Photoshop keeps crashing

[joer90496432]

Every time I try to load Photoshop CC 2018 it crashes, and I receive a crash report with the code below.

Any suggestions for how to overcome this? I've sent the crash report to Adobe but haven't been contacted by them yet.

Thanks!

---

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="1.6.1" clientVersion="1.6.1" applicationName="Adobe Photoshop CC" applicationVersion="19.0" build="20170929.r.165">

<time year="2018" month="7" day="17" hour="12" minute="13" second="51"/>

<user guid="8f82bac2-a02d-4d75-ac5d-1a0a197f5f95"/>

<system platform="Windows 10 Home" osversion="10.0" osbuild="17134" applicationlanguage="en-us" userlanguage="en-GB" oslanguage="en-GB" ram="16275" machine="Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz" model="Intel64 Family 6 Model 78 Stepping 3" cpuCount="4" cpuType="8664" cpuFreq="2592 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00000000513521DE">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00000000513521DE" symbolname="DrvPresentBuffers"/>

<stackStatement index="1" address="0x00000000513521A6" symbolname="DrvPresentBuffers"/>

<stackStatement index="2" address="0x000000005064FEDD" symbolname="DrvPresentBuffers"/>

<stackStatement index="3" address="0x00000000511BD271" symbolname="DrvPresentBuffers"/>

<stackStatement index="4" address="0x00000000511BD448" symbolname="DrvPresentBuffers"/>

<stackStatement index="5" address="0x00000000511BCE68" symbolname="DrvPresentBuffers"/>

<stackStatement index="6" address="0x000000005052194B" symbolname="DrvSwapBuffers"/>

<stackStatement index="7" address="0x0000000050520C77" symbolname="DrvValidateVersion"/>

<stackStatement index="8" address="0x00007FFC11146CFC" symbolname="wglSwapMultipleBuffers"/>

<stackStatement index="9" address="0x00007FFC1114710D" symbolname="wglSwapMultipleBuffers"/>

<stackStatement index="10" address="0x00007FFC1115A209" symbolname="wglDescribePixelFormat"/>

<stackStatement index="11" address="0x00007FFC111595D5" symbolname="wglChoosePixelFormat"/>

<stackStatement index="12" address="0x00007FFC2EBB7979" symbolname="ChoosePixelFormat"/>

<stackStatement index="13" address="0x00007FFBDF819851" symbolname="AIF::OGL::Context::ChoosePixelFormat"/>

<stackStatement index="14" address="0x00007FFBDF81A172" symbolname="AIF::OGL::Context::setupRenderingContext"/>

<stackStatement index="15" address="0x00007FFBDF81A7E2" symbolname="AIF::OGL::Context::initialize"/>

<stackStatement index="16" address="0x00007FFBDF81649E" symbolname="AIF::OGL::ContextOffscreen::ContextOffscreen"/>

<stackStatement index="17" address="0x00007FF684310A47" symbolname="unknown"/>

<stackStatement index="18" address="0x00007FF684311627" symbolname="unknown"/>

<stackStatement index="19" address="0x00007FF6842FE137" symbolname="unknown"/>

<stackStatement index="20" address="0x00007FF68609DB25" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="21" address="0x00007FF685CDCD03" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="22" address="0x00007FF685CDD1DA" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="23" address="0x00007FF6857DE81A" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="24" address="0x00007FF6857DE7D2" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="25" address="0x00007FF6857C06F6" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="26" address="0x00007FF684D578EE" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="27" address="0x00007FF684D57500" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="28" EndlessStack="TRUE"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000000"/>

<register name="RBX" value="0x000001E8C9F85C20"/>

<register name="RCX" value="0x000001E8C9F85C20"/>

<register name="RDX" value="0x00000064689C0740"/>

<register name="RSI" value="0x000001E8C9F85C20"/>

<register name="RDI" value="0x0000000000000000"/>

<register name="RSP" value="0x00000064689C0380"/>

<register name="RBP" value="0x00000064689C0480"/>

<register name="RIP" value="0x00000000513521DE"/>

<register name="EFL" value="0x0000000000010202"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

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<dumpType>

Mini

</dumpType>

</crash>

</crashreport>

[Guest]

Hi

Have to tried updating Photoshop to the latest release, your version is 19.0, current version is 19.1.5

[joer90496432]

Thanks for the tip but it didn't work - have updated to the latest version and restarted my comp, but it's still crashing (new code below).

Any other suggestions?

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Photoshop CC" applicationVersion="19.1.5" build="20180604.r.346">

<time year="2018" month="7" day="17" hour="14" minute="43" second="58"/>

<user guid="8f82bac2-a02d-4d75-ac5d-1a0a197f5f95"/>

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<dumpType>

Mini

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</crashreport>

[Guest]

Hi

Can you take a look in Windows event viewer of see if there's any error relating to Photoshop.exe

Just click on the start icon and type event viewer and open that

On the left hand side select Application and on the right select Filter Current Log

Then put a check mark in Error and look for Photoshop.exe errors, if you find any copy and paste that into this thread

Also can you post your system info, go to Help > System Info and copy and paste that as well

[joer90496432]

There are no Photoshop.exe errors listed.

Here's my headline system info - is this what you wanted?

[Guest]

Hi

Sorry it was your Photoshop system info I needed

According to the system specs that I could find it looks like that Laptop has dual GPU's, an Intel onboard and an Radeon R5-M335 dedicated GPU's

Photoshop doesn't play well with that kind of setup, take a look here especially sections 7 and 8

Troubleshoot Photoshop graphics processor (GPU) and graphics driver issues

If that doesn't help you could try deleting the Adobe Photoshop CC 2018 Prefs.psp from this location

C:\Users\yourname\AppData\Roaming\Adobe\Adobe Photoshop CC 2018\Adobe Photoshop CC 2018 Settings

Failing all that a reinstall using the Adobe Cleaner Tool might help

Use the Creative Cloud Cleaner Tool to solve installation problems

[joer90496432]

I have just been through every step you have recommended, finally using the Cleaner Tool to remove CC and reinstalling.

Still, when I open Photoshop, it crashes (code below).

What else can I do?

----

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Photoshop CC" applicationVersion="19.1.5" build="20180604.r.346">

<time year="2018" month="7" day="17" hour="16" minute="47" second="23"/>

<user guid="8f82bac2-a02d-4d75-ac5d-1a0a197f5f95"/>

<system platform="Windows 10 Home" osversion="10.0" osbuild="17134" applicationlanguage="en-us" userlanguage="en-GB" oslanguage="en-GB" ram="16275" machine="Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz" model="Intel64 Family 6 Model 78 Stepping 3" cpuCount="4" cpuType="8664" cpuFreq="2592 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFBB05F65A0">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFBB05F65A0" symbolname="EntryFM"/>

<stackStatement index="1" address="0x00007FFC0404CD33" symbolname="seh_filter_exe"/>

<stackStatement index="2" address="0x00007FF6D02E7D3D" symbolname="deepcut::PostProc"/>

<stackStatement index="3" address="0x00007FFBEF6DC720" symbolname="_C_specific_handler"/>

<stackStatement index="4" address="0x00007FFC06D3ECED" symbolname="_chkstk"/>

<stackStatement index="5" address="0x00007FFC06CA6C86" symbolname="RtlWalkFrameChain"/>

<stackStatement index="6" address="0x00007FFC06D3DC1E" symbolname="KiUserExceptionDispatcher"/>

<stackStatement index="7" address="0x00000000663321DE" symbolname="DrvPresentBuffers"/>

<stackStatement index="8" address="0x00000000663321A6" symbolname="DrvPresentBuffers"/>

<stackStatement index="9" address="0x000000006562FEDD" symbolname="DrvPresentBuffers"/>

<stackStatement index="10" address="0x000000006619D271" symbolname="DrvPresentBuffers"/>

<stackStatement index="11" address="0x000000006619D448" symbolname="DrvPresentBuffers"/>

<stackStatement index="12" address="0x000000006619CE68" symbolname="DrvPresentBuffers"/>

<stackStatement index="13" address="0x000000006550194B" symbolname="DrvSwapBuffers"/>

<stackStatement index="14" address="0x0000000065500C77" symbolname="DrvValidateVersion"/>

<stackStatement index="15" address="0x00007FFBE2736CFC" symbolname="wglSwapMultipleBuffers"/>

<stackStatement index="16" address="0x00007FFBE273710D" symbolname="wglSwapMultipleBuffers"/>

<stackStatement index="17" address="0x00007FFBE274A209" symbolname="wglDescribePixelFormat"/>

<stackStatement index="18" address="0x00007FFBE27495D5" symbolname="wglChoosePixelFormat"/>

<stackStatement index="19" address="0x00007FFC03937979" symbolname="ChoosePixelFormat"/>

<stackStatement index="20" address="0x00007FFBAEC86A1C" symbolname="unknown"/>

<stackStatement index="21" address="0x00007FFBAEC83130" symbolname="unknown"/>

<stackStatement index="22" address="0x00007FFBAEC83044" symbolname="unknown"/>

<stackStatement index="23" address="0x00007FFBAEC82B20" symbolname="unknown"/>

<stackStatement index="24" address="0x00007FFBAEC36B10" symbolname="unknown"/>

<stackStatement index="25" address="0x00007FFBAEC3D9F0" symbolname="unknown"/>

<stackStatement index="26" address="0x00007FFBAEC95979" symbolname="PluginMain"/>

<stackStatement index="27" address="0x00007FFBAEC95244" symbolname="PluginMain"/>

<stackStatement index="28" address="0x00007FFBAEC8D16A" symbolname="unknown"/>

<stackStatement index="29" address="0x00007FFBAEC89DB3" symbolname="unknown"/>

<stackStatement index="30" address="0x00007FF6CDFC0F03" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="31" address="0x00007FF6CDFC1FE0" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="32" address="0x00007FF6CDFC063C" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="33" address="0x00007FF6CDFC0894" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="34" address="0x00007FF6CDFC2429" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="35" address="0x00007FF6CF111911" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="36" address="0x00007FF6CE3B9D42" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="37" address="0x00007FF6CFA7FFF8" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="38" address="0x00007FF6D008C287" symbolname="deepcut::PostProc"/>

<stackStatement index="39" address="0x00007FFC042E3034" symbolname="BaseThreadInitThunk"/>

<stackStatement index="40" address="0x00007FFC06D11431" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x00007FFBB05F65A0"/>

<register name="RBX" value="0x0000000000000000"/>

<register name="RCX" value="0x000000000000000B"/>

<register name="RDX" value="0x0000014DDE375360"/>

<register name="RSI" value="0x0000000000000000"/>

<register name="RDI" value="0x0000014DD9C59860"/>

<register name="RSP" value="0x00000025C4CF2338"/>

<register name="RBP" value="0x00000025C4CF23D0"/>

<register name="RIP" value="0x00007FFBB05F65A0"/>

<register name="EFL" value="0x0000000000010246"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

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<binaryImage start="0x00007FFBD9E00000" end="0x00007FFBD9E1F000" path="atig6pxx.dll"/>

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<binaryImage start="0x00007FFBC6440000" end="0x00007FFBC6591000" path="atiadlxx.dll"/>

<binaryImage start="0x00007FFBC4BD0000" end="0x00007FFBC4C03000" path="atig6txx.dll"/>

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<dumpType>

Mini

</dumpType>

</crash>

</crashreport>

[Guest]

Hi

I'm all out of idea's try contacting Adobe customer support

Contact Customer Care

[joer90496432]

If I try to go through this system, the only option it gives me is to post in this forum!

Can you please send me a direct contact for Chat or Phone - or get somebody to contact me?

[Guest]

Hi

I've put a request in for a Staff member to contact you

[joer90496432]

Thank you!

[Rajashree Bhattacharya · Accepted solution]

Hi Joe,

I have requested the expert to follow up.

Thanks

Rajashree

[joer90496432]

I have managed to contact the tech team myself and this has now been resolved. Thanks Ged and Rajashree for your help.

[Mohit Goyal]

Hi joer,

Great, thanks for the update.

Regards,

Mohit

[Aaarty]

It would be EXTREMELY helpful if you put in what the tech team did to solve your problem!!!  I have the same problem . . . with Surface Pro Book II (with graphics processor, etc.)

[joer90496432]

The issue for me was dual GPUs, which Ged mentioned above, though I couldn't access this through Photoshop as it wasn't loading.

The tech support accessed the GPU info through the Run command and then disabled the Radeon GPU.

Hope that helps!

[JakeSherlock]

I remembered I enabled my onboard Radeon ES1000. Disabling it in Windows worked. Photoshop crashed on every start and just now it didn't.

Hover Me - Photoshop Sys Info