Skip navigation
bosvark44
bosvark44 Calculating status...
Currently Being Moderated

Photoshop not working properly after new installation

Feb 11, 2013 3:42 PM

Tags: #photoshop #error #bridge #installation

I have a brand new Dell desktop that runs windows 8. I installed the Adobe Creative Suite 5.5 Master Collection and got a message saying that there were errors during installation and some things might not work properly. I uninstalled and did it a second time. Same message.

I then spoke with an  Adobe agent that helped me download a program to detect what the errors were. He said they were minor issues and shouldn't affect the programs. No help there.

I then spent hours today speaking with Dell on the phone and the rep took remote control of the computer and did a diagnostics check on the hardware. He said everything is fine. I asked him if it might be the video card needing an update so he ran an update. Same issues, no change.

We changed the compatability to windows 7 and still no change.

I then uninstalled the creative suite and tried installing it from the desktop. Still same problems.

These are the issues in photoshop:

 

1)When using certain tools (transform tool, crop tool) the images goes completely black.

2) The background switches at random- sometimes checkered, sometimes grey, and sometimes black.

3) Color saturation is incorrectly represented. It switches whenever it wants. For instance, when I zoom in and out it changes.

 

In Adobe Bridge some of the RAW images don't show in the program. Some I just can't open. Others open fine. Those images will open in Photoshop but not in Bridge.

 

So I have no idea what to do and this is becoming extremely frustrating. I should add I haven't had any problems with Lightroom and it works fine as far as I can tell.

 

What could be causing these issues? Could the install CD be damaged?

339 Views   8 Replies   Latest reply: Curt Y, Feb 12, 2013 6:38 AM
 
Replies
  • Chris Cox
    Currently Being Moderated
    1. Chris Cox,
    Feb 11, 2013 4:15 PM   in reply to bosvark44
    Report

    All 3 problems sound like bugs in your video card driver.

     

    Have you updated your video card driver from the GPU maker's website?

     
    |
    Mark as:
  • bosvark44
    Currently Being Moderated
    2. bosvark44,
    Feb 11, 2013 4:46 PM   in reply to Chris Cox
    Report

    The Dell rep updated the video card driver remotely for me this afternoon. It is a 1GB AMD Radeon HD 7770 graphics card. It didn't do a thing. Same problems.

     
    |
    Mark as:
  • Chris Cox
    Currently Being Moderated
    3. Chris Cox,
    Feb 11, 2013 4:54 PM   in reply to bosvark44
    Report

    Did he update it from AMD, Microsoft (mistake), or Dell (big mistake)?

     

    Again, the problems you describe are due to the video card or it's driver.

    For the time being you could turn off the GPU in Photoshop's preferences.

     

    But at some point you're going to want to make sure you have a working GPU system.

     
    |
    Mark as:
  • Curt Y
    Currently Being Moderated
    4. Curt Y,
    Feb 11, 2013 5:35 PM   in reply to bosvark44
    Report

    I agree with Chris that all your issues sound like video card driver problems, or a defective card.

     

    Go to the ATI website http://support.amd.com/us/gpudownload/Pages/index.aspx and get the latest update.  The catalyst 13.2 beta seems to work well with photoshop.

     
    |
    Mark as:
  • bosvark44
    Currently Being Moderated
    5. bosvark44,
    Feb 11, 2013 6:12 PM   in reply to Chris Cox
    Report

    I turned off the GPU in Photoshop's preferences as you suggested and everything seems to work properly now in Photoshop. In Adobe bridge the files are also all showing now and there doesn't seem to be the same issue there either.

    I also tried enabling the GPU and changing it to Basic and it continues to work, but when it is changed to advanced when enabled the problems arise again.

     

    So it seems as though the problem is with the video card or its driver as you said. I am not 100% sure that the Dell rep updated the driver from AMD but I am pretty sure he did. I did go to the AMD website and ran a program to detect if the driver needs to be updated and it resulted in a message saying that the driver is up to date and current.

     

    As you said this is just a temporary solution and I want to make sure I have a working GPU system. What do you think the problem is then? How would you suggest I proceed? Should I contact Dell and tell them the problem seems to be with the installed video card?

     
    |
    Mark as:
  • Curt Y
    Currently Being Moderated
    6. Curt Y,
    Feb 11, 2013 6:49 PM   in reply to bosvark44
    Report

    What version of the driver does it say you had?  12.8 and 13.2 beta seem to work well.  The ones between those versions have problems.

     
    |
    Mark as:
  • bosvark44
    Currently Being Moderated
    7. bosvark44,
    Feb 11, 2013 7:26 PM   in reply to Curt Y
    Report

    As far as I can tell it is now updated to 13.1 and has problems as you said the versions between 12.8 and 13.2 beta have. What is 13.2 beta? Why does it only update to 13.1 when using the updating device? It gives me a message that I have the most up to date version.

    I am going to call Dell again tomorrow and try and ask them to look into it again.

     

    The other thing I read on the AMD website is about the microsoft.net framework. Do I need to also install this or should it already be on the computer with Windows 8?

     
    |
    Mark as:
  • Curt Y
    Currently Being Moderated
    8. Curt Y,
    Feb 12, 2013 6:38 AM   in reply to bosvark44
    Report

    Had another thought.  Do you have an onboard GPU also?  If so disable it as PS has trouble with 2 dissimilar cards.

     
    |
    Mark as:
Actions

More Like This

  • Retrieving data ...

Bookmarked By (0)

Answers + Points = Status

  • 10 points awarded for Correct Answers
  • 5 points awarded for Helpful Answers
  • 10,000+ points
  • 1,001-10,000 points
  • 501-1,000 points
  • 5-500 points