Photoshop randomly shuts down PC. Same happens on Macbook. No solution in sight..

New Here ,
May 24, 2022 May 24, 2022

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Hi,

 

each time I try to use Photoshop, it randomly shuts down my entire PC. No warning, no error message, suddenly the PC is turned off. It happens especially with functions like "preserve detail" or "autofill background (AI)" but also with super simply things like loading a low MB Jpeg right after starting the program. It can happen suddenly after 1 minute of using but also after 1 second.

 

THE SAME THING happens on my girlfriend's Macbook (from 2017).

 

I can't use Photoshop for over a year now and there does not seem to be a solution. I wonder if I can get a refund from Adobe for this mess? 

The last functioning version of Photoshop I used was from 2018 on Windows 7.

 

My hardware:

RTX 3080 Ti

i7 4790K 4x4GHz

24GB RAM

1TB SSD

Windows 10

 

Drivers are as new as they can be and I also tried all the "solutions" mentioned on previous posts of this issue but nothing changes.

 

Thank you very much

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Adobe Employee ,
May 24, 2022 May 24, 2022

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Hi @jonathann67386836It 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. 

 

Also, I'm not seeing any submitted crash reports from you in our system. If you haven't done so already, 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. 

 

Thank you,

-- Cory

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Adobe Community Professional ,
May 24, 2022 May 24, 2022

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Hi.
This is a post with a similar issue, maybe it is helpful to you: https://community.adobe.com/t5/photoshop-ecosystem-discussions/photoshop-randomly-shuts-of-my-pc/td-...
I don't know if you can get a refund but you can contact the Adobe customer care and ask them: https://helpx.adobe.com/contact.html

If you want to cancel your subscription: https://helpx.adobe.com/manage-account/using/cancel-subscription.html

 

Marlon Ceballos.

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Adobe Community Professional ,
May 24, 2022 May 24, 2022

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LATEST

 

@marliton 

If you want to cancel your subscription...

 

If the subscription plan is annual it should be noted that there is a fee for early termination. Software cannot shut down a modern system.

 

@jonathann67386836 

You didn't mention the OS versions for either computer or your versions of PS, but that will be in the System Info that Cory asked for.

 

If you have an older system with an older OS, please note that you can install earlier versions of Photoshop. The Creative Cloud has the current version and one previous. In addition, ProDesign Tools has direct downloads to some older versions that will run with your paid subscription. https://prodesigntools.com/ But wait until we can troubleshoot your system before trying an older version.

 

Jane

 

 

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