Photoshop 2017 crashing on open in Windows 10

[kinkersnick127]

(Originally posted this in the 'Creative Cloud Download & Install' discussion, but was advised by Jeff Wright to post it here instead. Here is my other post: Photoshop 2017 won't open on Windows 10)

I have just downloaded the latest version of Photoshop CC (2017) and it won't even open. It says 'Adobe Photoshop CC 2017 has stopped working'. When I click 'Debug' it says 'An unhandled win32 exception occurred in Photoshop.exe [22540].

I have tried loading it up holding down Ctrl+Alt+Shift to delete the settings file (as someone else suggested) but it didn't fix the problem.

Anyone know how I can fix this?

[ASDL]

I'm having the same problem, with Photoshop CC (2017) on a brand new install of CC on a brand new HP Envy Windows 10 machine with NVIDEA GEFORCE 940 MX card. Updated the latest driver 10/28/2016 v375.70 WHQL

No prior settings, plugins, anything.

Also having problems with Illustrator CC (2017) - it starts, but then the pointer flickers incessantly and I can't access any commands.

[Boqueron.1969]

ASDL... I'm having the same erratic cursor behavior when Illustrator is launching. Usually it stops when the program has fully loaded and the new "Open" window (with the new / recent document thumbnails and all) is... well... open. Does your cursor flicker incessantly?

[ASDL]

An Adobe tech fixed the Photoshop problem using remote control - couldn't follow what he was doing, though I saw him checking the Windows error logs. Once he (somehow) got into Photoshop, he turned on graphic card support.

Works fine now. It also fixed the Illustrator problem.

[Matthew_Schuett]

I'm having the exact same issues with Photoshop 2017. Right after the splash page I just get the error message "Photoshop CC 2017 has stopped working"

Windows 10, i5 6400, 32GB memory and Nvidia GTX 980Ti

[Tartanreels]

Yes the same problem, I have the current driver for AMD Radeon R9 390.

Downloaded the cleaner, and have removed and installed Photoshop CC2017 twice with the same results, so removed it again and rolled back to 2015 5.5 until my problem is fixed, which I'm assuming requires a new driver from AMD ?

[Matthew_Schuett]

I read further up this threead that there was something to do with a dll file in Windows 10, then I looked at my event viewer log and saw that there was a dll file referenced so I put 2 and 2 together and found that dll file, simply added a 1 into the file name C:\Windows\system32\LavasoftTcpService64.dll - C:\Windows\system32\LavasoftTcpService641.dll and now it works as normal. May help some others out there?

[markk1725149]

Thanks. Based on this, I did some further research, and ended up uninstalling Web Companion from Lavasoft. Seems to have cleared up the problem for me, even though the dll was left behind.

[lazoris]

26. Re: Photoshop 2017 crashing on open in Windows 10

Matthew Schuett Nov 4, 2016 9:03 AM (in response to kinkersnick127)

I read further up this threead that there was something to do with a dll file in Windows 10, then I looked at my event viewer log and saw that there was a dll file referenced so I put 2 and 2 together and found that dll file, simply added a 1 into the file name C:\Windows\system32\LavasoftTcpService64.dll - C:\Windows\system32\LavasoftTcpService641.dll and now it works as normal. May help some others out there?

This helped and corrected the problem for me.

[andrejt67665774]

Be careful. This fix helps but has a side effect: after reboot widows can not connect on many ports (other than 22, 80) and many programs (office installer for example) stop work. Renaming back helps with all network problems. But PS does not start again:)

[Akash Sharma]

Hi Andrejt,

The process to remove the Lavasoft or other associated software's has been documented here Photoshop crashes with Lavasoft Chrome extension installed

Regards,

Akash

[mb39498416]

Renaming the same way worked for me too! Thank you so much! I had to check use enhanced graphics processing in Preferences too. But no more crashing!  I uninstalled Web Companion from Lavasoft -- which seems to be the problem.

[whitneym43308175]

I am also having the same issue with Photoshop and for some reason there aren't any files for the apps on my pc at all.

[Terri_Stevens]

Afraid that I can't give you guys a lot of hope here, but reading the thread two obvious things come to mind.

1)AdAware WebCompanion is picking up something in PS2017 as adware and neutralising that component. I'm not familiar with that product but either remove it or configure it to ignore the Adobe folders. False positives will cause any software to cause problems and it is up to Lavasoft to address this problem not Adobe

2) The Event Viewer reports are indicating the DIACOM plugin is faulting. DIACOM is a very specialized file format used in medical imaging and unless you are a medical scientist you don't need it. It also uses the TCP/IP protocol and this might be causing antimalware software to consider it as a threat. This is not an issue on all Windows 10 installs and so must be due to an interaction with something else installed on your specific machines. I would suggest going to the

'C:\Program Files\Adobe\Adobe Photoshop CC 2017\Required\Plug-Ins\File Formats' folder and removing Dicom.8bi. Now start Photoshop and see if it starts.

[davidm1346782]

Thanks for the reply, especially the information about the diacom plugin.  The tech who had control of my computer was playing about with this but still failed to get Photoshop CC 2017 to work.  However it now works.  I went through the following steps, not all may be needed but it worked for me.

I used CCleaner both for cleaning up temp files etc. and also used the registry cleaner.

In the Plug-Ins\File Formats folder I created a removed files folder and moved the Diacom plugin to it.

I closed down and restarted my PC.

I then successfully launched Photoshop CC 2017.

Thank you!!!

[Terri_Stevens]

Glad it worked for you David

[Braaihard]

Akash Sharma​

Hi Akash and sorry for the late response.

I have checked on Event Viewer but I'm not sure if there is a crash log or perhaps I do not know where to find it. As a matter of fact I have launched Photoshop while running Event Viewer at the same time but I don't get any error messages/logs when Photoshop becomes unresponsive. I have refereshed Event Viewer a few times but cannot find any related crash/error report. I checked both the Application and the System folders but nothing seems to come up. All I know is that I have to close the program using Task manager. Does this generate an error log?

Anyway, as mentioned in my previous post, it is a pretty weird behaviour: If I launch Photoshop using only my laptop built-in monitor, it works perfectly; however, when I connect my USB external display (AOC display via DisplayLink adapter) and launch Photoshop CC2017 it freezes immediately after the splash screen. What's even more baffling is that I have tried connecting an external monitor via HDMI and curiously Photoshop CC 2017 works perfectly.

Moreover, the problem seems to persist only with Photoshop CC 2017! I have used Muse CC 2017 and Illustrator CC 2017 with the USB external display and everything worked smoothly.

TIA

Regards

Alessandro

[Akash Sharma]

Hi Alessandro,

What happens if you uncheck "Use graphics Processor" in Photoshop>>Preferences>>Performance when the Monitor is disconnected, Then try connecting the monitor and using Photoshop?

Regards,

Akash

[Braaihard]

Hi

Akash Sharma​

I tried that too but no luck. When I uncheck "Use graphics Processor" Photoshop reverts to the onboard graphics processor (Intel HD 3000) which doesn't support Windows 10 and doesn't detect the external monitor. Even with that option ("Use graphics Processor" unchecked) it will still stop responding if the external USB monitor is connected!

I could be wrong but I think the clue is in the DisplayLink adapter that manages the USB external monitor but I'm not tech-savvy enough to figure out how to fix it. I have manually updated all the drivers to the latest version as Windows 10 didn't pick up there was a more recent version but still to no avail.

It's not a big deal but it is quite frustrating when I need to work on the laptop as I like to use the external display especially when using Photoshop.

Best regards

Alessandro

[Akash Sharma]

I could be wrong but I think the clue is in the DisplayLink adapter that manages the USB external monitor but I'm not tech-savvy enough to figure out how to fix it. I have manually updated all the drivers to the latest version as Windows 10 didn't pick up there was a more recent version but still to no avail.

Very Probable, Please reinstall your Display link adapter drivers and see if that helps.Windows

~Akash

[Braaihard]

Hi Akash Sharma​

No joy, bud. Unistalled all traces of DisplayLink software and reinstalled the latest version of it but Photoshop still freezes on startup. If it is of any help I also noticed that, though it is not responding, Photoshop keeps using about 30% of the CPU so I left it to 'run'  for a while but several minutes later it was still hanging and still using 1/3 of the CPU.

Nothing more that I can do. I guess my only alternative for working with Photoshop in dual view is to connect an external monitor via HDMI or the displayport.

Anyway, thank you for your assistance, Akash.

[dosakim]

OMG photoshop now too! What the HELL Adobe!? I just fixed Illustrator! You guys are killing me!

[gpsmith1212]

Log Name:      Application

Source:        Application Error

Date:          12/13/2016 8:33:50 PM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      gpslaptop

Description:

Faulting application name: Photoshop.exe, version: 18.0.1.29, time stamp: 0x583e911d

Faulting module name: LavasoftTcpService64.dll, version: 2.3.4.7, time stamp: 0x555dc671

Exception code: 0xc0000095

Fault offset: 0x0000000000008902

Faulting process id: 0x1d30

Faulting application start time: 0x01d255b5cf77aeb7

Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2017\Photoshop.exe

Faulting module path: C:\WINDOWS\system32\LavasoftTcpService64.dll

Report Id: 1b2f23c0-b955-431b-b34f-2bc9930938d4

Faulting package full name:

Faulting package-relative application ID:

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2016-12-14T03:33:50.592421300Z" />

    <EventRecordID>6955</EventRecordID>

    <Channel>Application</Channel>

    <Computer>gpslaptop</Computer>

    <Security />

  </System>

  <EventData>

    <Data>Photoshop.exe</Data>

    <Data>18.0.1.29</Data>

    <Data>583e911d</Data>

    <Data>LavasoftTcpService64.dll</Data>

    <Data>2.3.4.7</Data>

    <Data>555dc671</Data>

    <Data>c0000095</Data>

    <Data>0000000000008902</Data>

    <Data>1d30</Data>

    <Data>01d255b5cf77aeb7</Data>

    <Data>C:\Program Files\Adobe\Adobe Photoshop CC 2017\Photoshop.exe</Data>

    <Data>C:\WINDOWS\system32\LavasoftTcpService64.dll</Data>

    <Data>1b2f23c0-b955-431b-b34f-2bc9930938d4</Data>

    <Data>

    </Data>

    <Data>

    </Data>

  </EventData>

</Event>

This is the error code after I removed the Adware program

[Mohit Goyal]

Hi gpsmith,

You can follow the instructions provided by TerriStevens stated above and it should fix the problem for you.

Regards,

Mohit

[gpsmith1212]

I have searched (maybe I am not doing that right) but find no remnant to rename. I have reinstalled the 2015 version and seem to have the same log except for 2015 instead of 2017. Sure would appreciate some help in figuring this out.

[Akash Sharma]

Hi Gpsmith,

Simply navigate to C:\WINDOWS\system32\LavasoftTcpService64.dll and rename the file LavasoftTcpService64.dll to OLD.LavasoftTcpService64.dll

If you cannot find any file there, Update Photoshop CC 2017 to the latest version and check.

If it still crashes after updating, Post your Photoshop>Help>System info here.

Thanks,

Akash