Adobe Programs Crashing

[kevino80587381]

I have been having issues the last few days with my adobe programs crashing. It started the other day with Photoshop CS6. At seemingly random times (some times when opening a file, some times when editing a layer, some times when adding text to a layer, etc.) the program would just stop working and give the following error:

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: Photoshop.exe

  Application Version: 13.0.1.34

  Application Timestamp: 5269b25c

  Fault Module Name: ig9icd64.dll

  Fault Module Version: 21.20.16.4627

  Fault Module Timestamp: 58c19d89

  Exception Code: c0000005

  Exception Offset: 00000000005e6430

  OS Version: 6.1.7601.2.1.0.256.4

  Locale ID: 1033

  Additional Information 1: 5ff5

  Additional Information 2: 5ff5fe5f57475e7034b5aede5c4df334

  Additional Information 3: a91c

  Additional Information 4: a91c53146e67418e2603943c4a391e54

Read our privacy statement online:

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:

  C:\Windows\system32\en-US\erofflps.txt

Then, the same thing started happening with Premiere Pro CC. Any time I try to open a file with the media browser, the program crashes. I've tried several different files but all of them just result in the program crashing and giving the following error:

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: Adobe Premiere Pro.exe

  Application Version: 12.0.1.69

  Application Timestamp: 5a4defd6

  Fault Module Name: ig9icd64.dll

  Fault Module Version: 21.20.16.4627

  Fault Module Timestamp: 58c19d89

  Exception Code: c0000005

  Exception Offset: 00000000005e6430

  OS Version: 6.1.7601.2.1.0.256.4

  Locale ID: 1033

  Additional Information 1: 0da1

  Additional Information 2: 0da120aa35d3635cca041c493592cea9

  Additional Information 3: bc82

  Additional Information 4: bc82e3589756395888daf324dc3dbccd

Read our privacy statement online:

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:

  C:\Windows\system32\en-US\erofflps.txt

Here are my computer specs. Its a work laptop and my IT guys have assured me I should have no problem running the programs.

Windows 7 Enterprise

Service Pack 1

64-bit Operating System

Intel Core i5-6300U CPU @ 2.40GHz

8.00 GB RAM

Intel HD Graphics 520

[Peferling]

fault with ig9icd64.dll.  That is your intel graphics driver.  Did you or windows apply and update recently?

If you so, and you have system restore enabled, you might want to recover to a restore point prior to the update.

[kevino80587381]

It is a "new" work laptop given to me a few days ago as an "upgrade" from my previous old laptop. I looked on the intel site for a new driver but when I try to install the windows 7 64-bit driver it says its not compatible with my operating system.

[Peferling]

Typically, the OEM of your PC will have an optimized driver.  Check there and/or try to use an older driver, if Intel no longer supports Win 7 for your config.

[kevino80587381]

Okay, so I was able to update the driver via Dell's website, however, the issue is still happening. I have tried the newest version of the driver:

21.20.16.4727

As well as rolling back to a previous version by manually installing it:

21.20.16.4574

both give the same error as above expect with the new driver version in its place:

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: Photoshop.exe

  Application Version: 13.0.1.34

  Application Timestamp: 5269b25c

  Fault Module Name: ig9icd64.dll

  Fault Module Version: 21.20.16.4727

  Fault Module Timestamp: 595654b0

  Exception Code: c0000005

  Exception Offset: 00000000005e5bc0

  OS Version: 6.1.7601.2.1.0.256.4

  Locale ID: 1033

  Additional Information 1: 5ff5

  Additional Information 2: 5ff5fe5f57475e7034b5aede5c4df334

  Additional Information 3: 2e4b

  Additional Information 4: 2e4bf3ed6d8acb4d793091e9ccae3404

[Peferling]

I have a three year old E7440 that I used for field work, with intel 4400, using a much older driver of course, (10.18.10.3412), and Adobe 2018 apps are working on that.

How much RAM do you have in that machine? I installed 16GB, as 8 was too sluggish.

[kevino80587381]

The laptop has 8 GB of RAM currently. The photoshop version I usually use is CS6 and had no issues with it on my old work laptop that was several years old. Its only since getting my "upgrade" that I started to experience issues. I do have CC 2018 apps installed as well, but that gives a different error upon launching and won't even open the program:

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Photoshop CC" applicationVersion="19.1.0" build="20180116.r.238">

<time year="2018" month="1" day="31" hour="9" minute="37" second="25"/>

<user guid="91294b67-da25-4ddf-8c43-4a7ceeaa6f2c"/>

<system platform="Windows 7 Enterprise" osversion="6.1" osbuild="7601" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="7839" machine="Intel(R) Core(TM) i5-6300U CPU @ 2.40GHz" model="Intel64 Family 6 Model 78 Stepping 3" cpuCount="4" cpuType="8664" cpuFreq="2496 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x000007FEB4AF65A0">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x000007FEB4AF65A0" symbolname="AGMTerminate"/>

<stackStatement index="1" address="0x000007FEE99681F4" symbolname="seh_filter_exe"/>

<stackStatement index="2" address="0x0000000149CF6EDD" symbolname="deepcut::PostProc"/>

<stackStatement index="3" address="0x000007FEE9E4C150" symbolname="_C_specific_handler"/>

<stackStatement index="4" address="0x00000000775F812D" symbolname="RtlDecodePointer"/>

<stackStatement index="5" address="0x00000000775E855F" symbolname="RtlUnwindEx"/>

<stackStatement index="6" address="0x000000007761BCB8" symbolname="KiUserExceptionDispatcher"/>

<stackStatement index="7" address="0x000007FEACA170C0" symbolname="DrvValidateVersion"/>

<stackStatement index="8" address="0x000007FEAC752BCB" symbolname="DrvGetLayerPaletteEntries"/>

<stackStatement index="9" address="0x000007FEAC5E81FC" symbolname="DrvGetLayerPaletteEntries"/>

<stackStatement index="10" address="0x000007FEAC5D8078" symbolname="RegisterProcTableCallback"/>

<stackStatement index="11" address="0x000007FEAC5DCC4E" symbolname="DrvGetLayerPaletteEntries"/>

<stackStatement index="12" address="0x000007FEAC5DE55B" symbolname="DrvGetLayerPaletteEntries"/>

<stackStatement index="13" address="0x000007FEAC525770" symbolname="RegisterProcTableCallback"/>

<stackStatement index="14" address="0x000007FEAC454DC4" symbolname="unknown"/>

<stackStatement index="15" address="0x000007FEAC9B2879" symbolname="DrvSetContext"/>

<stackStatement index="16" address="0x000007FEF17E517E" symbolname="wglSwapLayerBuffers"/>

<stackStatement index="17" address="0x000007FEF17E5604" symbolname="wglMakeCurrent"/>

<stackStatement index="18" address="0x000007FEB3136A7E" symbolname="unknown"/>

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<stackStatement index="23" address="0x000007FEB30ED9F0" symbolname="unknown"/>

<stackStatement index="24" address="0x000007FEB3145979" symbolname="PluginMain"/>

<stackStatement index="25" address="0x000007FEB3145244" symbolname="PluginMain"/>

<stackStatement index="26" address="0x000007FEB313D16A" symbolname="unknown"/>

<stackStatement index="27" address="0x000007FEB3139DB3" symbolname="unknown"/>

<stackStatement index="28" address="0x00000001479D1E43" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="29" address="0x00000001479D2F20" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="30" address="0x00000001479D15FC" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="31" address="0x00000001479D1854" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="32" address="0x00000001479D3369" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="33" address="0x0000000148B23111" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="34" address="0x0000000147DC9FD2" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="35" address="0x000000014948FB58" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map&#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

<stackStatement index="36" address="0x0000000149A9B327" symbolname="deepcut::PostProc"/>

<stackStatement index="37" address="0x00000000773C59CD" symbolname="BaseThreadInitThunk"/>

<stackStatement index="38" address="0x00000000775FA561" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000005894960"/>

<register name="RBX" value="0x000007FEB4AF65A0"/>

<register name="RCX" value="0x000000000000000B"/>

<register name="RDX" value="0x0000000005894A20"/>

<register name="RSI" value="0x000000000000000B"/>

<register name="RDI" value="0x00000000003B12E0"/>

<register name="RSP" value="0x000000000013CE58"/>

<register name="RBP" value="0x000000000013CEF0"/>

<register name="RIP" value="0x000007FEB4AF65A0"/>

<register name="EFL" value="0x0000000000010246"/>

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

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

</registerSet>

<binaryImageSet>

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[kevino80587381]

Okay, so after a bit of trial and error, I've found that if I disable my "Intel HD Graphics 520" display adapter via device manager, I can open all the adobe programs without any errors or issues at all. However, disabling the card kills my second monitor which I need for work. I tried updating the graphics driver, as well as uninstalling the driver completely and reinstalling it, but no luck. As long as the graphic card is enabled, I get the errors above.

[Peferling]

I hate to suggest that you throw money at it, but adding another 8GB of ram to my machine did wonders, (since the HD is shared ram card, you need more RAM and life starts at 16 GB).

[kevino80587381]

I would love to have 16GB, but unfortunately this is a laptop given to me by my work so I can't go upgrading it myself. I can put in a request to have RAM added to it, but since my co-worker has a similar laptop with 8GB and has no problem running the programs, I doubt it will be approved by the higher ups

[Peferling]

So, you have another pc on site, same configuration, that is running the software correctly?  Are you sure it's identical?  Same graphic card or something else?  The intel chips are a shared ram scheme.  The fact that you have to disable the second monitor to get functionality is telling you that it needs more RAM to do both, (that's your justification for a request).

Maybe you could go into the settings and allot more RAM to the chipset?  (I don't have the same chipset as yours and that feature is disabled).  Be careful, you might run into out of memory issues or thing could slow down.

Control Panel, Display, Screen Resolution, click on Advanced settings.  The properties panel will tell you how much ram is dedicated and what is shared.  Click on the troubleshooting tab.  If the change settings button is enabled, hopefully, you should be able to allocate more ram to the chipset.

If not, then demonstrate that you cannot run both the app and have two monitors because you are lacking the ram.  It's either or.

[yenaphe]

You should try to update your graphic card not from intel, but from your PC maker brand. This is because the intel graphic card is usually part of the laptop motherboard, and optimized drivers will be found with the motherboard driver.

Hope this helps,

Seb

[kevino80587381]

Hi Seb,

I tried this, but still no go. I was able to get the driver from Dell's website, as the laptop is a Dell, but the issue still remains the same. I tried both the newest version of the driver, as well as a previous version but the error remains. Here are the versions I have tried:

21.20.16.4627

21.20.16.4727

21.20.16.4574