8 Replies Latest reply: Apr 7, 2012 1:55 PM by Noel Carboni RSS

    How can I diagnose an intermittent crash when saving in Photoshop CS5 in Windows 7 (64bit)?

    cranberryclaire

      Hello,

       

      I have been experiencing an intermittent crash of Photoshop CS5 in Windows 7 when saving. I cannot effectively reproduce the problem and am having difficulty diagnosing the cause of the it. I have updated Photoshop to 12.0.4.0 and still experience the crash. Can someone offer advice as to how to resolve this issue? It is troublesome since I lose all my work without any means of recovery when it happens.

       

      Hardware:

      AMD Phenom II X4 965 3.4GHz

      8GB RAM

      AMD Radeon HD 5450

       

      Software:

      Windows 7 Home Premium Version 6.1 (Build 7601: Service Pack 1)

      Photoshop CS5 12.0.4 x64

       

      Thanks in advance.

       

      Susan

        • 1. Re: How can I diagnose an intermittent crash when saving in Photoshop CS5 in Windows 7 (64bit)?
          the_wine_snob Community Member

          I would start at Event Viewer, to see what is going on, at the time of the crash/hang.

           

          This ARTICLE, while written more with Premiere Pro in mind, will give you some pointers on what to look for in Event Viewer.

           

          Also, crashes, while Saving, are often caused by real-time anti-virus/malware scanning, or by Windows Indexing. Check those out too.

           

          Good luck,

           

          Hunt

          • 2. Re: How can I diagnose an intermittent crash when saving in Photoshop CS5 in Windows 7 (64bit)?
            cranberryclaire Community Member

            Hunt,

             

            Thanks for the advice. Here is what I have done so far which has not alleviated the crashes while saving:

             

            • Only run the application as administrator
            • Clear the preferences file
            • Disabled virus checking on files I am using
            • Disabled virus checking on file writes (just in case the above was not enough)

             

            Looking at the Event Viewer, these are 3 events logged around the time of the crash (I created a view to include all events within 10 minutes of the crash). Details below (pardon the xml - it is how the event is copied out):

             

            Log Name:      System

            Source:        Service Control Manager

            Date:          3/24/2012 6:15:11 PM

            Event ID:      7036

            Task Category: None

            Level:         Information

            Keywords:      Classic

            User:          N/A

            Computer:      rocinante

            Description:

            The Application Experience service entered the running state.

            Event Xml:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

                <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />

                <EventID Qualifiers="16384">7036</EventID>

                <Version>0</Version>

                <Level>4</Level>

                <Task>0</Task>

                <Opcode>0</Opcode>

                <Keywords>0x8080000000000000</Keywords>

                <TimeCreated SystemTime="2012-03-24T22:15:11.759925300Z" />

                <EventRecordID>43050</EventRecordID>

                <Correlation />

                <Execution ProcessID="612" ThreadID="3472" />

                <Channel>System</Channel>

                <Computer>rocinante</Computer>

                <Security />

              </System>

              <EventData>

                <Data Name="param1">Application Experience</Data>

                <Data Name="param2">running</Data>

                <Binary>410065004C006F006F006B00750070005300760063002F0034000000</Binary>

              </EventData>

            </Event>

             

            Log Name:      Microsoft-Windows-Application-Experience/Program-Telemetry

            Source:        Microsoft-Windows-Application-Experience

            Date:          3/24/2012 6:15:10 PM

            Event ID:      500

            Task Category: None

            Level:         Information

            Keywords:     

            User:          rocinante\susan

            Computer:      rocinante

            Description:

            Compatibility fix applied to C:\Windows\system32\DllHost.exe.

            Fix information: RunAsAdmin, {f5ac3378-b8e4-4f9b-aa9a-d839e5b1ef06}, 0x40102.

            Event Xml:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

                <Provider Name="Microsoft-Windows-Application-Experience" Guid="{EEF54E71-0661-422D-9A98-82FD4940B820}" />

                <EventID>500</EventID>

                <Version>0</Version>

                <Level>4</Level>

                <Task>0</Task>

                <Opcode>0</Opcode>

                <Keywords>0x1000000000000000</Keywords>

                <TimeCreated SystemTime="2012-03-24T22:15:10.221899700Z" />

                <EventRecordID>123</EventRecordID>

                <Correlation />

                <Execution ProcessID="4924" ThreadID="4796" />

                <Channel>Microsoft-Windows-Application-Experience/Program-Telemetry</Channel>

                <Computer>rocinante</Computer>

                <Security UserID="S-1-5-21-4242290351-10392916-364331048-1000" />

              </System>

              <UserData>

                <CompatibilityFixEvent xmlns:auto-ns2="http://schemas.microsoft.com/win/2004/08/events" xmlns="http://www.microsoft.com/Windows/Diagnosis/PCA/events">

                  <ProcessId>4924</ProcessId>

                  <StartTime>2012-03-24T22:15:10.140898300Z</StartTime>

                  <FixID>{F5AC3378-B8E4-4F9B-AA9A-D839E5B1EF06}</FixID>

                  <Flags>0x40102</Flags>

                  <ExePath>C:\Windows\system32\DllHost.exe</ExePath>

                  <FixName>RunAsAdmin</FixName>

                </CompatibilityFixEvent>

              </UserData>

            </Event>

             

            Log Name:      ACEEventLog

            Source:        ACEEventLogSource

            Date:          3/24/2012 6:10:07 PM

            Event ID:      0

            Task Category: None

            Level:         Information

            Keywords:      Classic

            User:          N/A

            Computer:      rocinante

            Description:

            0000000053: 2012-03-24 18:10:07:112    Exception <Saving Xml Document>: Access to the path 'C:\ProgramData\ATI\ACE\Profiles.xml' is denied.

            Exception  Called by: ATI.ACE.APM.Server.XmlDocumentSaver::SaverWorker                                                  processID:03216 threadID:(                ) domainName:(CCC.exe                    ) assemblyName:(APM.Server, Version=3.5.4268.23115, Culture=neutral, PublicKeyToken=90ba9c70f846762e)

            ****************************************************************************************** ******************************

             

             

            Event Xml:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

                <Provider Name="ACEEventLogSource" />

                <EventID Qualifiers="0">0</EventID>

                <Level>4</Level>

                <Task>0</Task>

                <Keywords>0x80000000000000</Keywords>

                <TimeCreated SystemTime="2012-03-24T22:10:07.000000000Z" />

                <EventRecordID>3086</EventRecordID>

                <Channel>ACEEventLog</Channel>

                <Computer>rocinante</Computer>

                <Security />

              </System>

              <EventData>

                <Data>0000000053: 2012-03-24 18:10:07:112    Exception &lt;Saving Xml Document&gt;: Access to the path 'C:\ProgramData\ATI\ACE\Profiles.xml' is denied.

            Exception  Called by: ATI.ACE.APM.Server.XmlDocumentSaver::SaverWorker                                                  processID:03216 threadID:(                ) domainName:(CCC.exe                    ) assemblyName:(APM.Server, Version=3.5.4268.23115, Culture=neutral, PublicKeyToken=90ba9c70f846762e)

            ****************************************************************************************** ******************************

            </Data>

              </EventData>

            </Event>

             

             

            I am not sure if any of these are related to my photoshop use since none of them reference the executable. Yet, maybe they are inadvertently influencing its operation? I will look at indexing settings next and keep pressing forward.

            • 3. Re: How can I diagnose an intermittent crash when saving in Photoshop CS5 in Windows 7 (64bit)?
              cranberryclaire Community Member

              I have continued this investigation without any solution thus far.

               

              Here are a few more things I tried which have not alleivate the problem:

              • Disable windows indexing
              • Disable MS Application Experience
              • Disable anti-virus
              • Check the RAM - used MemTest - RAM is fine

               

              The only new clue is this, which may be unrelated: the last time photoshop crashed while saving, the music player I was using stopped working. It runs via a web browser (I was using Chrome) and uses a flash audio player.

               

              This remains frustrating.

              • 4. Re: How can I diagnose an intermittent crash when saving in Photoshop CS5 in Windows 7 (64bit)?
                Curt Y Community Member

                Not the regular Event Log I have seen.  Not an expert here but once you open the Event Viewer look at upper left side, expand windows log and click on Application. 

                 

                Look for error event entries, and if you see one with Source Application Error click on that.  You are looking for the Faulting Module.  This is usually where the error lies if it is a conflicting program.

                • 5. Re: How can I diagnose an intermittent crash when saving in Photoshop CS5 in Windows 7 (64bit)?
                  Noel Carboni Community Member

                  Have you updated your display driver from ATI's web site (it's really AMD's web site)?

                   

                  Catalyst 12.3 seems to be a good release.

                   

                  -Noel

                  • 6. Re: How can I diagnose an intermittent crash when saving in Photoshop CS5 in Windows 7 (64bit)?
                    cranberryclaire Community Member

                    I posted all the events that occurred at the time of that crash. There were no Source Application Errors.

                    • 7. Re: How can I diagnose an intermittent crash when saving in Photoshop CS5 in Windows 7 (64bit)?
                      cranberryclaire Community Member

                      Here is my graphics driver information:

                       

                      Driver Packaging Version8.892-110914m-125030C-ATI
                      Catalyst Version11.9
                      ProviderATI Technologies Inc.
                      2D Driver Version8.01.01.1186
                      2D Driver File Path/REGISTRY/MACHINE/SYSTEM/ControlSet001/Control/CLASS/{4D36E968-E325-11CE-BFC1-08002BE10318 }/0000
                      Direct3D Version7.14.10.0860
                      OpenGL Version6.14.10.11079
                      AMD VISION Engine Control Center Version2011.0908.1355.23115
                      AMD Audio Driver Version7.12.0.7702

                       

                      I'll try updating to the latest version of Catalyst.

                       

                      If that doesn't work, I'm not sure what else to try. I may simply reinstall Windows and Photoshop and hope that this resolves the issue.

                      • 8. Re: How can I diagnose an intermittent crash when saving in Photoshop CS5 in Windows 7 (64bit)?
                        Noel Carboni Community Member

                        Good move, 12.3 is a better version for running Photoshop than 11.9.

                         

                        -Noel