TechNote (Archived)

Troubleshoot system errors or freezes (Photoshop Album on Windows 2000)

What's covered

Beginning troubleshooting

Intermediate troubleshooting

Advanced troubleshooting

This document can help you resolve system errors that occur while you use Adobe Photoshop Album in Windows 2000. System errors can manifest themselves in different 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 Album caused an Invalid Page Fault in module [filename]."

"Unable to initialize Photoshop Album because of a program error."

"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 Album, Photoshop Album may not necessarily be the cause--it may be the only application that makes use of the resources causing the problem.

To benefit 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 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 (for example, 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 (for example, .ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and filename extensions it recognizes. To enable Windows Explorer to show hidden files, hidden folders, and all filename extensions, see the documentation included with Windows.

1. Make sure that the system meets the minimum requirements for Photoshop Album.

Photoshop Album may not install correctly on a system that doesn't meet the requirements for it. The requirements vary, depending on the version of Photoshop Album.

Photoshop Album 2.0

-- Intel Pentium III or 4 class processor

-- Microsoft Windows XP, Windows 2000, or Windows Millennium Edition

-- 128 MB of RAM (256 MB recommended)*

-- 250 MB of available hard-disk space+

-- 800 x 600 color monitor with a 16-bit color or greater video card displaying thousands of colors

-- Microsoft Internet Explorer 5.01 (with Service Pack 2), 5.5, or 6.0 (updated with applicable service packs)

-- CD-ROM drive

-- Adobe Reader 6.0 and Microsoft DirectX 9.0 (included on the Photoshop Album 2.0 CD-ROM and installed if not present--up to an additional 175 MB of hard-disk space may be required)

-- Palm OS 4.0, 4.1, or 5.0 and Palm Desktop 4.0 or 4.01 (for handhelds)

Photoshop Album 1.x

-- Intel Pentium III or 4 class processor

-- Microsoft Windows XP, Windows 2000, Windows Millennium Edition, or Windows 98 Second Edition

-- 128 MB of RAM (256 MB recommended)*

-- 250 MB of available hard-disk space+

-- 800 x 600 color monitor with 256 colors

-- Microsoft Internet Explorer 5.01 with Service Pack 2, 5.5, or 6.0 (updated with applicable service packs)

-- CD-ROM drive

* To check how much RAM is installed, choose Start > Settings > Control Panel, and double-click System. The amount of RAM is listed on the lower half of the General panel in the System Properties window.

+ If you install Photoshop Album on a drive or partition other than the Windows drive or partition, you need 80 MB of RAM on the Windows drive or partition and 170 MB of RAM on the drive or partition used for Photoshop Album.

2. Install the latest version of Photoshop Album.

The latest version of Photoshop Album may be more compatible with the operating system and hardware drivers. Before you install an update or upgrade, make sure that your system meets the requirements for it. For upgrade or update information, visit the Adobe website at www.adobe.com/products/photoshopalbum/ .

Note: If you install the Photoshop Album 1.0.1 update, the version number on the splash screen appears as 1.0.50.

3. Install the latest Windows update.

Updates to Windows (also called Service Packs) improve its performance and compatibility with other applications. You can obtain Service Packs from the Microsoft website at www.microsoft.com. For assistance installing a Service Pack, contact Microsoft Technical Support.

If you've reinstalled an application or Windows after installing the latest Service Pack, reinstall the Service Pack. Some applications install commonly used system files, overwriting the updated versions installed by the Service Pack.

4. Re-create the Photoshop Album preferences files.

Photoshop Album stores information about plug-ins, features, and the application itself in its preferences files. Re-create these preferences files to eliminate problems a damaged preferences file might cause.

To re-create the Photoshop Album preferences files:

1. Quit Photoshop Album.

2. Delete the following files from the Documents and Settings/ [user profile] /Application Data/Adobe/Photoshop Album/2.0 folder (Photoshop Album 2.0) or Documents and Settings /[user profile] /Application Data/Adobe/Photoshop Album folder (Photoshop Album 1.x):

-- Psa.prf (preferences file for preferences set in Preferences windows)

-- Status.dat (preferences file for preferences not set in Preferences windows)

-- customevents.dat (preferences for custom events that are added to the calendar)

-- Wpg.dat (preferences file for Web Photo Gallery settings)

-- 3dg.dat (preferences file for Atmosphere settings)

-- olsprefs.dat (preferences file for Online Services)

-- olshostprefs.dat (preferences file for Online Services)

-- olsactiondict.dat (preferences file for Online Services)

Note: You may not have all of the files listed above. Each preferences file is created only after you use the feature associated with it. If you haven't used the feature, the preferences file associated with it isn't created.

3. Start Photoshop Album. If the problem continues, a preferences file isn't the cause.

5. Run Photoshop Album while no other applications are running.

Some applications that run in the background may cause system errors or freezes when running concurrently with Photoshop Album. You can identify these applications and disable them before starting Photoshop Album. To identify problematic applications that run in the background, remove applications from the Startup folder, and close those that are specified in the registry to start automatically.

To identify a problematic application in the Startup folder:

1. Quit any open applications.

2. In Windows Explorer, move all icons and shortcuts from following folders to another folder (for example, to a temporary storage folder that you create on your desktop):

-- Documents and Settings/All Users/Start Menu/Programs/Startup

-- Documents and Settings/ [user profile] /Start Menu/Programs/Startup

3. Restart Windows, and try to re-create the problem. Then continue as follows:

-- If the problem recurs, move the icons and shortcuts back to the Startup folder.

-- If the problem doesn't recur, move the icons and shortcuts back to the Startup folder one at a time to determine which application causes the problem.

To identify a problematic application specified in the registry to start automatically:

1. Right-click the taskbar, and choose Task Manager from the pop-up menu.

2. Click the Applications tab.

3. Select an application, and then click End Task.

4. Restart Photoshop and try to re-create the problem. Then continue as follows:

-- If the problem recurs, repeat steps 1-4 and select another application in step 3.

-- If the problem doesn't recur, the application you selected in step 3 conflicts with Photoshop Album.

Intermediate troubleshooting

If the tasks in the previous section don't solve the problem, try the following intermediate troubleshooting tasks.

6. Reinstall Photoshop Album in Safe mode.

Device drivers and software that loads automatically with Windows, such as screen savers and virus protection utilities, can conflict with the Photoshop Album installer and cause problems that occur in Photoshop Album. To prevent such problems, reinstall Photoshop Album while Windows is in Safe mode, which disables non-standard device drivers and startup software.

To reinstall Photoshop Album in Safe mode:

1. Move any personal files out of the Photoshop Album folder and its subfolders.

2. Choose Start > Settings > Control Panel, and double-click Add/Remove Programs.

3. Select Photoshop Album, and click Remove. Follow the on-screen instructions to uninstall Photoshop Album.

4. Delete the Photoshop Album folder (Program Files/Adobe/Photoshop Album) if it remains.

5. Create a new folder named "Album" on the desktop.

6. While you insert the Photoshop Album CD into the CD-ROM drive, press the Shift key for ten seconds. If you release the key too soon and Autoplay starts, click Quit to exit Autoplay. You may need to click Next and advance to the next screen to access the Quit button.

7. Right-click the CD-ROM drive on the computer, and choose Explore from the pop-up menu. (Don't double-click the drive, or AutoPlay will start.)

8. Locate the Adobe Photoshop Album folder and the Common folder, and copy both to the Album folder on the desktop.

9. Quit Explorer.

10. Restart Windows. When you receive the message "Starting Windows 2000," press the F8 key.

11. Select Safe Mode from the Windows 2000 Advanced Options menu.

12. Locate the Setup.exe file in the Album/Adobe Photoshop Album folder on the desktop.

13. Double-click the Setup.exe file, and follow the on-screen instructions to complete the installation.

14. Restart Windows in Normal mode, and delete the Album folder and all of its subfolders from the desktop.

Note: You need to reinstall any updates or third-party plug-ins after you reinstall Photoshop Album.

7. Update the video card driver.

Many manufacturers of video cards update their software drivers frequently. If you haven't updated the video card driver recently, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website. You can often determine if the video driver is outdated by changing the color-depth and resolution of the video card or by disabling graphics hardware acceleration.

To determine the manufacturer of a video card:

1. Right-click My Computer, choose Properties, and select the Device Manager tab.

2. Click the plus sign (+) next to Display Adapter, click the Display Adapter name, and then click Properties at the bottom of the dialog box

To change the color-depth and resolution of the video card:

1. Choose Start > Settings > Control Panel, and double click Display.

2. Click the Settings tab.

3. Change the color-depth using the Colors menu:

-- If you use Photoshop Album 2.0, and the current color-depth is 16-bit or 32-bit, choose True Color (which may be designated as 24-bit color; 16,777,216 colors; or millions of colors).

-- If you use Photoshop Album 2.0, and the current color-depth is True Color, choose 16-bit or 32-bit color.

-- If you use Photoshop Album 1.x, and 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 you use Photoshop Album 1.x, and the current color-depth isn't 256 Colors, choose 256 Colors.

4. Change the resolution by using the slider in the Screen Area section:

-- If the current resolution is 800 x 600, move the slider to a higher resolution, for example, 1024 x 768.

-- If the current resolution isn't 800 x 600, move the slider to 800 x 600.

5. Click Apply, and then click OK.

6. Restart Windows and Photoshop Album. If the problem no longer occurs, contact the video card manufacturer for an updated driver.

To disable graphics hardware acceleration:

1. Choose Start > Settings > Control Panel.

2. Double-click Display, 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 and Photoshop Album. If the problem no longer occurs, contact the video card manufacturer for an updated driver.

8. Verify that device drivers are compatible with Windows 2000.

Device drivers are 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 have the latest driver for it.

To check for device driver problems:

1. Choose Start > Settings > Control Panel.

2. Double-click System, click the Hardware tab, and then click Device Manager.

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, right-click that device, and choose Properties from the pop-up menu.

5. Check the properties for the device:

-- Check the Device Status field: If the device isn't working properly, information in this field can help you troubleshoot the problem.

-- If the Properties dialog box has a Driver tab, click it. If the Driver tab doesn't indicate the driver provider, click Driver Details. If Microsoft is the provider, you probably have a generic driver and should obtain the most recent driver provided by the device manufacturer.

9. Optimize the handling of temporary files in Windows.

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 performance and unnecessarily occupy space on the hard disk. Delete temporary files to free up hard disk space.

-- 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 drive.

1. Quit any open applications.

2. Choose Start > Search > For Files or Folders.

3. Type *.tmp in the "Search for files or folders named" text box.

4. Choose Local Hard Drives 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 don't want to delete from the Recycle Bin, and then empty the Recycle Bin. Windows deletes all temporary files not in use.

10. Repair and defragment hard disks.

System errors can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks using either the Error-checking tool and Disk Defragmenter utility included with Windows (choose Start > Programs > Accessories > System Tools) or a third-party disk utility such as Symantec Norton Utilities. You should run such utilities on each hard disk or partition.

The Error-checking tool repairs bad sectors, lost allocation units and file fragments, cross-linked files, and invalid file names. To access the Error-checking tool, 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.

Disk Defragmenter rearranges the files and free space on the 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.

For more information about a third-party disk utility, refer to the documentation for it.

11. Scan the system for viruses.

Use current anti-virus software, such as Norton AntiVirus or McAfee VirusScan, 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.

12. Create a new user account.

Create a new user account that has the same permissions as the account you use when the problem occurs. If the problem doesn't recur, the original user account may be damaged. For information on setting up a user account, see the Windows 2000 documentation or contact your network administrator.

13. Identify the file that causes the problem.

If an error indicates which file causes the problem, reinstall the application to which that file belongs. If that file is damaged and causes problems in Photoshop Album, reinstalling the associated application can correct the problem.

If an error indicates a Windows file, contact Microsoft for help replacing that file. If the problem persists, proceed to task 14, "Replace system files."

14. Replace system files.

Reinstall Windows 2000 using the original installation media, and select the option to replace system files. This procedure fixes damaged Windows files. For more information on reinstalling Windows, see the Windows documentation or contact Microsoft.

15. View the System Log to identify software conflicts.

When starting, Windows 2000 adds entries to the System Log, which contains information about applications, security settings, and system information. You can view the System Log to identify software conflicts. If you identify a software conflict, reinstall or update the software.

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 (that is, it didn't start or load).

-- A black exclamation point in a yellow triangle warns of a possible future problem, such as low disk space.

Note: You can ignore warnings that indicate a new printer driver was installed.

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, right-click the System Log, and choose Clear All Events from the pop-up menu. To save the current System Log, click Yes when Windows returns the message "Do you want to save 'System Log' before clearing it?"

b. Close Event Viewer, and try to re-create the problem.

c. After the problem recurs, open Event Viewer and view the System Log.

4. Note the description, source, and EventID, and search for a solution to the error on the Microsoft website at http://support.microsoft.com , or contact Microsoft or the hardware vendor for assistance.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, hardware may be conflicting with Photoshop Album.

Disclaimer: Adobe doesn't 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.

16. Reformat the hard disk and reinstall only Windows 2000 and Photoshop Album.

Reformat the hard disk, and then install only Windows 2000 and Photoshop Album from the original installation media. Reformatting a disk erases all files it contains, so be sure to back up all personal files first. Also make sure that you have all application and system disks.

Note: Don't install additional software or hardware until you're sure that the problem is resolved. Don't back up the hard disk and restore Windows and Photoshop Album 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, 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 problem after each installation. If the problem occurs after an installation, the recently installed application may be the cause.

-- If the problem occurs 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.

17. 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.

You can also check for SCSI problems by using the System Properties dialog box:

1. Choose Start > Settings > Control Panel and double-click System.

2. Click the Device Manager tab.

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 isn't working correctly, reinstall SCSI device drivers; contact the SCSI card manufacturer for further help.

18. Check for problems with RAM SIMMs or DIMMs.

Ensure that the RAM SIMMs or DIMMs are installed properly and aren't the cause by doing one or more 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 recurs. If it doesn't, one or more of the removed SIMMs or DIMMs are the cause. For assistance, contact the RAM SIMM or DIMM manufacturer.