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Tooltips/Rich tooltips [video scrambled]

New Here ,
Jul 12, 2021 Jul 12, 2021

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Just upgraded to the most recent version of Photoshop.  The update intro and Rich Tooltip video displays are all "scrambled". I'm using the latest Windows 10 Update on a 6 month old i7 laptop.  Still have the problem after resetting "preferences".  Can you help?

 

janee_0-1626785430478.jpeg

 

 

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macOS, Windows

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Adobe Community Professional ,
Jul 12, 2021 Jul 12, 2021

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Hi

I've branched your post to a new thread, as it's not the same issue in the other thread. It looks to me like the problem is the video card. I renamed the subject so the experts in video cards and drivers will catch it. In the interim, you can turn off Rich Tooltips in Preferences > Tools.

~ Jane

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New Here ,
Jul 13, 2021 Jul 13, 2021

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Thank you for your help.  I located the instructions and turned off Tooltips for now.  My computer is a Dell Inspiron 7506 2in1 laptop, which I purchased in December 2020 for use with Photoshop.  It is fully updated with Windows 10 but to hold off on adding anther variable, I held back from installing Windows 11 for now.  Cloud worked great initially when I first loaded it, but began to develop problems when I downloaded one of the updates early this year.  At one point it would not run with one of those updates so I uninstalled and rolled back to an earlier version.  When I decided to do a full update to the most recent version the other day, most if the previous issues were gone, but the video issue appeared.  I haven't fully teseted it yet to see if everthing else works, though.

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New Here ,
Jul 20, 2021 Jul 20, 2021

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I just got an e-mail asking if the problem is solved.  It has not, and there has been no further comment.

 

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Adobe Community Professional ,
Jul 20, 2021 Jul 20, 2021

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"I just got an e-mail asking if the problem is solved"

Do not reply to that email, it's more than likely scammers and not from Adobe, you can report it via this email address phishing@adobe.com

 

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Adobe Community Professional ,
Jul 20, 2021 Jul 20, 2021

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I'm wondering about that email, too, but thought it might be an automatic email that goes out to folks who have email notifications turned on. (I don't.) @Larry Nuesch , can you see the real email address?

 

@Ged_Traynor , do you know what might be causing the scrambled video on the tooltips?

I was about to tag you, @davescm , and @D Fosse as ACPs who might be able to shed some light on this.

 

~ Jane

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New Here ,
Jul 20, 2021 Jul 20, 2021

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for some reason, my reply would'nt post 

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New Here ,
Jul 20, 2021 Jul 20, 2021

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Yes, I'm signed up for automatic e-mails. 

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New Here ,
Jul 20, 2021 Jul 20, 2021

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The e-mail address is identical to the notifications that I got from both you and @Ged_Traynor

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New Here ,
Jul 20, 2021 Jul 20, 2021

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The e-mail notice I recieved was identical to this one.

 

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Adobe Community Professional ,
Jul 20, 2021 Jul 20, 2021

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@jane-e 

Not sure what's causing that, just to test I enabled the Rich Tooltips and they're working fine for me, I also disabled the GPU and they work fine with that disabled so it's not GPU related.

Could be a streaming issue on the OP's end, but that's just a guess!

 

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New Here ,
Jul 20, 2021 Jul 20, 2021

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Tried the GPU thing too in an earlier attempt (along with other stuff). As for streaming, I'm using a gigabit connection with no other useres and usually don't have issues with streaming.  I've uninstalled and reinstalled CC and shut down all other programs (not running in the background) too.

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Adobe Community Professional ,
Jul 20, 2021 Jul 20, 2021

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LATEST

The only other thing that I can think of to try is the Adobe Cleaner tool

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

Edit: you could also report the issue on the Adobe Feedback Forum which is monitored by Adobe engineers and post a link to this thread to see if they can throw any light on the issue.

 

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