Constant Crashes after Photoshop 22.4 Update on Windows 10

Community Beginner ,
May 14, 2021 May 14, 2021

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2 Issues.

First the Photoshop application is showing 25GB ram available instead of 32 GB. Ram trial and error, testing has been done and none of the rams are faulty.

 

Second constant crash with the following report. Drivers are latest from nVidia and has not been updated or touched. Photoshop received an update after which this started. Please advise.

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.7.0" clientVersion="4.7.0" applicationName="Adobe Photoshop" applicationVersion="22.4.0" build="20210512.r.195" source="Windows-Client" crashType="n/a">
<time year="2021" month="5" day="15" hour="0" minute="10" second="55" timeoffset="330" timezone="India Standard Time"/>
<user guid="65b35d15-3eaf-42cc-979d-0c8ac2aa84fe"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="19042" applicationlanguage="en-us" userlanguage="en-IN" oslanguage="en-US" ram="32689" machine="AMD Ryzen 9 3900X 12-Core Processor" model="AMD64 Family 23 Model 113 Stepping 0" cpuCount="24" cpuType="8664" cpuFreq="3800 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce RTX 3080" description="NVIDIA GeForce RTX 3080" driverDate="20210423000000.000000-000" driverVersion="27.21.14.6627" videoModeDescription="3440 x 1440 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_2206&#38;SUBSYS_146710DE&#38;REV_A1&#92;4&#38;19AA7BB9&#38;0&#38;0019" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FF6DCAE8493">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FF6DCAE8493" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="1" address="0x00007FF6DAC2EC76" symbolname="boost::archive::codecvt_null&#60;wchar_t&#62;::do_max_length"/>
<stackStatement index="2" address="0x00007FF6DAAB5514" symbolname="boost::archive::codecvt_null&#60;wchar_t&#62;::do_max_length"/>
<stackStatement index="3" address="0x00007FF6DB2D1A71" symbolname="xmlFreeRMutex"/>
<stackStatement index="4" address="0x00007FF6DCADDF33" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="5" address="0x00007FF6DA74DCE7" symbolname="AIDE::AIDEPoint::operator="/>
<stackStatement index="6" address="0x00007FF6DBAAAB71" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="7" address="0x00007FF6DCAE0266" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="8" address="0x00007FF6DA740DC0" symbolname="AIDE::AIDEPoint::operator="/>
<stackStatement index="9" address="0x00007FF6DA778113" symbolname="AIDE::AIDEPoint::operator="/>
<stackStatement index="10" address="0x00007FF6DA776E98" symbolname="AIDE::AIDEPoint::operator="/>
<stackStatement index="11" address="0x00007FFD9224E858" symbolname="CallWindowProcW"/>
<stackStatement index="12" address="0x00007FFD9224E4EE" symbolname="CallWindowProcW"/>
<stackStatement index="13" address="0x00007FF6DA751032" symbolname="AIDE::AIDEPoint::operator="/>
<stackStatement index="14" address="0x00007FFD9224E858" symbolname="CallWindowProcW"/>
<stackStatement index="15" address="0x00007FFD9224E3DC" symbolname="DispatchMessageW"/>
<stackStatement index="16" address="0x00007FFD92260BC3" symbolname="SendMessageTimeoutW"/>
<stackStatement index="17" address="0x00007FFD93CF0C54" symbolname="KiUserCallbackDispatcher"/>
<stackStatement index="18" address="0x00007FFD91441464" symbolname="NtUserCallHwndLock"/>
<stackStatement index="19" address="0x00007FF6DA74DC69" symbolname="AIDE::AIDEPoint::operator="/>
<stackStatement index="20" address="0x00007FF6DBAAAB71" symbolname="AIDE::PaletteInfo::operator="/>
<stackStatement index="21" EndlessStack="TRUE"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x00007FF6DECA0238"/>
<register name="RBX" value="0x00000180151745C0"/>
<register name="RCX" value="0x00000180151745C0"/>
<register name="RDX" value="0x00007FF6DEFBBF88"/>
<register name="RSI" value="0x0000000000000001"/>
<register name="RDI" value="0x000001852A8CD2B0"/>
<register name="RSP" value="0x00000038EA4FD470"/>
<register name="RBP" value="0x00000038EA4FD5F0"/>
<register name="RIP" value="0x00007FF6DCAE8493"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<dumpType>
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<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

</crashreport>

 

{Thread title edited by moderator}

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Crash or freeze, Problem or error

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Adobe Employee ,
May 14, 2021 May 14, 2021

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Hi,

 

We're sorry about the trouble due to Photoshop 22.4 crashing. Please ensure you have all available Windows updates installed on the computer.

 

Photoshop does not show all available RAM under Preferences as some overhead is reserved for the operating system along with other apps & services. That's the reason why Photoshop shows 25GB as available RAM instead of 32GB in your case.

 

For the crashing issue, you can try disabling the option to Use Graphics Processor from Photoshop by going to Preferences, then Performance. Once done, quit & relaunch Photoshop to check if that helps.

If it helps, you can try the steps suggested here: https://helpx.adobe.com/photoshop/kb/troubleshoot-gpu-graphics-card.html

 

If the issue persists, you can try to reset the preferences of Photoshop using the steps mentioned here: https://adobe.ly/2Qzc0K3

Please backup your settings prior to resetting the preferences. You can check: https://adobe.ly/2vNz6FG

 

Let us know how it goes!

Regards,

Nikunj

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Community Beginner ,
May 14, 2021 May 14, 2021

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Hi,

 

I have verified the problem is with Photoshop 22.4 version.

 

I have changed nothing, all i did was installed Photoshop v22.3.1 from the creative cloud and everything is back to normal. Photoshop reads 32Gb ram (72% alloted) and no crashes.

 

Please check this from your end, crash log is given in the original post.

 

If you want I can post screenshots of Photoshop Recognizing the correct ram vs the newer one not recognizing the correct ram. I can't post screenshots about the crashes comparison (22.3.1 no crashes vs every minute crash on 22.4). I have send multiple send reports on crashes to the team. Again please check it from your end.

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Community Beginner ,
May 19, 2021 May 19, 2021

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Hi,

 

Just want to update, the crashes have been fixed in 22.4.1. However it is still under reporting the ram. I check scratch disk it has no effect the performance tab just under reports it, however photoshop is still using the alloted ram as per previous version. 

 

Again in 

v22.3.1 - Ram Reports correctly / usage is as alloated

v22.4 - Window dragging crashes, random crashes. Ram reports incoreect / uages is correct

v.22.4.1 - Crashes fixed. Ram reporting wrong values issue still there.

 

Again explaining the ram in performance tab just shows 25gb of 32gb and 72% allocation. However system resources show as photoshop is allocating 72% of 32gb.

 

Please have this checked by your team. And thank you for the crash fixes.

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Adobe Employee ,
May 19, 2021 May 19, 2021

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Hi,

 

W're glad that the 22.4.1 update helped with the crashing issue. Our product team has logged a bug for the RAM issue & they are investigating it.

 

Regards,

Nikunj

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