Photoshop suddenly shutdowns PC turns off while using Preserve Details 2.0

Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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Hi,

When I try to resize the image and apply Preserve Details 2.0 function it suddenly turns off the whole PC with Photoshop

Please see the video here: https://youtu.be/49rH_3faj1k

Please help to solve it asap !!

Thanks in advance,

Maks

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correct answers 1 Correct Answer

Adobe Community Professional , Mar 21, 2019 Mar 21, 2019
HiThe only time I've seen something similar to this is when the i7 7820 processors were having issues with Turbo Boost. It wasn't a Photoshop issue as such , but the PCs crashed when Photoshop pushed the processing. They were resolved with BIOS updates on the motherboard.I am not saying that is the issue in your case - but it may be worth running Photoshop in Windows Safe Mode and see if there is a crash. If no crash in safe mode, the look at the drivers. You say you have updated the GPU drivers...

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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According to Mr.Cox the problem would have to be outside of Photoshop:

Re: Photoshop CC freezes PC - HARD restart needed

Does turning off »Use Graphics Processor« in the Performance Preferences (Photoshop > Preferences > Performance > Graphic Processor Settings) and restarting Photoshop have any bearing on the issue?

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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@c.pfaffenbichler

Unfortunately, it turns off my PC no matter if I use "Graphic Processor" option or not.

It only occurs when I click "OK" with Preserve Details 2.0.

PC is OK for editing photo. I don't think it's a lack of power.

I have i7 i74790k, 32GB RAM, SDD and 1080Ti

Very strange situation. I don't know what to do...

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Engaged ,
Mar 21, 2019 Mar 21, 2019

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Hi Maks,

Did you updated any drivers or the system recently? Does the PC have a blue screen or it just turning off? Also it would be useful to know the system specs

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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Hi, andreamaestri !

I don't think it's a lack of power. I have i7 i74790k, 32GB RAM, SDD and 1080Ti, Windows 10.

No blue screen. Just cold "back screen" restart when I click "OK" to apply Preserve Details 2.0.

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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@andreamaestri

Drivers are the latest, too...

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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Hi everyone. This isn't a solution, just an observation.

This feature is still a work in progress, isn't it?

tech-preview.png

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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Hi @Michael Bullo, andreamaestri !

The Preserve Details 2.0 is enabled in the menu, sure.

I don't understand why it's happening in the form of shutting down my whole PC when I click "OK" to apply Preserve Details 2.0.

I never had such issues in any other Apps or anything on my PC.

This is very odd! I hope you can help to solve it guys...

Any comments from Adobe Japan Support​ or Adobe?

Thanks in advance.

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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I found this short forum thread from a few months ago...

Preserve Details 2.0 instantly crashes entire PC

In it "@D Fosse" said the following...

AFAIK Preserve Details uses OpenCL - in other words it runs in the GPU. So it's the video driver.

In any case applications can't crash modern OS's. But drivers can.

Could you have a driver issue?

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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Thank you @Michael Bullo! It seems like I am not the only one

However, I have the latest NVidia drivers and even when I click to not use and disable "Graphic Processor" in the Photoshop menu it crashes the PC even without Graphic Processor.

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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Hi

The only time I've seen something similar to this is when the i7 7820 processors were having issues with Turbo Boost. It wasn't a Photoshop issue as such , but the PCs crashed when Photoshop pushed the processing. They were resolved with BIOS updates on the motherboard.

I am not saying that is the issue in your case - but it may be worth running Photoshop in Windows Safe Mode and see if there is a crash. If no crash in safe mode, the look at the drivers. You say you have updated the GPU drivers but look also at the BIOS.

Dave

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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davescm

I just turned off the TURBO BOOST function in the processor settings (it's EasyTune app for Gigabyte on my PC) and it seems like now Preserve Details 2.0 works OK without PC shutdown/restart!! 

I'm guessing Adobe need to optimize Preserve Details 2.0 regarding processing and workflow with users who use TURBO BOOST function in the processor!

Thanks

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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Hi

It is more likely to be an error in the Turbo Boost code which is being triggered by the way Photoshop is using the processor, or it could be your processor is getting too hot when boosted and therefore shutting down.
I would check if there is a for a BIOS update for your motherboard.

Dave

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Engaged ,
Mar 21, 2019 Mar 21, 2019

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It's sounds like a weird error, usually Windows keeps something in the event viewer, see if there's anything related with the system : https://support.microsoft.com/en-gb/help/302542/how-to-diagnose-system-problems-with-event-viewer-in...

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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andreamaestri davescm

Hi guys! Thanks for the advice. However, none of the ideas above will help to solve the problem

I tested it in Windows Safe Mode and it's happening again in the form of shutting down my whole PC when I click "OK" to apply Preserve Details 2.0! The drives are stable in all other apps from Adobe (they are the latest version)

It looks like the Preserve Details 2.0 is not optimized for processing in a normal way and brings computer power offs/restarting without knowing an exact reason. It's clearly a system bug when Preserve Details 2.0 rises a certain process - it powers off the whole PC.

I guess we need to know exactly what it is since I am not the only one having this problem. I also had these issues on other PC with the previous version of Photoshop and other drivers!

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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Please keep in mind the Preserve Details 2.0 is a Tech Preview AKA a public beta.

It is not finalized and still in development. Some issues may occur and are not out of the realm of possibilities.

I would suggest filing a bug report on it here and turning it off until a solution is found.

Photoshop Family Customer Community

Kevin Stohlmeyer Adobe Community Professional/Adobe Certified Instructor

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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@stohlmeyer1

I love and respect Photoshop. However, it's not like "some issues may occur... " I can't use this function at all. What's more, it brings a shutdown and restart of PC, and such behavior can bring negative issues to hardware and OS.

I think it worth to make an official statement at Adobe and disable this function until it will be optimized for processing an image in a normal way without problems.

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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again - the fact that they have put this in as a Technology Preview makes your point moot.

Read the official page about this:

Photoshop technology preview features

The first two lines act as a warning:

"Photoshop ships with technology preview features that you can try out. These features may not be completely production-ready yet, so exercise discretion while using them."

Kevin Stohlmeyer Adobe Community Professional/Adobe Certified Instructor

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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the way to make an "official statement" would be to submit the bug report and participate in resolving the issue.

Kevin Stohlmeyer Adobe Community Professional/Adobe Certified Instructor

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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@kstohlmeyer1

I have this issue for a year on two different PCs (as well as other users). I just wanted to try it again today and it still here.

Adobe already knows about it and keep testing for a year which means they don't really know how to fix it (or don't care) about it.

When you personally work with Preserve Details 2.0 it works just fine?

Take a small image and make sure the DPI is 300 and resize it 2500x2500 or somewhere around this number...

It will work on your PC or it will crash?

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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I am on a Mac so it does work without issue.

Just because it isn't resolved in no way means Adobe does not care about it.

If they didn't care - they would remove it entirely. How do you know Adobe knows about it?

I'd say keep giving feedback in the bug post for this specific issue and see if you get a faster resolution.

Kevin Stohlmeyer Adobe Community Professional/Adobe Certified Instructor

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Adobe Community Professional ,
Mar 21, 2019 Mar 21, 2019

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Hi

You asked if others have the same issue.

I have never had a crash with Preserve details 2.0. My system is Photoshop CC v20.0.4 on Windows 10 (1809) with Nvidia GTX1080 (417.71). I repeated your test with no crash.

Dave

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New Here ,
Mar 03, 2021 Mar 03, 2021

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I have this exact simialr issue, but with any of the new features in 2021, I run a Hyper pumped up 3d animation PC i use daily for rendering so its heavily over qualified for the job.

The instant i tap sky removal or any new features, PC shuts off. Clean as if ive pulled the plug out.

I find it interesting people claim its not an adobe problem but i use regulary over 15 different design programs, not to mention endless applications and living on my PC.  All of which are deeply GPU intensive and far more extensive programs than photshop. yes ive never ever experienced such an issue in my life, crashing is one thing, shutting down the whole pc?  Support hasn't been helpful and ive had to resort to using 2019 as its the only version that doesnt crash my machines.

If only one program has coded something in a way its shutting off pc's but no other program has this issue, is it not the programs fault? I can run camera tracking on 4k clips for 4 hours over night, but apparently my chip overheats removing the sky in photshop?

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Adobe Community Professional ,
Mar 03, 2021 Mar 03, 2021

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Under Windows, an application cannot shut down the operating system or the PC. A driver can and the prime suspect is usually the video driver - the earlier post referred to a specific BIOS issue in a group of boards.

I run Photoshop day in day out without a crash, currently on a system running Windows v20H2, NVidia RTX2080ti Studio driver 461.40, 128GB RAM, i9-10920x, 1TB free scrtach disk space on M2 drive.  I also have an older system with Windows 20H2, NVidia GTX1080 Studio driver 461.40, 64GB RAM, i7-3930K processor.    Sky removal does not cause a freeze, crash or shut-down on either system here. Hence I would look at yoursystem's drivers first.

If an Adobe developer, or anyone else here, is to replicate your issue they need both exact system details  "a Hyper pumped up 3d animation PC" is absolutely meaningless, along with the exact steps you took to trigger the issue on your system (e.g. image size, layer size and type, colour mode ....etc)

 

Dave

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New Here ,
Mar 03, 2021 Mar 03, 2021

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really appriciate that response and fast thank you!
The projects image size, resolution, or colour mode doesn't affect the crash, it happens every time on any image or project, if i try to use a majority of the new features its an instant pc shut off. with sky removal being the guarenteed one. can on the odd occasion just do it on a project save aswell.

specs

Windows 10 V20H2
Z97MX
i7-4790K 4.0GHZ 4cores
32gb RAM
1TB pcie SSD 
4TB HDD 
2x 1TB SSD
GeForce RTX 2060

NVIDIA Studio Driver 461.72

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