5 Replies Latest reply on Feb 11, 2018 10:19 PM by mavaddatj

    Photoshop CC crashes at first launch (EXCEPTION_ACCESS_VIOLATION error)

    yprime

      Hello,

       

      I just installed Photoshop CC on my new PC and the application immediately crashes at launch. It get to the "Initializing menus..." step and then crashes. Below are my PC specs and the Crash Report details:

       

      PC:

      OS: Windows 10 Pro x64

      CPU: i7-6700 @3.40GHz

      RAM: 16GB

       

      Crash Report Details:

      <?xml version="1.0"?>

      <!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

      <crashreport serviceVersion="1.6.1" clientVersion="1.6.1" applicationName="Adobe Photoshop CC" applicationVersion="19.0" build="20170929.r.165">

      <time year="2017" month="10" day="23" hour="17" minute="45" second="19"/>

      <user guid="d487344c-06bd-49a1-a13f-08da11a6dfbc"/>

      <system platform="Windows 10 Pro" osversion="10.0" osbuild="14393" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16264" machine="Intel(R) Core(TM) i7-6700 CPU @ 3.40GHz" model="Intel64 Family 6 Model 94 Stepping 3" cpuCount="8" cpuType="8664" cpuFreq="3408 MHz"/>

      <crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFB61C26570">

      <backtrace crashedThread="0">

      <thread index="0">

      <stackStatement index="0" address="0x00007FFB61C26570" symbolname="EntryFM"/>

      <stackStatement index="1" address="0x00007FFBBA5B379A" symbolname="_intrinsic_setjmpex"/>

      <stackStatement index="2" address="0x00007FF72573A2B8" symbolname="boost::archive::detail::pointer_oserializer&#60;boost::archive::xml_oarchive, dbrush_000011011100::Modeler&#62;::save_object_ptr"/>

      <stackStatement index="3" address="0x00007FFBA6C9C150" symbolname="_C_specific_handler"/>

      <stackStatement index="4" address="0x00007FFBBD7AAB9D" symbolname="_chkstk"/>

      <stackStatement index="5" address="0x00007FFBBD749913" symbolname="RtlImageNtHeaderEx"/>

      <stackStatement index="6" address="0x00007FFBBD7A9CBA" symbolname="KiUserExceptionDispatcher"/>

      <stackStatement index="7" address="0x00007FFB7C2275C3" symbolname="DisableSubmitThread"/>

      <stackStatement index="8" address="0x00007FFB7C21FF0D" symbolname="DisableSubmitThread"/>

      <stackStatement index="9" address="0x00007FFB7C21E56D" symbolname="XopGetRealDeviceId"/>

      <stackStatement index="10" address="0x00007FFB7C217CCE" symbolname="SetThunkProxyBypassMode"/>

      <stackStatement index="11" address="0x000000006BA209E4" symbolname="DrvPresentBuffers"/>

      <stackStatement index="12" address="0x000000006BA01ADE" symbolname="DrvPresentBuffers"/>

      <stackStatement index="13" address="0x000000006C8144E2" symbolname="DrvPresentBuffers"/>

      <stackStatement index="14" address="0x000000006C7CDF53" symbolname="DrvPresentBuffers"/>

      <stackStatement index="15" address="0x000000006BAFF7EB" symbolname="DrvPresentBuffers"/>

      <stackStatement index="16" address="0x000000006C66DCF1" symbolname="DrvPresentBuffers"/>

      <stackStatement index="17" address="0x000000006C66DEC8" symbolname="DrvPresentBuffers"/>

      <stackStatement index="18" address="0x000000006C66D8A8" symbolname="DrvPresentBuffers"/>

      <stackStatement index="19" address="0x000000006B9C44AD" symbolname="getEGLInterface"/>

      <stackStatement index="20" address="0x000000006B9C5EF7" symbolname="DrvDescribePixelFormat"/>

      <stackStatement index="21" address="0x00007FFBA21F8716" symbolname="DrvDescribePixelFormat"/>

      <stackStatement index="22" address="0x00007FFB8E85BBF6" symbolname="wglDescribePixelFormat"/>

      <stackStatement index="23" address="0x00007FFB8E85AF65" symbolname="wglChoosePixelFormat"/>

      <stackStatement index="24" address="0x00007FFBBAB146A9" symbolname="ChoosePixelFormat"/>

      <stackStatement index="25" address="0x00007FFB59D59851" symbolname="AIF::OGL::Context::ChoosePixelFormat"/>

      <stackStatement index="26" address="0x00007FFB59D5A172" symbolname="AIF::OGL::Context::setupRenderingContext"/>

      <stackStatement index="27" address="0x00007FFB59D5A7E2" symbolname="AIF::OGL::Context::initialize"/>

      <stackStatement index="28" address="0x00007FFB59D5649E" symbolname="AIF::OGL::ContextOffscreen::ContextOffscreen"/>

      <stackStatement index="29" address="0x00007FF7230B0A47" symbolname="unknown"/>

      <stackStatement index="30" address="0x00007FF7230B1627" symbolname="unknown"/>

      <stackStatement index="31" address="0x00007FF72309E137" symbolname="unknown"/>

      <stackStatement index="32" address="0x00007FF724E3DB25" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="33" address="0x00007FF724A7CD03" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="34" address="0x00007FF724A7D1DA" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="35" address="0x00007FF72457E81A" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="36" address="0x00007FF72457E7D2" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="37" address="0x00007FF7245606F6" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="38" address="0x00007FF72456CD19" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="39" address="0x00007FF7244C3A27" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="40" address="0x00007FF724D6B526" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="41" address="0x00007FF724D660DE" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="42" address="0x00007FF724E2CEFE" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="43" address="0x00007FF7244C5899" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="44" address="0x00007FF723793BF2" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="45" address="0x00007FF724E0C8B8" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

      <stackStatement index="46" address="0x00007FF7254BA237" symbolname="boost::archive::detail::pointer_oserializer&#60;boost::archive::xml_oarchive, dbrush_000011011100::Modeler&#62;::save_object_ptr"/>

      <stackStatement index="47" address="0x00007FFBBAC98364" symbolname="BaseThreadInitThunk"/>

      <stackStatement index="48" address="0x00007FFBBD7670D1" symbolname="RtlUserThreadStart"/>

      </thread>

      </backtrace>

      <registerSet>

      <register name="RAX" value="0x00007FFB61C26570"/>

      <register name="RBX" value="0x0000000000000000"/>

      <register name="RCX" value="0x000000000000000B"/>

      <register name="RDX" value="0x00000234E74A8F60"/>

      <register name="RSI" value="0x0000000000000000"/>

      <register name="RDI" value="0x00000234E1A44D20"/>

      <register name="RSP" value="0x00000062888FA138"/>

      <register name="RBP" value="0x00000062888FA1D0"/>

      <register name="RIP" value="0x00007FFB61C26570"/>

      <register name="EFL" value="0x0000000000010246"/>

      <register name="LastExceptionToRip" value="0x0000000000000000"/>

      <register name="LastExceptionFromRip" value="0x0000000000000000"/>

      </registerSet>

       

       

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      <binaryImage start="0x00007FFB8D7D0000" end="0x00007FFB8D805000" path="adobe\BIBUtils.dll"/>

      <binaryImage start="0x00007FFB73520000" end="0x00007FFB73599000" path="adobe\AdobeSVGAGM.dll"/>

      <binaryImage start="0x000000006D840000" end="0x000000006DC46000" path="adobe\SVGRE.dll"/>

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      <binaryImage start="0x00007FFB61190000" end="0x00007FFB61668000" path="adobe\AGM.dll"/>

      <binaryImage start="0x00007FFB60D70000" end="0x00007FFB61182000" path="adobe\CoolType.dll"/>

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      <binaryImage start="0x00007FFB605D0000" end="0x00007FFB60D65000" path="adobe\ScriptingSupport.8li"/>

      <binaryImage start="0x00007FFB5FEC0000" end="0x00007FFB60049000" path="adobe\Spaces.8li"/>

      <binaryImage start="0x00007FFB59FB0000" end="0x00007FFB5FEB8000" path="adobe\libcef.dll"/>

      <binaryImage start="0x00007FFBBD380000" end="0x00007FFBBD388000" path="psapi.dll"/>

      <binaryImage start="0x00007FFBBC810000" end="0x00007FFBBC90A000" path="comdlg32.dll"/>

      <binaryImage start="0x00007FFBBAC30000" end="0x00007FFBBAC85000" path="wintrust.dll"/>

      <binaryImage start="0x00007FFBB80A0000" end="0x00007FFBB80C3000" path="winmm.dll"/>

      <binaryImage start="0x00007FFB96530000" end="0x00007FFB96595000" path="oleacc.dll"/>

      <binaryImage start="0x00007FFBB8A50000" end="0x00007FFBB8A5C000" path="hid.dll"/>

      <binaryImage start="0x00007FFB59F10000" end="0x00007FFB59FA3000" path="adobe\chrome_elf.dll"/>

      <binaryImage start="0x00007FFB9D250000" end="0x00007FFB9D269000" path="usp10.dll"/>

      <binaryImage start="0x00007FFB91B70000" end="0x00007FFB91B81000" path="credui.dll"/>

      <binaryImage start="0x00007FFB59E70000" end="0x00007FFB59F08000" path="cryptui.dll"/>

      <binaryImage start="0x00007FFBB9710000" end="0x00007FFBB9736000" path="ncrypt.dll"/>

      <binaryImage start="0x00007FFBB63E0000" end="0x00007FFBB63EC000" path="secur32.dll"/>

      <binaryImage start="0x00007FFBAA480000" end="0x00007FFBAA642000" path="urlmon.dll"/>

      <binaryImage start="0x00007FFBB7F50000" end="0x00007FFBB7F63000" path="wtsapi32.dll"/>

      <binaryImage start="0x00007FFB98530000" end="0x00007FFB986BD000" path="d3d9.dll"/>

      <binaryImage start="0x00007FFB98E90000" end="0x00007FFB98EB3000" path="dxva2.dll"/>

      <binaryImage start="0x00007FFBB6BE0000" end="0x00007FFBB6BFA000" path="dhcpcsvc.dll"/>

      <binaryImage start="0x00007FFBBD670000" end="0x00007FFBBD678000" path="nsi.dll"/>

      <binaryImage start="0x00007FFBB6B00000" end="0x00007FFBB6B62000" path="wevtapi.dll"/>

      <binaryImage start="0x00007FFBB8040000" end="0x00007FFBB806B000" path="WINMMBASE.dll"/>

      <binaryImage start="0x00007FFBB96D0000" end="0x00007FFBB970B000" path="ntasn1.dll"/>

      <binaryImage start="0x00007FFBAA1D0000" end="0x00007FFBAA473000" path="iertutil.dll"/>

      <binaryImage start="0x00007FFBB4630000" end="0x00007FFBB4649000" path="samcli.dll"/>

      <binaryImage start="0x00007FFBB8C90000" end="0x00007FFBB8CE6000" path="winsta.dll"/>

      <binaryImage start="0x00007FFBB8830000" end="0x00007FFBB8858000" path="devobj.dll"/>

      <binaryImage start="0x00007FFB7C110000" end="0x00007FFB7C162000" path="adobe\WinRTSupport.dll"/>

      <binaryImage start="0x00007FFBB5610000" end="0x00007FFBB5746000" path="WinTypes.dll"/>

      <binaryImage start="0x00007FFB8EFC0000" end="0x00007FFB8EFFA000" path="rometadata.dll"/>

      <binaryImage start="0x00007FFB59CA0000" end="0x00007FFB59E6C000" path="adobe\aif.dll"/>

      <binaryImage start="0x00007FFBA21F0000" end="0x00007FFBA220F000" path="atig6pxx.dll"/>

      <binaryImage start="0x000000006B880000" end="0x000000006D833000" path="atio6axx.dll"/>

      <binaryImage start="0x00007FFB7C210000" end="0x00007FFB7C243000" path="atig6txx.dll"/>

      <binaryImage start="0x00007FFB96D30000" end="0x00007FFB96E84000" path="atiadlxx.dll"/>

      </binaryImageSet>

      <dumpType>

      Mini

      </dumpType>

      </crash>

       

       

      </crashreport>

       

      Please help and thank you.

       

      [Here is the list of all Adobe forums... https://forums.adobe.com/welcome]

      [Moved from CS6 & earlier Creative Suites to Cloud Install forum... Mod]

        • 1. Re: Photoshop CC crashes at first launch (EXCEPTION_ACCESS_VIOLATION error)
          Bani Verma Adobe Employee

          Moving this thread to Photoshop forum as experts here will be able to assist you better with the crash issue.

          1 person found this helpful
          • 3. Re: Photoshop CC crashes at first launch (EXCEPTION_ACCESS_VIOLATION error)
            gravityover

            I have the exact same error.  I just updated everything.

            • 4. Re: Photoshop CC crashes at first launch (EXCEPTION_ACCESS_VIOLATION error)
              WeAreOurselves

              Same issue here. Tried everything from re-installing Photoshop, installing older versions, updating drivers, updating Windows, and even testing for graphics card issues. Can anyone shed some light on this ACCESS_VIOLATION_EXCEPTION?

               

              <?xml version="1.0"?>

              <!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

              <crashreport serviceVersion="1.6.1" clientVersion="1.6.1" applicationName="Adobe Photoshop CC" applicationVersion="19.0" build="20171103.r.190">

              <time year="2017" month="12" day="16" hour="3" minute="12" second="29"/>

              <user guid="16e1cfd2-9fdf-47c4-9781-3052fdd88b8c"/>

              <system platform="Windows 10 Pro" osversion="10.0" osbuild="16299" applicationlanguage="ja-jp" userlanguage="ja-JP" oslanguage="ja-JP" ram="16272" machine="Intel(R) Core(TM) i7-6770HQ CPU @ 2.60GHz" model="Intel64 Family 6 Model 94 Stepping 3" cpuCount="8" cpuType="8664" cpuFreq="2592 MHz"/>

              <crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFB2A51A2E7">

              <backtrace crashedThread="0">

              <thread index="0">

              <stackStatement index="0" address="0x00007FFB2A51A2E7" symbolname="DumpRegistryKeyDefinitions"/>

              <stackStatement index="1" address="0x00007FFB2A513C6D" symbolname="DumpRegistryKeyDefinitions"/>

              <stackStatement index="2" address="0x00007FFB2A513FC9" symbolname="DumpRegistryKeyDefinitions"/>

              <stackStatement index="3" address="0x00007FFB2A512B98" symbolname="DumpRegistryKeyDefinitions"/>

              <stackStatement index="4" address="0x00007FFB2A5057C6" symbolname="DrvPresentBuffers"/>

              <stackStatement index="5" address="0x00007FFB3E889288" symbolname="wglCopyContext"/>

              <stackStatement index="6" address="0x00007FFB2A504E43" symbolname="DrvShareLists"/>

              <stackStatement index="7" address="0x00007FFB2A50513B" symbolname="DrvSwapBuffers"/>

              <stackStatement index="8" address="0x00007FFB3E89A877" symbolname="wglSwapBuffers"/>

              <stackStatement index="9" address="0x00007FFB6397330E" symbolname="SwapBuffers"/>

              <stackStatement index="10" address="0x00007FFB2BCD5E5E" symbolname="unknown"/>

              <stackStatement index="11" address="0x00007FFB2BCD333D" symbolname="unknown"/>

              <stackStatement index="12" address="0x00007FFB2BCDF336" symbolname="unknown"/>

              <stackStatement index="13" address="0x00007FFB66BDB85D" symbolname="CallWindowProcW"/>

              <stackStatement index="14" address="0x00007FFB66BDB40B" symbolname="CallWindowProcW"/>

              <stackStatement index="15" address="0x00007FFB3E898E5D" symbolname="glDebugEntry"/>

              <stackStatement index="16" address="0x00007FFB66BDB85D" symbolname="CallWindowProcW"/>

              <stackStatement index="17" address="0x00007FFB66BDB54C" symbolname="CallWindowProcW"/>

              <stackStatement index="18" address="0x00007FFB66BF19C3" symbolname="GetTopWindow"/>

              <stackStatement index="19" address="0x00007FFB67593B14" symbolname="KiUserCallbackDispatcher"/>

              <stackStatement index="20" address="0x00007FFB63E61744" symbolname="NtUserDispatchMessage"/>

              <stackStatement index="21" address="0x00007FFB66BDB272" symbolname="DispatchMessageW"/>

              <stackStatement index="22" address="0x00007FFB670F9B27" symbolname="CoWaitForMultipleHandles"/>

              <stackStatement index="23" address="0x00007FFB670F9E80" symbolname="CoWaitForMultipleHandles"/>

              <stackStatement index="24" address="0x00007FFB670F9446" symbolname="CoWaitForMultipleHandles"/>

              <stackStatement index="25" address="0x00007FFB670F90EC" symbolname="CoDecrementMTAUsage"/>

              <stackStatement index="26" address="0x00007FFB67149601" symbolname="NdrExtStubInitialize"/>

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              <stackStatement index="28" address="0x00007FFB67147EAF" symbolname="NdrExtStubInitialize"/>

              <stackStatement index="29" address="0x00007FFB6718DA9C" symbolname="CoGetApartmentType"/>

              <stackStatement index="30" address="0x00007FFB64A95B37" symbolname="NdrClientCall3"/>

              <stackStatement index="31" address="0x00007FFB6718D75D" symbolname="NdrOleInitializeExtension"/>

              <stackStatement index="32" address="0x00007FFB671E8562" symbolname="ObjectStublessClient32"/>

              <stackStatement index="33" address="0x00007FFB642BCE76" symbolname="Ordinal788"/>

              <stackStatement index="34" address="0x00007FFB6717C0AE" symbolname="CoSetErrorInfo"/>

              <stackStatement index="35" address="0x00007FFB3388AC7F" symbolname="WinRTDialCommitPendingMenuAdditions"/>

              <stackStatement index="36" address="0x00007FFB3388F042" symbolname="WinRTSecondaryTileVisualElements_GetLogoUriLarge"/>

              <stackStatement index="37" address="0x00007FFB3389ABD2" symbolname="WinRTTileUpdater_EnableNotificationQueuingForTileSize"/>

              <stackStatement index="38" address="0x00007FFB338848F1" symbolname="WinRTApiInformation_IsEnabledMethod"/>

              <stackStatement index="39" address="0x00007FFB6710101C" symbolname="Ordinal87"/>

              <stackStatement index="40" address="0x00007FFB64A36D13" symbolname="NdrInterfacePointerMemorySize"/>

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              <stackStatement index="77" address="0x00007FFB3388849C" symbolname="WinRTDialCreate"/>

              <stackStatement index="78" address="0x00007FF68DB69C8D" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

              <stackStatement index="79" address="0x00007FF68C224324" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

              <stackStatement index="80" address="0x00007FF68D0D8139" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

              <stackStatement index="81" address="0x00007FF68C3A5FC2" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

              <stackStatement index="82" address="0x00007FF68DA1E1F8" symbolname="boost::serialization::singleton&#60;boost::archive::detail::extra_detail::map &#60;boost::archive::xml_oarchive&#62; &#62;::get_instance"/>

              <stackStatement index="83" address="0x00007FF68E0CB9A7" symbolname="boost::archive::detail::pointer_oserializer&#60;boost::archive::xml_oarchive, dbrush_000011011100::Modeler&#62;::save_object_ptr"/>

              <stackStatement index="84" address="0x00007FFB66931FE4" symbolname="BaseThreadInitThunk"/>

              <stackStatement index="85" address="0x00007FFB6755EF91" symbolname="RtlUserThreadStart"/>

              </thread>

              </backtrace>

              <registerSet>

              <register name="RAX" value="0x00007FFB2B26D020"/>

              <register name="RBX" value="0x00007FFB2A52ACE0"/>

              <register name="RCX" value="0x0000000000000000"/>

              <register name="RDX" value="0x0000000000000064"/>

              <register name="RSI" value="0x0000021588CD4540"/>

              <register name="RDI" value="0x0000021584FABAF0"/>

              <register name="RSP" value="0x00000087C1F98440"/>

              <register name="RBP" value="0x00000087C1F984D9"/>

              <register name="RIP" value="0x00007FFB2A51A2E7"/>

              <register name="EFL" value="0x0000000000010202"/>

              <register name="LastExceptionToRip" value="0x0000000000000000"/>

              <register name="LastExceptionFromRip" value="0x0000000000000000"/>

              </registerSet>

               

               

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              <dumpType>

              Mini

              </dumpType>

              </crash>

               

               

              </crashreport>

              • 5. Re: Photoshop CC crashes at first launch (EXCEPTION_ACCESS_VIOLATION error)
                mavaddatj Level 1

                Photoshop needs to be told how much memory is installed in your system in a DWORD called OverridePhysicalMemoryMB at \Computer\HKEY_CURRENT_USER\Software\Adobe\Photoshop\120.0

                I created a PowerShell script to implement the solution described by JDH_2017

                Powershell script to fix Adobe Photoshop CC memory issue #2416657 · GitHub

                To run this in your PowerShell without modifying your execution policy, try this:

                powershell -nop -c "iex(New-Object Net.WebClient).DownloadString('https://gist.githubusercontent.com/mavaddat/d450dcd63c9c4edd27124b045a777585/raw/45ec26da22c358ed93e6beab8ee20a94d44da0d1/fixphotoshopmem.ps1')"