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richardg93196998
Inspiring
February 5, 2018
Answered

Photoshop Updating

  • February 5, 2018
  • 3 replies
  • 1839 views

I previously had similar issues with Photoshop CC 2018 last Fall.  When I tried updating CC 2017 to CC 2018, CC 2017 would still open and work fine but the opening screen on CC 2018 would go through loading presets and get to initializing.  Then an error window would appear stating that "Could not initialize photoshop because the preferences file was invalid (it has been deleted)".  When I closed this and tried opening CC 2018 again it would not initialize because of disk error (no mention or any reference to scratch disk, just a disk error).  CC 2017 installed in parallel still opened fine.  I seemed to fix the issue last Fall due to a conflicting third party program (never determined which one).  CC 2018 had been opening and working fine until this latest update.  Now when I install the update, the update installation goes through completion but the old problem occurs again with CC 2018 unable to initialize (CC 2017 still works fine).  I have to restore a drive image to return to the pre-updated status in order to use CC 2018.  I will also state that a new issue from last Fall is that when I launch the CC app, it tries to open, reports an error and requests a repair.  I allow the repair, then CC 2018 shows needing an update, and the initialization error occurs after updating.

I have tired all the fixes I could find:

- I start CC 2018 using admin rights

-deleting the preferences (i.e, cc 2018 settings folder)

-starting CC 2018 without any services or startup programs running through the system configuration

-even starting the computer in safe mode

-removing any and all adobe products, including adobe acrobat pro, premiere elements, photoshop elements, flash player, etc and then even using the CC cleaner app.  Reboot, install CC app new, followed by CC 2018 - same error.  Install a direct installation of CC 2018 from prodesigntools.com without using the CC app

- I have tried removing all presets and filters except the base ones

-I have created another admin windows user profile, and tired launching CC 2018 in this profile

All attempted fixes lead to the same initialization error.

I am at a loss of what to do next , right now I am limited to using CC 2018 without the latest update and don't know if I will be able to install any future updates.  I don't want to wipe the drive clean and reinstall windows and all programs.

In terms of PCU, I am using Windows 10 (64-bit) updated to the latest.

Intel(R) Core™ i7-950 3.06 GHz

32 GB RAM

NVIDIA GeForce GTX 1060 GPU with 6GB RAM (also updated to the latest driver)

a 1TB SSD primary drive that is approximately 50% empty

Any help would be appreciated.

This topic has been closed for replies.
Correct answer richardg93196998

I finally did get into a chat session with Adobe technical support.  With no exaggeration, I must have spent more than 3.5 hours in the chat session with them.  I was amazed and cannot praise them sufficiently for being able to spend that much time in trying to resolve the issue.  Many, many "fixes" were attempted will I watched (as they connected to my computer remotely) from altering the folder security permissions for the various users to full read/write access, registry edits, removing and reinstalling the various programs, numerous reboots, etc, etc.  The end result when all was said and done was the same error code "Could not initialize Photoshop because of a disk error." existed.  The final opinion of the technician was that there was a problem with corrupt/missing/damaged dll files in Windows.  The tech thought I should be able to perform a repair of windows (potentially with Microsoft help or with the CD) without having to reinstall Windows (and end of having to reinstall all my programs).  A repair would "fix" Windows while leaving the files/data/programs in tact.  I have yet to attempt this yet.  However, the repair apparently was not a simple fix and as I have said, I cannot praise Adobe sufficiently for spending this amount of time in trying to fix an individual users problem.  Great job!!!

3 replies

M
Mejba Uddin Biplob
Participating Frequently
February 6, 2018

Hello This link should be helpful for you. New features summary | January 2018 and October 2017 releases of Photoshop CC

chanaart
Community Expert
chanaartCommunity Expert
Community Expert
February 6, 2018

can we have a screenshot of the error message? might be a tech support issue.

Did you try to call them or go online and upload screenshots of the errors?

Chana

R
richardg93196998Author
Inspiring
February 7, 2018

I had provided screenshots of the error messages above.  I don't know how to contact them for tech support.  When evaluating troubleshooting support options, the only choice seems to be this forum.  I don't know how to contact adobe directly, no phone numbers or e-mail addresses seem to be available.  I would like to contact Adobe.

R
richardg93196998AuthorCorrect answer
Inspiring
February 8, 2018

I finally did get into a chat session with Adobe technical support.  With no exaggeration, I must have spent more than 3.5 hours in the chat session with them.  I was amazed and cannot praise them sufficiently for being able to spend that much time in trying to resolve the issue.  Many, many "fixes" were attempted will I watched (as they connected to my computer remotely) from altering the folder security permissions for the various users to full read/write access, registry edits, removing and reinstalling the various programs, numerous reboots, etc, etc.  The end result when all was said and done was the same error code "Could not initialize Photoshop because of a disk error." existed.  The final opinion of the technician was that there was a problem with corrupt/missing/damaged dll files in Windows.  The tech thought I should be able to perform a repair of windows (potentially with Microsoft help or with the CD) without having to reinstall Windows (and end of having to reinstall all my programs).  A repair would "fix" Windows while leaving the files/data/programs in tact.  I have yet to attempt this yet.  However, the repair apparently was not a simple fix and as I have said, I cannot praise Adobe sufficiently for spending this amount of time in trying to fix an individual users problem.  Great job!!!

JJMack
Community Expert
JJMackCommunity Expert
Community Expert
February 5, 2018

richardg93196998  wrote

All attempted fixes lead to the same initialization error.

Could you just describe the initialization error you keep getting all the other stuff you have written has this old dog chasing my tail. Getting nowhere fast.

JJMack
R
richardg93196998Author
Inspiring
February 5, 2018

When CC 2018 is initially opening with that picture of a colorful woman with wording such as PHOTOSHOP CC 1990-2017, artwork by ... to the left of her.  First it goes through "Scanning for Presets...".  This takes a few moments.  Then it is followed by "Initializing".  Which when it is properly loading, is just a flash followed by tems like "panels" and "preferences" etc prior to the actual program fully opening and loading. 

When the program fails to load, it goes through "Scanning for Presets...", then goes to "Initializing..." but hangs here for quite a while before the error window appears.  It goes no further past his point (i.e., no panels, plug-ins, preferences, etc) in the program opening before the program closes and displays the error window.

JJMack
Community Expert
JJMackCommunity Expert
Community Expert
February 5, 2018

richardg93196998  wrote

When the program fails to load, it goes through "Scanning for Presets...", then goes to "Initializing..." but hangs here for quite a while before the error window appears.  It goes no further past his point (i.e., no panels, plug-ins, preferences, etc) in the program opening before the program closes and displays the error window.

Could you give us some information the exact error window?

JJMack
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