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FAQ: I found a bug. How do I write a useful bug report? Or send bug files to Adobe?

May 7, 2012 6:18 PM

Tags: #problem #crash #bug #freeze #faq #report

If you think you've found a bug in Photoshop CS6, please post your findings here on the forums.

Here is a list of the information we'll want for you to gather at a minimum:

 

  • Clear and concise steps so that someone who isn't in front of your comptuer can reproduce the issue you are seeing
  • Include information on the operating system/version you are running. (e.g. "Mac OS 10.7.3" or "Win XP Service Pack 3")


 

Here are some more detailed instructions for writing a useful, complete bug report for us on the forums:

 

  1. Provide a descriptive title that includes your OS information:
    • Example: "Photoshop crashes when I save a JPEG file using the File>Save For Web & Devices... command (Mac OS 10.7.3)"
  2. Provide concise, step-by-step details on how to reproduce the issue you are seeing.
    • Example:
      1. Open an 8-bit, RGB image by selecting File>Open...
      2. Create a new layer by clicking the "Create New Layer" button on the bottom of the Layers panel
      3. Paint on the layer created in Step #2 using the default Brush tool
      4. Choose File>Save For Web & Devices...
      5. Make sure the optimized format is set to "JPEG" and set the Quality setting to "80"
      6. Click the Save button at the bottom of the Save For Web & Devices dialog, choose the desktop as the location for saving the file
  3. Provide a description of the "Result" you are observing:
    • Example: "Result: Photoshop crashes"
    • If there is an error dialog, please include the exact wording displayed in the dialog or provide a screen shot or video of the entire screen so we can see the dialog as well as the state of the application - i.e. what panels are shown, the state of the Layers panel, etc.
    • If the error is a visual defect, either in the user interface or the image itself, provide a screen shot or video of the entire screen so we can see the dialog as well as the state of the application - i.e. what panels are shown, the state of the Layers panel, etc.
  4. Provide a description of the "Expected Result":
    • Example: "Expected Result: Photoshop to save JPEG file to the desktop, no crash"
    • In some cases this may be obvious (such as in the case of a crash) but in others, what you expect to happen may be different than what the application was designed to do. Please be as specific as possible.
  5. Provide the crash log by submitting all crash reports, including your email address, for every single crash your encounter:
    • You may also include the contents of your crash log in your forum posts as well, but always submit them using the above instructions as well.
    • Crash logs are located on Macintosh here: Users/<your user name>/Library/Logs/CrashReporter
  6. Provide your System Info from Photoshop:
    • What's even more useful is if you can share your System Info from Photoshop as it contains all kinds of useful information (OS/version, graphics card, driver version, 3rd party plug-ins used, etc) that will help the team track down your issue.

 

 

On occasion, the Photoshop engineers may request that you provide problematic files in order to reproduce and debug your issue.

 

In these cases, please post the file somewhere using your own servers or one your favorite online document/distribution services and provide a URL/instructions to download the file:

 

 

If the file isn't something you can post publically, you can request that someone from the engineering team contact you to figure out a secure way to get the affected files.

 

Thanks,

 

The Photoshop Development Team

 

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