RAW, Photoshop and Premiere Pro keep crashing with plenty of system resources

Hi AJ, I'm the Adobe Virtual Assistant. How can I help you?

support for crashing software

human

You need help with an app crashing on launch. Is that right?

Yes, chat with an agent

Ok. I want to help you get to the right person the first time. Can you confirm what issue you need help with?

Adobe crashes

You need help with an app crashing on launch. Is that right?

No

I'm still learning. Could you describe the issue differently or tell me your goal?

app crashes after start up

To confirm, you need help with an app crashing on launch. Is that right?

No

Account / Manage my plan

Change my plan

Ok. Connecting you to an agent who can help.

Hello AJ Pagano, I'd be happy to help you today, let me first pull up your account information and access your details.                                    [Auto generated]

I have 1 year of experience working with customers across industries. I have seen the issue you described earlier with a few other customers. I’ll help you quickly with the plan.

As I can check you have an active plan of Creative Cloud All Apps 100GB, May I know the error that you are seeing?

Can you pull up my crash reports I keep filling out everytime Photoshop and Premiere crash?

Alright, as you are facing issue with the plan we can help you cancel this plan and initiate the pro rated refund for you and then purchase the new plan for you, Also I notice you have an individual plan but your account is linked with an work domain if you are open to it we can help you with the business plan, May I know how many users do you have?

1 user - me

My software keeps crashing. You should be able to see it with the crash reports... yes or no?

No worries we can help you with the 1 license plan for 1 user of Creative Cloud All Apps with USD 79.99/mo excl tax for 1 license for 1 user. Also we cannot see any report of the software.

Shall I proceed with the plan change?

I am paying for software that does not work. Why do you want to charge me more? I need someone who understands software and paying for it. Is there someone there I can talk to ?>

Alright, May I know if you are facing issue with the application?

Yes I am. Do you not understand what I just wrote you ?

Alright, It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.

Hi, you've been transferred to me, let me first pull up your account information and access your details.

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I specialize in Photography products and I have over 3 years of working experience with customers across industries. I have seen the issue you described earlier with a few other customers. I’ll help you quickly in resolving your query. As I understand you need help related to the Photoshop crash issue. I will be happy to help you with the same. May I please know if it is specific with Adobe Photoshop or with all Adobe applications? Also, may I please know the below-mentioned details to help you better?

1. Operating system (Mac/Windows)
2. Version of operating system

Device Name

Ezel Processor

Intel(R) Core(TM) i9-14900K 3.20 GHz Installed RAM

128 GB (128 GB usable) Storage

1.82 TB SSD Samsung SSD 990 PRO 2TB, 932 GB WDC WD1002FAEX-00Z3A0, 3.64 TB SSD Samsung SSD 870 EVO 4TB, 932 GB HDD WDC WD1003FBYX-01Y7B1 Graphics Card

NVIDIA GeForce RTX 4070 (12 GB) Device ID

2D70E977-5FB7-428F-91BC-9A385C4AC462 Product ID

00330-80000-00000-AA404 System Type

64-bit operating system, x64-based processor Pen and touch

No pen or touch input is available for this display

Edition

Windows 10 Pro Version

2009 Installed on

‎7/‎30/‎2024 OS Build

19045.5917

Thanks for the information, may I know if crash issue is specific with Adobe Photoshop or with all Adobe applications?

Photoshop and Premiere Pro

There are plenty of cases I have with my account for Premiere Pro and Photoshop keeps crashing too

I do understand how you are feeling right now and I will surely help you in resolving this issue. Could we do a screen share so I can take a look and figure out the root cause to resolve it effectively?

yes

But first... Do you have access to the other cases I have had before?

Yes, I can access previous cases as well. Please close your personal files and folders. Let me know when you're ready to start the remote session.

Before I do this, my most important resource is my time, because I do NOT get that back. So I need you to be familar with the other cases first

I do not need you to mess with the preferences or scratch disks or file handling within the settings, because I already know this and I know my computer. I want you to have absolute understanding of the prior issues, or you will personally be eating up my time and making things worse

For instance, Camera RAW just crashed just now

You probably cannot read or translate a crash report.. correct?

AJ, I can see you are facing crash issue from past few months and it is while exporting and while editing as well. We have to check permissions and storage utilization and if it would be fine then we will try to re-install Adobe applications from fresh to get a new installation so you do not have to face crash issue in future. We will take backup of your preferences as well to restore it. We could not access the crash report from our end. Is it okay if we stary session to check accordingly without messing up your work so we can fix it?

No. You are not reinatlling applications. I want a supervisor and someone that knows what they are doing.

You are reading prompts and you cannot troubleshoot real world issues withthe versions and issues I have. I need a supervisor based in the US

I do understand your query, please allow me a moment and let me check the availability of supervisor.

You took waaaay too long to even type that in. Let billing know that I want a full refund please.

I apologize for the inconvenience caused if you want refund I can connect you with the dedicated team so they can provide you refund. Please stay connected.

Hi, you've been transferred to me, let me first pull up your account information and access your details.

As I have gone through the previous chat so you are facing a technical issue is that correct?

I want a refund from the start of my issues (you should be able to pull up case numbers) and I want a supervisor to fix your software. That is the goal of this, so let me know what you are capable of, before I waste my time on top of the money I have spent.

There is no response by you. So should I take this as you are not capable?

I understand that, I need to check on this, I am not from the technical department who can help you with the troubleshooting part, so let me check what can be done in this scenario.

I definitely need to be refunded in the meantime.

I do not want to sit here and wait while you are not doing anything or working on another person complaining

This is taking way too long as is, Sahil

I understand that, we cannot initiate the refund for an active plan, are you facing any technical help regarding your application?

DId you not just get transferred from a technical support person that cannot do their job and fix the software?

You are wasting my time, Sahil

I can arrange a callback from the technical team, if you want I can transfer you to the technical team, please let me know, how would you like to proceed?

I want to make a report and have this chat documented so that when I do speak to a supervisor, they know the frustrations and lack of communication and resolving the issues with unqualified and uncapable support please

Yes I want a call back from US based support and the billing department - both!

Also, I would like them to see how long it takes you to respond to my messages. So will this transcript be timestamped?

I totally understand your frustration, we are globally based and we do not have any specific US based supervisor team, if you want I can transfer you to the technical team so that they can fix your issue. Shall I transfer to them?