6 Replies Latest reply on Feb 4, 2018 6:02 PM by stuartc18391439

    Customer Service complaint - Photoshop crashing

    stuartc18391439 Level 1

      I have been using photoshop since 1993.  Tonight I did a text chat with one of your employees because photoshop has been crashing constantly the past few days and it has seriously impacted my ability to work (I am a comic book artist).

       

      I saved screens shots of the chat. After saying I wasn’t going to give the person control of my computer, they didn’t respond for a while and then shut the chat down without giving me any help.

       

      I am really angry about this. Is this how Adobe treats it’s loyal customers? And I still have no idea why PS is crashing so much.

       

      Stuart Chaifetz

        • 1. Re: Customer Service complaint - Photoshop crashing
          John T Smith Adobe Community Professional & MVP

          When you ask a question you need to provide some basic information

          -Forum quick start https://forums.adobe.com/docs/DOC-5601

          Mac or Windows, and EXACTLY which version of the operating system?

          Recent Mac AND Windows operating systems have been known to cause "odd" problems

          Are you using a computer Administrator account with full read/write permission?

          Exactly which version of the program do you have that is causing problems, and what error message do you see?

           

          Also, this is a public forum, not Adobe support... if you have CS6 or earlier, Adobe no longer provides support

           

          Post the details and someone might be able to help

          1 person found this helpful
          • 2. Re: Customer Service complaint - Photoshop crashing
            stuartc18391439 Level 1

            I use the latest version of Photoshop CC and MAC Sierra.  There's no error message, it just crashes. When it crashed during the text chat with the employee, I sent in a crash report and it said Adobe couldn't find any solutions.

             

            Everything was fine up to a few days ago when this happened with no rhyme or reason. I even zeroed out my computer and reinstalled then OS because I thought it was a computer problem, but then it happened again afterwards.

             

            The reason I posted here was to complain about that employee. And it looks like I'll have to find my own solution to this as Abode doesn't have any quality control over their employees.

             

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

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

            1 person found this helpful
            • 3. Re: Customer Service complaint - Photoshop crashing
              terris86415680 Adobe Community Professional

              I think you are being a little harsh on the employee Stuart, although I can understand your frustration. Diagnosing the cause of a crash can be extremely difficult without having access to the computer and you have refused that- what more can he do?

               

              Try starting Photoshop with the 'shift' key depressed to prevent third party plugins from loading. You don't say how frequent these crashes are, but give it a bit of time without filters. If CC2018 is stable that will mean one of your filters needs to be disabled. Another thing to try is disabling the graphics processor in your preferences. You could also try resetting your preferences as they can sometimes without reason get corrupted.

              1 person found this helpful
              • 4. Re: Customer Service complaint - Photoshop crashing
                Derek Cross Adobe Community Professional

                Stuart, you may get more help on this friendly user-to-user forum than Adobe support, but you must provide the details that have been requested, for example stating "the Latest version" – we often find people say that then we find they don't the latest version, which is 19.0.1. Have you reset your preferences, which you can find under the General Tab in Photoshop preferences and disabling you graphic processor as Terri suggested?

                1 person found this helpful
                • 5. Re: Customer Service complaint - Photoshop crashing
                  stuartc18391439 Level 1

                  We might be using different systems, but on the MAC the latest is 19.1.0, which is what I have.  Everything was reset after rI zeroed out my computer.

                   

                  After some experimenting, PS crashes after using the "L" key for the lasso tool

                  1 person found this helpful
                  • 6. Re: Customer Service complaint - Photoshop crashing
                    stuartc18391439 Level 1

                    Turns out this is a real problem:  Crash when using L key | Photoshop Family Customer Community

                    Just think, if Adobe's customer service wasn't so god-awful, they could have told me this instead of acting as they did.

                    2 people found this helpful