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Question

Photoshop keeps crashing w/Dell XPS15

Forum|Forum|7 years ago
November 9, 2018
3 replies
6596 views

Hello,

I recently bought a Dell XPS15 9570 and I have a hard time using adobe programs.
Photoshop CC (along with premiere pro) keeps crashing not matter what I try.

Here is the error report :

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="1.6.1" clientVersion="1.6.1" applicationName="Adobe Photoshop CC" applicationVersion="19.0" build="20170929.r.165">
<time year="2018" month="11" day="9" hour="10" minute="51" second="46"/>
<user guid="38c6a395-418a-4119-820d-33c89060dd7c"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="17134" applicationlanguage="fr-fr" userlanguage="fr-FR" oslanguage="fr-FR" ram="16117" machine="Intel(R) Core(TM) i7-8750H CPU @ 2.20GHz" model="Intel64 Family 6 Model 158 Stepping 10" cpuCount="12" cpuType="8664" cpuFreq="2208 MHz"/>
<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFD5E0A09C0">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFD5E0A09C0" symbolname="clGetExtensionFunctionAddress"/>
<stackStatement index="1" address="0x00007FFDB5AE45A1" symbolname="StretchBlt"/>
<stackStatement index="2" address="0x00007FFDB81334CC" symbolname="RtlUnsubscribeWnfNotificationWaitForCompletion"/>
<stackStatement index="3" address="0x00007FFDB81331A6" symbolname="RtlUnsubscribeWnfNotificationWaitForCompletion"/>
<stackStatement index="4" address="0x00007FFDB8133040" symbolname="RtlUnsubscribeWnfNotificationWaitForCompletion"/>
<stackStatement index="5" address="0x00007FFDB8132D44" symbolname="RtlUnsubscribeWnfNotificationWaitForCompletion"/>
<stackStatement index="6" address="0x00007FFDB810F5C9" symbolname="RtlReleaseSRWLockExclusive"/>
<stackStatement index="7" address="0x00007FFDB7F73034" symbolname="BaseThreadInitThunk"/>
<stackStatement index="8" address="0x00007FFDB8161471" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x00007FFD5E0A09C0"/>
<register name="RBX" value="0x00007FFDB5B02750"/>
<register name="RCX" value="0x000000A02D1FF940"/>
<register name="RDX" value="0x0000026B02656630"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x0000000000000001"/>
<register name="RSP" value="0x000000A02D1FF918"/>
<register name="RBP" value="0x0000000000016231"/>
<register name="RIP" value="0x00007FFD5E0A09C0"/>
<register name="EFL" value="0x0000000000010202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>
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<dumpType>
Mini
</dumpType>
</crash>
</crashreport>

I'm completely let down with this and I don't know what to do.
I installed every version from CS6 to CC2019, and tried to run them in windows FailSafe mode and it did not crash at launch, but eventually after an hour.

Could you help me please ?

Thanks

This topic has been closed for replies.

CharlieActCon

Participant

The issue is likely caused by trying to utilize the NVIDIA video card in the Photoshop settings. Unfortunately Dell decided to advertise that these computers run off of an NVIDIA card, when in actuality they process graphics primarily through the Intel card. The (discreet) NVIDIA processor is essentially there to back it up.

From the Dell community forums:

"Every XPS 15 has an Intel GPU (the integrated GPU, or iGPU), and they can also be ordered with an NVIDIA GPU (the discrete GPU, or dGPU). In the latter case, the iGPU is still the only GPU that is physically connected to the display outputs, both the built-in panel and external display outputs. Meanwhile, the dGPU exists as a render-only device. When it's activated (drivers are supposed to automatically detect that it would deliver a benefit, or users can manually force an application to use a specific GPU), then the dGPU does all of the rendering work and then sends completed video frames to the iGPU, which passes them through to the display(s). "

golinvauxb1973

Inspiring

Hello

Thanks for your input.

I am aware of the way the optimus system works, i.e. the Nvidia output being routed to the Intel GPU

However, with the updated Intel drivers, Photoshop and Lightroom are perfectly able to use the discrete GPU

PS and LR haven't crashed on me since that upgrade.

Hope this helps

CharlieActCon

Participant

Do you mean you were able to check the option to 'Use Graphics Processor' box with the detected NVIDIA card?

golinvauxb1973

Inspiring

Hello

To all of you experiencing crashes after a few seconds (or minutes) when using ANY CC application (Seen on PS, LR classic, PPro...), I suggest you try the following solution that worked for me (after MANY tinkerings with updates, drivers...)

Even though my active GPU was Nvidia, the fix was to upgrade the INTEL drivers. I know this sounds strange.

I was @ version 24.xxx and I had to upgrade to 25.xxx

However this is not straightforward : if you just download the new driver and launch exe, in my case, it refused to install because manufacturer drivers were installed (Dell). I had to :

Download latest Intel driver from Downloads for Intel® HD Graphics 630 (in my case, since I have HD 630)
Unzip the exe in a folder using, for instance, 7zip
go to device manager (Windows + X --> device manager)
uninstall Intel drivers and click on "Delete driver files"
DISCONNECT YOUR INTERNET CONNECTION
In the device manager, right-click anywhere and choose "Scan for hardware changes"
Wait for the Intel display adapter to appear
Right click and choose "Update driver". If it is disabled, click on Properties then Driver then Update driver.
Choose "Have disk" and locate the place where you extracted the Intel driver
Let it install
Renable Internet connection

Hopefully once this is done, your problems are over. They were for me, even though I was using the Nvidia driver!!!! (go figure)

A reboot might be necessary.

Wish you all the best of luck

amolk_win

Participant

Hi, I bought a new PC and am facing this issue. Tried all the steps on most forums to no avail.

I am desperately trying to try steps suggested by you. The only problem is that I am unable to find a zip version of the driver update.

I am trying to follow instructions here- Manually Install an Intel® Graphics Driver in Windows® 10 and Windows... But all (I mean ALL) these manufacturer geniuses want us to install their installers and now have stopped offering alternate file types of the download files.

Can you detail steps and links to download the zip version of the driver file? I am looking for a zip version of Intel UHD Graphics 630

golinvauxb1973

Inspiring

Hello amolk.win

As far as I know, there are NO zip version of the drivers offered anymore.

The reason is that Intel does not want people to install drivers on a machine where manufacturer-customized drivers are installed. This could potentially lead to issues.

Instead of treating us like grown ups and trusting the people who know what they're doing, they simply add checkpoints in the exe.

HOWEVER, I mentioned "unzip the exe", which is exactly what I meant. These exe are self-extracting but can also be expanded with 7zip (and many others)

I went there to get them: Download Intel® Graphics - Windows® 10 DCH Drivers

Simply right-click the file and choose "Expand" or whatever your unzipping utility provides.

On second thought, maybe this is the covert way Intel engineers allow us tinkerers to screw up our PCs

Let me know how it goes!

Cheers

Anonymous

Can you check in Windows event viewer and look for Photoshop.exe crash logs

Open up the Application log on the left and on the right select Filter Current Log

Put a check mark in Error and hit OK, then look for errors relating to Photoshop.exe

Jeyh21Author

Participating Frequently

Hello Ged Traynor,

I applied the suggested process and here is a screenshot of the output :

Anonymous

You need to click on each application error in turn and look at the General tab while you do this, you should come across one that says Photoshop.exe

When you find it copy and paste what it says in the General tab into this thread, please don't post a screenshot as I won't be able to Google translate it

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