5 Replies Latest reply on Jul 19, 2012 3:43 AM by is-iqbusiness

    Photoshop cs6 crashes after launch

    is-iqbusiness

      Hi All,

       

      One of my users has had Photoshop CS6 installed pretty much since launch with no issues, however since last week just after launching a Windows error report pops up informing the user that it has crashed, however if the user simply moves the error report window to one side Photoshop will continue functioning normally, but as soon as "Don't Send/Dubug/Send Report" is pressed Photoshop closes.

       

      Below is the error information taken from Event viewer - The machine is running XP SP3, 3GB RAM and an ATI Radeon HD 3600 Graphics card.

       

      Faulting application photoshop.exe, version 13.0.0.0, faulting module kernel32.dll, version 5.1.2600.5781, fault address 0x00012afb.

       

      0000: 41 70 70 6c 69 63 61 74   Applicat

      0008: 69 6f 6e 20 46 61 69 6c   ion Fail

      0010: 75 72 65 20 20 70 68 6f   ure  pho

      0018: 74 6f 73 68 6f 70 2e 65   toshop.e

      0020: 78 65 20 31 33 2e 30 2e   xe 13.0.

      0028: 30 2e 30 20 69 6e 20 6b   0.0 in k

      0030: 65 72 6e 65 6c 33 32 2e   ernel32.

      0038: 64 6c 6c 20 35 2e 31 2e   dll 5.1.

      0040: 32 36 30 30 2e 35 37 38   2600.578

      0048: 31 20 61 74 20 6f 66 66   1 at off

      0050: 73 65 74 20 30 30 30 31   set 0001

      0058: 32 61 66 62 0d 0a         2afb..

       

      What I've tried so far:-

      • Updating the graphics driver.
      • Reinstalling the application
      • Clearing PS preferences.

       

      Nothing on the machine has changed that I could see...which makes me stumped!

      Any further info needed let me know

       

      Ian

        • 1. Re: Photoshop cs6 crashes after launch
          Noel Carboni Level 8

          is-iqbusiness wrote:

           

          Nothing on the machine has changed that I could see...which makes me stumped!

           

          Any Windows Updates that might have brought in something like a monitor color profile?  What is the color-management setup there?

           

          When you say you've updated the display driver...  To what version?

           

          Why are you still keeping your users on XP and trying to use Photoshop CS6?

           

          -Noel

          • 2. Re: Photoshop cs6 crashes after launch
            is-iqbusiness Level 1

            Hi,

             

            The driver I've updated to is version 8.970.100.3000, with a date of 03/07/2012. The previous driver was released sometime in 2008, however as both exhibit the same behaviour on with the program I'd doubt that to be the cause.

             

            A couple of updates went on last Tuesday, although the user only reported having issues from Friday and none seem related.

             

            Generally users throughout the organisation are using XP, only one user within the organisation has CS6 and whilst I would like to see an upgraded platform accross the board, it is out of my hands.

             

            As for the colour management setup - I'll get back to you when I next get access to the machine.

             

            Thanks,

            Ian

            • 3. Re: Photoshop cs6 crashes after launch
              Curt Y Level 7

              This is where the problem is  faulting module kernel32.dll, version 5.1.2600.5781, fault address 0x00012afb.

               

              So you need to address this where you need to address your concerns.  May have just been a computer hiccup unless it happens again.

              • 4. Re: Photoshop cs6 crashes after launch
                Noel Carboni Level 8

                Don't discount the possibility that the user has contracted malware also.

                 

                If Photoshop continued to function, perhaps the crash has nothing to do with Photoshop.

                 

                -Noel

                • 5. Re: Photoshop cs6 crashes after launch
                  is-iqbusiness Level 1

                  Hi,

                   

                  I've looked into the kernel32.dll error it's a generic error, which unfortunately doesn't help find a solution.

                   

                  The crash happens when has photoshop just opened - the Error report window title, is Adobe Photoshop... and Photoshop closes when the event window is closed - (either by pressing Send/Don't Send/Debug). Photoshop only continues to function if the crash window is moved to oneside. Which to be suggests some, probably trivial function Photoshop is calling early on is bombing out.

                   

                  Ian