Photoshop 21.0.2 crashes on Windows OS

[hannahnls]

Hi. I am a relatively new photoshop user and I am quite disappointed with the program as it keeps shutting down, even if it's the only thing running on my laptop. I am working on a hp pavilion 15-cs2107nb, with the following specifications:

IntelCorei5 8th gen processor (x64 bits)

 NVIDIA GeForce MX250 video card

8 GB RAM

The program often shuts down when there's still plenty amounts of RAM unused and the processor isn't the cause of this either. I'm only experiencing this problem in photoshop, illustrator works fine. Anything I can do? It's driving me mad.

thank you, Hannah

{Thread renamed by moderator}

[Derek Cross]

Try resetting the Photoshop preferences, which you can do under the General tab in Photoshop preferences.

[Sahil.Chawla]

Hi Hannah,

Sorry to hear about Photoshop crashing, could you please try the suggestion by Derek and let us know if it helps?

You may also try deselecting "Use Graphics Processor" located in Photoshop's Preferences > Performance, then relaunch Photoshop and let us know if it helps.

Also, please update the graphics drivers from Nvidia's website, it might be a case of incompatible old drivers.

Regards,
Sahil

[hannahnls]

Hi! Thank you for your quick answer. I have tried to reset the settings before and it did not help a bit. I will try these suggestions as wel. I have made some further observations that might lead to a clue as to why this isn't working.

First of all: photoshop isn't displayed in task management. When the program is starting up, it appears for a few seconds but after a few sec, when it's 'ready to use' the application disappears from the task management overview again. When you close photoshop however, you can see that this frees up a lot of RAM space. there was an adobe creative cloud installer  running in the background as well, even though i wasn't installing anything. I have disabled this temporarily as i believe it might interfere with using photoshop some way. Also a weird observation: when i go to the adobe creative cloud interface, it tells me that indesign and illustrator aren't installed yet, however, they are and i can very well use them. This might be useless information but these are just some observations that i consider unusual.

I never got an error when the program closed, but i went to look for these in the event viewer. There seemed to be multiple errors, which i will list here:

1. this one is rare, i only got it once (after i tried an older version of photoshop)

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

  <Provider Name="Application Hang" />

  <EventID Qualifiers="0">1002</EventID>

  <Level>2</Level>

  <Task>101</Task>

  <Keywords>0x80000000000000</Keywords>

  <TimeCreated SystemTime="2019-12-27T21:35:40.981643200Z" />

  <EventRecordID>4070</EventRecordID>

  <Channel>Application</Channel>

  <Computer>LAPTOP-PKLVBB38</Computer>

  <Security />

  </System>

- <EventData>

  <Data>Creative Cloud.exe</Data>

  <Data>5.0.0.354</Data>

  <Data>34a0</Data>

  <Data>01d5bce5b0d22224</Data>

  <Data>4294967295</Data>

  <Data>C:\Program Files\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe</Data>

  <Data>a842bfe4-21db-45cb-ad68-2a2f333bc2a3</Data>

  <Data />

  <Data />

  <Data>Top level window is idle</Data>

  <Binary>54006F00700020006C006500760065006C002000770069006E0064006F0077002000690073002000690064006C00650000000000</Binary>

  </EventData>

  </Event>

2.

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

  <Provider Name="Application Error" />

  <EventID Qualifiers="0">1000</EventID>

  <Level>2</Level>

  <Task>100</Task>

  <Keywords>0x80000000000000</Keywords>

  <TimeCreated SystemTime="2019-12-27T20:54:36.460863500Z" />

  <EventRecordID>4063</EventRecordID>

  <Channel>Application</Channel>

  <Computer>LAPTOP-PKLVBB38</Computer>

  <Security />

  </System>

- <EventData>

  <Data>Photoshop.exe</Data>

  <Data>21.0.0.37</Data>

  <Data>5daa523c</Data>

  <Data>nvoglv64.dll</Data>

  <Data>25.21.14.2202</Data>

  <Data>5ca8a346</Data>

  <Data>c0000409</Data>

  <Data>0000000000ec26d9</Data>

  <Data>98c</Data>

  <Data>01d5bcf6f152b14b</Data>

  <Data>C:\Program Files\Adobe\Adobe Photoshop 2020\Photoshop.exe</Data>

  <Data>C:\windows\System32\DriverStore\FileRepository\nvhm.inf_amd64_fa8013d283b24cf2\nvoglv64.dll</Data>

  <Data>97d8b904-de1f-4594-8ae1-0b43c61d390f</Data>

  <Data />

  <Data />

  </EventData>

  </Event>

3.

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

  <Provider Name="NVIDIA OpenGL Driver" />

  <EventID Qualifiers="49152">1</EventID>

  <Level>2</Level>

  <Task>0</Task>

  <Keywords>0x80000000000000</Keywords>

  <TimeCreated SystemTime="2019-12-27T20:54:35.995248800Z" />

  <EventRecordID>4062</EventRecordID>

  <Channel>Application</Channel>

  <Computer>LAPTOP-PKLVBB38</Computer>

  <Security />

  </System>

- <EventData>

  <Data>Unable to recover from a kernel exception. The application must close. Error code: 3 (subcode 2) (pid=2444 tid=2736 photoshop.exe 64bit) Visit http://www.nvidia.com/page/support.html for more information.</Data>

  </EventData>

  </Event>

i have googled this kind of errror and used this link to solve it (i don't know if it has been effective yet):

https://www.javelin-tech.com/blog/2018/09/unable-to-recover-from-a-kernel-exception/

[hannahnls]

I have been using photoshop all day today and miracoulusly it didn't crash even once. I don't know exactly which fix solved the problem, but thank you guys for your help.