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Coestar
Currently Being Moderated

Photoshop CS5 12.1 Eventually Won't Open Files or New Documents

Jun 28, 2012 1:37 PM

Tags: #photoshop #problem #cs5 #help #issue #photoshop_cs5 #troubleshoot

I have been experiencing a problem with Photoshop CS5 12.1 in which, after a variable amount of time from a system restart, Photoshop will no longer open files or create new ones.  It is very difficult to search for and/or explain the nature of this problem, but I will try my best.

 

Photoshop behaves completely normally after a fresh reboot of Windows until this problem presents itself.

 

The problem has manifested itself during use and before use.  If it occurs during use, it seems that various features of Photoshop stop working.  For example: I can't save files that are open.  Photoshop will go through the motions of doing a "File > Save as...", but nothing happens on the file system.  Restarting Photoshop at this point does not resolve the problem.

 

If Photoshop is already in this non-functional state upon opening, files cannot be opened nor new files created.  Here is what happens during an attempt to open a file:

  1. Click "File > Open..."
  2. Open dialog is shown, I browse to select a ".psd" file to open
  3. Once file is selected, click "Open" button on dialog
  4. Dialog disappears, but document never opens

 

If I try to use "File > New...", the New dialog never appears.

 

Once in this state, the only way to use Photoshop normally again is to do a full system reboot.  This seems to indicate that something is slowly happening on my system (such as RAM usage) that eventually renders Photoshop inoperable.  However, at the time of failure, there appears to be ample resources available for Photoshop to use.  It has been difficult to troubleshoot this problem beyond this point.

 

Please let me know if I need to clarify any of this further.

 

System Information Dumps:

PS Sysinfo (post failure) http://pastebin.com/raw.php?i=9N53jGQC

DXDiag (post failure) http://pastebin.com/raw.php?i=x5euCLqn

 

If it would be useful to include information from a fresh restart (pre failure), please let me know and I will provide those too.

 

Thanks for your help!

 
Replies 1 2 Previous Next
  • Currently Being Moderated
    Jun 28, 2012 1:59 PM   in reply to Coestar


    How much free space do you have on your hd?  Should have 10-20% free space.

     

    You also have an old ATI driver, but that is probably not problem.  The best is not latest. Get the 12.2 version.

     
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  • Noel Carboni
    23,534 posts
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    Jun 28, 2012 2:49 PM   in reply to Coestar

    Is your Photoshop scratch drive pointed somewhere else?  37 GB free isn't really enough free space for scratch use.

     

    -Noel

     
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  • Currently Being Moderated
    Jul 4, 2012 6:30 PM   in reply to Coestar

    I have the same problem. The problem remained with the beta cs6.

     
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  • Noel Carboni
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    Jul 27, 2012 2:17 PM   in reply to Coestar

    Well, there is an error log, but it's usually pretty cryptic.  Not sure you've looked there yet...

     

    On a Windows 7 x64 system, for Photoshop CS5 it's here: 

    C:\Users\YourUsername\AppData\Roaming\Adobe\Adobe Photoshop CS5\Adobe Photoshop CS5 Settings\PSErrorLog.txt

     

    For what it's worth I run my Windows 7 system for as long as it takes between reboots because of Windows Updates - often 2 weeks or longer - and I've not seen a failure to be able to do file operations in Photoshops CS4, CS5, or CS6, so at least it's not an inherent problem with Photoshop.

     

    I wouldn't bet that Photoshop CS6 is going to solve this for you.

     

    Besides the log I mentioned above, have you looked in the Windows event logs?

     

    -Noel

     
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  • Noel Carboni
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    Jul 27, 2012 2:45 PM   in reply to Coestar

    Coestar wrote:

     

    The Windows event logs offered nothing of value, at least without having any idea what to look for.  There are no criticals at all for any reason.  I searched through errors/warnings/verbose for "adobe," but found nothing significant or specific to Photoshop.

     

    I was thinking you should look for disk errors or maybe resources getting used up by the Workstation or Server services.  But I assume you've scanned through the recent entries in the System log and would have seen anything that seemed out of the ordinary.

     

    You mentioned the GPU...  You took the same video card to the other system, right?  Did you check the manufacturer's web site for the latest display driver?  Display driver updates fix SO many wildly different problems.

     

    -Noel

     
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  • Noel Carboni
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    Jul 27, 2012 3:17 PM   in reply to Coestar

    Possibly more pertinent than what you've installed is what's starting up and running in the background.

     

    From time to time I like to look over the list of software running on my system via a very cool free app by one of the Microsoft people called AutoRuns.  Maybe looking at the list of things started via the various Run keys, your Startup group, or as services might yield some ideas.

     

    http://technet.microsoft.com/en-us/sysinternals/bb963902.aspx

     

    You say Photoshop seems to save the file, but it just never makes it to the disk at all?  That's beyond weird.  It says that something is interfering with basic file system operations, which is scary.

     

    -Noel

     
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  • Noel Carboni
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    Jul 27, 2012 4:47 PM   in reply to Coestar

    I guess I would suggest disabling most or all the stuff in the Run keys and giving it a try.  I don't think all of what you've got running is necessary, and maybe one of the programs is somehow using up resources.

     

    I'm assuming you can reproduce the problem on demand.

     

    If you do manage to resolve it, then you can methodically re-enable things until you find the program that causes it.

     

    -Noel

     
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  • Noel Carboni
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    Jul 27, 2012 4:49 PM   in reply to Noel Carboni

    Oh, and remember to reboot after making changes, in case that's not obvious.  :)

     

    -Noel

     
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  • Noel Carboni
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    Jul 30, 2012 5:07 AM   in reply to Coestar

    Not that I want you to run without games, but you should of course at least try temporarily disabling Steam.

     

    I'm out of ideas on this one.  I can only think that you should start to suspect something basic, such as your antimalware software or hardware drivers.  I can only assure you it doesn't do what you describe on all systems.

     

    Just to reiterate...  Correct me if I'm wrong here:  You try to save a PSD file, and Photoshop goes through all the motions of saving it, but then you can't find it on disk, with either Photoshop File - Open or by looking in Explorer. 

     

    Please allow me to ask some more questions, since with a problem this sticky there's a possibility we missed something basic...

     

    • Are you sure of the folder you're saving into?  You don't have two, one on a main disk and one on a backup, maybe, that look similar?  Check all the way to the root.

     

    • Is the path where you're trying to save a hard drive path (e.g., that starts with a drive letter, not in a library or something)?

     

    • Does the drive controller activity light come on during saving?

     

    • When it occurs, it's then repeatable from then on?  Perhaps opening up the Resource Monitor application, Disk tab, and watching what's getting written (if anything) would be interesting.

     

    • There's never anything more written into PSErrorLog.txt?

     

    • Does the problem occur with multiple different file formats (Save As JPEG, PNG, PSD, TIFF,. etc.)?

     

    • Have you checked the disk file system structure with CHKDSK?

     

     

    -Noel

     
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  • Noel Carboni
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    Jul 30, 2012 9:18 AM   in reply to Coestar

    Thanks for recording the video.  That fully expressed that the problem is beyond what I had perceived it to be.

     

    When you have the situation noted occur, and you close Photoshop, do you find it still active in your Processes list in Task Manager?

     

    -Noel

     
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  • Noel Carboni
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    Jul 30, 2012 9:42 AM   in reply to Coestar

    Well, that puts to rest the thought that maybe a thread is hung.

     

    The symptom that Photoshop never even puts up the File - New dialog has got to be key here somehow...  I'm pretty sure that dialog doesn't rely on Explorer or any components external to Photoshop, and something must have gone awry in the GDI or display driver for it to just fail to display the dialog like that.

     

    I really think the Adobe technical folks (e.g., Chris Cox) are going to have to take notice of this thread and your issue to take you any further.  This is a tough one!

     

    Last gasp thought:  Have you changed anything on the desktop (e.g., font, metrics for sizes of things, added a skinning tool, etc.)?  I see that Aero Glass is not running on your desktop...  Why is that?  Your choice?

     

    By the way, if you just run Photoshop and not other parts of the Creative Suite you don't need the Switchboard service running.

     

    -Noel

     
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  • Currently Being Moderated
    Aug 8, 2012 3:22 AM   in reply to Coestar

    Hi,

     

    I am having the exact same issues as Coestar after upgrading to CS6. I.e the intermitent problem of Photoshop opening and being responsive, but not opening or creating a new document.

     

    I have spent days scanning the internet and trying everything I can think of but with no luck.

     

    I was wondering if any of you came a cross a solid solution to the issue? Or if not what you think the short list of causes are?

     

    If you could shed some light on this it would be greatly appreciated.

     

    Thanks in advance.

     

    Morgan

     
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  • Currently Being Moderated
    Aug 8, 2012 9:55 AM   in reply to Coestar

    Hi Coestar,

     

    Here's the info you asked for.

     

    PS System Info Pre Failure:     http://pastebin.com/raw.php?i=uC2KG797

    DxDiag Pre Failure:                  http://pastebin.com/raw.php?i=4icMymNx

     

    They are pre failure as I cant make the issue replicate on demand unfortunately.

     

    As I mentioned in my previous post, the issue has only arrisen in the last few days after upgrading to CS6. I had been running CS5 for 2 years before with no issues at all.

     

    Also from trauling around the internet over the last few days there appear to be a few recurring themes about what might be causing the issue and ways to solve it. Ive listed the most common ones below to see if any of them stand out for you. Perhaps something we both have in common? Apologies if im repeating anything from earlier in the thread.

     

    Deleting PS preferences.

    Setting up new user account.

    Changing the default printer.

    Not using a logitech keyboard / setpoint / shortcuts.

    Conflicts with nVidia graphics cards.

    Use of dual monitors.

    Adobe flash conflict.

     

    To be honest from all I've read I think theres no definate answer and people are just guessing and getting lucky with results. As im sure you've found the issue appears to come and go as it pleases.

     

    Are you still experiencing the issue?

     

    Morgan

     
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  • Currently Being Moderated
    Aug 8, 2012 10:07 AM   in reply to MorganG9869

    >> LogMeIn Mirror Driver

     

    That's caused problems for some other users.

    The system reboot probably means that you're looking at an OS or driver state that causes the problem -- otherwise Photoshop would recover when it was relaunched.

     
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  • Currently Being Moderated
    Aug 8, 2012 12:46 PM   in reply to Coestar

    Ive not heard of LogMeIn being mentioned on other forums, and I dont have it installed so that isnt it in this case.

     

    From what I understood of your original post, my problem is the same...

     

    1. Photoshop opens and is responsive. ie. I can select tools and navigate menus.

    2. When i go File>New. No dialogue appears.

    3. When I go File>Open. Dialogue box appears, I select a file to open, dialogue box closes but nothing happens.

    4. Restarting Photoshop doesnt solve issue.

    5. System resart solves most of the time.

    6. Problem is not always present. Sometimes doesnt happen, sometimes happens on first launch, sometimes after a few hours use.

     

    Is this the same?

    I agree that it is probably an OS or driver issue. But so far from what I can tell we have no idea exactly what it is. Thats why I was hoping that myself and Coestar could find some common hardware/software configurations from the info I provided, or the list of common so called fixes that I listed.

     

    Morgan

     
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  • Noel Carboni
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    Aug 8, 2012 1:34 PM   in reply to MorganG9869

    You definitely DO have parts of it installed.

     

    -Noel

     
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  • Currently Being Moderated
    Aug 8, 2012 1:37 PM   in reply to Noel Carboni

    I have used LogMeIn in the past, but no longer have it installed. I agree that its a bad thing that its still showing up. Theres nothing more annoying than software that leaves remnants of itslef after removal.

     

    I guess ill follow the advice here to remove it? http://community.logmein.com/t5/Free/MANUAL-UNINSTALL/td-p/18918

     

    Also, apologies if im missing something, but I dont understand how a video/graphic/driver issue could be causing the Photoshop problem?

     

    Morgan

     
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  • Currently Being Moderated
    Aug 8, 2012 1:54 PM   in reply to MorganG9869

    A little further information.

     

    Although I can't say for sure when the problem started as I havent been running CS6 that long, and havent needed Photoshop that much recently, around the time I noticed the issues I had just updated the following...

     

    Adobe Flash Player11 ActiveX

    Adobe Flash Player11 Plugin

    Download Accelerator Plus (DAP)

    Microsoft Sync Framework 2.0 Provider Services

    Microsoft Sync Framework 2.0 Core Components

    SyncToy 2.1

     

    Also Dropbox and Spotify updates a few day prior to the above. Probably too far to be concidered.

     

    Morgan

     
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  • Currently Being Moderated
    Aug 11, 2012 7:15 AM   in reply to MorganG9869

    Hey just wanted to relay what I did to fix this problem and maybe it will help you...first I performed a clean install of win7 on a new SSD. Then without installing anything else just the hardware drivers for my system I installed cs6. Low and behold the problem was STILL there. So this pretty much confirmed what I suspected that it was a hardware issue. Since I was planning on upgrading my video card anyway's and this seemed like the most obvious culprit I started there. I upgraded from my old quadro fx 1700 to a quadro 4000 and the problem is no more!!!! Maybe it had to do with the way I installed the drivers that I had not done before or maybe it was the hardware I'm not sure. Before I installed the new card I used driver sweeper to completely remove any old nvidia drivers...then installed the new card and drivers. Good luck guys I know how frustrating this problem is and how much time it took out of my life.

     
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  • Currently Being Moderated
    Aug 13, 2012 8:06 AM   in reply to xxLordSnowxx12

    Thanks to you both for the help. Removing the LogMeIn driver, plus a good overhaul and cleanup of my machine including updating the nVidea drivers, appears to have done the trick. For now atleast so fingers crossed.

     

    Cheers.

     

    Morgan

     
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  • Currently Being Moderated
    Nov 24, 2012 12:00 PM   in reply to Coestar

    I seem to be having the same issue with PS (CS5)

     
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