17 Replies Latest reply on Jul 26, 2015 7:34 PM by JJMack

    welcome videos not playing


      None of the welcome screen tips & technique videos play in Photoshop and I have an extremely fast Internet connection. What is going on?

        • 1. Re: welcome videos not playing
          JJMack Most Valuable Participant

          What OS are you using. The Welcome window seems to be services by "Adobe CEP HTML Engine".  On Windows in the Task manager I see two process CEPHtmlEngine.exe *32 that have changing working set as videos play. When I start playing a video I see a third occurrence of CEPHtmlEngine.exe *32  start. Closing the welcome window all three terminate.

          • 2. Re: welcome videos not playing
            JuJuGrafiks Level 1

            Windows 7 Home Premium 64-bit. I"m not sure what you're saying about the CEPHtmlEngine.exe and seeing a third occurrence of it. The videos act like they are going to start but simply spin and spin and spin without any error message. I tried giving feedback (in the settings on lower rt) but that button doesn't work either.

            • 3. Re: welcome videos not playing
              JuJuGrafiks Level 1

              They won't play in Illustrator CC 2014 either - would love and appreciate some feedback.

              • 4. Re: welcome videos not playing
                Mark VerMurlen Adobe Employee

                Can you try playing the videos in the tutorials at https://helpx.adobe.com/photoshop.html in your browser and see if they will play back?


                Mark VerMurlen

                Adobe Engineering

                • 5. Re: welcome videos not playing
                  JuJuGrafiks Level 1

                  Yes, quickly without any delay. Why won't they play when opening the application?

                  • 6. Re: welcome videos not playing
                    Mark VerMurlen Adobe Employee

                    Can you post a screen shot of what it looks like shortly after you click the play button on the tutorial image in the Welcome screen?  I want to see how much of the movie player UI gets drawn (if any).



                    • 7. Re: welcome videos not playing
                      JuJuGrafiks Level 1

                      Here you go. One at 3:55 & the other at 3:59 with no change.Fullscreen capture 10242014 35514 PM.jpgFullscreen capture 10242014 35915 PM.jpg

                      • 8. Re: welcome videos not playing
                        Mark VerMurlen Adobe Employee

                        Your original post says "None of the welcome screen tips & technique videos play in Photoshop".  Does that mean that you can get some of the video's to play properly in the Getting Started and New Features panels?

                        • 9. Re: welcome videos not playing
                          JuJuGrafiks Level 1

                          No sir, absolutely none of the videos play - not in Photoshop or Illustrator...haven't check InDesign yet but it seems to be an in-app flaw. In the case of the screen shots I was in New Features.

                          • 10. Re: welcome videos not playing
                            JuJuGrafiks Level 1

                            Same, same in InDesign...open to view and the videos will not play!

                            Fullscreen capture 10242014 41402 PM.jpg

                            • 11. Re: welcome videos not playing
                              Mark VerMurlen Adobe Employee

                              Thanks for all your input.  I need to contact the team that creates the underlying technology for video playback that's in use here, since its obvious this is a bigger issue than just Photoshop.  I probably won't have any additional info or questions to post until Monday.  Sorry I can't give you a better answer.

                              • 12. Re: welcome videos not playing
                                weiguo@adobe.com Adobe Employee

                                Hi Julie,


                                This is the first time we heard about this issue. We need to collect some information about your machine.


                                Could you please run Photoshop, Help > System Info, copy all the info and paste here in the forum?



                                • 13. Re: welcome videos not playing

                                  I have exactly the same issue.


                                  Videos won't play in the welcome box.


                                  I have two computers, one running windows 7, the other running widows 8.1, videos won't play on either machine.


                                  I have 100meg download speed at home and faster at office.

                                  • 14. Re: welcome videos not playing
                                    JuJuGrafiks Level 1

                                    Sorry for the delay. Still having issues only on one machine. Works perfectly on my home computer running Windows 8, but still not working on my work computer running Windows 7. Didn't have issues until Adobe updated to CS 2014. A fix would be greatly appreciated. Probably important to note that my ISP is actually faster in my office than at home so I know for sure that it's not a speed issue.


                                    See requested info below from Staff Member in October. Thanks!


                                    Adobe Photoshop Version: 2014.2.2 20141204.r.310 2014/12/04:23:59:59 CL 994532  x64

                                    Operating System: Windows 7 64-bit

                                    Version: 6.1 Service Pack 1

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

                                    Physical processor count: 2

                                    Logical processor count: 4

                                    Processor speed: 2260 MHz

                                    Built-in memory: 7991 MB

                                    Free memory: 3822 MB

                                    Memory available to Photoshop: 6973 MB

                                    Memory used by Photoshop: 70 %

                                    3D Multitone Printing: Disabled.

                                    Windows 2x UI: Disabled.

                                    Highbeam: Enabled.

                                    Image tile size: 128K

                                    Image cache levels: 4

                                    Font Preview: Medium

                                    TextComposer: Latin

                                    Display: 1

                                    Display Bounds: top=0, left=0, bottom=800, right=1280

                                    Display: 2

                                    Display Bounds: top=-34, left=1280, bottom=866, right=2880

                                    OpenGL Drawing: Enabled.

                                    OpenGL Allow Old GPUs: Not Detected.

                                    OpenGL Drawing Mode: Basic

                                    OpenGL Allow Normal Mode: False.

                                    OpenGL Allow Advanced Mode: False.







                                    glgpu[0].GLName="Intel(R) Graphics Media Accelerator HD"





                                    glgpu[0].GLRenderer="Intel(R) Graphics Media Accelerator HD"







                                    glgpu[0].glGetString[GL_SHADING_LANGUAGE_VERSION]="1.20  - Intel Build"

                                    glgpu[0].glGetProgramivARB[GL_FRAGMENT_PROGRAM_ARB][GL_MAX_PROGRAM_INSTRUCTIONS_ARB]=[1024 ]




















                                    License Type: Subscription

                                    Serial number: 90970958311749301691

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

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

                                    Photoshop scratch has async I/O enabled

                                    Scratch volume(s):

                                      Startup, 279.0G, 69.1G 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 

                                       ACE.dll   ACE 2014/08/12-23:42:09   79.557478   79.557478

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

                                       AdbePM.dll   PatchMatch 2014/09/07-21:07:38   79.558079   79.558079

                                       AdobeLinguistic.dll   Adobe Linguisitc Library   8.0.0 

                                       AdobeOwl.dll   Adobe Owl   5.2.4 

                                       AdobePDFL.dll   PDFL 2014/08/18-15:13:12   79.512424   79.512424

                                       AdobePIP.dll   Adobe Product Improvement Program 

                                       AdobeXMP.dll   Adobe XMP Core 2014/08/20-09:53:02   79.156797   79.156797

                                       AdobeXMPFiles.dll   Adobe XMP Files 2014/08/20-09:53:02   79.156797   79.156797

                                       AdobeXMPScript.dll   Adobe XMP Script 2014/08/20-09:53:02   79.156797   79.156797

                                       adobe_caps.dll   Adobe CAPS   8,0,0,13 

                                       AGM.dll   AGM 2014/08/12-23:42:09   79.557478   79.557478

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

                                       amtlib.dll   AMTLib (64 Bit) BuildVersion: 8.0; BuildDate: Wed Jul 30 2014 15:59:34)   1.000000

                                       ARE.dll   ARE 2014/08/12-23:42:09   79.557478   79.557478

                                       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 2014/08/12-23:42:09   79.557478   79.557478

                                       BIBUtils.dll   BIBUtils 2014/08/12-23:42:09   79.557478   79.557478

                                       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

                                       CITThreading.dll   Adobe CITThreading

                                       CoolType.dll   CoolType 2014/08/12-23:42:09   79.557478   79.557478

                                       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 

                                       igestep30.dll   IGES Reader 

                                       imslib.dll   IMSLib DLL 

                                       JP2KLib.dll   JP2KLib 2014/06/28-00:28:27   79.254012   79.254012

                                       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 

                                       mediacoreif.dll   photoshopdva   8.0.0 

                                       MPS.dll   MPS 2014/08/18-23:43:19   79.557676   79.557676

                                       pdfsettings.dll   Adobe PDFSettings   1.04 

                                       Photoshop.dll   Adobe Photoshop CC 2014   15.2.2 

                                       Plugin.dll   Adobe Photoshop CC 2014   15.2.2 

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

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

                                       PSArt.dll   Adobe Photoshop CC 2014   15.2.2 

                                       PSViews.dll   Adobe Photoshop CC 2014   15.2.2 

                                       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 

                                       TfKernel.dll   Kernel 

                                       TFKGEOM.dll   Kernel Geom 

                                       TFUGEOM.dll   Adobe, UGeom© 

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

                                       VulcanControl.dll   Vulcan Application Control Library 

                                       VulcanMessage5.dll   Vulcan Message Library 

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

                                       wu3d.dll   U3D Writer 





                                    Required plug-ins:



                                       3D Studio 15.2.2 (2014.2.2 x001 x003)

                                       Accented Edges 15.2.2

                                       Adaptive Wide Angle 15.2.2

                                       Angled Strokes 15.2.2

                                       Average 15.2.2 (2014.2.2 x001 x003)

                                       Bas Relief 15.2.2

                                       BMP 15.2.2

                                       Camera Raw 8.7.1

                                       Camera Raw Filter 8.7.1

                                       Chalk & Charcoal 15.2.2

                                       Charcoal 15.2.2

                                       Chrome 15.2.2

                                       Cineon 15.2.2 (2014.2.2 x001 x003)

                                       Clouds 15.2.2 (2014.2.2 x001 x003)

                                       Collada 15.2.2 (2014.2.2 x001 x003)

                                       Color Halftone 15.2.2

                                       Colored Pencil 15.2.2

                                       CompuServe GIF 15.2.2

                                       Conté Crayon 15.2.2

                                       Craquelure 15.2.2

                                       Crop and Straighten Photos 15.2.2 (2014.2.2 x001 x003)

                                       Crop and Straighten Photos Filter 15.2.2

                                       Crosshatch 15.2.2

                                       Crystallize 15.2.2

                                       Cutout 15.2.2

                                       Dark Strokes 15.2.2

                                       De-Interlace 15.2.2

                                       Dicom 15.2.2

                                       Difference Clouds 15.2.2 (2014.2.2 x001 x003)

                                       Diffuse Glow 15.2.2

                                       Displace 15.2.2

                                       Dry Brush 15.2.2

                                       Eazel Acquire 15.2.2 (2014.2.2 x001 x003)

                                       Embed Watermark 4.0

                                       Entropy 15.2.2 (2014.2.2 x001 x003)

                                       Export Color Lookup Tables NO VERSION

                                       Extrude 15.2.2

                                       FastCore Routines 15.2.2 (2014.2.2 x001 x003)

                                       Fibers 15.2.2

                                       Film Grain 15.2.2

                                       Filter Gallery 15.2.2

                                       Flash 3D 15.2.2 (2014.2.2 x001 x003)

                                       Fresco 15.2.2

                                       Glass 15.2.2

                                       Glowing Edges 15.2.2

                                       Google Earth 4 15.2.2 (2014.2.2 x001 x003)

                                       Grain 15.2.2

                                       Graphic Pen 15.2.2

                                       Halftone Pattern 15.2.2

                                       HDRMergeUI 15.2.2

                                       HSB/HSL 15.2.2

                                       IFF Format 15.2.2

                                       IGES 15.2.2 (2014.2.2 x001 x003)

                                       Ink Outlines 15.2.2

                                       JPEG 2000 15.2.2

                                       Kurtosis 15.2.2 (2014.2.2 x001 x003)

                                       Lens Blur 15.2.2

                                       Lens Correction 15.2.2

                                       Lens Flare 15.2.2

                                       Liquify 15.2.2

                                       Matlab Operation 15.2.2 (2014.2.2 x001 x003)

                                       Maximum 15.2.2 (2014.2.2 x001 x003)

                                       Mean 15.2.2 (2014.2.2 x001 x003)

                                       Measurement Core 15.2.2 (2014.2.2 x001 x003)

                                       Median 15.2.2 (2014.2.2 x001 x003)

                                       Mezzotint 15.2.2

                                       Minimum 15.2.2 (2014.2.2 x001 x003)

                                       MMXCore Routines 15.2.2 (2014.2.2 x001 x003)

                                       Mosaic Tiles 15.2.2

                                       Multiprocessor Support 15.2.2 (2014.2.2 x001 x003)

                                       Neon Glow 15.2.2

                                       Note Paper 15.2.2

                                       NTSC Colors 15.2.2 (2014.2.2 x001 x003)

                                       Ocean Ripple 15.2.2

                                       OpenEXR 15.2.2

                                       Paint Daubs 15.2.2

                                       Palette Knife 15.2.2

                                       Patchwork 15.2.2

                                       Paths to Illustrator 15.2.2

                                       PCX 15.2.2 (2014.2.2 x001 x003)

                                       Photocopy 15.2.2

                                       Photoshop 3D Engine 15.2.2 (2014.2.2 x001 x003)

                                       Photoshop Touch 14.0

                                       Picture Package Filter 15.2.2 (2014.2.2 x001 x003)

                                       Pinch 15.2.2

                                       Pixar 15.2.2 (2014.2.2 x001 x003)

                                       Plaster 15.2.2

                                       Plastic Wrap 15.2.2

                                       PLY 15.2.2 (2014.2.2 x001 x003)

                                       PNG 15.2.2

                                       Pointillize 15.2.2

                                       Polar Coordinates 15.2.2

                                       Portable Bit Map 15.2.2 (2014.2.2 x001 x003)

                                       Poster Edges 15.2.2

                                       PRC 15.2.2 (2014.2.2 x001 x003)

                                       Radial Blur 15.2.2

                                       Radiance 15.2.2 (2014.2.2 x001 x003)

                                       Range 15.2.2 (2014.2.2 x001 x003)

                                       Read Watermark 4.0

                                       Render Color Lookup Grid NO VERSION

                                       Reticulation 15.2.2

                                       Ripple 15.2.2

                                       Rough Pastels 15.2.2

                                       Save for Web 15.2.2

                                       ScriptingSupport 15.2.2

                                       Shake Reduction 15.2.2

                                       Shear 15.2.2

                                       Skewness 15.2.2 (2014.2.2 x001 x003)

                                       Smart Blur 15.2.2

                                       Smudge Stick 15.2.2

                                       Solarize 15.2.2 (2014.2.2 x001 x003)

                                       Spatter 15.2.2

                                       Spherize 15.2.2

                                       Sponge 15.2.2

                                       Sprayed Strokes 15.2.2

                                       Stained Glass 15.2.2

                                       Stamp 15.2.2

                                       Standard Deviation 15.2.2 (2014.2.2 x001 x003)

                                       STL 15.2.2 (2014.2.2 x001 x003)

                                       Sumi-e 15.2.2

                                       Summation 15.2.2 (2014.2.2 x001 x003)

                                       Targa 15.2.2

                                       Texturizer 15.2.2

                                       Tiles 15.2.2

                                       Torn Edges 15.2.2

                                       Twirl 15.2.2

                                       U3D 15.2.2 (2014.2.2 x001 x003)

                                       Underpainting 15.2.2

                                       Vanishing Point 15.2.2

                                       Variance 15.2.2 (2014.2.2 x001 x003)

                                       Virtual Reality Modeling Language | VRML 15.2.2 (2014.2.2 x001 x003)

                                       Water Paper 15.2.2

                                       Watercolor 15.2.2

                                       Wave 15.2.2

                                       Wavefront|OBJ 15.2.2 (2014.2.2 x001 x003)

                                       WIA Support 15.2.2 (2014.2.2 x001 x003)

                                       Wind 15.2.2

                                       Wireless Bitmap 15.2.2 (2014.2.2 x001 x003)

                                       ZigZag 15.2.2



                                    Optional and third party plug-ins: NONE



                                    Plug-ins that failed to load: NONE



                                       Adobe Color Themes

                                    Installed TWAIN devices: NONE

                                    • 15. Re: welcome videos not playing
                                      JJMack Most Valuable Participant

                                      I had a problem with the latest update. Even though the update stated is was successfully installed it was not working., I did not have the new preset Do not show the welcome screen and I I tried to open the welcome screen I received a pop-up error message



                                      So I downloaded the CC 2014 direct installer and installed it over the failing install.  The Installer Installed CC 2014 over itself however the Applacation manager installer hung and would not terminate.  Every once in a while its status would change from not responding to running but it would not end. So  I terminated and was able to start CC 2014. When I used menu Help>Updates the Application manages updated to version 15.2.2 and also install ACR 8.7.1 however once again the Application manager hung. 


                                      After terminating the Application Manager I had the new Preset Do not show Welcome Screen and I am able to open the Welcome screen and Play the videos.    Photoshop's internal browser CEPHtmlEngine.exe  seams to be what displays the Welcome Screen and the video tutorials.  They work on my PC,  Windows7 Pro with updates and CC 2014.2.2.



                                      From the Video Player bar I can right click and see the html source. The Videos seem to be mp4 files hosted on  Adobe TV.  So make sure you Display Adapter is up to date and that you can play adobe video tutorials from Adobe TV in you default Browser.  If you can perhaps the Welcome Screen Videos will Play in Photoshop web Browser CEPHtmlEngine.exe .  I do not know how Photoshop launches CEPHtmlEngine.exe  it seems to be is a  thread that terminates if you use an item from create and then get re launched after the create operation is completed by the user.


                                      The Do not show Preference is also a strange beast.  If you check it but then open the welcome screen it will become unchecked. So If you open the Welcome screen you need to make sure you use edit preferences or one the check box that are in some of the bottom banners of Welcome Screen pages if you don't want the Welcome screen to open the next time you start CC 2014.

                                      • 16. Re: welcome videos not playing

                                        I'm having the same problem in Illustrator.  I'm running Windows 8