8 Replies Latest reply on Mar 14, 2018 6:24 AM by arianlooloo

    Photoshop CC 2017 has stopped working

    SigmaGTX

      Hey, I just updated Photoshop yesterday and now it crashes upon launch. I uninstalled and reinstalled and it's still not working. Lightroom runs fine.

       

      I'm running windows 10

      NVIDIA GTX 970

      AMD Phenom II X4 965

        • 1. Re: Photoshop CC 2017 has stopped working
          gener7 Adobe Community Professional & MVP

          I have a feeling it's the Lavasoft web companion. It's been crashing CC 2017 as of late, but it could be a graphics driver.

           

          Can you look at the Event Viewer and tell us what the "Faulting Module" is?

           

          1. Go to the Start Screen.

          2. Type in Event Viewer.

          3. This will bring up the Event Viewer box. Click to open the Event Viewer.

          4. In the left pane, expand Windows Logs.

          5. Click on Application and System log.  Highlight the first event in the log and use your arrow keys to scroll down. Most of your event will be in formation. You may see Yellow Warnings or Red Errors. If you see a red error, you can double click on it to bring it up and copy the contents to a document.

          • 2. Re: Photoshop CC 2017 has stopped working
            SigmaGTX Level 1

            Is this it? I just tried running Photoshop and this was the latest error.

             

            Log Name:      Application

            Source:        ESENT

            Date:          1/1/2017 11:28:04 PM

            Event ID:      454

            Task Category: Logging/Recovery

            Level:         Error

            Keywords:      Classic

            User:          N/A

            Computer:     

            Description:

            DllHost (14516) Microsoft.Windows.Cortana_cw5n1h2txyewy_NOEDP_LEGACY_IDB: Database recovery/restore failed with unexpected error -530.

            Event Xml:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

                <Provider Name="ESENT" />

                <EventID Qualifiers="0">454</EventID>

                <Level>2</Level>

                <Task>3</Task>

                <Keywords>0x80000000000000</Keywords>

                <TimeCreated SystemTime="2017-01-02T03:28:04.391280100Z" />

                <EventRecordID>7125</EventRecordID>

                <Channel>Application</Channel>

                <Computer></Computer>

                <Security />

              </System>

              <EventData>

                <Data>DllHost</Data>

                <Data>14516</Data>

                <Data>Microsoft.Windows.Cortana_cw5n1h2txyewy_NOEDP_LEGACY_IDB: </Data>

                <Data>-530</Data>

              </EventData>

            </Event>

            • 3. Re: Photoshop CC 2017 has stopped working
              gener7 Adobe Community Professional & MVP

              You would want Photoshop's crash report, not ESENT

              • 4. Re: Photoshop CC 2017 has stopped working
                SigmaGTX Level 1

                This was an info one.

                 

                Log Name:      Application

                Source:        Windows Error Reporting

                Date:          1/1/2017 11:29:20 PM

                Event ID:      1001

                Task Category: None

                Level:         Information

                Keywords:      Classic

                User:          N/A

                Computer:    

                Description:

                Fault bucket 120659045043, type 4

                Event Name: APPCRASH

                Response: Not available

                Cab Id: 0

                 

                 

                Problem signature:

                P1: Photoshop.exe

                P2: 18.0.1.29

                P3: 583e911d

                P4: LavasoftTcpService64.dll

                P5: 2.3.4.7

                P6: 555dc671

                P7: c0000095

                P8: 0000000000008902

                P9:

                P10:

                 

                 

                Attached files:

                \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER79F6.tmp.WERInternalMetadata.xml

                 

                 

                These files may be available here:

                C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Photoshop.exe_6299563df7b29e90 a8ee939857ba19b35fe9_f62b9bbd_0ba38252

                 

                 

                Analysis symbol:

                Rechecking for solution: 0

                Report Id: 89a0dc5f-596a-4a44-82bb-1d9cc9f29d60

                Report Status: 1

                Hashed bucket: 0c5ed272dc2581c42f39e737c5355ae1

                Event Xml:

                <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

                  <System>

                    <Provider Name="Windows Error Reporting" />

                    <EventID Qualifiers="0">1001</EventID>

                    <Level>4</Level>

                    <Task>0</Task>

                    <Keywords>0x80000000000000</Keywords>

                    <TimeCreated SystemTime="2017-01-02T03:29:20.149486700Z" />

                    <EventRecordID>7127</EventRecordID>

                    <Channel>Application</Channel>

                    <Computer></Computer>

                    <Security />

                  </System>

                  <EventData>

                    <Data>120659045043</Data>

                    <Data>4</Data>

                    <Data>APPCRASH</Data>

                    <Data>Not available</Data>

                    <Data>0</Data>

                    <Data>Photoshop.exe</Data>

                    <Data>18.0.1.29</Data>

                    <Data>583e911d</Data>

                    <Data>LavasoftTcpService64.dll</Data>

                    <Data>2.3.4.7</Data>

                    <Data>555dc671</Data>

                    <Data>c0000095</Data>

                    <Data>0000000000008902</Data>

                    <Data>

                    </Data>

                    <Data>

                    </Data>

                    <Data>

                \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER79F6.tmp.WERInternalMetadata.xml</Data>

                    <Data>C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Photoshop.exe_6299563df 7b29e90a8ee939857ba19b35fe9_f62b9bbd_0ba38252</Data>

                    <Data>

                    </Data>

                    <Data>0</Data>

                    <Data>89a0dc5f-596a-4a44-82bb-1d9cc9f29d60</Data>

                    <Data>1</Data>

                    <Data>0c5ed272dc2581c42f39e737c5355ae1</Data>

                  </EventData>

                </Event>

                • 5. Re: Photoshop CC 2017 has stopped working
                  gener7 Adobe Community Professional & MVP

                  LavasoftTCPService, that's the problem.

                   

                  Ok, go to Windows Add/Remove Programs, look for "Web Companion". Uninstall it. Restart your PC and see if that fixes it.

                   

                  I'll wait.

                   

                  Gene

                  • 6. Re: Photoshop CC 2017 has stopped working
                    SigmaGTX Level 1

                    It worked!! Thank you so much!! That app was using a bunch of data on me as well so I had killed it but it needed to be removed!

                    • 7. Re: Photoshop CC 2017 has stopped working
                      gener7 Adobe Community Professional & MVP

                      Now I know of an easy way to deal with this. Because a Lavasoft dll is what is causing the crash, people are looking for a program named Lavasoft, but they leave their name out of it and call it "web companion".

                       

                      Gene

                      • 8. Re: Photoshop CC 2017 has stopped working
                        arianlooloo

                        Hello I have this problem too but I don't have lavasofttcpservice