7 Replies Latest reply on Dec 4, 2017 1:19 AM by Spacemarin37

    Adobe Photoshop CC 2018 Crashing on Startup

    Spacemarin37

      I've recently got a new laptop (Microsoft Surface Book 2, i7 8xxx series, nVidia GTX1060, 16GB RAM) and I've had no issues for the past few weeks with opening photoshop and using it. Just out of the blue, Photoshop just stopped working, what I mean, is that whenever I start the app and the splash screen appears, I can see it loading the app and then it arrives at the "reading preference" (something like that), where it freezes and then I get the prompt that the system has crashed and will close. I've went on google to search some solution, ending up with resetting the preferences with Ctrl+Alt+Shift and resetting it. I try starting Photoshop again but I end up with splash screen being stuck at the "initialising menu". I try to look for another solution to that, ending up with the suggestion that I turn a file in my system32 file called LavasoftTcpService64.dll to OldLavasoftTcpService64.dll but it doesn't exist in my system32. I've uninstalled Photoshop and restarted my computer and I have no idea whats going on. Soooo could somebody help?

       

      Thanks!

      Andre

        • 1. Re: Adobe Photoshop CC 2018 Crashing on Startup
          Ged Traynor Adobe Community Professional

          Take a look at the Event Viewer, type eventvwr in the Windows search to open it

          Check the application log and see it there's a reference to Photoshop. double click on the event and copy the info into this post

           

          Untitled.jpg

           

          Another thing to check is that you have the latest version installed 19.01

           

          You can also install a previous version of PS

          How to Install Previous Versions of Creative Cloud Apps

           

          Also take a look here

          Use the Creative Cloud Cleaner Tool to solve installation problems

          • 2. Re: Adobe Photoshop CC 2018 Crashing on Startup
            Spacemarin37 Level 1

            Hey ged2016,

             

            Sorry for the late reply, here is the event log, the current version of photoshop is 19.01 and I've tried downgrading to 19.0 but theres no success, I'll update this post, once I've tried using the Cloud Cleaner Tool. Heres the event log btw.

             

            Log Name:      Application

            Source:        Application Error

            Date:          01/12/2017 18:31:49

            Event ID:      1000

            Task Category: (100)

            Level:         Error

            Keywords:      Classic

            User:          N/A

            Computer:      Andre-Laptop

            Description:

            Faulting application name: Photoshop.exe, version: 19.0.1.29687, time stamp: 0x59fc1d5f

            Faulting module name: nvoglv64.DLL, version: 23.21.13.8831, time stamp: 0x5a0b442c

            Exception code: 0xc0000409

            Fault offset: 0x000000000104a6a9

            Faulting process id: 0x11b8

            Faulting application start time: 0x01d36a8f18d9d06e

            Faulting application path: C:\Program Files\Adobe\Adobe Photoshop CC 2018\Photoshop.exe

            Faulting module path: C:\WINDOWS\SYSTEM32\nvoglv64.DLL

            Report Id: 409fa78c-dcdb-4ea1-9355-e06aa430ad62

            Faulting package full name:

            Faulting package-relative application ID:

            Event Xml:

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

              <System>

                <Provider Name="Application Error" />

                <EventID Qualifiers="0">1000</EventID>

                <Level>2</Level>

                <Task>100</Task>

                <Keywords>0x80000000000000</Keywords>

                <TimeCreated SystemTime="2017-12-01T10:31:49.616276500Z" />

                <EventRecordID>1629</EventRecordID>

                <Channel>Application</Channel>

                <Computer>Andre-Laptop</Computer>

                <Security />

              </System>

              <EventData>

                <Data>Photoshop.exe</Data>

                <Data>19.0.1.29687</Data>

                <Data>59fc1d5f</Data>

                <Data>nvoglv64.DLL</Data>

                <Data>23.21.13.8831</Data>

                <Data>5a0b442c</Data>

                <Data>c0000409</Data>

                <Data>000000000104a6a9</Data>

                <Data>11b8</Data>

                <Data>01d36a8f18d9d06e</Data>

                <Data>C:\Program Files\Adobe\Adobe Photoshop CC 2018\Photoshop.exe</Data>

                <Data>C:\WINDOWS\SYSTEM32\nvoglv64.DLL</Data>

                <Data>409fa78c-dcdb-4ea1-9355-e06aa430ad62</Data>

                <Data>

                </Data>

                <Data>

                </Data>

              </EventData>

            </Event>

            • 3. Re: Adobe Photoshop CC 2018 Crashing on Startup
              Spacemarin37 Level 1

              I've cleansed Adobe CC with the cleanup tool, there seems to be no indications of errors, but there wasn't an option either to clean up Photoshop, so I've cleansed the entire Adobe CC

               

               

               

              [Mon Dec 04 10:09:04 2017] ---------------------------------------------------------

              [Mon Dec 04 10:09:04 2017] *=*=*=*=*=*=*=*=* :: Start Session :: *=*=*=*=*=*=*=*=*=*

              [Mon Dec 04 10:09:04 2017] ---------------------------------------------------------

              [Mon Dec 04 10:09:04 2017] Win OS Version: 6.2

              [Mon Dec 04 10:09:04 2017] Cleaner Tool version : 2.0.0.0

              [Mon Dec 04 10:09:04 2017] Cleanup source directory : C:\Program Files (x86)\Common Files\Adobe\AdobeCreativeCloudCleanerTool

              [Mon Dec 04 10:09:04 2017] [AdobeProgramFiles] : C:\Program Files (x86)\Adobe

              [Mon Dec 04 10:09:04 2017] [AdobeProgramFiles_x64] : C:\Program Files\Adobe

              [Mon Dec 04 10:09:04 2017] [AdobeCommon] : C:\Program Files (x86)\Common Files\Adobe

              [Mon Dec 04 10:09:04 2017] [AdobeCommon_x64] : C:\Program Files\Common Files\Adobe

              [Mon Dec 04 10:09:04 2017] [UserRoamingAppData] : C:\Users\andre\AppData\Roaming

              [Mon Dec 04 10:09:04 2017] [UserLocalAppData] : C:\Users\andre\AppData\Local

              [Mon Dec 04 10:09:04 2017] [StartMenu] : C:\ProgramData\Microsoft\Windows\Start Menu\Programs

              [Mon Dec 04 10:09:04 2017] [System32Folder] : C:\WINDOWS\system32

              [Mon Dec 04 10:09:04 2017] [SharedApplicationData] : C:\ProgramData

              [Mon Dec 04 10:09:07 2017] Language selected: English

              [Mon Dec 04 10:09:07 2017] Displaying the Adobe End User License Agreement

              License agreement

               

               

              By using software of Adobe Systems Incorporated or its subsidiaries ("Adobe"); you agree to the following terms and conditions. If you do not agree with such terms and conditions; do not use the software. The terms of an end user license agreement accompanying a particular software file upon installation or download of the software shall supersede the terms presented below.

               

               

              The export and re-export of Adobe software products are controlled by the United States Export Administration Regulations and such software may not be exported or re-exported to Cuba; Iran; Iraq; Libya; North Korea; Sudan; or Syria or any country to which the United States embargoes goods. In addition; Adobe software may not be distributed to persons on the Table of Denial Orders; the Entity List; or the List of Specially Designated Nationals.

               

               

              By downloading or using an Adobe software product you are certifying that you are not a national of Cuba; Iran; Iraq; Libya; North Korea; Sudan; or Syria or any country to which the United States embargoes goods and that you are not a person on the Table of Denial Orders; the Entity List; or the List of Specially Designated Nationals.

               

               

              If the software is designed for use with an application software product (the "Host Application") published by Adobe; Adobe grants you a non-exclusive license to use such software with the Host Application only; provided you possess a valid license from Adobe for the Host Application. Except as set forth below; such software is licensed to you subject to the terms and conditions of the End User License Agreement from Adobe governing your use of the Host Application.

               

               

              DISCLAIMER OF WARRANTIES: YOU AGREE THAT ADOBE HAS MADE NO EXPRESS WARRANTIES TO YOU REGARDING THE SOFTWARE AND THAT THE SOFTWARE IS BEING PROVIDED TO YOU "AS IS" WITHOUT WARRANTY OF ANY KIND. ADOBE DISCLAIMS ALL WARRANTIES WITH REGARD TO THE SOFTWARE; EXPRESS OR IMPLIED; INCLUDING; WITHOUT LIMITATION; ANY IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE; MERCHANTABILITY; MERCHANTABLE QUALITY OR NONINFRINGEMENT OF THIRD PARTY RIGHTS. Some states or jurisdictions do not allow the exclusion of implied warranties; so the above limitations may not apply to you.

               

               

              LIMIT OF LIABILITY: IN NO EVENT WILL ADOBE BE LIABLE TO YOU FOR ANY LOSS OF USE; INTERRUPTION OF BUSINESS; OR ANY DIRECT; INDIRECT; SPECIAL; INCIDENTAL; OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT; TORT (INCLUDING NEGLIGENCE); STRICT PRODUCT LIABILITY OR OTHERWISE; EVEN IF ADOBE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages; so the above limitation or exclusion may not apply to you.

              [Mon Dec 04 10:09:07 2017] Please enter (y) for Yes or (n) for No. ... >>

              [Mon Dec 04 10:09:13 2017] Choose from one of the following options to clean up :

              [Mon Dec 04 10:09:13 2017] 1.  All

              [Mon Dec 04 10:09:13 2017] 2.  Adobe Flash Player 10.2

              [Mon Dec 04 10:09:13 2017] 3.  Creative Cloud 2018, 2017, 2015, 2014, Creative Cloud & CS6 Products

              [Mon Dec 04 10:09:13 2017] 4.  Creative Cloud 2018, 2017, 2015 only

              [Mon Dec 04 10:09:13 2017] 5.  Creative Cloud 2014 only

              [Mon Dec 04 10:09:13 2017] 6.  Creative Cloud only

              [Mon Dec 04 10:09:13 2017] 7.  CS6 only

              [Mon Dec 04 10:09:13 2017] 8.  CS5-CS5.5-CS6

              [Mon Dec 04 10:09:13 2017] 9.  CS5-CS5.5

              [Mon Dec 04 10:09:13 2017] 10. CS3, CS4

              [Mon Dec 04 10:09:13 2017] 11. Adobe Id credentials

              [Mon Dec 04 10:09:13 2017] 12. Fix Host File

              [Mon Dec 04 10:09:13 2017] 13. Quit

              [Mon Dec 04 10:09:13 2017] Choice :>

              [Mon Dec 04 10:09:29 2017] User selected: Creative Cloud 2018, 2017, 2015, 2014, Creative Cloud & CS6 Products

              [Mon Dec 04 10:09:29 2017] Executed the command : call copy /Y "C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db" "C:\Program Files (x86)\Common Files\Adobe\backup20171204T100929\pdb.db"

              [Mon Dec 04 10:09:29 2017] Executed the command : call copy /Y "C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db" "C:\Program Files (x86)\Common Files\Adobe\backup20171204T100929\Media_db.db"

              [Mon Dec 04 10:09:29 2017] Executed the command : call copy /Y "C:\Program Files (x86)\Common Files\Adobe\caps\hdpim.db" "C:\Program Files (x86)\Common Files\Adobe\backup20171204T100929\hdpim.db"

              [Mon Dec 04 10:09:29 2017] Calling  removalofCS5CapsBackupEntries

              [Mon Dec 04 10:09:29 2017] Opened DB connection with path: C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db

              [Mon Dec 04 10:09:29 2017] Opened DB connection with path: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db

              [Mon Dec 04 10:09:30 2017] HD DLL Handle valid

              [Mon Dec 04 10:09:30 2017] Got a valid HD Db session get func pointer

              [Mon Dec 04 10:09:30 2017] Got a valid HD Db session

              [Mon Dec 04 10:09:30 2017] HD dll Handle is valid

              [Mon Dec 04 10:09:30 2017] Following product added for HD cleanup: with procFamily0CoreSync0

              [Mon Dec 04 10:09:30 2017] Following product added for HD cleanup: with procFamily0Camera Raw CC0

              [Mon Dec 04 10:09:30 2017] Following product added for HD cleanup: with procFamily0STI_Color_CommonSetRGB_HD0

              [Mon Dec 04 10:09:30 2017] Following product added for HD cleanup: with procFamily0Illustrator CC1

              [Mon Dec 04 10:09:30 2017] Following product added for HD cleanup: with procFamily0After Effects CC1

              [Mon Dec 04 10:09:30 2017] Following product added for HD cleanup: with procFamily0STI_Color_MotionPicture_HD0

              [Mon Dec 04 10:09:30 2017] Following product added for HD cleanup: with procFamily0Media Encoder CC1

              [Mon Dec 04 10:09:30 2017] Following product added for HD cleanup: with procFamily0Bridge CC1

              [Mon Dec 04 10:09:30 2017] Following product added for HD cleanup: with procFamily0XD CC1

              [Mon Dec 04 10:09:30 2017] List of products installed on this machine

              [Mon Dec 04 10:09:30 2017] Listing products for cleanup:

              [Mon Dec 04 10:09:30 2017] 2. COSY  ('CoreSync (32 Bit)',)

              [Mon Dec 04 10:09:30 2017] 3. ACR  ('Camera Raw CC (32 Bit)',)

              [Mon Dec 04 10:09:30 2017] 4. CORG  ('STI_Color_CommonSetRGB_HD (32 Bit)',)

              [Mon Dec 04 10:09:30 2017] 5. ILST  ('Illustrator CC',)

              [Mon Dec 04 10:09:30 2017] 6. AEFT  ('After Effects CC',)

              [Mon Dec 04 10:09:30 2017] 7. COMP  ('STI_Color_MotionPicture_HD (32 Bit)',)

              [Mon Dec 04 10:09:30 2017] 8. AME  ('Media Encoder CC',)

              [Mon Dec 04 10:09:30 2017] 9. KBRG  ('Bridge CC',)

              [Mon Dec 04 10:09:30 2017] 10. SPRK  ('XD CC',)

              [Mon Dec 04 10:09:30 2017] Please enter the option number of the product you wish to remove; enter (q) to quit ... >>

              [Mon Dec 04 10:10:56 2017] response 11

              [Mon Dec 04 10:10:56 2017] Are you sure you want to clean all the listed products and associated files?

              [Mon Dec 04 10:10:56 2017] Type (y) to confirm and remove or (n) to quit ... >>

              [Mon Dec 04 10:10:59 2017] Please wait for Adobe Creative Cloud Cleaner Tool to finish........

              [Mon Dec 04 10:10:59 2017] User selected: 'Clean All'

              [Mon Dec 04 10:10:59 2017] *-*-*-*-*-*-* Start removing product : ALL *-*-*-*-*-*-*

              [Mon Dec 04 10:10:59 2017] Action : Deleting the C:\Program Files (x86)\Common Files\Adobe\backup20171204T100929 folder as there is no product deleted.

              [Mon Dec 04 10:10:59 2017] LOG FILE SAVED TO: C:\Users\andre\AppData\Local\Temp\Adobe Creative Cloud Cleaner Tool.log

              [Mon Dec 04 10:10:59 2017] Adobe Creative Cloud Cleaner Tool completed successfully

              [Mon Dec 04 10:10:59 2017] ---------------------------------------------------------

              [Mon Dec 04 10:10:59 2017] *=*=*=*=*=*=*=*=* :: End Session :: *=*=*=*=*=*=*=*=*=*=*

              [Mon Dec 04 10:10:59 2017] ---------------------------------------------------------

              • 4. Re: Adobe Photoshop CC 2018 Crashing on Startup
                KR Seals Level 3

                "Faulting module name: nvoglv64.DLL, version: 23.21.13.8831, time stamp: 0x5a0b442c"

                Googling this error indicates that it is a video driver errror. Update the nvidia driver for your video card.

                • 5. Re: Adobe Photoshop CC 2018 Crashing on Startup
                  Spacemarin37 Level 1

                  Hey KR Seals,

                   

                  I've just been doing that, but there no luck, it still crashes at the initialising menu part of the splashs screen

                  • 6. Re: Adobe Photoshop CC 2018 Crashing on Startup
                    Ged Traynor Adobe Community Professional

                    You need to completely un-install the Nvidia driver and make sure that nvoglv64.DLL is removed from the system32 folder

                     

                    Then install the latest driver from here

                    Download Drivers | NVIDIA

                    • 7. Re: Adobe Photoshop CC 2018 Crashing on Startup
                      Spacemarin37 Level 1

                      I had the nVidia driver uninstalled, but I couldnt remove nvoglv64.dll. However, I am able to get into photoshop though. Thanks for your help ged2016