Photoshop 2020 Object Selection Tool Crashes My Computer

[laurenceb7956197]

Adobe – Customer – L Burke – user of Photoshop for 12 yrs.

Problem:

My computer crashes when I use the Photoshop 2020 Object Selection tool. When I attempt to use the Object Selection tool, the computer screen blanks and the computer reboots.

Background:

Computer hardware:

Processor:  Intel Processor - i9-9920x - 12 Core

Memory: 32 gigs DDR4

Hard drive: C: drive – 2 TB Samsung EVO NVME SSD – 60% space available

Video Card:  8gb EVGA NVIDIA GeForce GTX 1070 – latest drive update installed as of  12/24/19

Computer OS:

 Windows 10 - version #1909 installed

Software:

MS Office Suite

Adobe Creative Suite:

          Adobe Photoshop

          Adobe After Effects

          Adobe Audition

          Adobe Dreamweaver

          Adobe Premier Pro

          Adobe Lightroom

I ran a complete computer memory test and no hardware issues where found.

Reporting Photoshop 2020 Object Selection Tool problem to Adobe:

I reported this problem to Adobe technical support on Dec. 7th, 2019 – case number – ADB-10341719-H7C9.  Several sessions with Adobe senior support staff occurred since reporting the Object Selection tool problem.  Adobe support accessed by computer via a remote session and made a myriad of changes to the Windows OS and various Photoshop 2020 Preferences. Each support session was more than an hour and I have spent many, many hours in the phone queue waiting to contact Adobe support.

As of Dec. 28, 2019, Adobe has not been able to fix the Photoshop 2020 - Object Selection tool problem or identify the cause of the problem.

BOTTOM LINE, THE PHOTSHOP 2020 – OBJECT SELECTION TOOL WAS A MAJOR SOFTWARE ENHANCEMENT TO PHOTOPSHOP 2020 AND IT DOESN’T WORK.

[JJMack]

What are the details in the windows crash reports for you Photoshop crashes. Use windows 10 reliability history viewer  to find the Photoshop crashes display the details. If they do not help you solve your problem post the details here. Re-boots are usually hardware related problem on Windows PC.

What causes Windows to reboot 

[jane-e]

“I reported this problem to Adobe technical support on Dec. 7th, 2019 – case number – ADB-10341719-H7C9.”

Have you reported it to the feedback forum for Photoshop? If not, please report it here so it can be tracked:

https://feedback.photoshop.com/photoshop_family

Jane

[JJMack]

I do not seem to have a problem on my windows 10 PC with Photoshop 2020 object selection tool.  I wish that the OP would post any crash report they have.  Most Windows Re-boot Problems seem to be hardware related.

They have a problem and Adobe Support does not seem to have a handle on it. The even allowed Adobe support to access their machine. Adobe Support is known for being poor.

Adobe Photoshop Version: 21.0.2 20191122.r.57 2019/11/22: e3e4068e635 x64
Number of Launches: 889
Operating System: Windows 10 64-bit
Version: 10 or greater 10.0.18362.329

[laurenceb7956197]

JJ Mack,

Thanks for the info.  

As I recall there is no Windows relating crash info when the Object Selection tool reboots the PC.  Will follow again though.  

L Burke

[JJMack]

Try using the reliability history viewer to look for system crashes.  May not show the crash is related to Photoshop. It may show up as a hardware failure, a Windows Failure.

[laurenceb7956197]

JJ Mack,

Per your suggestion viewed Reliability History (RH) for 12/27/19.  That is when Adobe tech access my PC and attempted to fix crash problem.  

The RH shows that the system crashed several time when the Adobe tech used the PS Object Selection tool; however, the detail only show unexpect shutdown, no futher detail (see graphic at bottom).

Thanks for the follow up information.

G Bear - aka L Burke

[JJMack]

What does your Windows Failure reports show?

[laurenceb7956197]

JJ Mack, 

Reliability - History View under Critical Events shows - Windows was not properly shutdown. When I click on the entry, the detail shows -  The shutdown at 6:26:07 PM on 12/27/19 was unexpected. No further info, detail was shown, available.

As an aside, someone recommended I do a clean install of the NVIDIA GeForece GTX 1070 TI driver. I did re-install the video driver; however, I didn't use the advanced feature - clean install.  I don't have time to do that tonight; however, will do it tomorrow and let you know if that resolves the problem.

G Bear - aka L Burke

[laurenceb7956197]

Jane,

Thanks for info. Will repost per your suggestion.

L Burke

[davescm]

Under Windows 10 an application cannot crash the entire PC, but a driver can. I have no issues with the tool using Photoshop 20.0.2 on Windows 10 and using an NVidia GTX 1080 and the studio driver 441.66.

Try re-installing the Nvidia driver and during the install, choose "Advanced" then "Clean Install". That will ensure left over elements from the older installs are completely overwritten.

Dave

[laurenceb7956197]

Dave,

Thanks for the info.  Will give that a try.  Also, believe my NVIDIA GeForce GTX 1070 us still under warranty.  Will try to have it swapped out and do a clean install of the driver per info provided.

L Burke