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Photoshop 2020 not working despite trying every technique in the forum for troubleshooting

Community Beginner ,
Jul 14, 2020

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Hi!
I have been trying to use photoshop ever since I downloaded it first, but upon booting the software, it generates an error message, asking me to send or don't send report. After selecting an option, it closes. I have tried every technique of troubleshooting, suggested in the community forum but nothing works. Is there any other untried alternative I can use to get this working. I have been trying to get this running since 1 month and really need to get started on this. Thanks!

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Photoshop 2020 not working despite trying every technique in the forum for troubleshooting

Community Beginner ,
Jul 14, 2020

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Hi!
I have been trying to use photoshop ever since I downloaded it first, but upon booting the software, it generates an error message, asking me to send or don't send report. After selecting an option, it closes. I have tried every technique of troubleshooting, suggested in the community forum but nothing works. Is there any other untried alternative I can use to get this working. I have been trying to get this running since 1 month and really need to get started on this. Thanks!

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Download and install, How to, Problem or error, Windows

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Most Valuable Participant ,
Jul 15, 2020

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Did you send the reports  or capture them and look at them what in the reports they need to be look at to see what the problem is>

JJMack

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Adobe Community Professional ,
Jul 15, 2020

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Please give details of your operating system and your system, specifically how much RAM and spare disk space.

Can you let us know what the error message exactly states?

Which troubleshooting things have you already undertaken?

 

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Community Beginner ,
Aug 15, 2020

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Thank you so much for responding to my query.

I have a Windows 10 OS (64-bit) with an installed 13.9GB of RAM in my PC.

shimaina_0-1597507472711.png

 

Sharing below a screen shot of  the error message states that appears when I try to boot the software before it closes - 

shimaina_1-1597507734050.png

 

And lastly, the troubleshooting methods that I have already undertaken are - 

1. Sending the error report, uninstallling and re-downloading the software several times.

2. Trying to update the old software while keeping it uninstalled.

3. Restarting the computer after every software re-download.

4. Tried checking and dowloading the different versions and updates available on the Adobe Creative Cloud.

5. And different variations of all the above attempts

 

P.S. Currently, I have the software (Adobe Photoshop 2020's latest version) downloaded in my system.

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Most Valuable Participant ,
Aug 15, 2020

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If you get the crash report again click on its top blue line. That should open the mini dump. Select all of its content then Copy and paste it in an append here let see if it give us a clue. Make sure you have the installed the latest device driver available for your display adapter

image.png

JJMack

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Community Beginner ,
Aug 19, 2020

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Sharing the details of the crash report from the mentioned link above - 

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="3.0.2" clientVersion="3.0.2" applicationName="Adobe Photoshop" applicationVersion="21.2.1" build="20200716.r.265" source="Windows-Client" crashType="n/a">

<time year="2020" month="8" day="20" hour="12" minute="1" second="24" timeoffset="330" timezone="India Standard Time"/>

<user guid="8b80cb68-c5e1-46e5-be89-cb9e4596ec6f"/>

<system platform="Windows 10 Home" osversion="10.0" osbuild="19041" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="14284" machine="AMD Ryzen 5 2400G with Radeon Vega Graphics" model="AMD64 Family 23 Model 17 Stepping 0" cpuCount="8" cpuType="8664" cpuFreq="3593 MHz"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="2048 MB" caption="AMD Radeon(TM) RX Vega 11 Graphics" description="AMD Radeon(TM) RX Vega 11 Graphics" driverDate="20190816000000.000000-000" driverVersion="26.20.12028.2" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_15DD&#38;SUBSYS_15DD1002&#38;REV_C6&#92;4&#38;28056CF2&#38;0&#38;0041" installedDisplayDrivers="amdxc64.dll,aticfx64.dll"/>

</gpu>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFBE19203F3">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFBE19203F3" symbolname="load_torq_native"/>

<stackStatement index="1" address="0x00007FFBE1834048" symbolname="load_torq_native"/>

<stackStatement index="2" address="0x00007FFBE1830EB5" symbolname="load_torq_native"/>

<stackStatement index="3" address="0x00007FFBE182CB6C" symbolname="load_torq_native"/>

<stackStatement index="4" address="0x00007FFBE182AE14" symbolname="load_torq_native"/>

<stackStatement index="5" address="0x00007FFBE182A55E" symbolname="load_torq_native"/>

<stackStatement index="6" address="0x00007FFBE18303E8" symbolname="load_torq_native"/>

<stackStatement index="7" address="0x00007FFBE1942E0C" symbolname="load_torq_native"/>

<stackStatement index="8" address="0x00007FFBE193AD36" symbolname="load_torq_native"/>

<stackStatement index="9" address="0x00007FFBE1C748E0" symbolname="CrashForExceptionInNonABICompliantCodeRange"/>

<stackStatement index="10" address="0x00007FFBE1C73DEB" symbolname="CrashForExceptionInNonABICompliantCodeRange"/>

<stackStatement index="11" address="0x00007FFBE1C74168" symbolname="CrashForExceptionInNonABICompliantCodeRange"/>

<stackStatement index="12" address="0x00007FFBE1C73F6E" symbolname="CrashForExceptionInNonABICompliantCodeRange"/>

<stackStatement index="13" address="0x00007FFBE1E6E37D" symbolname="CrashForExceptionInNonABICompliantCodeRange"/>

<stackStatement index="14" EndlessStack="TRUE"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000000"/>

<register name="RBX" value="0x0000000000000000"/>

<register name="RCX" value="0xE0CCCB7088600000"/>

<register name="RDX" value="0x0000000000000001"/>

<register name="RSI" value="0x000000AA684FDC00"/>

<register name="RDI" value="0x0000028BC4FC1370"/>

<register name="RSP" value="0x000000AA684FDAC0"/>

<register name="RBP" value="0x000000AA684FDC08"/>

<register name="RIP" value="0x00007FFBE19203F3"/>

<register name="EFL" value="0x0000000000010256"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>



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<binaryImage start="0x00007FFC29B10000" end="0x00007FFC29B38000" path="adobe\Plugin.dll"/>

<binaryImage start="0x00007FFBDC870000" end="0x00007FFBDDC5B000" path="adobe\HalideBottlenecks.8bx"/>

<binaryImage start="0x00007FFBDC180000" end="0x00007FFBDC862000" path="adobe\Dicom.8bi"/>

<binaryImage start="0x00007FFC33030000" end="0x00007FFC33048000" path="netapi32.dll"/>

<binaryImage start="0x00007FFC3C960000" end="0x00007FFC3C969000" path="wsock32.dll"/>

<binaryImage start="0x000000004FAD0000" end="0x0000000056695000" path="adobe\Camera Raw.8bi"/>

<binaryImage start="0x00007FFC38300000" end="0x00007FFC38313000" path="jsproxy.dll"/>

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<binaryImage start="0x00007FFBE0350000" end="0x00007FFBE077C000" path="adobe\CoolType.dll"/>

<binaryImage start="0x00000000584A0000" end="0x00000000584C5000" path="adobe\AXE8SharedExpat.dll"/>

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<binaryImage start="0x00007FFC482C0000" end="0x00007FFC482CD000" path="hid.dll"/>

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<binaryImage start="0x00007FFC11F10000" end="0x00007FFC120DD000" path="d3d9.dll"/>

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<binaryImage start="0x00007FFC2C5D0000" end="0x00007FFC2C716000" path="Windows.StateRepositoryPS.dll"/>

<binaryImage start="0x00007FFC22200000" end="0x00007FFC222C6000" path="Windows.Storage.Search.dll"/>

<binaryImage start="0x00007FFC25ED0000" end="0x00007FFC25EF8000" path="mssprxy.dll"/>

<binaryImage start="0x00007FFC2D550000" end="0x00007FFC2D574000" path="edputil.dll"/>

<binaryImage start="0x00007FFC45830000" end="0x00007FFC4584D000" path="nlaapi.dll"/>

<binaryImage start="0x00007FFC43D90000" end="0x00007FFC43DFA000" path="wlanapi.dll"/>

<binaryImage start="0x00007FFC44830000" end="0x00007FFC448B5000" path="MMDevAPI.dll"/>

<binaryImage start="0x00007FFC49670000" end="0x00007FFC4969C000" path="devobj.dll"/>

<binaryImage start="0x00007FFC41670000" end="0x00007FFC417BC000" path="Windows.UI.dll"/>

<binaryImage start="0x00007FFC43AD0000" end="0x00007FFC43B71000" path="WindowManagementAPI.dll"/>

<binaryImage start="0x00007FFC41410000" end="0x00007FFC41562000" path="InputHost.dll"/>

<binaryImage start="0x00007FFC38650000" end="0x00007FFC386F9000" path="twinapi.dll"/>

<binaryImage start="0x00007FFC496C0000" end="0x00007FFC49762000" path="sxs.dll"/>

<binaryImage start="0x00007FFC417F0000" end="0x00007FFC419CD000" path="aticfx64.dll"/>

<binaryImage start="0x00007FFC413D0000" end="0x00007FFC41405000" path="atiuxp64.dll"/>

<binaryImage start="0x00007FFC402D0000" end="0x00007FFC413CF000" path="atidxx64.dll"/>

<binaryImage start="0x00007FFC3F1A0000" end="0x00007FFC3F1CB000" path="amdihk64.dll"/>

<binaryImage start="0x00007FFC41B80000" end="0x00007FFC41BBB000" path="DXCore.dll"/>

<binaryImage start="0x00007FFC3E110000" end="0x00007FFC3E13A000" path="D3DSCache.dll"/>

<binaryImage start="0x00007FFBD92C0000" end="0x00007FFBD950D000" path="adobe\aif.dll"/>

<binaryImage start="0x00007FFC38FB0000" end="0x00007FFC38FD8000" path="atig6pxx.dll"/>

<binaryImage start="0x00007FFBEB960000" end="0x00007FFBEE9B5000" path="atio6axx.dll"/>

<binaryImage start="0x00007FFC29AC0000" end="0x00007FFC29AF9000" path="atig6txx.dll"/>

<binaryImage start="0x00007FFBEE9C0000" end="0x00007FFBEEB68000" path="atiadlxx.dll"/>

<binaryImage start="0x00007FFC1B0F0000" end="0x00007FFC1B2FB000" path="msxml3.dll"/>

<binaryImage start="0x00007FFBDA700000" end="0x00007FFBDA9B6000" path="adobe\IMSLib.dll"/>

<binaryImage start="0x0000028BF19E0000" end="0x0000028BF1AA9000" path="Windows.ApplicationModel.winmd"/>

</binaryImageSet>

<dumpType>

Mini

</dumpType>

<hbLogSessionDllStatus>



</hbLogSessionDllStatus>

</crash>



</crashreport>

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Most Valuable Participant ,
Aug 20, 2020

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The problem seen to be in but I have no clue as to wat the module does

<binaryImage start="0x00007FFBE0F60000" end="0x00007FFBE3203000" path="adobe\dynamic-torqnative.dll"/>

 

JJMack

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Adobe Community Professional ,
Aug 20, 2020

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Are you running on an account that has Administrator access?

EXCEPTION_ACCESS_VIOLATION

This may help:

https://helpx.adobe.com/x-productkb/global/create-local-administrator-account-windows.html 

Kevin Stohlmeyer Adobe Community Professional/Adobe Certified Instructor

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