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brkorb
brkorb
Inspiring
October 12, 2016
Question

How to report a problem?

  • October 12, 2016
  • 5 replies
  • 12654 views

Every thread that I have followed leads to these fora.  Having posted the problem and gotten no response, I followed as many leads as I could and wound up back in these fora again.  I have a repeatable problem that will crash Photoshop CC 2015.5 every time.  Always.  It spends 5 minutes going through the crash sequence and sends some stuff off to Apple.  Maybe next time I'll capture the traffic to figure out what it is sending.  Meanwhile, I have a repeatable bug.  I do not have a ready way around the problem.  Does Adobe have any interest at all in fixing it?  If not, why am I paying for the CC subscription?  Maybe the non-subscription is better -- I won't have delusions of support.  (Yes, after almost a week without response, I am getting cranky.)

5 replies

brkorb
brkorbAuthor
Inspiring
October 13, 2016

OS/X 16.0.0 (Sierra), 8GB RAM, 3TB disk (free), 32GB swap.  I understood perfectly that it would likely thrash and seem interminable.  What's wrong are the stray lines and the crash.

Kevin Stohlmeyer
Community Expert
Kevin StohlmeyerCommunity Expert
Community Expert
October 13, 2016

8 GB RAM is in my opinion not nearly enough to effectively run Photoshop with a file that large. Even with 16 GB RAM it would struggle to give any semblance of realtime results. I would ignore sending crash log information to Apple - they won't do anything about it anyway and as you noted, it's holding up the recovery process.

    Kevin Stohlmeyer
    Community Expert
    Kevin StohlmeyerCommunity Expert
    Community Expert
    October 13, 2016

    To be clear - this isn't a bug. This is a case of expecting Photoshop to work beyond your current system allowances.

    brkorb
    brkorbAuthor
    Inspiring
    October 13, 2016

    Thank you all for the links.  It just was not obvious (to me) how to locate the links.  And, no, it was not reported from this login.  I got a 1 year CC "membership" that also required changing login id's.  I have an image (5GB of .psb data) that will fall over the moment you click "filter->adaptive wide angle" or "edit->puppet warp".  The solution was to slice up the image, un-warp the part that was warped and then reassemble.  "Slow" is an inadequate description.  "Glacial", maybe.  But doing it as one big image caused an immediate crash.  Oh, and with the partial image, when I "puppet warp"-ed it, a bunch of stray lines got scribbled into the image.  Fortunately, all the lines were in the sky, so the healing brush was an easy fix.

    Um, obviously, the "basic trouble shooting steps" were not real helpful with something that just falls over straight away.  I blow away all persistent settings (except shortcuts) at the start of every session.  Too much magic for my tastes.

    WRT "pertinent information", it would be just that the warp fails on these images and I'm reluctant to post multi-gigabyte files.  I will happily put them on an anonymous FTP server.  Again, thank you for the links.

    Kevin Stohlmeyer
    Community Expert
    Kevin StohlmeyerCommunity Expert
    Community Expert
    October 13, 2016

    A 5gb file is enormous and will definitely tax your system when using complex processes like adaptive wide angle or puppet warp.

    What are your specs? OS, RAM, HD space?

    Unless you have a very souped up system, it's gonna fail or run at a snails pace at best.

    c.pfaffenbichler
    Community Expert
    c.pfaffenbichlerCommunity Expert
    Community Expert
    October 13, 2016

    Meanwhile, I have a repeatable bug.

    You say you do but what have you done for trouble-shooting so far?

    https://helpx.adobe.com/photoshop/kb/basic-trouble-shooting-steps.html

    In any case this is a user Forum, so you are not really addressing Adobe here, even though some Adobe employees thankfully have been dropping by.

    Please read this (in particular the section titled "Supply pertinent information for quicker answers"):

    http://forums.adobe.com/docs/DOC-2325

    The proper place for Photoshop Bug Reports is

    Photoshop Family Customer Community

    by the way.

    Rajashree Bhattacharya
    Community Manager
    Rajashree BhattacharyaCommunity Manager
    Community Manager
    October 13, 2016

    Moving to Photoshop CC.

    Regards

    Rajashree

      Ned Murphy
      Ned Murphy
      Legend
      October 12, 2016

      I don't see any other postings in your history that looks like an unsolved issue.  Can you provide more detail regarding the problem and some information about your system?  When did it start?  What happens - what triggers it?  What errors are reported?  Have your tried getting customer support to help?  Is the problem only happening with Photoshop?

      Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

      Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

      Creative Cloud support (all Creative Cloud customer service issues)

      http://helpx.adobe.com/x-productkb/global/service-ccm.html ( http://adobe.ly/19llvMN )

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