Skip to main content
g24191395
g24191395
Participant
December 29, 2021
Question

Fresh Photoshop install on fresh Windows install crashes on loading screen - faulting mod: ntdll.dll

  • December 29, 2021
  • 2 replies
  • 1858 views

Hi all. I have just completed a fresh installation of Photoshop 2022 and Lightroom Classic on a fresh installation of Windows 10 on a new SSD. Whenever I try to open Photoshop, the loading screen shows briefly (~5 seconds) and then disappears (at which point Photoshop disappears from Task Manager). Lightroom has not had any issues.

 

Below is the event log, and the crash file is attached.

Faulting application name: Photoshop.exe, version: 23.1.0.143, time stamp: 0x61b0fd9f
Faulting module name: ntdll.dll, version: 10.0.19041.1288, time stamp: 0xa280d1d6
Exception code: 0xc0000409
Fault offset: 0x000000000008c56f
Faulting process id: 0x5dd4
Faulting application start time: 0x01d7fd06d6023c41
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop 2022\Photoshop.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 278d3b17-f1ab-45e3-82c4-2610e81ec725
Faulting package full name: 
Faulting package-relative application ID:

 

Together they suggest that ntdll.dll is causing the problem, and the crash log also notes: 

 

The system detected an overrun of a stack-based buffer in this application. This overrun could potentially allow a malicious user to gain control of this application.

 

I have searched for the wording above but cannot find anything related to Photoshop. Things I've considered:

  • Windows and NVIDIA drivers are fully up to date
  • I tried resetting Photoshop preferences - no improvement.
  • I uninstalled all Adobe software and used the CC Cleaner Tool before reinstalling CC and then just Photoshop - no improvement.

 

One thing I noticed is that the crash log has "Processor Architecture: Processor_Architecture_AMD64" when I have an Intel processor - not sure if this is relevant?

 

Does anyone have any suggestions for what I can do next?

 

Thanks! 

 

Specs:

Windows 10 (up to date)

Intel Core i7-8750H 2.2GHz

NVIDIA GeForce GTX 1060 6GB

32GB SODIMM RAM

This topic has been closed for replies.

2 replies

g24191395
g24191395Author
Participant
December 30, 2021

Hi Jeffrey, thanks for your response. After following your steps, I think I've found the problem - it seems to be related to the dock I am using for my additional monitors (see https://community.adobe.com/t5/photoshop-ecosystem-discussions/opengl-unavailable-after-update-to-photoshop-2022/td-p/12502620). The workaround is to set my laptop screen as the main display (or disconnect the dock while loading Photoshop, then reconnect. Both are workarounds I can live with.

 

To respond to your questions - re: the crash report, Photoshop has never generated the Crash Reporter dialogue, it's simply stopped loading during startup. I checked the registry and Never Ask is set to 0.

 

Disabling the Spaces plugin allowed Photoshop to open. Prior to making my laptop screen my main display, I was then presented with this window saying my graphics processor is incompatible. I tried reinstalling the latest drivers from NVIDIA (Studio Driver Version 472.84) but this didn't help. This problem has since gone away and I was able to re-enable the Spaces plugin.

 

Thanks for your help!!

J
J453
Legend
December 30, 2021

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. (raw crash reports like posted are less useful than ones that get resolved through the system)

 

One thing to try as a workaround:

Disable the "Spaces" plugin:
To disable rename the "Spaces" folder in Plugins to "~Spaces".
Change
C:\Program Files\Adobe\Adobe Photoshop 2022\Required\Plug-ins\Spaces
To:
C:\Program Files\Adobe\Adobe Photoshop 2022\Required\Plug-ins\~Spaces

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices