Photoshop 2020 crashes and can't even start the program on Windows 7 due to dll error

Dec 15, 2020

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Hello, my problem started when when I opened the program it told me that a dll file was missing.I installed the dll files that it asked me to start, I reinstalled the program, updated windows 7 and even updated amd, but the problem remains. I start the program and it does not open, I only get the crash report.

I leave here below the crash report that I get with the specifications of my pc.

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="3.0.2" clientVersion="3.0.2" applicationName="Adobe Photoshop" applicationVersion="21.2.4" build="20200922.r.323" source="Windows-Client" crashType="n/a">
<time year="2020" month="12" day="16" hour="0" minute="3" second="34" timeoffset="-180" timezone="Hora estándar de Argentina"/>
<user guid="b61aa24d-601b-4483-8d60-5415929eaeeb"/>
<system platform="Windows 7 Ultimate" osversion="6.1" osbuild="7601" applicationlanguage="es-es" userlanguage="es-AR" oslanguage="es-AR" ram="11737" machine="AMD A6-7480 Radeon R5, 8 Compute Cores 2C+6G" model="AMD64 Family 21 Model 96 Stepping 1" cpuCount="2" cpuType="8664" cpuFreq="3493 MHz"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="512 MB" caption="AMD Radeon R5 Graphics" description="AMD Radeon R5 Graphics" driverDate="20201204000000.000000-000" driverVersion="27.20.14501.28009" videoModeDescription="1920 x 1080 x 4294967296 colores" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_9874&#38;SUBSYS_77211462&#38;REV_E6&#92;3&#38;11583659&#38;0&#38;08" installedDisplayDrivers="amdxc32,amdxc64.dll,aticfx32,aticfx64.dll,atidxx32,atidxx64.dll,atitmm64.dll,atiumd64.dll,atiumd6a.c"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000147C6AAA0">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x0000000147C6AAA0" symbolname="ART::AssetType::operator!="/>
<stackStatement index="1" address="0x0000000146ABA4CB" symbolname="xmlFreeRMutex"/>
<stackStatement index="2" address="0x00000001471D7CE2" symbolname="ART::AssetType::operator!="/>
<stackStatement index="3" address="0x0000000146DFDD2F" symbolname="xmlFreeRMutex"/>
<stackStatement index="4" address="0x0000000146E00CEE" symbolname="xmlFreeRMutex"/>
<stackStatement index="5" address="0x0000000146A5258A" symbolname="xmlFreeRMutex"/>
<stackStatement index="6" address="0x000000014A01D5E0" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::is_destroyed"/>
<stackStatement index="7" address="0x000007FEEC0F1030" symbolname="unknown"/>
<stackStatement index="8" address="0x000007FEEC0F4388" symbolname="is_exception_typeof"/>
<stackStatement index="9" address="0x0000000076EFB9F3" symbolname="RtlRestoreContext"/>
<stackStatement index="10" address="0x0000000146A53624" symbolname="xmlFreeRMutex"/>
<stackStatement index="11" address="0x0000000146A6D182" symbolname="xmlFreeRMutex"/>
<stackStatement index="12" address="0x00000001467D52D8" symbolname="xmlSprintfElementContent"/>
<stackStatement index="13" address="0x0000000146A2F576" symbolname="xmlFreeRMutex"/>
<stackStatement index="14" address="0x0000000076D8556D" symbolname="BaseThreadInitThunk"/>
<stackStatement index="15" address="0x0000000076EE372D" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x000000014A989820"/>
<register name="RBX" value="0x000000014C4774A0"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x0000000000000000"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x0000000000177BD0"/>
<register name="RBP" value="0x0000000000177CB9"/>
<register name="RIP" value="0x0000000147C6AAA0"/>
<register name="EFL" value="0x0000000000010202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

<binaryImageSet>
<binaryImage start="0x000000013FCF0000" end="0x000000014DBDD000" path="adobe\Photoshop.exe"/>
<binaryImage start="0x0000000076E90000" end="0x000000007702F000" path="ntdll.dll"/>
<binaryImage start="0x000007FEF2AA0000" end="0x000007FEF2AB2000" path="aswhook.dll"/>
<binaryImage start="0x0000000076D70000" end="0x0000000076E8F000" path="kernel32.dll"/>
<binaryImage start="0x000007FEFCCB0000" end="0x000007FEFCD17000" path="KERNELBASE.dll"/>
<binaryImage start="0x000007FEE4D60000" end="0x000007FEE4DF1000" path="msvcp140.dll"/>
<binaryImage start="0x000007FEEC0F0000" end="0x000007FEEC109000" path="VCRUNTIME140.dll"/>
<binaryImage start="0x000007FEF1380000" end="0x000007FEF1384000" path="api-ms-win-crt-runtime-l1-1-0.dll"/>
<binaryImage start="0x000007FEF1280000" end="0x000007FEF1374000" path="ucrtbase.dll"/>
<binaryImage start="0x000007FEF1270000" end="0x000007FEF1273000" path="api-ms-win-core-timezone-l1-1-0.dll"/>
<binaryImage start="0x000007FEF1250000" end="0x000007FEF1253000" path="api-ms-win-core-file-l2-1-0.dll"/>
<binaryImage start="0x000007FEF1240000" end="0x000007FEF1243000" path="api-ms-win-core-localization-l1-2-0.dll"/>
<binaryImage start="0x000007FEF3BB0000" end="0x000007FEF3BB3000" path="adobe\api-ms-win-core-synch-l1-2-0.dll"/>
<binaryImage start="0x000007FEF1230000" end="0x000007FEF1233000" path="api-ms-win-core-processthreads-l1-1-1.dll"/>
<binaryImage start="0x000007FEF1220000" end="0x000007FEF1223000" path="api-ms-win-core-file-l1-2-0.dll"/>
<binaryImage start="0x000007FEF1200000" end="0x000007FEF1203000" path="api-ms-win-crt-heap-l1-1-0.dll"/>
<binaryImage start="0x000007FEF1210000" end="0x000007FEF1214000" path="api-ms-win-crt-string-l1-1-0.dll"/>
<binaryImage start="0x000007FEF11F0000" end="0x000007FEF11F4000" path="api-ms-win-crt-stdio-l1-1-0.dll"/>
<binaryImage start="0x000007FEF11E0000" end="0x000007FEF11E4000" path="api-ms-win-crt-convert-l1-1-0.dll"/>
<binaryImage start="0x000007FEF9EE0000" end="0x000007FEF9EEC000" path="VCRUNTIME140_1.dll"/>
<binaryImage start="0x000007FEF11D0000" end="0x000007FEF11D3000" path="api-ms-win-crt-locale-l1-1-0.dll"/>
<binaryImage start="0x000007FEF1190000" end="0x000007FEF1193000" path="api-ms-win-crt-filesystem-l1-1-0.dll"/>
<binaryImage start="0x000007FEF11A0000" end="0x000007FEF11A3000" path="api-ms-win-crt-time-l1-1-0.dll"/>
<binaryImage start="0x000007FEF1180000" end="0x000007FEF1183000" path="api-ms-win-crt-environment-l1-1-0.dll"/>
<binaryImage start="0x000007FEF11C0000" end="0x000007FEF11C5000" path="api-ms-win-crt-math-l1-1-0.dll"/>
<binaryImage start="0x000007FEF1170000" end="0x000007FEF1173000" path="api-ms-win-crt-utility-l1-1-0.dll"/>
<binaryImage start="0x0000000071630000" end="0x000000007180B000" path="adobe\icucnv64.dll"/>
<binaryImage start="0x000000006C6B0000" end="0x000000006E0F4000" path="adobe\icudt64.dll"/>
<binaryImage start="0x000000006C450000" end="0x000000006C6A8000" path="adobe\icuuc64.dll"/>
<binaryImage start="0x000007FEF2CB0000" end="0x000007FEF2D18000" path="adobe\CRClient.dll"/>
<binaryImage start="0x000007FEFB530000" end="0x000007FEFB655000" path="dbghelp.dll"/>
<binaryImage start="0x000007FEFDE80000" end="0x000007FEFDF1F000" path="msvcrt.dll"/>
<binaryImage start="0x0000000076C70000" end="0x0000000076D6A000" path="user32.dll"/>
<binaryImage start="0x000007FEFD7D0000" end="0x000007FEFD837000" path="gdi32.dll"/>
<binaryImage start="0x000007FEFD8F0000" end="0x000007FEFD8FE000" path="lpk.dll"/>
<binaryImage start="0x000007FEFDC90000" end="0x000007FEFDD5B000" path="usp10.dll"/>
<binaryImage start="0x000007FEFCDA0000" end="0x000007FEFCE7B000" path="advapi32.dll"/>
<binaryImage start="0x000007FEFE3D0000" end="0x000007FEFE3EF000" path="sechost.dll"/>
<binaryImage start="0x000007FEFDB60000" end="0x000007FEFDC8C000" path="rpcrt4.dll"/>
<binaryImage start="0x000007FEFE3F0000" end="0x000007FEFF17B000" path="shell32.dll"/>
<binaryImage start="0x000007FEFD840000" end="0x000007FEFD8B1000" path="shlwapi.dll"/>
<binaryImage start="0x000007FEFD5D0000" end="0x000007FEFD7CF000" path="ole32.dll"/>
<binaryImage start="0x000007FEF4190000" end="0x000007FEF41ED000" path="dxgi.dll"/>
<binaryImage start="0x000007FEFBAC0000" end="0x000007FEFBACC000" path="version.dll"/>
<binaryImage start="0x000007FEFAE60000" end="0x000007FEFAE78000" path="dwmapi.dll"/>
<binaryImage start="0x000007FEFABE0000" end="0x000007FEFADF9000" path="GdiPlus.dll"/>
<binaryImage start="0x000007FEE2670000" end="0x000007FEE270C000" path="mscms.dll"/>
<binaryImage start="0x000007FEFCD60000" end="0x000007FEFCD7F000" path="userenv.dll"/>
<binaryImage start="0x000007FEFC9E0000" end="0x000007FEFC9EF000" path="profapi.dll"/>
<binaryImage start="0x000007FEE46A0000" end="0x000007FEE47BD000" path="opengl32.dll"/>
<binaryImage start="0x000007FEFA410000" end="0x000007FEFA43D000" path="glu32.dll"/>
<binaryImage start="0x000007FEE45A0000" end="0x000007FEE4691000" path="ddraw.dll"/>
<binaryImage start="0x000007FEF9ED0000" end="0x000007FEF9ED8000" path="dciman32.dll"/>
<binaryImage start="0x000007FEFE1F0000" end="0x000007FEFE3C7000" path="setupapi.dll"/>
<binaryImage start="0x000007FEFCA00000" end="0x000007FEFCA36000" path="cfgmgr32.dll"/>
<binaryImage start="0x000007FEFDA10000" end="0x000007FEFDAEB000" path="oleaut32.dll"/>
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<binaryImage start="0x000007FEC4240000" end="0x000007FEC4CE0000" path="adobe\opencv_world320.dll"/>
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<binaryImage start="0x000007FEC5F60000" end="0x000007FEC6231000" path="adobe\AdbePM.dll"/>
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<binaryImage start="0x000007FEEFEA0000" end="0x000007FEEFEC7000" path="ntdsapi.dll"/>
<binaryImage start="0x000007FEF26B0000" end="0x000007FEF26D0000" path="adobe\FastCore.8bx"/>
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<binaryImage start="0x000007FEC2460000" end="0x000007FEC2502000" path="adobe\MultiProcessor Support.8bx"/>
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<binaryImage start="0x000007FEA34D0000" end="0x000007FEA48BB000" path="adobe\HalideBottlenecks.8bx"/>
<binaryImage start="0x000007FEFBB90000" end="0x000007FEFBB97000" path="WSHTCPIP.DLL"/>
<binaryImage start="0x000007FEFC390000" end="0x000007FEFC397000" path="wship6.dll"/>
<binaryImage start="0x000007FEFBF40000" end="0x000007FEFBF9B000" path="dnsapi.dll"/>
<binaryImage start="0x000007FEF5470000" end="0x000007FEF5478000" path="rasadhlp.dll"/>
<binaryImage start="0x000007FEF9910000" end="0x000007FEF9963000" path="FWPUCLNT.DLL"/>
<binaryImage start="0x000007FEA2DE0000" end="0x000007FEA34C2000" path="adobe\Dicom.8bi"/>
<binaryImage start="0x000007FEF8EF0000" end="0x000007FEF8EF9000" path="wsock32.dll"/>
<binaryImage start="0x000007FEFA340000" end="0x000007FEFA356000" path="netapi32.dll"/>
<binaryImage start="0x000007FEFA3E0000" end="0x000007FEFA3EC000" path="netutils.dll"/>
<binaryImage start="0x000007FEFC3E0000" end="0x000007FEFC403000" path="srvcli.dll"/>
<binaryImage start="0x000007FEFA240000" end="0x000007FEFA255000" path="wkscli.dll"/>
<binaryImage start="0x000007FEFBEE0000" end="0x000007FEFBF38000" path="schannel.dll"/>
<binaryImage start="0x000007FEFBC80000" end="0x000007FEFBC9B000" path="gpapi.dll"/>
</binaryImageSet>
<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

</crashreport>

 

I don't know how to solve it anymore, I would be very grateful if someone can help me.

 

 

{Thread title edited by moderator}

Hi,

 

We're sorry about the trouble with Photoshop. Please check the version of Camera Raw installed on the computer by going to the Creative Cloud desktop app. If you have version 13.1 installed on the machine, please roll back to the previous version using the installer available here: https://helpx.adobe.com/camera-raw/kb/camera-raw-plug-in-installer.html

 

Let us know if it helps!

Regards,

Nikunj

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Crash or freeze, Problem or error, Windows

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Photoshop 2020 crashes and can't even start the program on Windows 7 due to dll error

Dec 15, 2020

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Hello, my problem started when when I opened the program it told me that a dll file was missing.I installed the dll files that it asked me to start, I reinstalled the program, updated windows 7 and even updated amd, but the problem remains. I start the program and it does not open, I only get the crash report.

I leave here below the crash report that I get with the specifications of my pc.

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="3.0.2" clientVersion="3.0.2" applicationName="Adobe Photoshop" applicationVersion="21.2.4" build="20200922.r.323" source="Windows-Client" crashType="n/a">
<time year="2020" month="12" day="16" hour="0" minute="3" second="34" timeoffset="-180" timezone="Hora estándar de Argentina"/>
<user guid="b61aa24d-601b-4483-8d60-5415929eaeeb"/>
<system platform="Windows 7 Ultimate" osversion="6.1" osbuild="7601" applicationlanguage="es-es" userlanguage="es-AR" oslanguage="es-AR" ram="11737" machine="AMD A6-7480 Radeon R5, 8 Compute Cores 2C+6G" model="AMD64 Family 21 Model 96 Stepping 1" cpuCount="2" cpuType="8664" cpuFreq="3493 MHz"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="512 MB" caption="AMD Radeon R5 Graphics" description="AMD Radeon R5 Graphics" driverDate="20201204000000.000000-000" driverVersion="27.20.14501.28009" videoModeDescription="1920 x 1080 x 4294967296 colores" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_9874&#38;SUBSYS_77211462&#38;REV_E6&#92;3&#38;11583659&#38;0&#38;08" installedDisplayDrivers="amdxc32,amdxc64.dll,aticfx32,aticfx64.dll,atidxx32,atidxx64.dll,atitmm64.dll,atiumd64.dll,atiumd6a.c"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000147C6AAA0">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x0000000147C6AAA0" symbolname="ART::AssetType::operator!="/>
<stackStatement index="1" address="0x0000000146ABA4CB" symbolname="xmlFreeRMutex"/>
<stackStatement index="2" address="0x00000001471D7CE2" symbolname="ART::AssetType::operator!="/>
<stackStatement index="3" address="0x0000000146DFDD2F" symbolname="xmlFreeRMutex"/>
<stackStatement index="4" address="0x0000000146E00CEE" symbolname="xmlFreeRMutex"/>
<stackStatement index="5" address="0x0000000146A5258A" symbolname="xmlFreeRMutex"/>
<stackStatement index="6" address="0x000000014A01D5E0" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::is_destroyed"/>
<stackStatement index="7" address="0x000007FEEC0F1030" symbolname="unknown"/>
<stackStatement index="8" address="0x000007FEEC0F4388" symbolname="is_exception_typeof"/>
<stackStatement index="9" address="0x0000000076EFB9F3" symbolname="RtlRestoreContext"/>
<stackStatement index="10" address="0x0000000146A53624" symbolname="xmlFreeRMutex"/>
<stackStatement index="11" address="0x0000000146A6D182" symbolname="xmlFreeRMutex"/>
<stackStatement index="12" address="0x00000001467D52D8" symbolname="xmlSprintfElementContent"/>
<stackStatement index="13" address="0x0000000146A2F576" symbolname="xmlFreeRMutex"/>
<stackStatement index="14" address="0x0000000076D8556D" symbolname="BaseThreadInitThunk"/>
<stackStatement index="15" address="0x0000000076EE372D" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x000000014A989820"/>
<register name="RBX" value="0x000000014C4774A0"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x0000000000000000"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x0000000000177BD0"/>
<register name="RBP" value="0x0000000000177CB9"/>
<register name="RIP" value="0x0000000147C6AAA0"/>
<register name="EFL" value="0x0000000000010202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

<binaryImageSet>
<binaryImage start="0x000000013FCF0000" end="0x000000014DBDD000" path="adobe\Photoshop.exe"/>
<binaryImage start="0x0000000076E90000" end="0x000000007702F000" path="ntdll.dll"/>
<binaryImage start="0x000007FEF2AA0000" end="0x000007FEF2AB2000" path="aswhook.dll"/>
<binaryImage start="0x0000000076D70000" end="0x0000000076E8F000" path="kernel32.dll"/>
<binaryImage start="0x000007FEFCCB0000" end="0x000007FEFCD17000" path="KERNELBASE.dll"/>
<binaryImage start="0x000007FEE4D60000" end="0x000007FEE4DF1000" path="msvcp140.dll"/>
<binaryImage start="0x000007FEEC0F0000" end="0x000007FEEC109000" path="VCRUNTIME140.dll"/>
<binaryImage start="0x000007FEF1380000" end="0x000007FEF1384000" path="api-ms-win-crt-runtime-l1-1-0.dll"/>
<binaryImage start="0x000007FEF1280000" end="0x000007FEF1374000" path="ucrtbase.dll"/>
<binaryImage start="0x000007FEF1270000" end="0x000007FEF1273000" path="api-ms-win-core-timezone-l1-1-0.dll"/>
<binaryImage start="0x000007FEF1250000" end="0x000007FEF1253000" path="api-ms-win-core-file-l2-1-0.dll"/>
<binaryImage start="0x000007FEF1240000" end="0x000007FEF1243000" path="api-ms-win-core-localization-l1-2-0.dll"/>
<binaryImage start="0x000007FEF3BB0000" end="0x000007FEF3BB3000" path="adobe\api-ms-win-core-synch-l1-2-0.dll"/>
<binaryImage start="0x000007FEF1230000" end="0x000007FEF1233000" path="api-ms-win-core-processthreads-l1-1-1.dll"/>
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<binaryImage start="0x000007FEFC3E0000" end="0x000007FEFC403000" path="srvcli.dll"/>
<binaryImage start="0x000007FEFA240000" end="0x000007FEFA255000" path="wkscli.dll"/>
<binaryImage start="0x000007FEFBEE0000" end="0x000007FEFBF38000" path="schannel.dll"/>
<binaryImage start="0x000007FEFBC80000" end="0x000007FEFBC9B000" path="gpapi.dll"/>
</binaryImageSet>
<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

</crashreport>

 

I don't know how to solve it anymore, I would be very grateful if someone can help me.

 

 

{Thread title edited by moderator}

Hi,

 

We're sorry about the trouble with Photoshop. Please check the version of Camera Raw installed on the computer by going to the Creative Cloud desktop app. If you have version 13.1 installed on the machine, please roll back to the previous version using the installer available here: https://helpx.adobe.com/camera-raw/kb/camera-raw-plug-in-installer.html

 

Let us know if it helps!

Regards,

Nikunj

TOPICS
Crash or freeze, Problem or error, Windows

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Dec 15, 2020 0
Adobe Employee ,
Dec 16, 2020

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Hi,

 

We're sorry about the trouble with Photoshop. Please check the version of Camera Raw installed on the computer by going to the Creative Cloud desktop app. If you have version 13.1 installed on the machine, please roll back to the previous version using the installer available here: https://helpx.adobe.com/camera-raw/kb/camera-raw-plug-in-installer.html

 

Let us know if it helps!

Regards,

Nikunj

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Dec 16, 2020 2
Dec 16, 2020

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Thank you so much, i installed an older version of camera raw and the problem was solved.

 

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Dec 16, 2020 0
Shakhzod LATEST
Dec 20, 2020

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didn't understand how, but it worked

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Dec 20, 2020 0