7 Replies Latest reply: Sep 10, 2013 1:06 AM by DennisVerschuuren

Photoshop CC crashes on open, but all other CC apps seem to be working fine.

jrau90803 Jun 21, 2013 2:43 AM

I just installed CC last night, so I haven't had a lot of time to work with the CC apps yet... Bridge has been working fine since the start for LOTS of sorting and tagging images in the last day and a half, and I've opened CameraRAW a handful of times without issue, then this evening I tried to open Photoshop CC for the first time and got a whole lot of strange messages about expired trials and activation problems and other errors and then it crashed... At first I think my internet security software was maybe interfering with Photoshop's attempts to confirm licensing online, but I seem to have gotten that sorted out ... so I no longer get all the weird licensing errors, but right after Photoshop loads I very quickly get the "Photoshop has quit working" error and it crashes. After experiencing this issue I went and tried all my other CC apps and Premiere, Illustrator, InDesign, Bridge all seem fine... just Photoshop is giving me issues.

I already tried "signing out" and signing back in to CC apps as suggested in the forums.

I am using CC on Windows 7 pro. I previously have had Master Collection CS3 and CS5 installed on this computer... but I de-installed these entirely before installing any new apps. I had some errors in de-installing CS3 so I used the Adobe Cleaner Tool to ensure that CS5 and CS3 had been completely de-installed before starting fresh with CC. I don't expect this previous software is causing any issues, but I figured I'd give a complete account of my situation.

Below are the complete details provided in the error message when Photoshop CC crashes.

PLEASE HELP!

Jeff

Problem signature:

Problem Event Name: APPCRASH

Application Name: Photoshop.exe

Application Version: 14.0.0.0

Application Timestamp: 5176451b

Fault Module Name: atiocl64.dll

Fault Module Version: 2.3.451.0

Fault Module Timestamp: 4cfd9adc

Exception Code: c0000005

Exception Offset: 0000000000074fd0

OS Version: 6.1.7601.2.1.0.256.48

Locale ID: 1033

Additional Information 1: 5118

Additional Information 2: 5118284d710e59d7df066d776d38eee4

Additional Information 3: a97b

Additional Information 4: a97b4a62f69517c858ce776a2c65adc9

1. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

Greg_M_ Jun 21, 2013 2:47 AM (in response to jrau90803)

Can you please try the solution on this help page, and let us know if it helps? http://helpx.adobe.com/photoshop/kb/cc-applications-crash-immediately-launch.html
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2. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

jrau90803 Jun 21, 2013 2:48 AM (in response to Greg_M_)

I already saw that post and tried it. It didn't change anything. Same problem still.
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3. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

jrau90803 Jun 21, 2013 1:48 PM (in response to jrau90803)

I'm still dead in the water here... any other suggestions?
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4. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

jrau90803 Jun 21, 2013 4:29 PM (in response to jrau90803)

I got it working with the help of Live Chat tech support. There was some sort of error happening with my graphics driver... something that was not a problem with my previous version of Photoshop was now a problem with the new version. I updated the graphic card driver and software via the manufacturer's website and that helped me get through.

After updating the driver... at first it felt like I was going backward a bit... I got an expired trial period error again on opening Photoshop the first time, but then I tried again logging out and logging back in to CC as noted previously ( http://helpx.adobe.com/photoshop/kb/cc-applications-crash-immediately- launch.html ) ... and this time that helped fix the trial error and this time that was not followed by crashing (thanks to the graphics driver update).

I have an ATI Radeon HD 5670 graphics card. The previous version of the driver I was running did not work with Photoshop CC. I have now updated the driver to version 12.104.0.0 and everything is working now.

Thanks to the Live Chat technician who quickly identified my graphics card as the issue!
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5. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

DennisVerschuuren Sep 9, 2013 11:40 PM (in response to jrau90803)

Same here ... I recently (yesterday) updated PS CC (14.1) through Creative Cloud. Therefor it was running ok, but after the update is crashed after several seconds. On there recommendations I upgraded the Display (ATI Radeon HD 5450) to 12.104 ... but still it crashes. The error message displays another Error DLL then before. So the update of the display drivers was done correctly. I still have the same issue that I can't use Photoshop CC.

I tried to resolve the issue by logging out from Creative Cloud desktop, start PS CC and log in. But that also didn't do it for me.

Is there anyone who has a solution? Many thanks in advance.
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6. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

Chris Cox Sep 10, 2013 12:10 AM (in response to DennisVerschuuren)

What does the crash report say? What is the faulting DLL?
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7. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

DennisVerschuuren Sep 10, 2013 1:06 AM (in response to Chris Cox)

It was exactly like the original thread starter, on the atiocl64.dll dll, it seems like it's gone.

Due to the fact that I wasn't able to work with Photoshop CC I installes my 'old' CS PS6. After installation, PS CC 32 bits seems to work and also (curious) PS CC 64 bits. I just edited a photo from Lightroom in PS CC and it didn't fail me.

Now Creative cloud want's to update my 'old' PS CS 6, but I don't dare.
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Photoshop CC crashes on open, but all other CC apps seem to be working fine.

1. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

2. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

3. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

4. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

5. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

6. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

7. Re: Photoshop CC crashes on open, but all other CC apps seem to be working fine.

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