ElementsSmartTag has stopped working in PSE 15

Report · Nov 07, 2016

I am getting this error message when I run Photoshop Element version 15. The Problem signature is:

Problem Event Name: APPCRASH

Application Name: ElementsSmartTag.exe

Application Version: 1.0.0.0

Application Timestamp: 57cd4371

Fault Module Name: MSVCR120.dll

Fault Module Version: 12.0.21005.1

Fault Module Timestamp: 524f83ff

Exception Code: 40000015

Exception Offset: 0000000000074a46

OS Version: 6.1.7601.2.1.0.256.48

Locale ID: 1033

Additional Information 1: 6715

Additional Information 2: 6715d9a77cf4ddb93887ed2e7fe88c8d

Additional Information 3: 5f71

Additional Information 4: 5f710b5e0f4f8be0e7e375d00bb6f79d

I am running Windows 7 with the latest important updates as of today installed. I have a Intel I7-4790 CPU @ 3.6 GHZ and 16GB of memory. My latest Microsoft Visual C++ 2015 Redistributable is 14.0.23918.

Any idea why this error is occurring?

Report · Nov 09, 2016

Hi Terry,

Really sorry that you're facing this issue. In order to investigate this, we would need some logs from your machine.

I have shared two files with you on Dropbox (Dropbox - DebugLogs_SmartTags.zip and Dropbox - werwindows7.zip )

Can you please download this and follow the below steps, to get us detailed logs for debugging-

0. Close Elements 15 Organizer.

1. Unzip the two files and run the .reg file with Admin permissions one by one.

2. Launch Elements 15 Organizer and wait for ElementsSmartTag.exe to crash.

3. Now, please share the following two files with us, via Dropbox (Have shared a folder Dropbox - Terry Brown )-

> Log file present at ---- C:\Users\<username>\AppData\Roaming\Adobe\Elements Smart Tag Agent\15.0\Logs\

> Dump file present at ----- C:\DumpStore\

Looking forward to resolving this with your help.

Thanks

Andaleeb

Report · Nov 10, 2016

Thanks for responding. I have uploaded the two requested files.

Terry Brown

Report · Nov 10, 2016

Thanks Terry.

Is your current logged user not an administrator?

When you installed PSE15, were you logged in as administrator or other user?

Thanks

Andaleeb

Report · Nov 11, 2016

My user account says I am administrator and that is the only account I have.

Terry

Report · Nov 23, 2016

Hi Terry,

Sorry for a late follow up. Since the faulting module is stated in event viewer log is MSVCR120.DLL which is a native OS dll, we can try repairing that dll using steps mentioned here- https://support.microsoft.com/en-us/kb/929833

Please try the steps mentioned on the microsoft kb article and let us know.

Thanks

Andaleeb

Report · Nov 23, 2016

I ran the SCF program and it came back with the message:

Windows Resource Protection did not find any integrity violations.

What is the next step?

Terry