20 Replies Latest reply on Aug 6, 2014 6:56 AM by Gullenbean

    Adobe Photoshop CC 2014 'Stopped working'

    Gullenbean

      recently purchased Creative cloud.

       

      Photoshop boots up but crashes immediately with the dialog box 'Photoshop CC has stopped working'

       

      Windows 8 - 64bit

      Graphics : nVidia GT 650m

      Graphics : Intel (R) HD Graphics 4000

       

      both drivers are up to date.

       

       

      Illustrator works fine.

       

      Any help would be appreciated

       

       

      Thanks

        • 1. Re: Adobe Photoshop CC 2014 'Stopped working'
          JJMack Most Valuable Participant

          Please post you windows 8 reliability history crash report(s) for your CC 2014 crashes....

          • 2. Re: Adobe Photoshop CC 2014 'Stopped working'
            Gullenbean Level 1

            ok how can I find those?

            • 3. Re: Adobe Photoshop CC 2014 'Stopped working'
              JJMack Most Valuable Participant

              I use Windows 7 it accessible through the start button and control panel.  Use windows 8 help search on reliability history?

              • 4. Re: Adobe Photoshop CC 2014 'Stopped working'
                Gullenbean Level 1

                IS THIS IT???

                 

                 

                 

                Faulting application name: Photoshop.exe, version: 15.0.0.58, time stamp: 0x536b438e

                Faulting module name: ntdll.dll, version: 6.2.9200.16912, time stamp: 0x536464ba

                Exception code: 0xc0000005

                Fault offset: 0x0000000000005502

                Faulting process ID: 0x1174

                Faulting application start time: 0x01cfaf5101e93d9a

                Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe

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

                Report ID: 3bd500d6-1b49-11e4-bf42-685d43529b02

                Faulting package full name:

                Faulting package-relative application ID:

                • 5. Re: Adobe Photoshop CC 2014 'Stopped working'
                  JJMack Most Valuable Participant

                  ntdll.dll seems to be in Windows OS.  Now use Photoshop CC 2014 menu Help>System Info.. use its copy button and paste results here.

                  • 6. Re: Adobe Photoshop CC 2014 'Stopped working'
                    Gullenbean Level 1

                    It won't let me paste it hold on

                    • 7. Re: Adobe Photoshop CC 2014 'Stopped working'
                      JJMack Most Valuable Participant

                      Ctrl+V should past in here???

                      Adobe Photoshop Version: 2014.0.0 20140508.r.58 2014/05/08:23:59:59  x64

                      Operating System: Windows 7 64-bit

                      Version: 6.1 Service Pack 1

                      System architecture: Intel CPU Family:6, Model:13, Stepping:7 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1, SSE4.2, HyperThreading

                      Physical processor count: 12

                      Logical processor count: 24

                      Processor speed: 1995 MHz

                      Built-in memory: 40886 MB

                      Free memory: 32601 MB

                      Memory available to Photoshop: 37133 MB

                      Memory used by Photoshop: 70 %

                      3D Multitone Printing: Disabled.

                      Touch Gestures: Disabled.

                      Windows 2x UI: Disabled.

                      Image tile size: 1024K

                      Image cache levels: 4

                      Font Preview: Huge

                      TextComposer: Latin

                      Display: 1

                      Display Bounds: top=0, left=0, bottom=1080, right=1920

                      Display: 2

                      Display Bounds: top=0, left=-1360, bottom=768, right=0

                      OpenGL Drawing: Enabled.

                      OpenGL Allow Old GPUs: Not Detected.

                      OpenGL Drawing Mode: Advanced

                      OpenGL Allow Normal Mode: True.

                      OpenGL Allow Advanced Mode: True.

                      AIFCoreInitialized=1

                      AIFOGLInitialized=1

                      OGLContextCreated=1

                      glgpu[0].GLVersion="3.0"

                      glgpu[0].GLMemoryMB=2048

                      glgpu[0].GLName="Quadro 4000/PCIe/SSE2"

                      glgpu[0].GLVendor="NVIDIA Corporation"

                      glgpu[0].GLVendorID=4318

                      glgpu[0].GLDriverVersion="9.18.13.3311"

                      glgpu[0].GLRectTextureSize=16384

                      glgpu[0].GLRenderer="Quadro 4000/PCIe/SSE2"

                      glgpu[0].GLRendererID=1757

                      glgpu[0].HasGLNPOTSupport=1

                      glgpu[0].GLDriver="nvd3dumx.dll,nvwgf2umx.dll,nvwgf2umx.dll,nvd3dum,nvwgf2um,nvwgf2um"

                      glgpu[0].GLDriverDate="20140429000000.000000-000"

                      glgpu[0].CanCompileProgramGLSL=1

                      glgpu[0].GLFrameBufferOK=1

                      glgpu[0].glGetString[GL_SHADING_LANGUAGE_VERSION]="4.40 NVIDIA via Cg compiler"

                      glgpu[0].glGetProgramivARB[GL_FRAGMENT_PROGRAM_ARB][GL_MAX_PROGRAM_INSTRUCTIONS_ARB]=[6553 6]

                      glgpu[0].glGetIntegerv[GL_MAX_TEXTURE_UNITS]=[4]

                      glgpu[0].glGetIntegerv[GL_MAX_COMBINED_TEXTURE_IMAGE_UNITS]=[192]

                      glgpu[0].glGetIntegerv[GL_MAX_VERTEX_TEXTURE_IMAGE_UNITS]=[32]

                      glgpu[0].glGetIntegerv[GL_MAX_TEXTURE_IMAGE_UNITS]=[32]

                      glgpu[0].glGetIntegerv[GL_MAX_DRAW_BUFFERS]=[8]

                      glgpu[0].glGetIntegerv[GL_MAX_VERTEX_UNIFORM_COMPONENTS]=[4096]

                      glgpu[0].glGetIntegerv[GL_MAX_FRAGMENT_UNIFORM_COMPONENTS]=[2048]

                      glgpu[0].glGetIntegerv[GL_MAX_VARYING_FLOATS]=[124]

                      glgpu[0].glGetIntegerv[GL_MAX_VERTEX_ATTRIBS]=[16]

                      glgpu[0].extension[AIF::OGL::GL_ARB_VERTEX_PROGRAM]=1

                      glgpu[0].extension[AIF::OGL::GL_ARB_FRAGMENT_PROGRAM]=1

                      glgpu[0].extension[AIF::OGL::GL_ARB_VERTEX_SHADER]=1

                      glgpu[0].extension[AIF::OGL::GL_ARB_FRAGMENT_SHADER]=1

                      glgpu[0].extension[AIF::OGL::GL_EXT_FRAMEBUFFER_OBJECT]=1

                      glgpu[0].extension[AIF::OGL::GL_ARB_TEXTURE_RECTANGLE]=1

                      glgpu[0].extension[AIF::OGL::GL_ARB_TEXTURE_FLOAT]=1

                      glgpu[0].extension[AIF::OGL::GL_ARB_OCCLUSION_QUERY]=1

                      glgpu[0].extension[AIF::OGL::GL_ARB_VERTEX_BUFFER_OBJECT]=1

                      glgpu[0].extension[AIF::OGL::GL_ARB_SHADER_TEXTURE_LOD]=1

                      clgpu[0].CLPlatformVersion="1.1"

                      clgpu[0].CLDeviceVersion="1.1 CUDA"

                      clgpu[0].CLMemoryMB=2048

                      clgpu[0].CLName="Quadro 4000"

                      clgpu[0].CLVendor="NVIDIA Corporation"

                      clgpu[0].CLVendorID=4318

                      clgpu[0].CLDriverVersion="333.11"

                      clgpu[0].CUDASupported=1

                      clgpu[0].CUDAVersion="6.0.1"

                      clgpu[0].CLBandwidth=7.48518e+010

                      clgpu[0].CLCompute=184.082

                      License Type: Subscription

                      Serial number: 96040035116912554961

                      Application folder: C:\Program Files\Adobe\Adobe Photoshop CC 2014\

                      Temporary file path: C:\Users\JOHNJM~1\AppData\Local\Temp\

                      Photoshop scratch has async I/O enabled

                      Scratch volume(s):

                        F:\, 465.2G, 173.4G free

                        C:\, 224.2G, 105.3G free

                      Required Plug-ins folder: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Required\Plug-Ins\

                      Primary Plug-ins folder: C:\Program Files\Adobe\Adobe Photoshop CC 2014\Plug-ins\

                       

                       

                      Installed components:

                         A3DLIBS.dll   A3DLIB Dynamic Link Library   9.2.0.112  

                         ACE.dll   ACE 2014/04/14-23:42:44   79.554120   79.554120

                         adbeape.dll   Adobe APE 2013/02/04-09:52:32   0.1160850   0.1160850

                         AdbePM.dll   PatchMatch 2014/04/23-10:46:55   79.554276   79.554276

                         AdobeLinguistic.dll   Adobe Linguisitc Library   8.0.0  

                         AdobeOwl.dll   Adobe Owl 2014/03/05-14:49:37   5.0.33   79.552883

                         AdobePDFL.dll   PDFL 2014/03/04-00:39:42   79.510482   79.510482

                         AdobePIP.dll   Adobe Product Improvement Program   7.2.1.3399  

                         AdobeXMP.dll   Adobe XMP Core 2014/01/13-19:44:00   79.155772   79.155772

                         AdobeXMPFiles.dll   Adobe XMP Files 2014/01/13-19:44:00   79.155772   79.155772

                         AdobeXMPScript.dll   Adobe XMP Script 2014/01/13-19:44:00   79.155772   79.155772

                         adobe_caps.dll   Adobe CAPS   8,0,0,7  

                         AGM.dll   AGM 2014/04/14-23:42:44   79.554120   79.554120

                         ahclient.dll    AdobeHelp Dynamic Link Library   1,8,0,31  

                         amtlib.dll   AMTLib (64 Bit)   8.0.0.45 BuildVersion: 8.0; BuildDate: Fri Mar 28 2014 20:28:30)   1.000000

                         ARE.dll   ARE 2014/04/14-23:42:44   79.554120   79.554120

                         AXE8SharedExpat.dll   AXE8SharedExpat 2013/12/20-21:40:29   79.551013   79.551013

                         AXEDOMCore.dll   AXEDOMCore 2013/12/20-21:40:29   79.551013   79.551013

                         Bib.dll   BIB 2014/04/14-23:42:44   79.554120   79.554120

                         BIBUtils.dll   BIBUtils 2014/04/14-23:42:44   79.554120   79.554120

                         boost_date_time.dll   photoshopdva   8.0.0  

                         boost_signals.dll   photoshopdva   8.0.0  

                         boost_system.dll   photoshopdva   8.0.0  

                         boost_threads.dll   photoshopdva   8.0.0  

                         cg.dll   NVIDIA Cg Runtime   3.0.00007  

                         cgGL.dll   NVIDIA Cg Runtime   3.0.00007  

                         CIT.dll   Adobe CIT   2.2.6.32411   2.2.6.32411

                         CITThreading.dll   Adobe CITThreading   2.2.6.32411   2.2.6.32411

                         CoolType.dll   CoolType 2014/04/14-23:42:44   79.554120   79.554120

                         dvaaudiodevice.dll   photoshopdva   8.0.0  

                         dvacore.dll   photoshopdva   8.0.0  

                         dvamarshal.dll   photoshopdva   8.0.0  

                         dvamediatypes.dll   photoshopdva   8.0.0  

                         dvametadata.dll   photoshopdva   8.0.0  

                         dvametadataapi.dll   photoshopdva   8.0.0  

                         dvametadataui.dll   photoshopdva   8.0.0  

                         dvaplayer.dll   photoshopdva   8.0.0  

                         dvatransport.dll   photoshopdva   8.0.0  

                         dvaui.dll   photoshopdva   8.0.0  

                         dvaunittesting.dll   photoshopdva   8.0.0  

                         dynamiclink.dll   photoshopdva   8.0.0  

                         ExtendScript.dll   ExtendScript 2014/01/21-23:58:55   79.551519   79.551519

                         icucnv40.dll   International Components for Unicode 2013/02/25-15:59:15    Build gtlib_4.0.19090  

                         icudt40.dll   International Components for Unicode 2013/02/25-15:59:15    Build gtlib_4.0.19090  

                         imslib.dll   IMSLib DLL   7.0.0.145  

                         JP2KLib.dll   JP2KLib 2014/03/12-08:53:44   79.252744   79.252744

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

                         libiomp5md.dll   Intel(R) OpenMP* Runtime Library   5.0  

                         libmmd.dll   Intel(r) C Compiler, Intel(r) C++ Compiler, Intel(r) Fortran Compiler   12.0  

                         LogSession.dll   LogSession   7.2.1.3399  

                         mediacoreif.dll   photoshopdva   8.0.0  

                         MPS.dll   MPS 2014/03/25-23:41:34   79.553444   79.553444

                         pdfsettings.dll   Adobe PDFSettings   1.04  

                         Photoshop.dll   Adobe Photoshop CC 2014   15.0  

                         Plugin.dll   Adobe Photoshop CC 2014   15.0  

                         PlugPlugExternalObject.dll   Adobe(R) CEP PlugPlugExternalObject Standard Dll (64 bit)   5.0.0  

                         PlugPlugOwl.dll   Adobe(R) CSXS PlugPlugOwl Standard Dll (64 bit)   5.0.0.74  

                         PSArt.dll   Adobe Photoshop CC 2014   15.0  

                         PSViews.dll   Adobe Photoshop CC 2014   15.0  

                         SCCore.dll   ScCore 2014/01/21-23:58:55   79.551519   79.551519

                         ScriptUIFlex.dll   ScriptUIFlex 2014/01/20-22:42:05   79.550992   79.550992

                         svml_dispmd.dll   Intel(r) C Compiler, Intel(r) C++ Compiler, Intel(r) Fortran Compiler   12.0  

                         tbb.dll   Intel(R) Threading Building Blocks for Windows   4, 2, 2013, 1114  

                         tbbmalloc.dll   Intel(R) Threading Building Blocks for Windows   4, 2, 2013, 1114  

                         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   7.0.1.102 (BuildVersion: 1.0; BuildDate: BUILDDATETIME)   7.0.1.102

                         VulcanControl.dll   Vulcan Application Control Library   5.0.0.82  

                         VulcanMessage5.dll   Vulcan Message Library   5.0.0.82  

                         WRServices.dll   WRServices Fri Mar 07 2014 15:33:10   Build 0.20204   0.20204

                         wu3d.dll   U3D Writer   9.3.0.113  

                       

                       

                       

                       

                      Required plug-ins:

                       

                       

                         3D Studio 15.0 (2014.0.0 x001)

                         Accented Edges 15.0

                         Adaptive Wide Angle 15.0

                         Angled Strokes 15.0

                         Average 15.0 (2014.0.0 x001)

                         Bas Relief 15.0

                         BMP 15.0

                         Camera Raw 8.6

                         Camera Raw Filter 8.6

                         Chalk & Charcoal 15.0

                         Charcoal 15.0

                         Chrome 15.0

                         Cineon 15.0 (2014.0.0 x001)

                         Clouds 15.0 (2014.0.0 x001)

                         Collada 15.0 (2014.0.0 x001)

                         Color Halftone 15.0

                         Colored Pencil 15.0

                         CompuServe GIF 15.0

                         Conté Crayon 15.0

                         Craquelure 15.0

                         Crop and Straighten Photos 15.0 (2014.0.0 x001)

                         Crop and Straighten Photos Filter 15.0

                         Crosshatch 15.0

                         Crystallize 15.0

                         Cutout 15.0

                         Dark Strokes 15.0

                         De-Interlace 15.0

                         Dicom 15.0

                         Difference Clouds 15.0 (2014.0.0 x001)

                         Diffuse Glow 15.0

                         Displace 15.0

                         Dry Brush 15.0

                         Eazel Acquire 15.0 (2014.0.0 x001)

                         Embed Watermark 4.0

                         Entropy 15.0 (2014.0.0 x001)

                         Export Color Lookup NO VERSION

                         Extrude 15.0

                         FastCore Routines 15.0 (2014.0.0 x001)

                         Fibers 15.0

                         Film Grain 15.0

                         Filter Gallery 15.0

                         Flash 3D 15.0 (2014.0.0 x001)

                         Fresco 15.0

                         Glass 15.0

                         Glowing Edges 15.0

                         Google Earth 4 15.0 (2014.0.0 x001)

                         Grain 15.0

                         Graphic Pen 15.0

                         Halftone Pattern 15.0

                         HDRMergeUI 15.0

                         IFF Format 15.0

                         Ink Outlines 15.0

                         JPEG 2000 15.0

                         Kurtosis 15.0 (2014.0.0 x001)

                         Lens Blur 15.0

                         Lens Correction 15.0

                         Lens Flare 15.0

                         Liquify 15.0

                         Matlab Operation 15.0 (2014.0.0 x001)

                         Maximum 15.0 (2014.0.0 x001)

                         Mean 15.0 (2014.0.0 x001)

                         Measurement Core 15.0 (2014.0.0 x001)

                         Median 15.0 (2014.0.0 x001)

                         Mezzotint 15.0

                         Minimum 15.0 (2014.0.0 x001)

                         MMXCore Routines 15.0 (2014.0.0 x001)

                         Mosaic Tiles 15.0

                         Multiprocessor Support 15.0 (2014.0.0 x001)

                         Neon Glow 15.0

                         Note Paper 15.0

                         NTSC Colors 15.0 (2014.0.0 x001)

                         Ocean Ripple 15.0

                         OpenEXR 15.0

                         Paint Daubs 15.0

                         Palette Knife 15.0

                         Patchwork 15.0

                         Paths to Illustrator 15.0

                         PCX 15.0 (2014.0.0 x001)

                         Photocopy 15.0

                         Photoshop 3D Engine 15.0 (2014.0.0 x001)

                         Photoshop Touch 14.0

                         Picture Package Filter 15.0 (2014.0.0 x001)

                         Pinch 15.0

                         Pixar 15.0 (2014.0.0 x001)

                         Plaster 15.0

                         Plastic Wrap 15.0

                         PNG 15.0

                         Pointillize 15.0

                         Polar Coordinates 15.0

                         Portable Bit Map 15.0 (2014.0.0 x001)

                         Poster Edges 15.0

                         Radial Blur 15.0

                         Radiance 15.0 (2014.0.0 x001)

                         Range 15.0 (2014.0.0 x001)

                         Read Watermark 4.0

                         Render Color Lookup Grid NO VERSION

                         Reticulation 15.0

                         Ripple 15.0

                         Rough Pastels 15.0

                         Save for Web 15.0

                         ScriptingSupport 15.0

                         Shake Reduction 15.0

                         Shear 15.0

                         Skewness 15.0 (2014.0.0 x001)

                         Smart Blur 15.0

                         Smudge Stick 15.0

                         Solarize 15.0 (2014.0.0 x001)

                         Spatter 15.0

                         Spherize 15.0

                         Sponge 15.0

                         Sprayed Strokes 15.0

                         Stained Glass 15.0

                         Stamp 15.0

                         Standard Deviation 15.0 (2014.0.0 x001)

                         STL 15.0 (2014.0.0 x001)

                         Sumi-e 15.0

                         Summation 15.0 (2014.0.0 x001)

                         Targa 15.0

                         Texturizer 15.0

                         Tiles 15.0

                         Torn Edges 15.0

                         Twirl 15.0

                         Underpainting 15.0

                         Vanishing Point 15.0

                         Variance 15.0 (2014.0.0 x001)

                         Water Paper 15.0

                         Watercolor 15.0

                         Wave 15.0

                         Wavefront|OBJ 15.0 (2014.0.0 x001)

                         WIA Support 15.0 (2014.0.0 x001)

                         Wind 15.0

                         Wireless Bitmap 15.0 (2014.0.0 x001)

                         ZigZag 15.0

                       

                       

                      Optional and third party plug-ins:

                       

                       

                         CUR (Windows Cursor) NO VERSION

                         GREYCstoration NO VERSION

                         ICO (Windows Icon) NO VERSION

                         Reduce Noise 7.0.0.0

                         ScriptListener 13.0

                         StarFilter Pro 3 3.0.5.1

                         SuperPNG 2.0

                      Plug-ins that failed to load: NONE

                       

                       

                      Flash: NONE

                      Installed TWAIN devices: NONE

                      • 8. Re: Adobe Photoshop CC 2014 'Stopped working'
                        Gullenbean Level 1

                        It pastes but the box will not let me comment it! very strange!

                        • 9. Re: Adobe Photoshop CC 2014 'Stopped working'
                          JJMack Most Valuable Participant

                          Gullenbean wrote:

                           

                          It pastes but the box will not let me comment it! very strange!

                          Then just past it here no comments needed. What browser are you using?

                          • 10. Re: Adobe Photoshop CC 2014 'Stopped working'
                            Gullenbean Level 1

                            When I clicl 'add reply' or 'comment' post the comment, an error message appears. im trying to save the system info as a pdf or a webpage so you can see it.

                            • 12. Re: Adobe Photoshop CC 2014 'Stopped working'
                              JJMack Most Valuable Participant

                              Looks like something is not quite right with the display driver you have installed goto the Nvidia site and download and install the latest driver for your adapter,

                               

                              glgpu[0].GLVendor="NVIDIA Corporation"

                              glgpu[0].GLVendorID=0

                              glgpu[0].GLDriverVersion="?" glgpu[0].GLRectTextureSize=16384

                              glgpu[0].GLRenderer="GeForce GT 650M/PCIe/SSE2"

                              glgpu[0].GLRendererID=0

                              glgpu[0].HasGLNPOTSupport=1

                              glgpu[0].GLDriver="?"

                              glgpu[0].GLDriverDate="?"

                              glgpu[0].CanCompileProgramGLSL=1

                               

                              this may be the one

                              Drivers | GeForce

                              GeForce 340.52 Driver - WHQL

                              Version: 340.52 - Release Date: Tue Jul 29, 2014

                               

                              Also disable the other GPU Photoshop does now work with two different GPU installed.

                              • 13. Re: Adobe Photoshop CC 2014 'Stopped working'
                                Gullenbean Level 1

                                how do i disable a GPU? what is a GPU?

                                • 14. Re: Adobe Photoshop CC 2014 'Stopped working'
                                  JJMack Most Valuable Participant

                                  Your Laptop has two display adapters that have a GPU Photoshop has problems in that area.  Its your laptop and you need to use its documentation to find out how to disable one or use windows device manager to disable the Intel Graphics adapter.  Try Windows Device manager first to disable the Intel device and reboot Windows.

                                  • 15. Re: Adobe Photoshop CC 2014 'Stopped working'
                                    Gullenbean Level 1

                                    So the two different drivers are conflicting in theory? i can do that from the device manager correct. Thankyou very much for your help so far, hugely appreciated!

                                    • 16. Re: Adobe Photoshop CC 2014 'Stopped working'
                                      JJMack Most Valuable Participant

                                      I do not feel it my job to teach you how to use an OS I don't have access to, to you. Most window things are configured through the windows control panel. Devices through the control panels device manager all devices on you machine you can be configured there. Make sure you install the latest Nvidia drivers first.

                                      • 17. Re: Adobe Photoshop CC 2014 'Stopped working'
                                        Gullenbean Level 1

                                        absolutely agree but its better to be tolerant of different skill levels when providing support on community forums. Thankyou all the same though for your responses, I feel i've made progress towards a solution with your help!

                                        • 18. Re: Adobe Photoshop CC 2014 'Stopped working'
                                          Gullenbean Level 1

                                          FOR ANYONE READING THIS ON THE OFF CHANCE - My problem was the nVidia GeForce 650M graphics card. I disabled it from the Device Manager. The intel card (Intel(R) HD graphics 4000) worked on its own and photoshop is now working fine

                                          • 19. Re: Adobe Photoshop CC 2014 'Stopped working'
                                            JJMack Most Valuable Participant

                                            You may want to enable your Geforce 650M and disable your HD 4000. NVIDIA GeForce GT 650M Vs Intel HD Graphics 4000

                                            • 20. Re: Adobe Photoshop CC 2014 'Stopped working'
                                              Gullenbean Level 1

                                              Tried that, Photoshop crashed so what I have now is the best solution