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Photoshop CC 2017 has stopped working

New Here ,
Jan 01, 2017 Jan 01, 2017

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Hey, I just updated Photoshop yesterday and now it crashes upon launch. I uninstalled and reinstalled and it's still not working. Lightroom runs fine.

I'm running windows 10

NVIDIA GTX 970

AMD Phenom II X4 965

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correct answers 1 Correct answer

Community Expert , Jan 01, 2017 Jan 01, 2017

LavasoftTCPService, that's the problem.

Ok, go to Windows Add/Remove Programs, look for "Web Companion". Uninstall it. Restart your PC and see if that fixes it.

I'll wait.

Gene

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Community Expert ,
Jan 01, 2017 Jan 01, 2017

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I have a feeling it's the Lavasoft web companion. It's been crashing CC 2017 as of late, but it could be a graphics driver.

Can you look at the Event Viewer and tell us what the "Faulting Module" is?

1. Go to the Start Screen.

2. Type in Event Viewer.

3. This will bring up the Event Viewer box. Click to open the Event Viewer.

4. In the left pane, expand Windows Logs.

5. Click on Application and System log.  Highlight the first event in the log and use your arrow keys to scroll down. Most of your event will be in formation. You may see Yellow Warnings or Red Errors. If you see a red error, you can double click on it to bring it up and copy the contents to a document.

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New Here ,
Jan 01, 2017 Jan 01, 2017

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Is this it? I just tried running Photoshop and this was the latest error.

Log Name:      Application

Source:        ESENT

Date:          1/1/2017 11:28:04 PM

Event ID:      454

Task Category: Logging/Recovery

Level:         Error

Keywords:      Classic

User:          N/A

Computer:     

Description:

DllHost (14516) Microsoft.Windows.Cortana_cw5n1h2txyewy_NOEDP_LEGACY_IDB: Database recovery/restore failed with unexpected error -530.

Event Xml:

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

  <System>

    <Provider Name="ESENT" />

    <EventID Qualifiers="0">454</EventID>

    <Level>2</Level>

    <Task>3</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2017-01-02T03:28:04.391280100Z" />

    <EventRecordID>7125</EventRecordID>

    <Channel>Application</Channel>

    <Computer></Computer>

    <Security />

  </System>

  <EventData>

    <Data>DllHost</Data>

    <Data>14516</Data>

    <Data>Microsoft.Windows.Cortana_cw5n1h2txyewy_NOEDP_LEGACY_IDB: </Data>

    <Data>-530</Data>

  </EventData>

</Event>

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Community Expert ,
Jan 01, 2017 Jan 01, 2017

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You would want Photoshop's crash report, not ESENT

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New Here ,
Jan 01, 2017 Jan 01, 2017

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This was an info one.

Log Name:      Application

Source:        Windows Error Reporting

Date:          1/1/2017 11:29:20 PM

Event ID:      1001

Task Category: None

Level:         Information

Keywords:      Classic

User:          N/A

Computer:    

Description:

Fault bucket 120659045043, type 4

Event Name: APPCRASH

Response: Not available

Cab Id: 0

Problem signature:

P1: Photoshop.exe

P2: 18.0.1.29

P3: 583e911d

P4: LavasoftTcpService64.dll

P5: 2.3.4.7

P6: 555dc671

P7: c0000095

P8: 0000000000008902

P9:

P10:

Attached files:

\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER79F6.tmp.WERInternalMetadata.xml

These files may be available here:

C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Photoshop.exe_6299563df7b29e90a8ee939857ba19b35fe9_f62b9bbd_0ba38252

Analysis symbol:

Rechecking for solution: 0

Report Id: 89a0dc5f-596a-4a44-82bb-1d9cc9f29d60

Report Status: 1

Hashed bucket: 0c5ed272dc2581c42f39e737c5355ae1

Event Xml:

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

  <System>

    <Provider Name="Windows Error Reporting" />

    <EventID Qualifiers="0">1001</EventID>

    <Level>4</Level>

    <Task>0</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2017-01-02T03:29:20.149486700Z" />

    <EventRecordID>7127</EventRecordID>

    <Channel>Application</Channel>

    <Computer></Computer>

    <Security />

  </System>

  <EventData>

    <Data>120659045043</Data>

    <Data>4</Data>

    <Data>APPCRASH</Data>

    <Data>Not available</Data>

    <Data>0</Data>

    <Data>Photoshop.exe</Data>

    <Data>18.0.1.29</Data>

    <Data>583e911d</Data>

    <Data>LavasoftTcpService64.dll</Data>

    <Data>2.3.4.7</Data>

    <Data>555dc671</Data>

    <Data>c0000095</Data>

    <Data>0000000000008902</Data>

    <Data>

    </Data>

    <Data>

    </Data>

    <Data>

\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER79F6.tmp.WERInternalMetadata.xml</Data>

    <Data>C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Photoshop.exe_6299563df7b29e90a8ee939857ba19b35fe9_f62b9bbd_0ba38252</Data>

    <Data>

    </Data>

    <Data>0</Data>

    <Data>89a0dc5f-596a-4a44-82bb-1d9cc9f29d60</Data>

    <Data>1</Data>

    <Data>0c5ed272dc2581c42f39e737c5355ae1</Data>

  </EventData>

</Event>

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Community Expert ,
Jan 01, 2017 Jan 01, 2017

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LavasoftTCPService, that's the problem.

Ok, go to Windows Add/Remove Programs, look for "Web Companion". Uninstall it. Restart your PC and see if that fixes it.

I'll wait.

Gene

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New Here ,
Jan 01, 2017 Jan 01, 2017

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It worked!! Thank you so much!! That app was using a bunch of data on me as well so I had killed it but it needed to be removed!

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Community Expert ,
Jan 01, 2017 Jan 01, 2017

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Now I know of an easy way to deal with this. Because a Lavasoft dll is what is causing the crash, people are looking for a program named Lavasoft, but they leave their name out of it and call it "web companion".

Gene

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New Here ,
Mar 14, 2018 Mar 14, 2018

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Hello I have this problem too but I don't have lavasofttcpservice

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