27 Replies Latest reply: Mar 22, 2013 12:32 PM by the_wine_snob RSS

    CS6 64 hangs-why?

    TrekkerRML Community Member

      Just installed Photoshop CS6 Extended on two 64 bit Windows 7 machines. One went fine--a clean install on a workstation with no prior CS versions.

       

      Second machine, a laptop,  not so good. The 64 bit version hangs as soon as I try to open a file, even using File > New. The program is totally hung and nonresponsive at that point. But the 32 bit version works fine.

       

      Both machines are running 64 bit Win 7, SP1, autoupdated. The second machine had Photoshop 7 and Photoshop Elements 8 still present when I first installed CS6. When the 'hang' first happened, I uninstalled both, and then reinstalled CS6. Problem persisted. Unistalled and reinstalled CS6 again after reboot. Problem persisted.

       

      VERY irritating, Adobe.

        • 1. Re: CS6 64 hangs-why?
          Manish-Sharma Employee Hosts

          Which application are you talking about?

           

          This forums is for complete suite  , you should discuss on the product specific forum like Illustrator , Indesign etc.

          • 2. Re: CS6 64 hangs-why?
            Mylenium CommunityMVP

            Update your graphics driver.

             

            Mylenium

            • 3. Re: CS6 64 hangs-why?
              dickkirkland Community Member

              Hey TrekkerRML,

               

              During the CS 5.5 install days, Adobe created a CS4/5/5.5 cleaner application that removed all remnants of Suite installs so that there would be no complications with payloads & installs.

               

              For me when upgrading back then, the cleaner tool(s) worked.

               

              I think they're still available on the Knowledge Base or whatever the support docs area is now called.

               

              It is a frustrating process. I'm getting my discs today and hope to not experience these issues again.

               

              I also wrote a blog post about installing CS5.5. It's methods might still be relative.

               

              http://dickkirkland.com/blog/2011/05/09/whos-got-time-to-install-cs5-5/

               

              Good luck.

              Sincerely,

              Dick

              • 4. Re: CS6 64 hangs-why?
                TrekkerRML Community Member

                Thanks, Dick, I'll give it a try.

                 

                Seems like Adobe would have mastered this by now.

                • 5. Re: CS6 64 hangs-why?
                  TrekkerRML Community Member

                  Photoshop Extended. Didn't see a separate area for install issues except here.

                  • 6. Re: CS6 64 hangs-why?
                    TrekkerRML Community Member

                    My graphics driver (ATI mobility Radeon HD5850) is up to date. First thing I checked.

                    • 7. Re: CS6 64 hangs-why?
                      Jeff A Wright Employee Hosts

                      Do you receive an actual installation error or are you having problems when you launch the program itself?  The program could have installed properly but other factors maybe contributing to the behavior you are currently experiencing.

                      • 8. Re: CS6 64 hangs-why?
                        TrekkerRML Community Member

                        Jeff, the program installed with no errors. Photoshop Extended CS6 64 bit simply won't run normally on my Win7 laptop. The program hangs as soon as I try anything, such as opening a file or setting preferences. I've contacted telephone support, but no solution found as yet. At this point, we've been through all the usual suspects: no problems found with video driver version, fonts, or other Adobe CS installations.

                        • 9. Re: CS6 64 hangs-why?
                          Jeff A Wright Employee Hosts

                          Moving this discussion to the Photoshop General Discussion forum.  The users in this forum can assist you with difficulties you are facing with performance issues of the software itself.

                          • 10. Re: CS6 64 hangs-why?
                            TrekkerRML Community Member

                            Hi Dick,

                             

                            An update per your message. I did try the cleaner application with guidance from Adobe support. The cleaner has been updated for CS6 (though the download page itself has not been).

                             

                            The result: no difference, Photoshop Extended CS6 still hangs.

                             

                            Adobe support had other things to try, including a font check and a reinstall in a fresh user account. Still broken.

                             

                            The support folks are polite and mean well, but it's been two hours wasted so far.

                            • 11. Re: CS6 64 hangs-why?
                              Chris Cox Adobe Employee

                              Did you update from Microsoft (mistake) or from ATI's website?

                              • 12. Re: CS6 64 hangs-why?
                                Curt Y Community Member

                                Time to try the Event Viewer.  Check Help in OS on how to load.

                                 

                                Look for errors in Applications.  See what the Faulting Module says.

                                • 13. Re: CS6 64 hangs-why?
                                  TrekkerRML Community Member

                                  Hi Chris,

                                   

                                  I had updated from ATI  just to be sure. I do have the latest driver for Radeon HD5850.

                                  • 14. Re: CS6 64 hangs-why?
                                    Noel Carboni Community Member

                                    Chris Cox wrote:

                                     

                                    Did you update from Microsoft (mistake) or from ATI's website?

                                     

                                    Since it's a Mobility chipset we can assume it's probably a laptop.  The rules change for laptops; one usually has to update drivers from the laptop maker's web site, and the choices are often much more limited than at ATI.com.

                                     

                                    -Noel

                                    • 15. Re: CS6 64 hangs-why?
                                      TrekkerRML Community Member

                                      Adobe support led me to the event viewer, which was not helpful: Windows logs a generic application hang.

                                      • 16. Re: CS6 64 hangs-why?
                                        Noel Carboni Community Member

                                        Do you have any network devices defined that are not present at the moment (e.g., a mapped network drive that's only there when you're at work with the laptop), or a printer that was once there but isn't there any longer?

                                         

                                        Have you tried leaving it alone at the "hung" state for a long time?

                                         

                                        -Noel

                                        • 17. Re: CS6 64 hangs-why?
                                          TrekkerRML Community Member

                                          Chris, yes, a laptop: HP Envy 17.

                                           

                                          Current according to HP's update site. HP autoupdate has been on.

                                          • 18. Re: CS6 64 hangs-why?
                                            TrekkerRML Community Member

                                            Noel,

                                             

                                            I've had a backup drive intermittently attached, but not used for Photoshop files (such as PS scratch). Not clear why a drive connect should affect 64 bit PS vs 32 bit, which works fine.

                                             

                                            Good though on how long the hang persists. At least 10 minutes dead so far. No sign of life.

                                             

                                            Richard

                                            • 19. Re: CS6 64 hangs-why?
                                              Noel Carboni Community Member

                                              TrekkerRML wrote:

                                               

                                              Not clear why a drive connect should affect 64 bit PS vs 32 bit, which works fine.

                                               

                                              They have separate preferences.  Have you tried clearing your preferences to defaults by pressing Control - Shift - Alt during a cold start of the 64 bit Photoshop?

                                               

                                              -Noel

                                              • 20. Re: CS6 64 hangs-why?
                                                TrekkerRML Community Member

                                                Hi Noel,

                                                 

                                                Yes, tried both the control-alt-shift trick and (via Adobe support) deleting the 64-bit version of the prefs file. No luck on either approach.

                                                 

                                                Richard

                                                • 21. Re: CS6 64 hangs-why?
                                                  dickkirkland Community Member

                                                  Wow, crazy all of this you're having to go through.

                                                  Along with the Cleaner Tool(s), I make it a habit of going through and actually wiping out the prefs (mentioned above) along with any other Adobe related files.

                                                  These can often hang around in places you'd never think to look, like "AppData/Roaming, Local, Low".

                                                  There are also specific ARM files that track what's installed, registered, etc.

                                                   

                                                  One more question, is the installation being carried out from a disc?

                                                  Is it being installed from a download?

                                                   

                                                  In that blog post I mentioned, one time a tech. rep advised me to copy the contents of all directories of install discs onto the local drive of the machine.

                                                  There was a bug with payloads not being able to be accessed properly when installing from a set of directories on a disc.

                                                   

                                                  Strange that you never recieved errors though.

                                                  On the last upgrade cycle, these were apparent, but may be hidden now.

                                                  There were even support docs citing these codes.

                                                   

                                                  Are you using Windows Home Premium 64-Bit or Pro?

                                                  • 22. Re: CS6 64 hangs-why?
                                                    TrekkerRML Community Member

                                                    Adobe had me manually delete prefs (roaming) in addition to using the cleaner. No luck.

                                                     

                                                    The install was from a new disk. It worked fine on my other machine (workstation) but not the laptop.

                                                     

                                                    No error codes, save windows reporting a generic application hang. Adobe has escalated to 3rd level support, so we'll see...

                                                     

                                                    Richard

                                                    • 23. Re: CS6 64 hangs-why?
                                                      Noel Carboni Community Member

                                                      It occurs to me that the latest version of your display driver may be broken.

                                                       

                                                      You might want to see if an older version is available (I know ATI makes all the old releases available).

                                                       

                                                      If you can, remove the latest display driver completely, and try installing Catalyst 12.2.  I found that release very stable.

                                                       

                                                      -Noel

                                                      • 24. Re: CS6 64 hangs-why?
                                                        dickkirkland Community Member

                                                        I guess the fact that there are no errors on the install and the first launch goes o.k. may point to a video driver issue.

                                                        I would try the Catalyst suggestion Noel mentioned.

                                                        I had to do this once for something else.

                                                        I believe in order to obtain the driver for older cards, you have to install the full Catalyst product suite vs. trying to find an older driver that's a standalone.

                                                        • 25. Re: CS6 64 hangs-why?
                                                          LitewriterRS Community Member

                                                          I am having the identical problem, started just a couple of weeks ago.  I did have a bad mouse driver that was causing problems with a variety of programs, including Lightroom, but all except Photoshop CS6 were fixed when I backed that out.

                                                           

                                                          I've checked the GPU settings, the ATI driver for my video card, uninstalled and reinstalled.  If I use PSCS6 in 32-bit mode, it works fine.  Not in 64-bit mode.  Running WIndows 7 Pro w/SP1, 64-bit.  I haven't seen a solution for this problem posted -- is there one?

                                                          • 26. Re: CS6 64 hangs-why?
                                                            Noel Carboni Community Member

                                                            ATI drivers have been horrendous lately.

                                                             

                                                            The most recent release that actually works with Photoshop is Catalyst 12.8.  They haven't been able to release drivers that work since then in over 6 months.

                                                             

                                                            I'm currently running Catalyst 13.3 beta 3.  This build actually seems to run pretty well with Photoshop CS6, but I haven't put a lot of miles on it yet.

                                                             

                                                            -Noel

                                                            • 27. Re: CS6 64 hangs-why?
                                                              the_wine_snob Community Member

                                                              Chris, yes, a laptop: HP Envy 17.

                                                              It should not be an issue with a fairly current 17" laptop, but what is your display resolution set to?

                                                               

                                                              Good luck,

                                                               

                                                              Hunt