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shelm29
shelm29
Participating Frequently
November 27, 2016
Question

Photoshop Elements 15 for Mac keeps crashing

  • November 27, 2016
  • 10 replies
  • 7977 views

I downloaded Photoshop Elements 15 for Mac 6 weeks ago. It seemed to install ok, but it only stays up for about a minute before it crashes.  I did the update when it came out a couple of weeks ago, but it hasn't helped one bit.  Has anyone else had this problem?  Does anyone know who I can contact and get a refund?

    This topic has been closed for replies.

    10 replies

    J
    joelpinteric
    Participant
    July 28, 2017

    I'm having the same problem, although I do not see Crash Reports. I've reviewed this thread and made changes with still no luck.

    PSE 15 started hanging upon launch, displaying the Premiere & Elements Welcome Screen. (As I got them both in the bundle).

    I tried shortcutting it with the dropdown menu, to simply open the Editor on launch, without the Welcome screen. Now, the App simply opens and closes, I can see it on the Dock bounce on and then off again. No crash report.

    Note: I have used PSE 15 a few times, within a week of purchase. I installed the latest Security update for El Capitan last night, so that might be related to the bug, I'm not sure.

    Adobe Software Up to date.

    OS 10.11.6,

    MacBook Pro (15 Inch Early 2008),

    2.4Ghz Intel Core Due,

    6GB 667 MHz Memory

    Any insight appreciated, thanks.

    J
    joelpinteric
    Participant
    July 31, 2017

    Just want to update here that I found a solution. I contacted Adobe Support and arranged a call back, where I was able to get Remote support. Highly recommended, as the Tech was able to control my computer remotely and troubleshoot many areas.

    The solution for me was a simple Reactivation, which was done by resetting the SLStore and SLCache folders.

    They are found in ~/Library/Application Support/Adobe/

    The folders were just renamed with the suffic "-old", so they were not deleted, but essentially reset. Afterward, Photoshop could be launched again, just requiring the Activation Key to be entered.

    Just note that I am not a pro tech, so I can't recommend this to everyone, but I recently installed PSE 15 & PE 15 together.

    Thanks Adobe!

    roverma2603
    roverma2603
    Participant
    December 17, 2016

    still  crashing

    A
    andaleebfatima1
    Participating Frequently
    December 18, 2016

    Hi Rob,

    Kindly share the crash report that generates when you try launching the application.

    You may email it to me directly @ afatima@adobe.com

    Thanks

    Andaleeb

    F
    Forsse
    Participating Frequently
    December 16, 2016

    iMac 2007  7,1  El Capitan users; THIS WORKS!

    Received the below in an email from Adobe, December 15, 2016:

    Hi,

    This is regarding the crash report you submitted wherein Photoshop Elements Editor is not launching. We investigated the crash report and came to the conclusion that it is happening on some of the 2007 MAC machines. The crash is happening because application is not able to load one of the plugins. You can safely remove this plugin, as this does not have any functionality impact and it is for performance optimization purpose. Here are the steps to remove the plugin(Please find attached the video):-

    -          Go to Applications->Adobe Photoshop Elements 15 ->Support Files

    -          Right click on Adobe Photoshop Elements Editor.app->Show Package contents

    -          Go to Contents->Required->Plug-Ins->Extensions

    -          In Extensions folder, there would be MMXCore.plugin

    You can copy this plugin and paste it on desktop. After copying it, remove this plugin from original location.

    Then try launching the application. If the application launches fine, you can move MMXCore.plugin from desktop to trash.

    Looking forward to your reply

    Regards,

    Saurabh

    shelm29
    shelm29Author
    Participating Frequently
    December 17, 2016

    Removing MMXCore did the trick. So far. It's been 15 minutes and it hasn't crashed.  Thank You Adobe Team for your hard work on this.  Will let you know in a couple of days if still working!

    SandyH

    F
    Forsse
    Participating Frequently
    December 16, 2016
    Please download the attached file to view this post
    A
    andaleebfatima1
    Participating Frequently
    December 16, 2016

    Hi Sandy, Tina and Rita,

    Sorry for being late on this one. We've investigated the issue and found that it happens only on certain MAC machines. Here're more details on this issue-

    Please follow the workaround and let us know if that works for you. Really appreciate your patience and help.

    Thanks

    Andaleeb

      Z
      zuri1234
      Participant
      December 16, 2016

      Dear Andaleeb

      Thank you for your support - I did the workaround as you described.

      But the Editor still crashes... Is it possible to get the editor 14?

      I should really have the possibility to work with the Photoshop as soon as possible...

      Thank you!

      Rita

      Z
      zuri1234
      Participant
      December 12, 2016

      Hi

      I have exactly the same problem - the Organizer works, but not the Editor. It used to work for about one week after the installation.

      Since then the Editor crashes... I am Mac-user, OS X Yosemite - it is not possible to update to the Sierra.

      Thank you for an answer!

      8
      86notensai
      Participating Frequently
      December 12, 2016

      andaleebfatima1 - the preference reset has the program working again

        shelm29
        shelm29Author
        Participating Frequently
        December 12, 2016

        El Capitan 10.11.6

        Sent from my iPad

        F
        Forsse
        Participating Frequently
        December 9, 2016

        This may not go in this thread, and might be laughable... but is this the install process everyone else is getting (download, not cd).  Starting from scratch here... again, implementing all the tricks.  Thanks.

        8
        86notensai
        Participating Frequently
        December 9, 2016

        Forsse, I am downloading from the app store.  Not sure how/where to view the directories you pictured.

        F
        Forsse
        Participating Frequently
        December 9, 2016

        Here is my desktop.  I downloaded the .dmg PE 15 downloadable file from Adobe (2nd item from top on desktop).  Double click that and the blue disc picture opens (pictured at bottom of desktop items).  Then, with the disc picture open, I see the red colored "install".

        I did purchase, install, and register mine from a CD disc I purchased.  Then my computer stopped accepting discs (yay, more problems).  So now I download my copy from my online Adobe account.

        (I'm wondering if Deactivating would help.)

        F
        Forsse
        Participating Frequently
        December 5, 2016

        I, too, successfully installed (today 12/5/16) PE 15 on my iMac 7,1 , 10.11.6, 4GB RAM.  Editor crashes after opening.  Sometimes the "New" dialog box opens itself, but then crashes.  Organizer works fine, though.

        Crash report gives the link Updates for Photoshop Elements and Camera Raw​ which doesn't help the slightest.

        Dialog from a chat with Adobe Rep.:

        1. I see, what I have understood from the crash logs is this that this problem should be resolved if your Mac OS is upgraded to Sierra.
        2. Me:  Please elaborate on that. The PE 15 package reads it will work with 10.10 or 10.11
        3. Yes it says it will work on Mac El Capitan. But it seems in your case it is not working due to a permission issue on few Adobe folders. And we have gotten few issues like this in past and was resolved immediately after the OS was updated to Sierra.
        4. How else do we fix the Adobe folder permissions? My computer will not support Sierra.
        5. ' ensure your Adobe's share & permissions states "read & write".'  For ALL users on the list.

        Nothing has worked.  I'm still unable to use PE.  If you have the fix, I'd like to hear it!

        A
        andaleebfatima1
        Participating Frequently
        December 8, 2016

        Hi Tina,

        Please click on 'Report' button and share with us the details of the crash log.

        Thanks

        Andaleeb

        shelm29
        shelm29Author
        Participating Frequently
        December 9, 2016
        Please download the attached file to view this post
        A
        andaleebfatima1
        Participating Frequently
        November 29, 2016

        Hi Sandy,

        Can you please share the crash report which generates post crash?

        Thanks

        Andaleeb

        shelm29
        shelm29Author
        Participating Frequently
        December 9, 2016
        Please download the attached file to view this post
        John Waller
        Community Expert
        John WallerCommunity Expert
        Community Expert
        November 27, 2016

        Which version of OS X are you running?

        shelm29
        shelm29Author
        Participating Frequently
        December 9, 2016

        El Captian 10.11.6

        99jon
        99jon
        Legend
        December 9, 2016

        Rebuilding preferences did not work on my end.  But I've read it has for some people.


        Yes your problem seems to be with the Organizer, not the Editor.

        Are you using the Mac App Store version or the regular retail version?

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