Issue opening file

[Jqke]

Hi all,

I am having some issues opening this file in photoshop. It's just this one specific file. What happens is:

When I open the file through Photoshop (File > Open) it opens the file and I can see the document, but the cursor keeps loading and loading and it doesn't stop. Sometimes it just eventually crashes.

When I open the file by just double clicking on it in File Explorer, it opens up normally as well. I can see the document, and there's no loading cursor, BUT I can't click anything or do anything. It essentially just stops responding (but it doesn't show that in Task Manager).

I've determined that when opening it by double clicking in the file explorer, it "works" but it's extremely slow. It takes 30 seconds to even hide/unhide a layer. I'm thinking there is something like a specific layer that is causing this issue.

I'm on Windows 11.

Running Photoshop version 23.5 (issue occurs in 23.4.2 as well)

PC Specs: Ryzen 5 5600X, RTX 3060 Ti, 32 GB RAM, 1 TB SSD, 2 TB HDD

Any ideas on what the issue could be?

[sishamIAGD]

Are you able to supply the file for testing?

[Jqke]

Sure, but it's a paid pack. Can I private message you the file?

[Pete.Green]

Sure Jake, you can send it to me directly at - petgreen at adobe.com

Sorry for the trouble!

Regards,

PG

[Pete.Green]

Thanks for sharing the file Jake.

I didn't have any issues opening it on my Mac or showing/hiding any of the layers. Not sure what might be causing this issue for you.

It might be worth starting with a preferences reset to see if that resolves this for you.

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

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

Give that a try and let us know if it helps.

Regards,

PG

[Jqke]

Thanks for the suggestion. Unfortunately, it hasn't worked. I did it by going Edit > Preferences > General and then clicking "Reset Preferences On Quit". Is that correct?

[Jqke]

Hey Pete,

Did you get me an earlier reply? I'm still stuck on what to do. It would be a shame if I can't use it.

[Jumpenjax]

Can you drag and drop it on your desktop. Sometimes it works or tells you why it doesn't work.

[Jqke]

I can move it to the desktop fine. It doesn't give me any errors or pop-ups or anything. Should I potentially try contacting the seller?