Photoshop 2022 crashes when creating or opening files

Explorer ,
Feb 09, 2022 Feb 09, 2022

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All versions of Photoshop 2022 crash when opening or creating files. Reverting to any version of 2021 gives an error but doesn't crash. Disabling graphics accelleration in the PS preferences solves the problem but app becomes so slow its unusable for either version.

 

This is on a Mac Pro with macOS 12.2 and the Pro W6800 MPX gpu. Same apps work perfectly on another Mac Pro with the Pro Vega II MPX gpu. Both systems are on the same OS version and have the system Privacy and Security options for PS in the Disk Access and Accessibility panes.

 

Was working before on the Pro W6800 system but panning and zooming was lagging, indicating a gpu compatibility bug. After uninstalling and reinstalling it no longer can open or create files. GPU Compatibility from the PS Help menu shows everything as green on both systems. 

 

Already disabled the home screen and endabled the legacy new document window.

 

Photoshop is now completely unusable on this system and no amount of deleting preference files, adding to security settings, reinstalling, or reverting to old versions fixes the problem. A quick google search shows this isn't uncommon and this isn't exactly a brand new hardware / driver config. Is there any hope for this to work again?

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correct answers 1 Correct answer

Adobe Employee , Feb 22, 2022 Feb 22, 2022
Ok. From our GPU eng: I see 4 GPU devices in the forum log and 1 display. At the first step, I'd like them to switch the display to the other duo card. On the back of the mac, each duo card will kind of look like 1 dual height card.

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Explorer ,
Feb 09, 2022 Feb 09, 2022

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Forgot to mention : All combinations of grapics processor settings in PS preferences don't work, including OpenCL checkbocx, cache levels, cache tile size, etc.

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Adobe Community Professional ,
Feb 09, 2022 Feb 09, 2022

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What is the error in the older version? If turning OFF GPU works, it's a GPU bug and you need to contact the manufacturer or find out if there's an updated driver for it. 
Also see: https://helpx.adobe.com/photoshop/kb/acr-gpu-faq.html


Author “Color Management for Photographers" & "Photoshop CC Color Management/pluralsight"

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Explorer ,
Feb 09, 2022 Feb 09, 2022

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Screen Shot 2022-02-10 at 12.44.42 AM.png

"Learn how to fox" takes you to :

https://helpx.adobe.com/photoshop/kb/program-error-opening-psd.html#Programerrorwhilesavingfiles

 

None of the solutions on the page work. As stated in the original post, these are MPX modules made by Apple who write their own drivers. These systems run many other GPU heavy apps ( C4D, Octane, Redshift, FCP, Resolve, Fusion, etc ) and none have problems running or simply opening / creating a file. Given the large number of search results over the years representing some version of this problem, the problem itself lies with Photoshop and not the system / drivers that run everything else as expected, including Affinity Photo. All evidence points to Adobe overlooking the current generation of gpu hardware for Intel Macs.

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Adobe Employee ,
Feb 10, 2022 Feb 10, 2022

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Your description of the problem is hard to follow. I'm not sure after what step you're seeing a program error. How are you restoring your prefs?

 

Let's start from the begining, and make sure we're starting from an absolutely clean spot:

Restore your preferences using this manual method:
https://helpx.adobe.com/photoshop/using/preferences.html#Manually

 

Then, launch Photoshop, and select Help >System Info...and copy/paste the text in a reply here.


Next, can you open a file or does it crash? If it crashes, 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.

 

If that doesn't solve it, you can quit Photoshop and put the Settings folder back.
If it does solve the problem, I would like to get the folder of settings to try and figure out what is bad with them.

 

We'll deal with the program error next if it's still a problem after doing the above steps.


Senior Product Manager - Customer Advocacy - Digital Imaging

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Explorer ,
Feb 21, 2022 Feb 21, 2022

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Following the instructions in the link provided didn't solve the issue. Below is what happens.

 

Photoshop 2022

1. Launch Photoshop 2022

2. Create new document

3. App crashes and throws up macOS crash dialogue

4. Relaunch Photoshop 2022 and disable GPU acceleration in the Performace preferences

5. Create new document that works but is slow

6. Before closing document, reenable GPU acceleration and app crashes

7. Help>GPU Compatibility gives me all green checkmarks

Screen Shot 2022-02-22 at 1.00.57 AM.png

Photoshop 2021

1. Launch Photoshop 2021

2. Create new doument

3. Photoshop error from screenshot "could not complete your request..."

4. Clicking the "learn how to fix" button in the same dialogue goes here: https://helpx.adobe.com/photoshop/kb/program-error-opening-psd.html

5. Nothing here works. "Disable the GPU to quickly narrow down the issue" from that page takes you here: https://helpx.adobe.com/photoshop/kb/troubleshoot-gpu-graphics-card.html#DisableGraphicsProcessor

 

 

System Info:

Adobe Photoshop Version: 23.1.1 20220106.r.202 060a6d1 x64 Number of Launches: 3 Operating System: Mac OS 12.2.1 System architecture: Intel CPU Family:6, Model:5, Stepping:7 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1, SSE4.2, AVX, AVX2, HyperThreading Physical processor count: 28 Logical processor count: 56 Processor speed: 2500 MHz Built-in memory: 393216 MB Free memory: 262546 MB Memory available to Photoshop: 377094 MB Memory used by Photoshop: 70 % SAM SDK Version: 2.0.0-main.950 ACP.local Status: - SDK Version: 1.50.2 - Core Sync Status: Reachable and compatible - Core Sync Running: 5.4.0.15 - Min Core Sync Required: 4.3.66.0 Live Edit Client SDK Version: 3.86.01 Manta Canvas: Enabled. Alias Layers: Disabled. Modifier Palette: Disabled. Highbeam: Disabled. Touch Bar Property Feedback: Enabled. Image tile size: 1024K Image cache levels: 4 Font Preview: Medium HarfBuzz Version: 2.8.1 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: AMD Radeon PRO W6800X Duo
GPUVendor: AMD
IsNativeGPUCapable: 1
IsOpenGLGPUCapable: 1
IsOpenCLGPUCapable: 1
HasSufficientRAM: 1
GPU accessible RAM: 34,342 MB
Required GPU accessible RAM: 1,500 MB
UseGraphicsProcessorChecked: 1
UseOpenCLChecked: 1
Display: 1 Display Bounds: top=0, left=0, bottom=1692, right=3008 High DPI Monitor Main Display ------- Sniffer output
[0 ms]
Launch GPUSnifferThread

[0 ms]
Start RunAllAPIs

[0 ms]
"/Applications/Adobe Photoshop 2022/Adobe Photoshop 2022.app/Contents/MacOS/sniffer" -baseTimeMS=975856764 -comment=Photoshop Version: Adobe Photoshop 23.1.1 20220106.r.202 060a6d1 x64

[317 ms]
Start sniffer 2022-02-22 01:02:17
# Photoshop Version: Adobe Photoshop 23.1.1 20220106.r.202 060a6d1 x64
sniffer -baseTimeMS=975856764 -comment=Photoshop Version: Adobe Photoshop 23.1.1 20220106.r.202 060a6d1 x64

{15 ms}
Start platform native
# displays: 1
Display 0
Display: 69965976
Main: TRUE
Built in: FALSE
Stereo: FALSE
Bounds: ((0 0) -> (3,008 1,692), w=3,008, h=1,692)
Dimensions: (6,016 3,384)
Physical size: (700.947 390.698)
Pixel size: (0.116514 0.115455)
Dynamic range: (0 1)
Potential dynamic range: (0 16)
Reference dynamic range: (0 0)
Attached Device: (DeviceID name=AMD Radeon PRO W6800X Duo index=2 preferred=1)

# devices: 4
Device 0
Name: AMD Radeon PRO W6800X Duo
Preferred: FALSE
Power Envelope: DISCRETE
Attachment: EMBEDDED
# attached displays: 0
GPU accessible RAM: 34,342 MB
VRAM: 34,342 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.0 (1.0)
Device version: 1.0 (1.0)
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN

Device 1
Name: AMD Radeon PRO W6800X Duo
Preferred: FALSE
Power Envelope: DISCRETE
Attachment: EMBEDDED
# attached displays: 0
GPU accessible RAM: 34,342 MB
VRAM: 34,342 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.0 (1.0)
Device version: 1.0 (1.0)
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN

Device 2
Name: AMD Radeon PRO W6800X Duo
Preferred: TRUE
Power Envelope: DISCRETE
Attachment: EMBEDDED
# attached displays: 1
69965976
GPU accessible RAM: 34,342 MB
VRAM: 34,342 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.0 (1.0)
Device version: 1.0 (1.0)
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN

Device 3
Name: AMD Radeon PRO W6800X Duo
Preferred: FALSE
Power Envelope: DISCRETE
Attachment: EMBEDDED
# attached displays: 0
GPU accessible RAM: 34,342 MB
VRAM: 34,342 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.0 (1.0)
Device version: 1.0 (1.0)
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
End platform native
{236 ms}

{236 ms}
Start platform OpenGL
# displays: 1
Display 0
Display: 69965976
Main: TRUE
Built in: FALSE
Stereo: FALSE
Bounds: ((0 0) -> (3,008 1,692), w=3,008, h=1,692)
Dimensions: (6,016 3,384)
Physical size: (700.947 390.698)
Pixel size: (0.116514 0.115455)
Dynamic range: (0 1)
Potential dynamic range: (0 16)
Reference dynamic range: (0 0)
Attached Device: NONE

# devices: 2
Device 0
Name: AMD Radeon PRO W6800X Duo OpenGL Engine
Preferred: TRUE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 32,752 MB
VRAM: 32,752 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 2.1 (2.1 ATI-4.7.103)
Device version: 2.1 (2.1 ATI-4.7.103)
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
GLSL version: 1.20 (1.20)
CGL ID: 16915972
Display mask: 1023

Device 1
Name: AMD Radeon PRO W6800X Duo OpenGL Engine
Preferred: FALSE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 32,752 MB
VRAM: 32,752 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 2.1 (2.1 ATI-4.7.103)
Device version: 2.1 (2.1 ATI-4.7.103)
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
GLSL version: 1.20 (1.20)
CGL ID: 33693188
Display mask: 31744
End platform OpenGL
{251 ms}

{251 ms}
Start platform OpenCL
# displays: 0

# devices: 4
Device 0
Name: AMD Radeon PRO W6800X Duo Compute Engine
Preferred: FALSE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 34,342 MB
VRAM: 34,342 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.2 (OpenCL 1.2 (Dec 17 2021 16:38:42))
Device version: 1.2 (OpenCL 1.2 )
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 946 GB / s
Compute score: 7,159.73
Device name string: AMD Radeon PRO W6800X Duo Compute Engine
Device vendor string: AMD
Platform name string: Apple
Platform vendor string: Apple

Device 1
Name: AMD Radeon PRO W6800X Duo Compute Engine
Preferred: FALSE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 34,342 MB
VRAM: 34,342 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.2 (OpenCL 1.2 (Dec 17 2021 16:38:42))
Device version: 1.2 (OpenCL 1.2 )
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 955 GB / s
Compute score: 6,793.02
Device name string: AMD Radeon PRO W6800X Duo Compute Engine
Device vendor string: AMD
Platform name string: Apple
Platform vendor string: Apple

Device 2
Name: AMD Radeon PRO W6800X Duo Compute Engine
Preferred: FALSE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 34,342 MB
VRAM: 34,342 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.2 (OpenCL 1.2 (Dec 17 2021 16:38:42))
Device version: 1.2 (OpenCL 1.2 )
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 714 GB / s
Compute score: 7,018.04
Device name string: AMD Radeon PRO W6800X Duo Compute Engine
Device vendor string: AMD
Platform name string: Apple
Platform vendor string: Apple

Device 3
Name: AMD Radeon PRO W6800X Duo Compute Engine
Preferred: TRUE
Power Envelope: DISCRETE
Attachment: UNKNOWN
# attached displays: 0
GPU accessible RAM: 34,342 MB
VRAM: 34,342 MB
Dedicated System RAM: 0 MB
Shared System RAM: 0 MB
API version: 1.2 (OpenCL 1.2 (Dec 17 2021 16:38:42))
Device version: 1.2 (OpenCL 1.2 )
Vendor name: AMD
Driver: UNKNOWN
Driver date: UNKNOWN
Driver age: UNKNOWN
Driver version: UNKNOWN
Bandwidth: 958 GB / s
Compute score: 7,123.78
Device name string: AMD Radeon PRO W6800X Duo Compute Engine
Device vendor string: AMD
Platform name string: Apple
Platform vendor string: Apple
End platform OpenCL
{314 ms}

Exit code kExitNormal
End sniffer 2022-02-22 01:02:17
[kStatusNormal, kExitNormal]

[317 ms]
Finish RunAllAPIs

[1563 ms]
Start GetSnifferResult

[1563 ms]
Finish GetSnifferResult

------- Sniffer output
======= GPU
License Type: Subscription Serial number: 90970510142470204799 GUIDBucket: Composite Core (enable_composite_core): on Composite Core GPU (comp_core_gpu): off Composite Core Threads (MultithreadedCompositing): off Composite Core UI (comp_core_ui): off Composite Core Feature Prefs (CompCoreFeaturePrefs): off Document Graph (enable_doc_graph): off Application folder: /Applications/Adobe Photoshop 2022/ Photoshop scratch has async I/O enabled Scratch volume(s): Startup, 931.5G, 485.9G free Required Plugins folder: /Applications/Adobe Photoshop 2022/Adobe Photoshop 2022.app/Contents/PlugIns/Required/ Primary Plugins folder: /Applications/Adobe Photoshop 2022/Plug-ins/ Installed components: dvametadata.framework dvametadata 14.0.0.0 AdobeXMPScript.framework AdobeXMPScript 79.eda2b3fac 79.eda2b3fac ICUUnicode.framework ICUUnicode 13.1.0c6496f ICUConverter.framework ICUConverter 13.1.0c6496f AdobeCrashReporter.framework AdobeCrashReporter 10.3.2 boost_system.framework boost_system 14.0.0.0 AdobeACE.framework AdobeACE 3.2.1 79.03ebf19736. dvanet.framework dvanet 14.0.0.0 AdobeOwl.framework AdobeOwl 5.5.0 mediacoreif.framework mediacoreif 14.0.0.0 dvascripting.framework dvascripting 14.0.0.0 dvaappsupport.framework dvaappsupport 14.0.0.0 dvaunittesting.framework dvaunittesting 14.0.0.0 AdobeAXE8SharedExpat.framework AdobeAXE8SharedExpat 4.1.0 79.ca6d1f4. AIDE.framework AIDE 2.3.0 79.79a213b5 boost_chrono.framework boost_chrono 14.0.0.0 dynamiclink.framework dynamiclink 14.0.0.0 dvaaccelerate.framework dvaaccelerate 14.0.0.0 dvametadataUI.framework dvametadataUI 14.0.0.0 AdobeARE.framework AdobeARE 2.0.0.1 79.625377 AdobePDFPort.framework AdobePDFPort 3.0.0.1 79.625377 ICUInternationalization.framework ICUInternationalization 13.1.0c6496f boost_filesystem.framework boost_filesystem 14.0.0.0 AdobeBIB.framework AdobeBIB 2.0.3 79.03ebf19736. AdobeXMPFiles.framework AdobeXMPFiles 79.eda2b3fac 79.eda2b3fac AdobeLinguistic.framework 14.4.1.16bcc02 dvaplayer.framework dvaplayer 14.0.0.0 filterport.framework filterport 26.0.0.670 PlugPlugOwl.framework PlugPlugOwl 11.2.0.100 libzip.framework libzip 14.0.0.0 AdobeAGM.framework AdobeAGM 5.0.3 79.03ebf19736. adobe_caps.framework adobe_caps 11.0.0.14 1.584361 AdobeSVGRE.framework AdobeSVGRE 7.0.4 "BUILDVERSION_HELPER" AdobePDFL.framework AdobePDFL 16.0.4 79 . c500e561 dvavulcansupport.framework dvavulcansupport 14.0.0.0 dvacore.framework dvacore 14.0.0.0 aiport.framework aiport 26.0.0.670 AdobePIP.framework AdobePIP 8.2.0.16 AdobePDFSettings.framework AdobePDFSettings 1.7 AdobeAXEDOMCore.framework AdobeAXEDOMCore 4.1.0 79.ca6d1f4. dvatransport.framework dvatransport 14.0.0.0 AdobeXMP.framework AdobeXMPCore 79.eda2b3fac 79.eda2b3fac AdobeJP2K.framework AdobeJP2K 2.0.4 79.403bb2b dvaaudiodevice.framework dvaaudiodevice 14.0.0.0 LogSession.framework LogSession 8.2.0.16 PlugPlugExternalObject.framework 11.2.0.100 utest.framework utest 14.0.0.0 AdobeSVGAGM.framework AdobeSVGAGM 2.0.4 79.0dd9fac. dvametadataapi.framework dvametadataapi 14.0.0.0 WRServices.framework WRServices 17.0.0 17.0.0.0 AdobeBIBUtils.framework AdobeBIBUtils 2.0.3 79.03ebf19736. boost_threads.framework boost_threads 14.0.0.0 CloudAILib.framework CloudAILib 26.0.0.670 SPBasic.framework SPBasic 26.0.0.670 AdobeCoolType.framework AdobeCoolType 6.0.2 79.03ebf19736. boost_regex.framework boost_regex 14.0.0.0 boost_program_options.framework boost_program_options 14.0.0.0 dvamediatypes.framework dvamediatypes 14.0.0.0 AdbePM.framework AdbePM 1 boost_date_time.framework boost_date_time 14.0.0.0 dynamic-torqnative.framework Torq Native local AdobeMPS.framework AdobeMPS 6.0.1.49907 79.03e4145a dvaui.framework dvaui 14.0.0.0 MacMemory.framework MacMemory 26.0.0.670 AILib.framework AILib 26.0.0.670 ICUData.framework ICUData 13.1.0c6496f dvamarshal.framework dvamarshal 14.0.0.0 aifm.framework aifm 26.0.0.670 Unified Extensibility Platform uxp-5.5.6-1-720c425 UPIC 2.3.1 Required plugins: Accented Edges 23.1.1, © 1991-2021 Adobe. 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Adobe Employee ,
Feb 22, 2022 Feb 22, 2022

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Ok. From our GPU eng: I see 4 GPU devices in the forum log and 1 display. At the first step, I'd like them to switch the display to the other duo card. On the back of the mac, each duo card will kind of look like 1 dual height card.


Senior Product Manager - Customer Advocacy - Digital Imaging

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Explorer ,
Feb 22, 2022 Feb 22, 2022

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Don't know why it matters which GPU the monitor is physically plugged into since they're identical, but I'm glad this works. Never had any other app care which card is used when they're the same, so this is definitely a first. Glad the solution was so simple. Is there any documentation on card preference?

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