5 Replies Latest reply on May 29, 2014 12:12 PM by Anthony Bennett1

    Photoshop CS6 unable to use due to display driver (Intel) problem

    Laura123

      Hi

       

      I am experiencing problems using Photoshop CS6 (not extended version). I have recently installed Design standard and I'm not having this problem with Illustrator.

      Each time I run PS, I receive a pop up with "display driver Intel HD graphics drivers for Windows 8(R) stopped responding and has successfully been recovered". PS opens but I cannot use it and I have to force end task in task manager.

       

      I have an Asus Laptop (i7) with Windows 8.1, graphics card Intel HD 4400, it also has an NVIDA Geoforce GT 740M graphic card.

       

      so far:

      I have installed the latest driver from Intel (10.18.10.3345).

      I have re-booted in Safe Mode and can open PS - I receive the message "Photoshop has encountered a problem with the display driver, and has temporarily disabled enhancements which use the graphics hardware". I can use PS in safe mode. I then re-boot and can use PS normally, however after another re-boot or awakening from sleep the problem reappears.

      I have tried switching to 'Basic' or "Normal' in the advanced settings. The problem occurs again.

       

      I connect this laptop by VGA to an external Dell monitor, however it does not just happen when connected to the external.

       

      Any help in resolving this would be very much appreciated!

       

       

      Here is my help>system info log (retrieved when in safe mode after the warning message) :

       

      Adobe Photoshop Version: 13.0.1 (13.0.1.3 20131024.r.34 2013/10/24:21:00:00) x64

      Operating System: Windows NT

      Version: 6.3

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

      Physical processor count: 2

      Logical processor count: 4

      Processor speed: 2394 MHz

      Built-in memory: 8075 MB

      Free memory: 6625 MB

      Memory available to Photoshop: 7128 MB

      Memory used by Photoshop: 60 %

      Image tile size: 128K

      Image cache levels: 4

      The GPU Sniffer crashed on 2014-02-16 at 13:31:01

      Display: 1

      Display Bounds:=  top: 0, left: 0, bottom: 768, right: 1366

      No video card detected

      Serial number:

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

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

      Photoshop scratch has async I/O enabled

      Scratch volume(s):

        Startup, 372.3G, 316.8G 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

       

       

      Installed components:

         A3DLIBS.dll   A3DLIB Dynamic Link Library   9.2.0.112  

         ACE.dll   ACE 2012/06/05-15:16:32   66.507768   66.507768

         adbeape.dll   Adobe APE 2012/01/25-10:04:55   66.1025012   66.1025012

         AdobeLinguistic.dll   Adobe Linguisitc Library   6.0.0  

         AdobeOwl.dll   Adobe Owl 2012/06/26-12:17:19   4.0.95   66.510504

         AdobePDFL.dll   PDFL 2011/12/12-16:12:37   66.419471   66.419471

         AdobePIP.dll   Adobe Product Improvement Program   6.0.0.1654  

         AdobeXMP.dll   Adobe XMP Core 2012/02/06-14:56:27   66.145661   66.145661

         AdobeXMPFiles.dll   Adobe XMP Files 2012/02/06-14:56:27   66.145661   66.145661

         AdobeXMPScript.dll   Adobe XMP Script 2012/02/06-14:56:27   66.145661   66.145661

         adobe_caps.dll   Adobe CAPS   6,0,29,0  

         AGM.dll   AGM 2012/06/05-15:16:32   66.507768   66.507768

         ahclient.dll    AdobeHelp Dynamic Link Library   1,7,0,56  

         aif_core.dll   AIF   3.0   62.490293

         aif_ocl.dll   AIF   3.0   62.490293

         aif_ogl.dll   AIF   3.0   62.490293

         amtlib.dll   AMTLib (64 Bit)   6.0.0.75 (BuildVersion: 6.0; BuildDate: Mon Jan 16 2012 18:00:00)   1.000000

         ARE.dll   ARE 2012/06/05-15:16:32   66.507768   66.507768

         AXE8SharedExpat.dll   AXE8SharedExpat 2011/12/16-15:10:49   66.26830   66.26830

         AXEDOMCore.dll   AXEDOMCore 2011/12/16-15:10:49   66.26830   66.26830

         Bib.dll   BIB 2012/06/05-15:16:32   66.507768   66.507768

         BIBUtils.dll   BIBUtils 2012/06/05-15:16:32   66.507768   66.507768

         boost_date_time.dll   DVA Product   6.0.0  

         boost_signals.dll   DVA Product   6.0.0  

         boost_system.dll   DVA Product   6.0.0  

         boost_threads.dll   DVA Product   6.0.0  

         cg.dll   NVIDIA Cg Runtime   3.0.00007  

         cgGL.dll   NVIDIA Cg Runtime   3.0.00007  

         CIT.dll   Adobe CIT   2.0.5.19287   2.0.5.19287

         CoolType.dll   CoolType 2012/06/05-15:16:32   66.507768   66.507768

         data_flow.dll   AIF   3.0   62.490293

         dvaaudiodevice.dll   DVA Product   6.0.0  

         dvacore.dll   DVA Product   6.0.0  

         dvamarshal.dll   DVA Product   6.0.0  

         dvamediatypes.dll   DVA Product   6.0.0  

         dvaplayer.dll   DVA Product   6.0.0  

         dvatransport.dll   DVA Product   6.0.0  

         dvaunittesting.dll   DVA Product   6.0.0  

         dynamiclink.dll   DVA Product   6.0.0  

         ExtendScript.dll   ExtendScript 2011/12/14-15:08:46   66.490082   66.490082

         FileInfo.dll   Adobe XMP FileInfo 2012/01/17-15:11:19   66.145433   66.145433

         filter_graph.dll   AIF   3.0   62.490293

         hydra_filters.dll   AIF   3.0   62.490293

         icucnv40.dll   International Components for Unicode 2011/11/15-16:30:22    Build gtlib_3.0.16615  

         icudt40.dll   International Components for Unicode 2011/11/15-16:30:22    Build gtlib_3.0.16615  

         image_compiler.dll   AIF   3.0   62.490293

         image_flow.dll   AIF   3.0   62.490293

         image_runtime.dll   AIF   3.0   62.490293

         JP2KLib.dll   JP2KLib 2011/12/12-16:12:37   66.236923   66.236923

         libifcoremd.dll   Intel(r) Visual Fortran Compiler   10.0 (Update A)  

         libmmd.dll   Intel(r) C Compiler, Intel(r) C++ Compiler, Intel(r) Fortran Compiler   10.0  

         LogSession.dll   LogSession   2.1.2.1640  

         mediacoreif.dll   DVA Product   6.0.0  

         MPS.dll   MPS 2012/02/03-10:33:13   66.495174   66.495174

         msvcm80.dll   Microsoft® Visual Studio® 2005   8.00.50727.8428  

         msvcm90.dll   Microsoft® Visual Studio® 2008   9.00.30729.1  

         msvcp100.dll   Microsoft® Visual Studio® 2010   10.00.40219.1  

         msvcp80.dll   Microsoft® Visual Studio® 2005   8.00.50727.8428  

         msvcp90.dll   Microsoft® Visual Studio® 2008   9.00.30729.1  

         msvcr100.dll   Microsoft® Visual Studio® 2010   10.00.40219.1  

         msvcr80.dll   Microsoft® Visual Studio® 2005   8.00.50727.8428  

         msvcr90.dll   Microsoft® Visual Studio® 2008   9.00.30729.1  

         pdfsettings.dll   Adobe PDFSettings   1.04  

         Photoshop.dll   Adobe Photoshop CS6   CS6  

         Plugin.dll   Adobe Photoshop CS6   CS6  

         PlugPlug.dll   Adobe(R) CSXS PlugPlug Standard Dll (64 bit)   3.0.0.383  

         PSArt.dll   Adobe Photoshop CS6   CS6  

         PSViews.dll   Adobe Photoshop CS6   CS6  

         SCCore.dll   ScCore 2011/12/14-15:08:46   66.490082   66.490082

         ScriptUIFlex.dll   ScriptUIFlex 2011/12/14-15:08:46   66.490082   66.490082

         tbb.dll   Intel(R) Threading Building Blocks for Windows   3, 0, 2010, 0406  

         tbbmalloc.dll   Intel(R) Threading Building Blocks for Windows   3, 0, 2010, 0406  

         TfFontMgr.dll   FontMgr   9.3.0.113  

         TfKernel.dll   Kernel   9.3.0.113  

         TFKGEOM.dll   Kernel Geom   9.3.0.113  

         TFUGEOM.dll   Adobe, UGeom©   9.3.0.113  

         updaternotifications.dll   Adobe Updater Notifications Library   6.0.0.24 (BuildVersion: 1.0; BuildDate: BUILDDATETIME)   6.0.0.24

         WRServices.dll   WRServices Friday January 27 2012 13:22:12   Build 0.17112   0.17112

         wu3d.dll   U3D Writer   9.3.0.113  

       

       

       

       

      Required plug-ins:

       

       

         Accented Edges 13.0

         Adaptive Wide Angle 13.0

         ADM 3.11x01

         Angled Strokes 13.0

         Average 13.0.1 (13.0.1.3 x001)

         Bas Relief 13.0

         BMP 13.0

         Camera Raw 8.3

         Camera Raw Filter 8.3

         Chalk & Charcoal 13.0

         Charcoal 13.0

         Chrome 13.0

         Cineon 13.0.1 (13.0.1.3 x001)

         Clouds 13.0.1 (13.0.1.3 x001)

         Collada 13.0.1 (13.0.1.3 x001)

         Color Halftone 13.0

         Colored Pencil 13.0

         CompuServe GIF 13.0

         Conté Crayon 13.0

         Craquelure 13.0

         Crop and Straighten Photos 13.0.1 (13.0.1.3 x001)

         Crop and Straighten Photos Filter 13.0

         Crosshatch 13.0

         Crystallize 13.0

         Cutout 13.0

         Dark Strokes 13.0

         De-Interlace 13.0

         Difference Clouds 13.0.1 (13.0.1.3 x001)

         Diffuse Glow 13.0

         Displace 13.0

         Dry Brush 13.0

         Eazel Acquire 13.0.1 (13.0.1.3 x001)

         Embed Watermark 4.0

         Extrude 13.0

         FastCore Routines 13.0.1 (13.0.1.3 x001)

         Fibers 13.0

         Film Grain 13.0

         Filter Gallery 13.0

         Fresco 13.0

         Glass 13.0

         Glowing Edges 13.0

         Grain 13.0

         Graphic Pen 13.0

         Halftone Pattern 13.0

         HDRMergeUI 13.0

         IFF Format 13.0

         Ink Outlines 13.0

         JPEG 2000 13.0

         Lens Blur 13.0

         Lens Correction 13.0

         Lens Flare 13.0

         Liquify 13.0

         Matlab Operation 13.0.1 (13.0.1.3 x001)

         Measurement Core 13.0.1 (13.0.1.3 x001)

         Mezzotint 13.0

         MMXCore Routines 13.0.1 (13.0.1.3 x001)

         Mosaic Tiles 13.0

         Multiprocessor Support 13.0.1 (13.0.1.3 x001)

         Neon Glow 13.0

         Note Paper 13.0

         NTSC Colors 13.0.1 (13.0.1.3 x001)

         Ocean Ripple 13.0

         Oil Paint 13.0

         OpenEXR 13.0

         Paint Daubs 13.0

         Palette Knife 13.0

         Patchwork 13.0

         Paths to Illustrator 13.0

         PCX 13.0.1 (13.0.1.3 x001)

         Photocopy 13.0

         Photoshop 3D Engine 13.0.1 (13.0.1.3 x001)

         Picture Package Filter 13.0.1 (13.0.1.3 x001)

         Pinch 13.0

         Pixar 13.0.1 (13.0.1.3 x001)

         Plaster 13.0

         Plastic Wrap 13.0

         PNG 13.0

         Pointillize 13.0

         Polar Coordinates 13.0

         Portable Bit Map 13.0.1 (13.0.1.3 x001)

         Poster Edges 13.0

         Radial Blur 13.0

         Radiance 13.0.1 (13.0.1.3 x001)

         Read Watermark 4.0

         Reticulation 13.0

         Ripple 13.0

         Rough Pastels 13.0

         Save for Web 13.0

         ScriptingSupport 13.0.1

         Shear 13.0

         Smart Blur 13.0

         Smudge Stick 13.0

         Solarize 13.0.1 (13.0.1.3 x001)

         Spatter 13.0

         Spherize 13.0

         Sponge 13.0

         Sprayed Strokes 13.0

         Stained Glass 13.0

         Stamp 13.0

         Sumi-e 13.0

         Targa 13.0

         Texturizer 13.0

         Tiles 13.0

         Torn Edges 13.0

         Twirl 13.0

         Underpainting 13.0

         Vanishing Point 13.0

         Variations 13.0.1 (13.0.1.3 x001)

         Water Paper 13.0

         Watercolor 13.0

         Wave 13.0

         WIA Support 13.0.1 (13.0.1.3 x001)

         Wind 13.0

         Wireless Bitmap 13.0.1 (13.0.1.3 x001)

         ZigZag 13.0

       

       

      Optional and third party plug-ins: NONE

       

       

      Plug-ins that failed to load: NONE

      Flash:

         Mini Bridge

         Kuler

      Installed TWAIN devices: NONE

       

       

       

       

      thanks, Laura

        • 1. Re: Photoshop CS6 unable to use due to display driver (Intel) problem
          Curt Y Level 7

          According to the sys info no video card detected. 

           

          Disable Intel and use nVidia card.  Get latest driver from their website.

          1 person found this helpful
          • 2. Re: Photoshop CS6 unable to use due to display driver (Intel) problem
            Laura123 Level 1

            thanks for your reply.

             

            This is because PS turned off the GPU when I opened it in safe mode.

             

            When I can access PS normally, both cards are recognised:

             

            Adobe Photoshop Version: 13.0.1 (13.0.1.3 20131024.r.34 2013/10/24:21:00:00) x64

            Operating System: Windows NT

            Version: 6.2

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

            Physical processor count: 2

            Logical processor count: 4

            Processor speed: 2394 MHz

            Built-in memory: 8075 MB

            Free memory: 5594 MB

            Memory available to Photoshop: 7106 MB

            Memory used by Photoshop: 60 %

            Image tile size: 128K

            Image cache levels: 4

            The GPU Sniffer crashed on 2014-02-16 at 13:31:01

            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: Intel

            Video Card Renderer: Intel(R) HD Graphics 4400

            Display: 1

            Display Bounds:=  top: 0, left: 0, bottom: 768, right: 1366

            Video Card Number: 2

            Video Card: Intel(R) HD Graphics Family

            OpenCL Unavailable

            Driver Version: 10.18.10.3345

            Driver Date: 20131031000000.000000-000

            Video Card Driver: igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igdumdim32,igd10iumd32,igd10iumd32

            Video Mode: 1366 x 768 x 4294967296 colors

            Video Card Caption: Intel(R) HD Graphics Family

            Video Card Memory: 2048 MB

            Video Rect Texture Size: 16384

            Video Card Number: 1

            Video Card: NVIDIA GeForce GT 740M           

            OpenCL Unavailable

            Driver Version: 9.18.13.3165

            Driver Date: 20131023000000.000000-000

            Video Card Driver: nvd3dumx.dll,nvwgf2umx.dll,nvwgf2umx.dll,nvd3dum,nvwgf2um,nvwgf2um

            Video Mode:

            Video Card Caption: NVIDIA GeForce GT 740M           

            Video Card Memory: 2048 MB

             

             

            is uninstalling the graphics card the only fix for this? I'm reluctant to try this, and cause more problems..

            • 3. Re: Photoshop CS6 unable to use due to display driver (Intel) problem
              Curt Y Level 7

              Photoshop does not work well with 2 different gpu.  There should be an option to disable the Intel.  Have seen a post in last day or so about bug in the 4400 driver.  But darn can not remember what the symption was.

               

              Probably can google how to disable card for your specific computer.

              • 4. Re: Photoshop CS6 unable to use due to display driver (Intel) problem
                Laura123 Level 1

                thanks, did some more googling, and rather than disable I've now used the NVIDA settings "manage 3D settings" and have set NVIDA as the preferred graphics processor for photoshop.exe.

                 

                So far, after several re-boots to check, this works and I can open PS without the driver crash!

                 

                When I look in edit > preferences > performance, it now lists NVIDA not Intel HD 4400 as the detected graphics processor.

                • 5. Re: Photoshop CS6 unable to use due to display driver (Intel) problem
                  Anthony Bennett1

                  Thank you SO much for this Laura123! I've looked all over the place and this is the only thing that has worked. I truly appreciate it.