P: Crash on Windows 10 Pro 1909 PSD Files only

[briana30420027]

Adobe support people tried to help with this but weren't any help.

They told my that the dll Cooltype.dll from the Adobe folder was a Microsoft problem.

I don't know why they couldn't actually assist, on loading a PSD file  PhotoShop 2020 crashes. They went through every option for GPU and it didn't help.

Faulting application name: Photoshop.exe, version: 21.0.1.47, time stamp: 0x5dc286d5
Faulting module name: CoolType.dll, version: 5.17.0.44658, time stamp: 0x5d8007fa
Exception code: 0xc0000409
Fault offset: 0x000000000026c784
Faulting process id: 0x29c8
Faulting application start time: 0x01d5ae4b62a52e2a
Faulting application path: C:\Program Files\Adobe\Adobe Photoshop 2020\Photoshop.exe
Faulting module path: C:\Program Files\Adobe\Adobe Photoshop 2020\CoolType.dll

The only indication they gave was that it was a CRT (certificate problem) I was still confused why they couldn't just install the right certificate.

Since this I've had the same Cooltype problem with Illustrator and some other 2020 apps. The programs that aren't affected are affected by a ntdll.dll problem.

Faulting application name: InCopy.exe, version: 15.0.1.209, time stamp: 0x5ddd7573
Faulting module name: ntdll.dll, version: 10.0.18362.418, time stamp: 0x99ca0526
Exception code: 0xc0000374
Fault offset: 0x00000000000f9269
Faulting process id: 0x1ce8
Faulting application start time: 0x01d5ae67deded68d
Faulting application path: C:\Program Files\Adobe\Adobe InCopy 2020\InCopy.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

The only resolution Adobe could offer was to contact Microsoft - I mean if it is a legit Windows 10 problem it could affect all their clients... that would be more disruptive and you'd think a workaround would be urgent.

Yesterday I spent all day on this, and last night 6pm-12am I installed different versions of the applications so that we had a working combination for all our designers today. 

My largest frustration is that we pay a hefty premium annual renewal for these applications "services" and I'm left to try get on with peers for help instead of the creators.

[JJMack]

That seems to be an Adobe DLL and every version of photoshop, Bridge and Acrobat reader seem to have a version of that DLL.  I can not say I have a problem on my Windows 10 system with it. I have several version of Photoshop and Bridge and Photoshop installed.  I tend to use Cs6 and 2020. 2020 is Photoshop 2020 is Photoshop 21 the version your are using. I have no problems that I know of with that DLL. What are you doing in Photoshop that cause that DLL to bomb?

[briana30420027]

100% yes I've seen the file many times too.

As soon as we open a PSD, the file is displayed briefly then the application crashes, the problem is caused through cooltype.dll, I've been told it's responsible to font rendering. 

The applications that aren't affected by cooltype are affected by ntdll.dll crash- which may or may not be the same problem. 

Do you also have windows 10 ver. 1909?

Thanks

[JJMack]

Report the bug to Adobe that DLL is their's. It is not failing on my Windows 10 PC  with the windows 10 version I'm using with the device drivers I have installed with Photoshop 2020.

[Akash Sharma]

Hi there,

Sorry that Photoshop 2020 v21.0.1 is crashing with a faulty module "cooltype.dll" while working on PSD files.

Would you mind updating to the latest version 21.0.2 of Photoshop and let us know if the issue still persists?

Also, we've seen a similar report where Extensis Suitcase Fusion 9 (a font management app) that was probably triggering the apps to crash. Are you using any such apps?

See https://community.adobe.com/t5/photoshop/cooltype-dll-error-crashes-photoshop-2020-on-file-open/m-p/...

Thanks,

Akash

[Akash Sharma]

Hi All, 

This issue should be fixed in Photoshop February 2020 (version 21.1.0) release.

Please update to the latest version from the Creative Cloud desktop app. See https://helpx.adobe.com/photoshop/kb/fixed-issues.html#photoshop-desktop-fixed-issues

Thanks,

Akash

[briana30420027]

Thankyou we are using latest versions of everything now-

today we are having ntdll.dll problems I'll start a new thread now.

[loloj]

Did you ever find a resolution for this? I am also on Windows 10 (up to date), PS 21.2.1 and I'm having the same issue. If I open certain PSD documents... they display and the PS crashes. I too contacted Adobe (because this only started recently) and was ALSO told it's a Windows issue. Of couse, Windows says it's an Adobe issue. The Error in my Event Log says "Faulting application name: Photoshop.exe, version: 21.2.1.265, time stamp: 0x5f1015b8
Faulting module name: ntdll.dll, version: 10.0.18362.815, time stamp: 0xb29ecf52"

This is very frustrating. Any help is appreciated. 

[briana30420027]

Hey,

it is caused by a font, they can't tell you which one but after the length support session removing the font eventually fixes the problem-

It's almost impossible to tell which font though a verification tool of some sort wouldbe awesome

[loloj]

Agreed. I actually wondered about that. However, I did a fresh install of Windows (keeping my local files) and reinstalled PS, etc. and it worked fine... so I'm curious why the font would work after that, but not before. 

Thank you for your reply I appreciate it and this will help in the future!

[MirceaForce]

Hello,

I'm having this issueI thik it's the same

Do you have any ideea what is the font or ?

Runinng PS 22.1.1.138

Faulting application name: Adobe Desktop Service.exe, version: 5.3.1.470, time stamp: 0x5f76a8ac
Faulting module name: ntdll.dll, version: 10.0.19041.1081, time stamp: 0x44198139
Exception code: 0xc0000409
Fault offset: 0x00088840
Faulting process id: 0x4ae4
Faulting application start time: 0x01d76bf8ce1cc515
Faulting application path: C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ADS\Adobe Desktop Service.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 6b66786a-362c-4da5-8967-4908c8de2806
Faulting package full name:
Faulting package-relative application ID:

[JJMack]

There are many known issues in Photoshop 2021 photoshop version 22 is Photoshop 2021 not Photoshop 2020.  Check Adobe known issues to see if your issue is a known issue. https://helpx.adobe.com/photoshop/kb/known-issues.html 

You may also want to search Adobe feedback site to see if your problem has beem reported as a PS 2021 problem. https://feedback.photoshop.com/