19 Replies Latest reply: Sep 20, 2014 11:49 AM by PaisleyPat RSS

    Photoshop CS6 Constantly Crashing

    brian-j Community Member

      Photoshop CS6 is crashing on me multiple times every day.

       

      Photoshop CS6

      Windows 7 64-bit (Service Pack 1)

      ATI Radeon HD 5670

       

      Crashes are not associated with one specific task. Crashes often occur when I set foreground/background color via the Tools Panel (after pressing Enter with the color picker open), but also when using the keyboard shortcut to resize canvas, or using the color picker to set text color. Seems like crashes occur most often when I’m using the color picker in various panels/tools or using a keyboard shortcut (e.g., when press “d” to set foreground/background colors to white/black, or Ctrl-Delete to fill with background color).

       

      I have the most recent driver for my video card. I don’t have any third-party plugins. The only third-party extension installed is “GuideGuide”, which I uninstalled and it didn’t fix the problem (so I re-installed it). I tried resetting Photoshop preferences (moved “Adobe Photoshop X64 CS6 Prefs.psp”  out of AppData folder, didn’t use the CTRL-SHIFT-ALT method while launching Photoshop).

       

      I get one of two different error messages when Photoshop crashes, either 1) A standard Windows error saying Photoshop has stopped working, or 2) Runtime Error! R6025 – pure virtual function call.

       

       

      Here are details for a few of the crashes from Windows Event Viewer:

       

      Faulting application name: Photoshop.exe, version: 13.0.1.0, time stamp: 0x5022da9d

      Faulting module name: MSVCR100.dll, version: 10.0.40219.1, time stamp: 0x4d5f034a

      Exception code: 0x40000015

      Fault offset: 0x00000000000761c9

      Faulting process id: 0xf78

      Faulting application start time: 0x01ce570ab617c5b8

      Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CS6 (64 Bit)\Photoshop.exe

      Faulting module path: C:\Program Files\Adobe\Adobe Photoshop CS6 (64 Bit)\MSVCR100.dll

      Report Id: 810b473a-c305-11e2-9507-f04da23a753f


      Faulting application name: Photoshop.exe, version: 13.0.1.0, time stamp: 0x5022da9d

      Faulting module name: Photoshop.exe, version: 13.0.1.0, time stamp: 0x5022da9d

      Exception code: 0xc0000005

      Fault offset: 0x00000000013d0903

      Faulting process id: 0x22b4

      Faulting application start time: 0x01ce564fbc5cc17c

      Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CS6 (64 Bit)\Photoshop.exe

      Faulting module path: C:\Program Files\Adobe\Adobe Photoshop CS6 (64 Bit)\Photoshop.exe

      Report Id: 4370042e-c296-11e2-9da2-f04da23a753f

       

      Here’s some of my system info:

       

      Adobe Photoshop Version: 13.0.1 (13.0.1 20120808.r.519 2012/08/08:21:00:00) x64

      Operating System: Windows 7 64-bit

      Version: 6.1 Service Pack 1

      System architecture: Intel CPU Family:6, Model:10, Stepping:5 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1, SSE4.2, HyperThreading

      Physical processor count: 4

      Logical processor count: 8

      Processor speed: 2800 MHz

      Built-in memory: 9207 MB

      Free memory: 4182 MB

      Memory available to Photoshop: 8171 MB

      Memory used by Photoshop: 60 %

      Image tile size: 128K

      Image cache levels: 4

      OpenGL Drawing: Enabled.

      OpenGL Drawing Mode: Advanced

      OpenGL Allow Normal Mode: True.

      OpenGL Allow Advanced Mode: True.

      OpenGL Allow Old GPUs: Not Detected.

      Video Card Vendor: ATI Technologies Inc.

      Video Card Renderer: ATI Radeon HD 5670

      Display: 2

      Display Bounds:=  top: 0, left: 1920, bottom: 1050, right: 3600

      Display: 1

      Display Bounds:=  top: 0, left: 0, bottom: 1200, right: 1920

      Video Card Number: 1

      Video Card: ATI Radeon HD 5670

      OpenCL Unavailable

      Driver Version: 12.104.0.0

      Driver Date: 20130328000000.000000-000

      Video Card Driver: aticfx64.dll,aticfx64.dll,aticfx64.dll,aticfx32,aticfx32,aticfx32,atiumd64.dll,atidxx64.d ll,atidxx64.dll,atiumdag,atidxx32,atidxx32,atiumdva,atiumd6a.cap,atitmm64.dll

      Video Mode: 1920 x 1200 x 4294967296 colors

      Video Card Caption: ATI Radeon HD 5670

      Video Card Memory: 1024 MB

      Video Rect Texture Size: 16384

      Serial number: (I deleted the serial number)

      Application folder: C:\Program Files\Adobe\Adobe Photoshop CS6 (64 Bit)\

      Temporary file path: C:\Users\Brian\AppData\Local\Temp\

      Photoshop scratch has async I/O enabled

      Scratch volume(s):

        C:\, 1.35T, 988.5G free

      Required Plug-ins folder: C:\Program Files\Adobe\Adobe Photoshop CS6 (64 Bit)\Required\

      Primary Plug-ins folder: C:\Program Files\Adobe\Adobe Photoshop CS6 (64 Bit)\Plug-ins\

      Additional Plug-ins folder: not set

       

      Optional and third party plug-ins: NONE

       

      Plug-ins that failed to load: NONE

      Flash:

         Mini Bridge

         GuideGuide

         Kuler

      Installed TWAIN devices: NONE

       

       

      Anyone have any ideas? I’m trying to avoid re-installing CS6, but that may be the next course of action I have to take.

       

      Thanks!

        • 1. Re: Photoshop CS6 Constantly Crashing
          Curt Y Community Member

          Your error lies with Faulting module name: MSVCR100.dll

           

          Try resetting your preferences by starting PS and immediately hold down the Ctrl Alt Shift keys.  If fast enough you will get a reset window.

          • 2. Re: Photoshop CS6 Constantly Crashing
            brian-j Community Member

            Resetting all preferences is the one thing I didn't do -- instead I originally just deleted the "Adobe Photoshop X64 CS6 Prefs.psp" file.

             

            I've just deleted all preferences as suggested... I'm keeping my fingers crossed!

             

            Just curious, does the "MSVCR100.dll" faulting module tell you the issue is with preferences, or is resetting preferences just something to try hoping that it will resolve the MSVCR100.dll issue?

             

            Thanks, Curt Y. I'll let you know if the reset was succesful in resolving the issue.

            • 3. Re: Photoshop CS6 Constantly Crashing
              brian-j Community Member

              After resetting Photoshop preferences (using the Ctrl-Alt-Shift method while starting the program) Photoshop didn't crash for one full day. But now it's crashing again.

               

              It started crashing after I upgraded my monitor calibration software (Datacolor Spyder4). I don't know if the this is just a coincidence or if the Datacolor Spyder software is somehow causing the crash issue.

               

              Here's the Windows Event Viewer information for one of the crashes:

               

              Faulting application name: Photoshop.exe, version: 13.0.1.0, time stamp: 0x5022da9d

              Faulting module name: ntdll.dll, version: 6.1.7601.17725, time stamp: 0x4ec4aa8e

              Exception code: 0xc0000005

              Fault offset: 0x0000000000053fcc

              Faulting process id: 0x1c8c

              Faulting application start time: 0x01ce58d5ad62c4f4

              Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CS6 (64 Bit)\Photoshop.exe

              Faulting module path: C:\Windows\SYSTEM32\ntdll.dll

              Report Id: 386b7a5a-c4e9-11e2-9af8-f04da23a753f

               

              Any ideas how I can stop these Photoshop crashes?

              • 4. Re: Photoshop CS6 Constantly Crashing
                scott-david-weaver Community Member

                Two weeks or so ago PS CS6 also started crashing on my Win7 system. Have no idea what's going on. I will usualliy notice the problem when I'm in Bridge, then realize it's PS that's quit working. Will have to go to Task Manager to force shut down the program as it will not respond.

                 

                As I'm using Creative Cloud I can imagine the future problems as Adobe updates the program and "new features", using us as their guinee pigs to work out issues free of charge to them. But hardly free of cost to us.

                 

                I've not restarted my system three times in one hour trying to get PS to work. This is a serious issue indeed.

                • 5. Re: Photoshop CS6 Constantly Crashing
                  Curt Y Community Member

                  brian-j wrote:

                   

                  After resetting Photoshop preferences (using the Ctrl-Alt-Shift method while starting the program) Photoshop didn't crash for one full day. But now it's crashing again.

                   

                  Faulting module name: ntdll.dll, version: 6.1.7601.17725, time stamp: 0x4ec4aa8e

                  Now it is crashing on ntdll.dll.  Except for trying to delete preferences again I have no idea how to solve.

                  • 6. Re: Photoshop CS6 Constantly Crashing
                    Curt Y Community Member

                    sdweavernm,

                     

                    Believe I have heard this "application do not crash computer, it is more likely to be a driver, or 3rd party plug-in or font.  Also font managers."  Does any of this work for you?

                    • 7. Re: Photoshop CS6 Constantly Crashing
                      scott-david-weaver Community Member

                      It's not crashing the computer, just PS and (sometimes also) Bridge. After force shutting of PS it will not reopen until I restart the entire system, so five minutes or more lost, along with the file I was just working on because PS will not have had chance to save my work before freezing.

                      • 8. Re: Photoshop CS6 Constantly Crashing
                        Chris Cox Adobe Employee

                        The fact that it won't relaunch until you restart the system means that something in the OS or a driver is in a bad state.

                        • 9. Re: Photoshop CS6 Constantly Crashing
                          scott-david-weaver Community Member

                          Well, the rest of the system and programs seem to run fine after PS crashes. The only change to my  system that I noticed recently was that Bridge was pinned to my taskbar, which I did not do. Thus Bridge was running on startup, which was a change to Bridge's preferences that I did not make. This morning Bridge stopped working twice and I had to force close it. It was then this afternoon that PS started freezing almost continually. I think there's a connection between the Bridge issue and PS's behavior.

                           

                          A month ago I also ran into some PS problems, uninstalled and reinstalled it (a long process). I still think there are issues with Bridge and PS. Of course it could be a thousand other things, as well. That's the problem with high end computing today, but I guess I should say it's been that way for a long time.

                          • 10. Re: Photoshop CS6 Constantly Crashing
                            Curt Y Community Member

                            Sounds like a video card driver problem. 

                             

                            A reinstall will not affect the preferences file.  REset preferences in Bridge and PS.

                            • 11. Re: Photoshop CS6 Constantly Crashing
                              scott-david-weaver Community Member

                              If you could amplify your recommendation I'd like to try it. Not fully sure what you're recommending. Thanks

                              • 12. Re: Photoshop CS6 Constantly Crashing
                                PaisleyPat Community Member

                                i had problems with crashes when using eye-dropper especially when i zoomed-in. The solution was to change PREFERENCES > CURSORS > OTHER CURSORS change to PRECISE.  No more crashes for me.   Patrick, Essex, UK,  www.paisleypower.com

                                • 13. Re: Photoshop CS6 Constantly Crashing
                                  h4wkfrost Community Member

                                  It'll open, then "crash" to where Windows will say its not responding, but its still working fine, and im forced to shut it down

                                  • 14. Re: Photoshop CS6 Constantly Crashing
                                    Chris Cox Adobe Employee

                                    Not responding is a hang or freeze, not a crash.

                                    Those are very different behaviors, with vastly different causes.

                                    • 15. Re: Photoshop CS6 Constantly Crashing
                                      gener7 Community Member

                                      I notice the version is 13.0.1.0  Shouldn't it be 13.0.1.1?

                                       

                                      http://www.adobe.com/support/downloads/detail.jsp?ftpID=5408

                                      • 16. Re: Photoshop CS6 Constantly Crashing
                                        h4wkfrost Community Member

                                        The thing is, it'll load up just fine, but immediately after the actual interface and window for it pops up, its like Windows doesn't even give it a chance, and kills it before I can sign in

                                        • 17. Re: Photoshop CS6 Constantly Crashing
                                          xkater Community Member

                                          hi all - just a general comment here, only because my hardware setup is almost identical to Brian's.

                                          i have used PShop since the first versions, and, in my experience, the predominance of problems revolve around graphics cards and/or their drivers.

                                          note: more specifically, this comment relates to INTEL-based motherboards and their On-Board graphics chip.

                                           

                                          here's the rub: contemporary INTEL (i3, i5, i7, etc.-based) machines come with quite substantial 'on-board' (built-in to the motherboard) graphics chips; typically called HD Graphics 3000, 4000, 4400, 5000, etc.

                                          If you had no graphics card (usually a 'handful of a card' sitting in a slot on the motherboard - NOT a chip built-in to the motherboard) in your machine when you bought/or built it, then you were using the INTEL on-board graphics chip to supply your monitor with signal.

                                          If you've ADDED a graphics card to your machine since, you, most probably, should have 'disabled' this INTEL chip in your control panel.

                                           

                                          If your INTEL machine crashes, AND you have a 'graphics card, sitting in a slot (typically a PCI Express slot), AND you have Intel HD Graphics xxxx 'enabled' in your "Control Panel>>>Device Manager>>>Display Adapters"

                                          this may be your problem.

                                           

                                          ps. - in my machine, the output of the INTEL HD Graphics chip is to an HDMI connector - i run a 55" Plasma TV off of this, so, when i want to run the Plasma, i go in to the Control panel and ENABLE "Intel HD Graphics xxxx" - otherwise i leave it 'disabled' so i can run all the ADOBE and AUTODESK products without errors.

                                          • 18. Re: Photoshop CS6 Constantly Crashing
                                            brian-j Community Member

                                            Thanks for the input xkater.

                                             

                                            I took a look at: Control Panel > Device Manager > Display Adapters, and the only thing listed there is my graphics card (AMD Radeon R9 270). There's no listing for Intel HD Graphics xxx.

                                             

                                            Since originally posting this problem I've purchased a new computer. Much to my disbelief I have the same problem on the new computer.

                                             

                                            This is my new computer info:

                                            Adobe CS6

                                            Windows 8.1 64-bit

                                            Processor: Intel Core i7-4790 CPU @ 3.60GHz 3.60 GHz

                                            RAM: 32 GB

                                            Graphics Card: AMD Radeon R9 270

                                             

                                            To reiterate the problem, there are 2 situations where Photoshop most often crashes:

                                             

                                            1) Using the Tools Panel "set foreground/background color". With the Color Picker open, if set the color by sampling a color from artwork on the canvas, then click the "OK" button in the Color Picker, Photoshop often crashes.

                                             

                                            2) Using the keyboard shortcut "D" to set the Tools Panel foreground and background colors to default. This often crashes Photoshop.

                                             

                                            This problem really slows down my workflow. If anyone has any suggestions to resolve the problem it would be much appreciated.

                                             

                                            This screenshot illustrates issue #1 above.

                                            2014-09-20-Photoshop-crash-issue.png

                                            • 19. Re: Photoshop CS6 Constantly Crashing
                                              PaisleyPat Community Member

                                              I can find no solution apart from trying to work slower when I am picking colours. I zoom in to select a colour from another file and then wait a few seconds before I actually use the colour picker. It doesn't crash so often and I don't lose all my work.

                                               

                                              Sent from my iPhone