scans 2Gb) (digial camera 300Mb) with layers. When I open an image with photoshop open I see the usual gas gauge, at the end of the gas gauge photoshop crashes (gone and needs to be restarted). If photoshop is not on, it launches normal, gas gauge, then gone... I can open newly created images and I can open images I made years ago. No .psd files will open made around June of 2022. HELP! How can I open them?

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correct answers 1 Correct answer

Adobe Employee , Apr 04, 2023 Apr 04, 2023

Thank you for the file @deonreynolds. On my machine, i9/64gb RAM, OS 12.6, the file opened as expected, no issues.

 

Let's make sure we're in a default state and there are no stale settings somewhere: 

Restore your preferences using this manual method:  

https://helpx.adobe.com/photoshop/using/preferences.html#Manually 

Does it work correctly? 

If that doesn't solve it, you can quit Photoshop and put the Settings folder back. 

 

 

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Enthusiast ,
Apr 03, 2023 Apr 03, 2023

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Could you please share the PSD that you can't open (error occurs)? I'll test if it opens by Photoshop myself.

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Explorer ,
Apr 03, 2023 Apr 03, 2023

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Is it possible that the files were ruined?
Did you try opening them on another computer?

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Adobe Employee ,
Apr 04, 2023 Apr 04, 2023

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Hi @deonreynolds 

 

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 That will help us diagnose the crash. 

 

It may help if we could see your Photoshop System Info. Launch Photoshop, and select Help >System Info...and copy/paste the text in a reply.  

 

Thank you,
Cory

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Community Beginner ,
Apr 04, 2023 Apr 04, 2023

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Hi Cory,

 

Interesting you don't see any crash reports from me, as I submit them most of the time (I might have not had it set right, look now). Two items seem to be consistent, date of creation or last modification (June 2022) and a .psd file with layers. I do keep my computer and Adobe apps up to date. I have no issue with other file types and photoshop operates as it should. The files have remained in this computer/hard drive. I could send a file, however they are on the large side. Thank you for your help!

 

Deon

__________________

 

Adobe Photoshop Version: 24.3.0 20230316.r.376 37b4b38 x64 Number of Launches: 1195 Operating System: Mac OS 12.6.3 System architecture: Intel CPU Family:6, Model:6, Stepping:1 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1, SSE4.2, AVX, AVX2, HyperThreading Physical processor count: 4 Logical processor count: 8 Processor speed: 2200 MHz Built-in memory: 16384 MB Free memory: 8983 MB Memory available to Photoshop: 13135 MB Memory used by Photoshop: 80 % Crash Handler: Adobe DCX Version: 6.23.1 SAM SDK Version: 3.6.4 ACP.local Status: - SDK Version: 3.0.1.1 - Core Sync Status: Reachable and compatible - Core Sync Running: 6.4.0.12 - Min Core Sync Required: 4.3.66.28 Live Edit Client SDK Version: 4.0.0 Content Credential Helper Version: 0.5.3 Manta Canvas: Enabled. Alias Layers: Disabled. Highbeam: Enabled. Touch Bar Property Feedback: Enabled. Image tile size: 1024K Image cache levels: 8 Font Preview: Medium HarfBuzz Version: 4.3.0 TextEngine: Unified Text Engine ======= GPU
Native API stable: True OpenGL API stable: True OpenCL API stable: True GPUDeny: 0
GPUForce: 0
useGPU: 1
useOpenCL: 1
isGPUCapable: 1
GPUName: Intel Iris Pro Graphics
GPUVendor: INTEL
IsNativeGPUCapable: 1
IsOpenGLGPUCapable: 1
IsOpenCLGPUCapable: 1
HasSufficientRAM: 1
GPU accessible RAM: 1,610 MB
Required GPU accessible RAM: 1,500 MB
UseGraphicsProcessorChecked: 1
UseOpenCLChecked: 1
Display: 1 Display Bounds: top=0, left=0, bottom=900, right=1440 High DPI Monitor Main Display ------- Sniffer output
[0 ms]
Launch GPUSnifferThread

[1 ms]
Start RunAllAPIs

[1 ms]
"/Applications/Adobe Photoshop 2023/Adobe Photoshop 2023.app/Contents/MacOS/sniffer" -baseTimeMS=36782 -comment=Photoshop Version: Adobe Photoshop 24.3.0 20230316.r.376 37b4b38 x64

[1138 ms]
Start sniffer 2023-04-04 06:35:34
# Photoshop Version: Adobe Photoshop 24.3.0 20230316.r.376 37b4b38 x64
sniffer -baseTimeMS=36782 -comment=Photoshop Version: Adobe Photoshop 24.3.0 20230316.r.376 37b4b38 x64

{37 ms}
Start platform native
# displays: 1
Display 0
Display: 69733248
Main: TRUE
Built in: TRUE
Stereo: FALSE
Bounds: (0, 0) -> (1,440, 900)
Dimensions: (2,880 1,800)
Physical size: (331.005 206.878)
Pixel size: (0.114932 0.114932)
Dynamic range: (0 1)
Potential dynamic range: (0 1)
Reference dynamic range: (0 0)
Attached Device: (DeviceID name=Intel Iris Pro Graphics index=0)

# devices: 1
Device 0
Name: Intel Iris Pro Graphics
Preferred: TRUE
Power Envelope: INTEGRATED
Attachment: EMBEDDED
# attached displays: 1
69733248
GPU accessible RAM: 1,610 MB
VRAM: 0 MB
Dedicated System RAM: 0 MB
Shared System RAM: 1,610 MB
API version: 1.0 (1.0)
Device version: 1.0 (1.0)
Vendor name: INTEL
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
End platform native
{410 ms}

{410 ms}
Start platform OpenGL
# displays: 1
Display 0
Display: 69733248
Main: TRUE
Built in: TRUE
Stereo: FALSE
Bounds: (0, 0) -> (1,440, 900)
Dimensions: (2,880 1,800)
Physical size: (331.005 206.878)
Pixel size: (0.114932 0.114932)
Dynamic range: (0 1)
Potential dynamic range: (0 1)
Reference dynamic range: (0 0)
Attached Device: (DeviceID name=16925954 index=0)

# devices: 1
Device 0
Name: Intel Iris Pro OpenGL Engine
Preferred: TRUE
Power Envelope: INTEGRATED
Attachment: UNKNOWN
# attached displays: 1
69733248
GPU accessible RAM: 1,536 MB
VRAM: 1,536 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 2.1 (2.1 INTEL-18.8.6)
Device version: 2.1 (2.1 INTEL-18.8.6)
Vendor name: INTEL
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
GLSL version: 1.20 (1.20)
CGL ID: 16925954
Display mask: 511
End platform OpenGL
{512 ms}

{512 ms}
Start platform OpenCL
# displays: 0

# devices: 1
Device 0
Name: Iris Pro
Preferred: TRUE
Power Envelope: INTEGRATED
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 1,610 MB
VRAM: 1,610 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.2 (OpenCL 1.2 (Aug 8 2022 21:29:33))
Device version: 1.2 (OpenCL 1.2 )
Vendor name: INTEL
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 42 GB / s
Compute score: 219.859
Device name string: Iris Pro
Device vendor string: Intel
Platform name string: Apple
Platform vendor string: Apple
End platform OpenCL
{1136 ms}

Exit code kExitNormal
End sniffer 2023-04-04 06:35:35
[kStatusNormal, kExitNormal]

[1139 ms]
Finish RunAllAPIs

[10762 ms]
Start GetSnifferResult

[10762 ms]
Finish GetSnifferResult

------- Sniffer output
======= GPU
License Type: Subscription Serial number: 96040942849522032405 GUIDBucket: Composite Core (enable_composite_core): on Composite Core GPU (comp_core_gpu): off Composite Core Threads (MultithreadedCompositing): on Composite Core UI (comp_core_ui): off Composite Core Feature Prefs (CompCoreFeaturePrefs): off Document Graph (enable_doc_graph): off Application folder: /Applications/Adobe Photoshop 2023/ Photoshop scratch has async I/O enabled Scratch volume(s): 14Tb, 12.7T, 8.13T free Macintosh HD, 233.6G, 48.0G free Required Plugins folder: /Applications/Adobe Photoshop 2023/Adobe Photoshop 2023.app/Contents/PlugIns/Required/ Primary Plugins folder: /Applications/Adobe Photoshop 2023/Plug-ins/ Installed components: dvametadata.framework dvametadata 23.0.0.0 AdobeXMPScript.framework AdobeXMPScript 79.c0204b2def 79.c0204b2def libdynamic-napi.framework Torq Native local ICUUnicode.framework ICUUnicode 14.0.04ee3a5 ICUConverter.framework ICUConverter 14.0.04ee3a5 AdobeCrashReporter.framework AdobeCrashReporter 10.5.6 boost_system.framework boost_system 23.0.0.0 AdobeACE.framework AdobeACE 6.0.0 79.533c8ff20b. dvanet.framework dvanet 23.0.0.0 AdobeOwl.framework AdobeOwl mediacoreif.framework mediacoreif 23.0.0.0 dvascripting.framework dvascripting 23.0.0.0 dvaappsupport.framework dvaappsupport 23.0.0.0 AdobeAXE8SharedExpat.framework AdobeAXE8SharedExpat 6.0.0 79.002995e5. 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All rights reserved. - from the file “Filter Gallery.plugin” Entropy 24.3 © 2006-2023 Adobe. All rights reserved. - from the file “statistics.plugin” Epson Print Layout Copyright (C) Seiko Epson Corporation 2014 - 2021. All rights reserved. - from the file “Epson Print Layout.plugin” Export Color Lookup Tables 24.3 © 2012-2023 Adobe. All rights reserved. - from the file “Export3DLUT.plugin” Extrude 24.3.0, © 2003-2023 Adobe. All rights reserved. - from the file “Standard Multiplugin.plugin” FastCore Routines 24.3 © 1990-2023 Adobe. All rights reserved. - from the file “FastCore.plugin” Fibers 24.3.0, © 2003-2023 Adobe. All rights reserved. - from the file “Standard Multiplugin.plugin” Film Grain 24.3.0, © 1991-2023 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Filter Gallery 24.3.0, © 1991-2023 Adobe. All rights reserved. - from the file “Filter Gallery.plugin” Fresco 24.3.0, © 1991-2023 Adobe. 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All rights reserved. - from the file “Standard Multiplugin.plugin” Optional and third party plugins: NONE Duplicate and Disabled plugins: NONE Plugins that failed to load: NONE Unified Extensibility Platform - Extensions: Home Screen (Loaded) 6.5.0.61 - from the file "/Library/Application Support/Adobe/UXP/extensions/com.adobe.ccx.start-6.5.0/" CDO: 1.136.2
CmdN: 1.17.4
CDP: 1.160.2
Projects: 1.7.0 Loaded at: 325 ms - launch time impact: 88 ms ccx-timeline (Prepared) 3.1.4.0 - from the file "Required Folder" CCX Commenting UXP Webview (Loaded) 27.3.1.0 - from the file "Required Folder" Loaded at: 10743 ms - launch time impact: 0 ms CCX Sharesheet UXP (Prepared) 24.9.0.0 - from the file "Required Folder" Photoshop Cloud Value Dialog (Loaded) 1.0.1.0 - from the file "Required Folder" Loaded at: 359 ms - launch time impact: 0 ms Share Panel (Loaded) 1.0.6.0 - from the file "Required Folder" Loaded at: 360 ms - launch time impact: 0 ms Luminosity Masks - ARCPanel 3.0 (Prepared) 3.0.25.0 - from the file "Plugin Market Place" Lumenzia (Prepared) 10.7.8.0 - from the file "Plugin Market Place" Content Credentials (Loaded) 0.36.3.0 - from the file "Required Folder" Loaded at: 10466 ms - launch time impact: 2 ms CC Libraries Panel (Prepared) 3.22.9.0 - from the file "/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/" CAPTURE: 2.0.41 STOCK: 4.0.2 Substance 3D (Prepared) 0.1.5.0 - from the file "Required Folder" Adjustments Panels (Prepared) 1.12.2.0 - from the file "Required Folder" Photoshop UXP Export-As (Prepared) 5.8.21.0 - from the file "Required Folder" Photoshop Facepile (Loaded) 1.0.0.0 - from the file "Required Folder" Loaded at: 10743 ms - launch time impact: 2 ms Photoshop In App Messaging (Loaded) 3.6.6.0 - from the file "Required Folder" Loaded at: 10744 ms - launch time impact: 0 ms Photoshop Selection Feedback (Prepared) 0.5.0.0 - from the file "Required Folder" Plugins Panel (Prepared) 1.4.3.0 - from the file "Required Folder" IC popup message (Loaded) 1.0.0.0 Loaded at: 10467 ms - launch time impact: 0 ms Multilayer Protection (Loaded) 1.0.0.0 Loaded at: 10467 ms - launch time impact: 0 ms Discover Panel (Loaded) 3.2.1.4 - from the file "Required Folder" Loaded at: 10748 ms - launch time impact: 15 ms Neural Filters (Registered) 1.15.0.95 - from the file "Required Folder" Scan time: 3 ms - entries: 40 Extensions: Libraries 1.0.0 - from the file “/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/index.html” com.adobe.stock.panel.licensing-embedded 1.0.0 - from the file “/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/extensions/stock-panel-licensing/index.html” com.adobe.capture.extension 2.0.41 - from the file “/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/extensions/capture/capture.html” Export As 4.8.15 - from the file “/Applications/Adobe Photoshop 2023/Adobe Photoshop 2023.app/Contents/Resources/CEP/extensions/com.adobe.photoshop.crema/index.html” Export As 4.8.15 - from the file “/Applications/Adobe Photoshop 2023/Adobe Photoshop 2023.app/Contents/Resources/CEP/extensions/com.adobe.photoshop.crema/index.html” com.adobe.cclibraries.manager 1.0.0 - from the file “/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/manager.html” Installed TWAIN devices: NONE

 

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Adobe Employee ,
Apr 04, 2023 Apr 04, 2023

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Thank you for your sysinfo @deonreynolds we use your email address to look up the CR, so if you do not include it with the report we don't have a way to corrolate with your posted issue.

 

Feel free to send one of the .psd files that are not working to shubert@adobe.com

 

 

Thank you,
Cory

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Community Beginner ,
Apr 04, 2023 Apr 04, 2023

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Hi Cory,

 

All this time I thought I was sending CR's. It is set corectly now. I'll send a file sortly.

 

Thank you,

 

Deon

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Adobe Employee ,
Apr 04, 2023 Apr 04, 2023

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Thank you for the file @deonreynolds. On my machine, i9/64gb RAM, OS 12.6, the file opened as expected, no issues.

 

Let's make sure we're in a default state and there are no stale settings somewhere: 

Restore your preferences using this manual method:  

https://helpx.adobe.com/photoshop/using/preferences.html#Manually 

Does it work correctly? 

If that doesn't solve it, you can quit Photoshop and put the Settings folder back. 

 

 

Thank you,
Cory

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Adobe Employee ,
Apr 04, 2023 Apr 04, 2023

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Hi @deonreynolds one thing we see is your scatch disk may not be large enough:

 Macintosh HD, 233.6G, 48.0G 

Try freeing up HD space and see if this might be the issue.

 

Thank you,
Cory

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Community Beginner ,
Apr 04, 2023 Apr 04, 2023

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Thank you! Thank you! Thank you! Everything is working as it should.

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Community Expert ,
Apr 04, 2023 Apr 04, 2023

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Hi, @deonreynolds was it a corrupted preference?

Did you keep the preference folder that crashed Ps? @CoryShubert could it be useful for the team?

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