1 Reply Latest reply on Mar 3, 2018 8:33 PM by Sebastian Bleak

    Photoshop repeatedly crashing surface book 2 - help?

    elizabellee

      Hey guys,

      Having some serious problems with Photoshop on my new Microsoft Surface Book 2 (i7, 512GB SSD, 16GB RAM, NVIDIA GTX 1050 2GB).
      I've been editing images and the program keeps freezing up, then crashing my whole machine- before re-opening with a blank white screen inside the photoshop window. The third time it happened yesterday it totally froze up my touch screen while everything else had restarted normally. I tried installing new drivers (which was unsuccessful, Nvidia drivers cant find the hardware for some reason when I try to update them.)
      The computer is a week old and I used the equivalent specs on the previous model (performance base SB. same specs, older less powerful graphics card and processor) with no problems - so I'm assuming something else is going sideways here?
      I'm going to ask MS as well but I figured the brains trust here might be able to shed some light?

       


      Here's the last error log from this morning:

       

       

      <?xml version="1.0"?>
      <!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
      <crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Photoshop CC" applicationVersion="19.1.1" build="20180206.r.254">
      <time year="2018" month="3" day="4" hour="0" minute="1" second="48"/>
      <user guid="46c5ea25-d19c-4381-937e-7bc5be45d557"/>
      <system platform="Windows 10 Pro" osversion="10.0" osbuild="16299" applicationlanguage="en-us" userlanguage="en-AU" oslanguage="en-GB" ram="16308" machine="Intel(R) Core(TM) i7-8650U CPU @ 1.90GHz" model="Intel64 Family 6 Model 142 Stepping 10" cpuCount="8" cpuType="8664" cpuFreq="2112 MHz"/>
      <crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFA75A7DE32">
      <backtrace crashedThread="0">
      <thread index="0">
      <stackStatement index="0" address="0x00007FFA75A7DE32" symbolname="GTPIN_IGC_MarkerForGTPin"/>
      <stackStatement index="1" address="0x00007FFA7AE244EA" symbolname="D3D11CoreGetLayeredDeviceSize"/>
      <stackStatement index="2" address="0x00007FFA7F5743C0" symbolname="GdiSetLastError"/>
      <stackStatement index="3" address="0x00007FFA81CA76BF" symbolname="TpWaitForTimer"/>
      <stackStatement index="4" address="0x00007FFA81CA7A71" symbolname="TpWaitForTimer"/>
      <stackStatement index="5" address="0x00007FFA81CAB530" symbolname="RtlImageNtHeader"/>
      <stackStatement index="6" address="0x00007FFA81CA6B79" symbolname="RtlSetThreadSubProcessTag"/>
      <stackStatement index="7" address="0x00007FFA81CA4B90" symbolname="RtlSetThreadWorkOnBehalfTicket"/>
      <stackStatement index="8" address="0x00007FFA81B71FE4" symbolname="BaseThreadInitThunk"/>
      <stackStatement index="9" address="0x00007FFA81CDEFC1" symbolname="RtlUserThreadStart"/>
      </thread>
      </backtrace>
      <registerSet>
      <register name="RAX" value="0x371677147712AE01"/>
      <register name="RBX" value="0x0000000000000000"/>
      <register name="RCX" value="0x000001ABF08BD1E0"/>
      <register name="RDX" value="0x0000000000000004"/>
      <register name="RSI" value="0x000001ABF0E7C378"/>
      <register name="RDI" value="0x000000000000E7A7"/>
      <register name="RSP" value="0x00000045CC71F6E0"/>
      <register name="RBP" value="0x00000045CC71F7E0"/>
      <register name="RIP" value="0x00007FFA75A7DE32"/>
      <register name="EFL" value="0x0000000000010202"/>
      <register name="LastExceptionToRip" value="0x0000000000000000"/>
      <register name="LastExceptionFromRip" value="0x0000000000000000"/>
      </registerSet>

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        • 1. Re: Photoshop repeatedly crashing surface book 2 - help?
          Sebastian Bleak Adobe Community Professional

          Hi Elizabellee

           

          Anytime my Adobe apps start acting funny, I go through this process and it fixes it most of the time.

          Uninstall photoshop BUT make sure to choose the option “Yes, remove app preference”.

           

          Once that process finishes, start the installation process and look into the “Advanced Options”. Uncheck “Import previous settings and preferences” and choose to “Remove old versions”. (image attached)

           

          Hope you find this helpful

          Sebastian

          1 person found this helpful