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Product
Photoshop Platform
Windows Last Edited
02/01/2002 Filename
23fae.htm | | How to Troubleshoot System Errors or Freezes in Photoshop for Windows 2000
What's Covered
Beginning to Intermediate Troubleshooting
Advanced Troubleshooting
This document can help you resolve system errors that occur while using Adobe Photoshop in Windows 2000. System errors can manifest themselves in many ways, including (but not limited to) the following:
-- A blank or flickering dialog box.
-- A frozen cursor or screen.
-- An error such as
- "Application Error."
- "Application exception error occurred."
- "Dr. Watson detects an error."
- "Unhandled exception detected. Application will be terminated."
- "Illegal Instruction."
- "Photoshop caused an Invalid Page Fault in module [filename]."
- "Segment load failure in [filename]."
- "Exception: Access Violation."
Different factors can cause system errors, including conflicts among device drivers, software, and hardware, and corrupt elements in specific files. Although a system error may occur only when you work with Photoshop, Photoshop may not necessarily be the cause -- it may be the only application that is memory- or processor-intensive enough to expose the problem.
To get the most from this document, perform the tasks in order. Keep track of the tasks you perform and the results of each, including errors or other problems. Adobe Technical Support can use this information to better assist you, should you need to call.
Beginning to Intermediate Troubleshooting
The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (e.g., Photoshop files you created, third-party plug-ins). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.
Note: Some of these tasks require you to locate hidden files or folders, or to locate files by their extensions (e.g., *.ini). By default, Windows Explorer does not show hidden files, hidden folders, and filename extensions it recognizes.
To show hidden files, hidden folders, and all filename extensions in Windows Explorer:
1. Choose Start > Programs > Accessories > Windows Explorer.
2. Choose Tools > Folder Options.
3. Click the View tab in the Folder Options dialog box.
4. Select Show Hidden Files and Folders.
5. Deselect "Hide File Extensions for Known File Types."
6. Click OK.
1. Make sure that your system meets the minimum requirements for Photoshop.
Photoshop may not run correctly if the system doesn't meet its requirements. Make sure that the system meets the following requirements:
Note: Because Photoshop 5.x was released prior to Windows 2000, it may not run correctly in that operating system. If you use Photoshop 5.x in Windows 2000, Adobe Technical Support can help you troubleshoot issues that also occur in Windows 98 or Windows NT, but not issues specific to using Photoshop 5.x in Windows 2000.
Photoshop 6.0
- Pentium-class Intel or AMD processor
- Windows 98, Windows Me, Windows 2000, or Windows NT 4 (with Service Pack 4 or higher)
- 64 MB of available RAM (128 MB required to run Photoshop and ImageReady concurrently.)
- 125 MB of available hard-disk space
- Color monitor with 256-color (8-bit) or greater video card
- Monitor resolution of 800x600 or greater
- CD-ROM drive
Photoshop 5.5
- Pentium or faster Intel processor
- Microsoft Windows 95, Windows 98, or NT 4.0 or later
- 64 MB of available RAM (128 MB required to run Photoshop and ImageReady concurrently.)
- 100 MB of available hard drive space for installation
- 256-color (8-bit) display adapter
- CD-ROM drive
Photoshop 5.0.x
- Pentium or faster Intel processor
- Microsoft Windows 95, Windows 98, or NT 4.0 or later
- 32 MB of RAM
- 80 MB of available hard-disk space
- 256-color (8-bit) display adapter
- CD-ROM drive
Note: To check how much RAM is installed on your computer, choose Start > Settings > Control Panel and double-click System. The amount of RAM is listed on the lower half of the General pane in the System Properties window.
2. Install the latest version of Photoshop.
The latest version of Photoshop may be more compatible with your operating system and hardware drivers. Before you install an update or upgrade, make sure that your system meets the requirements.
Free Photoshop updates are available from Adobe's Web site at www.adobe.com/support/downloads/main.html An upgrade, however, may solve a wider range of problems. (You may prefer to try the tasks in the rest of this document before upgrading.) You can purchase upgrades from Adobe Authorized Resellers and from Adobe directly:
- To locate an Authorized Reseller, visit Adobe's Web site at www.adobe.com/store/#dealer or call Customer Services at 800-888-6293.
- To purchase an upgrade from Adobe, visit the Adobe Store at www.adobe.com /store/main/html or call Customer Services at 800-888-6293.
3. Re-create Photoshop's general preference file.
Photoshop stores information about plug-ins, features, and the application itself in its general preferences file (Adobe Photoshop [version] Prefs). A damaged general preferences file may cause Photoshop to behave unexpectedly. You can easily determine if the problem is related to this files by re-creating it.
To re-create Photoshop's general preferences file:
1. Exit from Photoshop.
2. Rename the Adobe Photoshop [version] Prefs file (e.g., to Filename.old), and then restart Photoshop. The Adobe Photoshop [version] Prefs file is in the following location:
Photoshop 6.0
- Documents and Settings\\Application Data\Adobe\Photoshop\6.0\Adobe Photoshop 6 Settings\Adobe Photoshop 6.0 Prefs
Photoshop 5.5
- Program Files\Adobe\Photoshop 5.5\Adobe Photoshop 5.5 Settings\Adobe Photoshop 5.5 Prefs
Photoshop 5.0.x
- Program Files\Adobe\Photoshop 5.0\Adobe Photoshop Settings\Adobe Photoshop 5 Prefs
3. Restart Photoshop.
4. Run Photoshop while no other applications are running.
To maximize available RAM and reduce the chance that another application may conflict with Photoshop, exit from all open applications, including those that start automatically with Windows:
-- Exit from open applications using the Task Manager:
1. Right-click the task bar.
2. Choose Task Manager from the pop-up menu.
3. Click the Applications tab.
4. Select an application, and then click End Task.
5. Restart Photoshop and try to re-create the problem:
- If the problem recurs, repeat steps 1-5; when you have exited from all open applications, proceed to the next task.
- If the problem does not recur, the application you selected in step 4 conflicts with Photoshop. Contact the developer of that application for information about an update or additional troubleshooting solutions.
-- Prevent programs from starting automatically in Windows by removing them from the Startup folder:
1. Start Windows Explorer.
2. Move all icons and shortcuts from the following folders to another folder:
- Documents and Settings\All Users\Start Menu\Programs\Startup
- Documents and Settings\[user profile]\Start Menu\Programs\Startup
3. Restart Windows:
- If the problem recurs, move the icons and shortcuts back.
- If the problem does not recur, move the icons and shortcuts back one at a time and then restart Photoshop to isolate the one that causes the problem.
-- Edit the Win.ini file to disable (i.e., remark out) programs and utilities that load automatically in Windows (e.g., screen savers, virus protection utilities):
1. Make a copy of the Win.ini file, which is in the Windows folder.
2. Open the original Win.ini file in a text-editor that can save in text-only format (e.g., Notepad).
3. In the [Windows] section, insert a semicolon at the beginning of the "load=" and "run=" lines. For example,
;load=
;run=
4. Save the Win.ini file in text-only format.
5. Restart Windows and try to re-create the problem:
- If the problem recurs, restore the Win.ini file to its original configuration by deleting the semicolons you added.
- If the problem does not recur, delete one of the semicolons and try to re-create the error. Repeat this process until you isolate the line that causes the problem.
5. Remove Photoshop and then reinstall it in Safe mode.
Device drivers and software that load automatically with Windows (e.g., screen savers, virus protection utilities) can conflict with the Photoshop installer and cause errors. To prevent such errors, install Photoshop while Windows is in Safe mode, which disables non-standard device drivers and startup software. For more information about installing Photoshop in Safe mode, refer to document 322358, "Installing ImageReady or Photoshop in Windows Safe Mode."
Note: If you previously installed an update to Photoshop, reinstall the update after you reinstall Photoshop.
6. Install the latest Windows update.
Updates to Windows 2000 (also called Service Packs) improve its performance and compatibility with other applications. You can obtain updates to Windows 2000 from Microsoft's Web site at www.microsoft.com. For assistance installing a Windows 2000 update, contact Microsoft Technical Support.
7. Confirm that the video driver doesn't conflict with Photoshop.
Change the color-depth and resolution of the video card to determine whether the video driver conflicts with Photoshop:
1. Choose Start > Settings > Control Panel, double-click Display, and then click the Settings tab.
2. Change the color-depth using the Colors menu:
- If the current color-depth is 256 Colors, choose True Color (which may be designated as 24-bit color; 16,777,216 colors; or millions of colors).
- If the current color-depth is not 256 Colors, choose 256 Colors.
3. If you use Photoshop 5.x or earlier, change the resolution using the Screen Area slider:
- If the current resolution is 640x480, move the slider to 800x600.
- If the current resolution is not 640x480, move the slider to 640x480.
4. Click Apply and then click OK.
5. Restart Windows and Photoshop. If changing the color-depth and resolution of the video card fixes the problem, contact the video card manufacturer for an updated driver.
Many video card manufacturers frequently update their video drivers. Contact the video card manufacturer for an updated driver or download one from the manufacturer's Web site. To determine the manufacturer of the video card, view the card properties in Device Manager.
8. Make sure that the printer driver is compatible with Photoshop.
Specify a PostScript printer as your default printer to determine if the current default printer driver conflicts with Photoshop:
1. Choose Start > Settings > Printers.
2. Right-click a PostScript printer (other than the current default printer), and then choose Set as Default from the pop-up menu. If a PostScript printer driver isn't installed, install the AdobePS driver available on Adobe's Web site at www.adobe.com/support/downloads/pdrvwin.htm.
Note: Do not specify a non-printing output device, such as a fax or modem.
3. Restart Photoshop and try to recreate the problem:
- If the problem recurs, reselect the original printer as the default printer.
- If the problem does not recur, contact the manufacturer of the original printer for an updated driver.
9. Change the size of the virtual memory paging file.
Virtual memory allows the system to use hard disk space to store information normally stored in memory (RAM). Windows 2000 manages virtual memory using a paging file; you define the minimum and maximum size of this file. If the maximum size is not twice the amount of installed RAM, applications may return errors.
To create a paging file with a maximum size of twice the amount of installed RAM:
Note: You must be logged on as an Administrator to change the size of the paging file.
1. Exit from all applications.
2. Choose > Start > Settings > Control Panel and double-click System.
3. Click the Advanced tab, and then click Performance Options.
4. Click Change in the Virtual Memory section.
5. From the Drive list, select a hard drive that has at least twice the amount of the computer's installed RAM. For example, if your computer has 64 MB of RAM, select a hard drive that has at least 128 MB of free space. For best performance, choose a hard drive that is not used as a Photoshop scratch disk.
Note: To determine the amount of space available on a drive, click the drive letter; the amount of space available appears in the Paging File Size for Selected Drive section.
6. In the "Initial size" text box, enter a value equal to the amount of the computer's installed RAM plus 12 MB.
7. In the Maximum size text box, enter a value equal to twice the amount of the computer's installed RAM.
8. Click Set, and then click OK to close the Virtual Memory dialog box.
9. Click OK to close System Control Panel Applet dialog box.
10. Click OK to close Performance Options dialog box.
11 Click OK to close the System Properties dialog box.
12. To restart Windows, click Yes in the System Settings Change dialog box.
10. Verify that device drivers are Windows 2000-compatible.
Verify that all device drivers are Windows 2000-compatible. Device drivers are software files that allow Windows to communicate with devices such as scanners, video cards, mouse devices, and keyboards. Contact the device manufacturer to make sure that you are using the latest driver for it.
To check for device driver problems:
1. Choose Start > Settings > Control Panel, double-click System, and then click the Hardware tab.
2. Click Device Manger in the Device Manager section.
3. Click the plus sign to the left of each device type.
4. If a device appears with a black exclamation mark in a yellow circle, double-click that device.
5. Check the properties for that device:
- Check the Device Status field: If the device isn't working properly, information in this field can help you troubleshoot the problem.
- Check the Properties dialog box: If a Driver tab appears, click it. If the Driver tab does not indicate the driver provider, click Driver File Details. If Microsoft is the provider, you probably have a generic driver and should obtain the most recent driver provided by the device manufacturer.
11. Optimize Windows' handling of temporary files.
Windows and applications store working data in temporary (*.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with Windows' performance. Delete temporary files and make sure that adequate free space is available on the hard disk to which they are written by doing the following:
-- Delete all temporary files:
Note: Repeat this procedure periodically. Windows deletes temporary files when Windows and applications close normally. When Windows or an application crashes, however, temporary files can accumulate on the hard disk.
1. Exit from all applications.
2. Choose Start > Search > For Files or Folders.
3. Type "*.tmp" (without the quotes) in the Search for Files or Folders Named text box.
4. Choose My Computer from the Look In pop-up menu.
5. Click Search Now.
6. After the search results appear, choose Edit > Select All.
7. Choose File > Delete. Click Yes to confirm that you want to send the files to the Recycle Bin.
8. Remove any files you do not want to delete from the Recycle Bin, and then empty the Recycle Bin. Windows deletes all temporary files not in use.
-- Verify that Windows stores temporary files on a non-compressed hard drive that has at least 50 MB of free space:
1. Exit from all applications.
2. Choose Start > Settings > Control Panel, and double-click System.
3. Click the Advanced tab and then click Environment Variables.
4. In the User variables for section, locate TEMP in the Variable column and note the folder listed in the Value column. If you cannot see the complete pathname for the folder, double-click TEMP in the Variable column, and note the folder name in the Variable Value text box.
Note: If a TEMP variable does not exist, contact your system administrator for assistance.
5. In Windows Explorer, verify that the folder you noted in step 4 exists on a drive that has at least 50 MB of free space: To determine the amount of free space, right-click the drive and choose Properties from the pop-up menu. If the drive does not have enough free space, create additional space by removing unnecessary files.
12. Optimize scratch disks.
Photoshop uses scratch disk files (i.e., temporary disk space used for storing data and performing computations) when insufficient RAM is available for image editing. Photoshop 5.0 and later can create 200 GB of scratch disk files on up to four hard disk partitions.
The hard disk partition you specify as the first scratch disk should have free space equal to five times the size of the average image; specify second, third, and fourth scratch disks if you have additional hard disk partitions. If disk space is insufficient, delete temporary files (see task 11) or remove other files from your hard disk(s).
To specify a scratch disk in Photoshop 6.0, choose Edit > Preferences > Plug-Ins and Scratch Disks. To specify a scratch disk in Photoshop 5.x, choose File > Preferences > Plug-Ins & Scratch Disks.
13. Disable the MMXCore and FastCore plug-ins.
The FastCore and MMXCore plug-ins enable Photoshop to take advantage of MMX technology. If your processor does not support MMX technology, system errors can occur. To prevent such errors, disable the MMXCore and FastCore plug-ins.
Note: Although Photoshop can run without the MMXCore and FastCore plug-ins, some of its functions will be slower.
To disable the MMXCore and FastCore plug-ins:
1. Exit from Photoshop.
2. In Windows Explorer, rename the MMXCore.8bx and FastCore.8bx plug-ins to "MMXCore.old" and "FastCore.old." These plug-ins are in the following location:
Photoshop 5.5 and later
- Program Files\Adobe\Photoshop [version]\Plug-Ins\Adobe Photoshop Only\Extensions
Photoshop 5.0
- Program Files\Photoshop 5.0\Plug-Ins\Extensions
3. Restart Photoshop and try to re-create the error. If the error does not recur, rename the MMXCore and FastCore plug-ins to "MMXCore.8bx" and "FastCore.8bx," and then proceed to the next task.
14. Repair and defragment hard disks.
System errors can occur if the hard disk contains damaged sectors or fragmented files. Repair and defragment hard disks using either the Error-checking tool and Disk Defragmenter utilities included with Windows or a third-party disk utility (e.g., Norton Utilities by Symantec Corporation). You should run such utilities on each hard disk or partition. More information about the Error-checking tool and Disk Defragmenter appears below, for more information about a third-party utility; refer to the documentation for the utility.
The Error-checking tool repairs bad sectors, lost allocation units and file fragments, cross-linked files, and invalid file names. To access Check Disk, double-click My Computer, right-click the desired hard disk and choose Properties from the pop-up menu; in the Local Disk Properties dialog box, click the Tools tab, and then click Check Now in the Error-checking section.
Note: To prevent files from being moved to damaged sectors, Microsoft recommends that you run the Error-checking tool before defragmenting your hard disk.
Disk Defragmenter rearranges the files and free space on your computer so files are stored in contiguous units and free space is consolidated in one contiguous block. To access the Disk Defragmenter utility, choose Start > Programs > Accessories > System Tools > Disk Defragmenter.
15. Disable graphics hardware acceleration.
System errors can occur if graphics hardware acceleration is set too high. Disable graphics hardware acceleration to ensure that it is not the cause:
1. Choose Start > Settings > Control Panel, and then double-click Display.
2. Click the Settings tab, and then click Advanced.
3. Click the Troubleshooting tab.
4. Move the Hardware acceleration slider to None.
5. Click OK to accept the new setting, and then click OK to close the Display Properties window.
6. Restart Windows.
If the system error no longer occurs after disabling graphics hardware acceleration, the source of the problem is probably the display adapter. Contact the display adapter manufacturer for updated drivers for the device.
16. View the System Log to troubleshoot software conflicts.
When you start Windows 2000, it adds information to the System Log, which contains information about applications, security settings, and system information. You can view the System Log to troubleshoot software conflicts.
To view the System Log:
1. Choose Start > Settings > Control Panel and double-click Administrative Tools.
2. Double-click Event Viewer, select System Log in the Event Viewer window, and note the following:
- A white "x" in a red circle indicates that a service or driver is stopped.
- A black exclamation mark in a yellow circle warns of a possible future problem, such as low disk space.
3. For more information about an entry, right-click it, choose Properties from the pop-up menu, and read the Description section. If you can't determine which events are related to the problem, re-create the system log:
a. Open Event Viewer and choose Action > Clear All Events. (To save the current System Log, click Yes when Windows returns the alert "Do you want to save 'System Log' before clearing it?")
b. Close Event Viewer and try to re-create the problem.
c. When the problem recurs, open Event Viewer and view the System Log.
4. Reinstall or update the software identified in step 3.
17. Scan the system for viruses.
Use current anti-virus software (e.g., Norton AntiVirus, McAfee AntiVirus), to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the anti-virus software.
18. Identify the file or application that causes the error.
If the error indicates which application or file causes the problem, reinstall the application to which that file belongs. If that file is damaged and causes errors in Photoshop, reinstalling the application can correct the problem.
If the error indicates a Windows file, try the previous tasks in this section, and then reinstall Windows over itself. If the problem persists, you may need to reformat the hard disk and reinstall Windows.
19. Reformat the hard disk and reinstall only Windows 2000 and Photoshop.
Reformat the hard disk and then install only Windows and Photoshop from the original installation media. Reformatting a disk erases all files it contains, so be sure to back up all personal files and make sure you have all application and operating system disks including a copy of the latest Windows service pack.
Note: Do not install additional software or hardware until you are sure that the problem is resolved. Do not back up the hard disk and restore Windows and Photoshop instead of reinstalling them; if the problem is caused by an application or Windows, and either is restored instead of reinstalled, the problem may recur.
After you reformat the hard disk and reinstall Windows and Photoshop, try to re-create the problem:
- If the problem no longer occurs, install other applications one at a time and try to re-create the error after each installation. If the problem occurs after an installation, the recently installed application may be the cause.
- If the error persists when only Windows and Photoshop are installed, the cause is hardware-related, and you should contact the hardware manufacturer or an authorized reseller for assistance. Before contacting the manufacturer or reseller, however, you may want to try one or more tasks in the following section.
Advanced Troubleshooting
If the tasks in the previous section did not resolve the problem, hardware may be conflicting with Photoshop.
Disclaimer: Adobe does not support hardware and provides these tasks as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, you may void the warranty for your computer.
Note: Before you remove or rearrange hardware, turn off the power to the computer and any peripherals.
1. Check for SCSI problems.
If you have a SCSI card for internal or external SCSI devices, verify that the settings for the card are correct, ensure that the SCSI chain is properly terminated, update SCSI drivers, and check for hardware or cable damage. For instructions, contact the SCSI card manufacturer.
To identify SCSI problems by using the SCSI Adapters Control Panel:
1. Choose Start > Settings > Control Panel and double-click System.
2. Click the Hardware tab and then click Device Manager.
3. Click the plus sign to the left of the SCSI and RAID Controllers line.
4. For each adapter listed, right-click the name and then choose Properties. If the Device Status section indicates that the SCSI adapter is not working correctly, reinstall SCSI device drivers; contact the SCSI card manufacturer for further help.
2. Check for problems with RAM SIMMs or DIMMs.
Ensure that the RAM SIMMs or DIMMs are installed properly and are not the cause by doing one or both of the following:
- Change the order of the installed SIMMs or DIMMs.
- Remove all but the minimum number of SIMMs or DIMMs needed to run Windows and Photoshop and test to see if the problem persists. If it does, replace the SIMMs or DIMMs you removed and remove the others, testing again to see if the problem persists. If the problem does not recur, one or more of the removed SIMMs or DIMMs are the cause. For assistance, contact the RAM SIMM or DIMM manufacturer.
Related Records
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323262: Error (e.g., "Ms Visual C++...") When Starting Photoshop or Adobe Gamma in Windows
321144: Error "...not enough memory (RAM)..." When Starting Photoshop 5.0.x in Windows NT 4.0
323379: Error or Freeze When Installing Photoshop in Windows
316693: Error "Scratch Disk is Full" When Editing a File in Photoshop
310804: Error or Freeze Using a Camera or Scanner with TWAIN in Photoshop for Windows
312649: Exception or Program Error in Photoshop in Windows NT 4.0
318243: Optimizing Performance in Photoshop for Windows
324609: Photoshop 5.5 or Later Crashes or Freezes on Pentium 3 Computers
312917: Photoshop Preferences Files General Information
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