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Photoshop crashes and freezes

Community Beginner ,
Jun 08, 2021 Jun 08, 2021

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Whatever I try, which ever update I try, the latest PS will only start up with a beach ball and that ever since version 22.x

On a MBA 2020 Big Sur 11.4 I7 16GB

What I tried:

- deleted preferences

- uninstalled and reinstalled

- reverted to version 21.X well that worked but updating results in the same crash.

 

What to do next?

 

 

{Thread title edited by moderator}

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correct answers 1 Correct answer

Adobe Employee , Jul 23, 2021 Jul 23, 2021
Hi all,   We're sorry for the crash issue. Take a look at the following troubleshooting article and try the first 6 simple steps that can help you resolve most of the crash and freeze issues with Photoshop:  Troubleshoot crash or freeze | Photoshop   If that doesn't help then, take a look at the other troubleshooting tips section.   Let us know your feedback.   Thanks, Mohit

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Community Beginner ,
May 14, 2021 May 14, 2021

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I'm reading all these comments dating back from November 2020, with the crashing of PS 2021. And, only one reply from an Adobe employee. Who is moniterating this forum? I pay a monthly fee to use PS 2021, and have been unable to even load it. Bridge and Creative Cloud work fine. And, yes, I have done what so many have done with the uninstalling/reinstalling. It has not worked. It's a waste of time, and apparently Adobe doesn't seem to think our time or money is important. I have decided to do a clean install of my Mac Pro, and load Big Sur, in hopes that it will clean out any corrupt files I might have that could be effecting PS2021. But this does not resolve the issue of customer service, of which I'm reading is a poor example. Hopefully, Adobe can and will resolve this issue soon, but it doesn't look like they are in a hurry.

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Community Beginner ,
May 14, 2021 May 14, 2021

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I followed the instructions, and it solved my issues, but I feel for those who are going through this. 

I think Adobe's response to this issue is deplorable. When people pay for a subscription service they deserve immediate attention and ongoing solutions to their problems. Aside from Adobe's initial response, I see nothing but dereliction from Adobe. 

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Explorer ,
May 20, 2021 May 20, 2021

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I have a mid 2015 macbook pro and updated to catalina and it seems all the adobe products are creating havoc with the 'kernel_task' process. it seem to be associated with the battery or heat issues. can someone help me please? attached is activity monitor window after i launch phtoshop. the number continue to rise.

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Community Beginner ,
Jul 05, 2021 Jul 05, 2021

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Having the same problems and nothing seems to work! Every time there is a update for Apple the CC crash's. This time though is the worst and nothing is working to fix it. Why is this problem NOT being taken care of? 

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Adobe Employee ,
Jul 12, 2021 Jul 12, 2021

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@janietik , This message thread kind of died off in mid May, and there were some resolutions embedded in the various responses. 

 

If you can provide more specifics about your system and the symptoms, then I might be able to offer more specific guidance than 'check the thread'.

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Community Beginner ,
Jul 12, 2021 Jul 12, 2021

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I have a 2013 Mac Desktop

Processer 2.9 Ghz Qud core Intel core i5

Memory 8GB 1600Mhz DDR3

My Graphics Is NVID GeForce GT 750M 1 GB

I also have a Seagate Backup Plus Drive 1 TB

I have not been able to use Adobe CC for months now due to it crashing at start up.

It wants to continually fix a problem and download the CC again and again and restart my computer.

Every time there is a new Mac IOS update it does this. In the past it would fix it self but run VERY slow.

This last IOS update it will not work at all.

Thank You,
Jane

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Adobe Employee ,
Jul 12, 2021 Jul 12, 2021

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Hi @janietik,

 

The system you have is kind of old, but shouldn't be crashing at startup. Adobe's software 'stack' includes the Creative Cloud Desktop application in addition to our 'point' products, Photoshop, Illustrator or whichever apps you use.

 

Startup now kicks off processes that span the desktop app and the point products, and if you've been stuck for a while with several versions of Adobe software not working properly, I'm thinking it could be a good time to do a clean install of the desktop app and point products. Follow the directions here to see if a new desktop app install gets you working: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

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Community Beginner ,
Mar 08, 2020 Mar 08, 2020

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Photoshop automatically updated, and now it crashes on my Macbook Pro. I will open a file and then when I try to do something it crashes. I've tried uninstalling, and reinstalling and restrating my Mac. Anyone have any clues as to why? Or what I can do to fix this? I use Photoshop all the time and this is really hindering my work. 

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Adobe Employee ,
Mar 09, 2020 Mar 09, 2020

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Hi there,

 

Sorry that Photoshop 2020 keeps crashing on your computer when opening a file. 

 

Would you mind resetting the preferences of Photoshop and let us know if it helps?

To restore preferences quickly using a keyboard shortcut: Press and hold Alt+Control+Shift (Windows) or Option+Command+Shift (Mac OS) as you start Photoshop. You are prompted to delete the current settings. The new preferences files are created the next time you start Photoshop.

 

Also, make sure that you back up all your custom presets, brushes & actions before restoring Photoshop's preferences. https://helpx.adobe.com/in/photoshop/using/preset-migration.html

 

Thanks,

Akash

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Community Beginner ,
Mar 10, 2020 Mar 10, 2020

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Sweet! That worked. Thank you for the help. 

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New Here ,
Jun 13, 2020 Jun 13, 2020

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I'm having a similar problem. When I launch Photoshop2020 it launches the start page and stops responding. This happened with mojave so I updated to Catalina (15.5) and the problem persists. I tried the solution above but it still won't work.

Any other suggestions?

kabii

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New Here ,
Nov 30, 2020 Nov 30, 2020

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hii. i have the same problem with your photoshop. did you have solved the problem? please tell me, it sucks i can't finish my work 😭

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New Here ,
Jun 13, 2020 Jun 13, 2020

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After trying this solution several times, uninstalling, restarting, reinstalling, the problem continues. I launched Photoshop from terminal and this is where it seems to get stuck :

 

Creating new log file at: /Users/.../Library/Logs/Adobe/Adobe Photoshop 2020//ACPL__2020-06-13_20-19-26-631592-+0200_00.log
2020-06-13 20:19:27.166 Adobe Photoshop 2020[1486:29783] Reachability Flag Status: xR ------- networkStatusForFlags
<4792643008> <DynamicLink> <5> Attempting to launch dynamiclinkmanager
<4792643008> <DynamicLink> <5> /Applications/Adobe Photoshop 2020/Adobe Photoshop 2020.app/Contents/MacOS/DynamicLinkMediaServer/dynamiclinkmanager.app

<4792643008> <DynamicLink> <5> Increase wait time to 32

 

Repeated alerts popped up, I cancelled each, and eventually they went away, and after about 5 minutes it finally responded and i was able to open a file.

Terminal added this

objc[1543]: Class HTTPHeader is implemented in both /Library/Application Support/Adobe/AdobeGCClient/AdobeGCClient.app/Contents/MacOS/AdobeGCClient (0x1064e74f0) and /Library/Application Support/Adobe/AdobeGCClient/HDPIM.dylib (0x1099a1890). One of the two will be used. Which one is undefined.
objc[1543]: Class ProxyManager is implemented in both /Library/Application Support/Adobe/AdobeGCClient/AdobeGCClient.app/Contents/MacOS/AdobeGCClient (0x1064e7540) and /Library/Application Support/Adobe/AdobeGCClient/HDPIM.dylib (0x1099a18e0). One of the two will be used. Which one is undefined.
*** GPU Warning: GPU model is black-listed for GPU3. ***
objc[1486]: Class CertificateVerifier is implemented in both /Applications/Adobe Photoshop 2020/Adobe Photoshop 2020.app/Contents/MacOS/Adobe Photoshop 2020 (0x1130ae9d8) and /Library/Application Support/Adobe/Adobe Desktop Common/LCC/imshelper.dylib (0x216b43648). One of the two will be used. Which one is undefined.
[0613/202949.508124:ERROR:local_storage_context_mojo.cc(706)] Lost connection to database
logout.
I can now start it up, but it takes a long, long time.



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New Here ,
Oct 04, 2020 Oct 04, 2020

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still won't work, keep closing down again. what should i do next?

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New Here ,
Oct 21, 2020 Oct 21, 2020

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Same problem here, seems many people are experiecing the exact same issue... Dear Adobe devellopers, please do something, this represents working hours going to the bin....

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New Here ,
Oct 30, 2020 Oct 30, 2020

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I'm having the same issue with Photoshop and InDesign. Adobe are not helping me on the chat and none of the simple fixes in the trouble shooting guide are doing anything. Both programmes crash and close within the first few seconds when I open them and i can't work! 

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Community Beginner ,
Nov 30, 2020 Nov 30, 2020

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Have you tried the solution that is given in this thread when I initially asked? That worked for me. If not you may want to try uninstalling and reinstalling. 

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New Here ,
Nov 30, 2020 Nov 30, 2020

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I do have tried the solution but it kept crashing. But now my photoshop is working, i don't know how. A couple days later, i just tried to open a psd file, and it's working. 
sorry if it's not helping 🙂

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Community Beginner ,
Feb 22, 2021 Feb 22, 2021

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UGH i have deleted and reinstalled 5 times! The app crashes as soon as I drag a file into it. HELP!!

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Adobe Employee ,
Apr 06, 2021 Apr 06, 2021

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Hi all,

 

We're sorry for the crash issue. Could you please install the latest version of Photoshop 22.3 and Adobe Creative Cloud Desktop and check if that helps to resolve the crash problem.

 

Also, on what step Photoshop is crashing for you? Submit the crash report along with your email address. Here's the article for the steps: https://adobe.ly/38U5QKP

 

Thanks,

Mohit

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Community Beginner ,
Oct 28, 2020 Oct 28, 2020

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Hello! Sorry, Photoshop team, its not possible to work with new PS 2021, which keeps crashing in most unexpected times. Also, where is Chat option with Adobe Help team?

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Adobe Community Professional ,
Oct 28, 2020 Oct 28, 2020

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Which OS version?

How much RAM and spare disk capacity do you have?

Have you tried resetting your Photoshop preferences, which you can do under the General tab in Photshop preferences?

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Community Beginner ,
Oct 28, 2020 Oct 28, 2020

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Thanks for quick reply, am i the only one with such problem? i will try to reset preferences.

Screenshot 2020-10-28 at 14.12.54.pngScreenshot 2020-10-28 at 14.20.05.png

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Community Beginner ,
Oct 28, 2020 Oct 28, 2020

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I did reset preferences, its still crashing all the time. I really need your help, otherwise its really bad situation.

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New Here ,
Dec 06, 2020 Dec 06, 2020

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Please my Photoshop 2021 beta  keeps hanging and closing itself anytime I open the pen tool don't know what is wrong nd my system Ram is 8g please what I do I need help

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