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Photoshop randomly crashing and exiting

New Here ,
Dec 09, 2022 Dec 09, 2022

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Photoshop 24.01 has been crashing and exiting randomly without warning.

I've gone through the steps for the error log window on the adobe website, reset my preferences, reinstalled windows10/photoshop/nvidia drivers.

I had a similar issue in ver 23 and had to use ver 21 until that became unavailable.

 

Attached are the error logs from the appdata folder.

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Community Expert ,
Dec 09, 2022 Dec 09, 2022

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As far as I see your windows 10 version is to old. Please update your Windows to the actual build version 22H2

Windows 10 20H2 or later is required for Photoshop 24.x

 

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce GTX 1050 Ti - Windows 10 Pro 22H2 -- LR-Classic 12.1 - Photoshop 24.1. - Nik Collection 5 - Topaz Sharpener AI

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Community Expert ,
Dec 09, 2022 Dec 09, 2022

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Or roll back:

To go back (revert) to previous versions, use the Adobe Creative Cloud application, next to the product you want to revert, click on... (three little dots) and pick "other versions."

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

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Adobe Employee ,
Dec 09, 2022 Dec 09, 2022

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Hi @gertexp64607994 It may help if we could see your Photoshop System Info. Launch Photoshop, and select Help >System Info...and copy/paste the text in a reply.  

 

Thank you,

Cory

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Adobe Employee ,
Dec 09, 2022 Dec 09, 2022

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Thanks for posting the log. If you can submit the crash log through the crash reporter, it resolves the code so it's more readable. Please submit all Crash Reports along with your email address. Instructions here: https://helpx.adobe.com/photoshop/kb/submit-crash-reports.html That will help us diagnose the crash.


Senior Product Manager - Customer Advocacy - Digital Imaging

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Community Expert ,
Dec 19, 2022 Dec 19, 2022

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Since updating to 24.1, I've had two crash-and-exit episodes with no crash report ability. The error is Exception Message: 3221226356 A heap has been corrupted. Happened just now while changing brushes. What is most frustrating is that on relaunch, under recent files, the last four images I was working on are not listed. Where can I submit .log files directly? Dell XPS 17 9710, Windows 10 Pro 22H2 OS build 19045.2364. Nvidia card is up-to-date. Only happens with Photoshop. No change in Preferences. 1.48 TB Free space and 64GB installed RAM. What else?

 

JEL_0-1671478072710.png

 

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Adobe Employee ,
Dec 19, 2022 Dec 19, 2022

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If you don't see the Crash Reporter dialog appear, you may have selected an option to not show the dialog. Follow these steps to set the preference to Always Show This Dialog:

 

Windows

  1. Open Start
  2. Search for "Command Prompt" and launch it
  3. Enter the following command:
    • REG ADD HKEY_CURRENT_USER\Software\Adobe\CommonFiles\CRLog /v "Never Ask" /t REG_SZ /d 0
  4. Press the Enter key
  5. If asked “Value Never Ask exists, overwrite(Yes/No)?" choose Yes

Senior Product Manager - Customer Advocacy - Digital Imaging

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Community Expert ,
Dec 19, 2022 Dec 19, 2022

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Great, thank you, @Jeffrey Tranberry I've run that prompt now, and I'll let you know if it resets the crash report tool! Meanwhile, when you have a minute, can you give any info on what a corrupted heap is? Windows-only related?

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Community Expert ,
Jan 19, 2023 Jan 19, 2023

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Hi @Jeffrey Tranberry, I just experienced another hard crash with Photoshop 24.1 (Windows 10 Pro). I was only adding a layer mask to an ordinary photo file with two layers. The Crash Reporter dialog did not appear for me again, even though I ran the Value Never Ask prompt you provided above. Here is the crash log attached.

 

Also, in the UXP log, what does this mean and how do we address it? We are going to deprecate hostInfo access soon. Please use HostInfoController instead. Others have reported it here but there aren't any answers yet. https://community.adobe.com/t5/after-effects-discussions/issues-using-aerender-with-ae-22-3-version/.... Thanks for any guidance!

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