TechNote

Troubleshoot system errors or freezes in Photoshop Elements (4.0 on Windows XP)

What's covered

Beginning troubleshooting

Intermediate troubleshooting

Advanced troubleshooting

This document can help you resolve system errors that occur when you use Adobe Photoshop Elements 4.0 on Windows XP. System errors can manifest themselves in many different ways, including (but not limited to) the following:

-- A blank or flickering dialog box

-- A frozen cursor or screen

-- An error such as

"This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor."

"Photoshop Elements caused a General Protection Fault in module [filename]."

"Photoshop Elements caused an Invalid Page Fault in module [filename]."

"Application Error."

"Unhandled exception detected. Application will be terminated."

"Illegal Instruction."

"Segment load failure in [filename]."

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

"Windows encountered a handling violation, no entry point found."

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 Elements, Photoshop Elements 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.

Note: The procedures in this document are based on the default interface of Windows XP. If the interface has been customized, some procedures may vary.

Beginningtroubleshooting

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 Elements files you created). Always restart the computer after a system error occurs to refresh its memory. If you continue to work without restarting the computer, then you may compound the problem.

Note: Some of these tasks require you to locate hidden files, and files by their full filenames, which include extensions (for example, filename.ini). By default, Windows Explorer hides hidden files, and filename extensions it recognizes.

To display all filename extensions in Windows Explorer:

1. Start 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 Extensions For Known File Types, and then click OK.

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

Photoshop Elements may not run correctly if the system doesn't meet the following requirements:

Note: Photoshop Elements isn't supported on beta versions of Windows XP. If you run Photoshop Elements on a beta version of Windows, you may receive an error, such as "Windows encountered a handling violation, no entry point found." To check the version of Windows XP, open the Control Panel, and choose Help > About Windows.

Photoshop Elements 4.0

-- Intel Centrino, or Pentium III or 4 processor (or compatible) 800MHz or faster processor

-- Windows XP with Service Pack 2, Windows XP Media Center Edition 2005

-- 256 MB of RAM (512 MB recommended)

-- 900 MB of available hard-disk space (1.4 GB for the Japanese version)

-- Color monitor with 16-bit color or greater video card

-- 1024x768 or greater monitor resolution

-- Microsoft DirectX 9 compatible display driver

-- CD-ROM drive

-- For handhelds: Requires Palm OSR 4.0, 4.1, or 5.0 and Palm Desktop 4.0 or 4.01

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

2. 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.

3. Re-create the Photoshop Elements preferences files.

Photoshop Elements stores information about plug-ins, features, and the application itself in its preferences files. Re-create the Photoshop Elements preferences files to eliminate problems that damaged settings files might cause.

To re-create the Photoshop Elements preferences files:

1. Exit Photoshop Elements.

2. Locate the Adobe Photoshop Elements preferences files. In Photoshop Elements 4.0, there are two preferences files, one for Organizer and one for Editor:

-- Documents and Settings\[user]\Application Data\Adobe\Photoshop Elements\4.0\Organizer\psa.prf

-- Documents and Settings\[user]\Application Data\Adobe\Photoshop Elements\4.0\Editor\Photoshop Elements 4.0 Prefs.psp

3. Rename the files (for example, to Prefspsp.old).

4. Start Photoshop Elements. Photoshop Elements creates new preferences files.

If the problem continues, the preferences files aren't the cause. To restore custom settings, delete the new preferences files and restore the original names of the previous preferences files.

4. Run Photoshop Elements while no other applications run in the background.

Some applications that run in the background may cause system errors or freezes when running concurrently with Photoshop Elements. Before starting Photoshop Elements, disable other applications, including startup items (items that start automatically with Windows).

To disable startup items:

1. Quit all applications.

2. Choose Start > Run, and type msconfig in the Open box. Click OK.

3. Click the Startup tab, and click Disable All.

4. Choose any startup items that are essential for testing the problem. If you are unsure if an item is essential, don't choose it.

5. Click OK, and restart Windows.

6. Right-click the taskbar to close or disable any items in the Notification Area (called the System Tray in earlier versions of Windows).

Then, try to re-create the problem:

-- If the problem doesn't occur, one of the startup items conflicts with Photoshop Elements. Reenable startup items one at a time, testing each time until you determine which one conflicts withPhotoshop Elements. Then contact that item's developer for an update, if available.

-- If the problem recurs, startup items aren't the cause and you can reenable them:

a. Choose Start > Run, and type msconfig in the Open box. Click OK.

b. Click the Startup tab, and click Enable All.

c. Click OK, and restart Windows.

5. Set a PostScript printer as the default.

To determine if the printer driver for the current default printer conflicts with Photoshop Elements, install a printer that uses a PostScript printer driver, and then set that printer as the default. (In Windows, you can install a printer that isn't a physical piece of hardware, called a virtual or a ghost printer.) If the problem doesn't recur, the printer driver that you were using previously conflicts with Photoshop Elements; contact the printer manufacturer for an updated driver.

To install a printer that uses a PostScript printer driver:

1. Download the installer for the Adobe PostScript printer driver (AdobePS) from the Adobe website at www.adobe.com/support/downloads/pdrvwin.htm .

2. Double-click the installer file, and then follow the on-screen instructions.

To set a printer as the default:

1. Choose Start > Printers and Faxes.

2. Right-click the printer, and then choose Set as Default Printer from the pop-up menu.

6.Troubleshoot third-party plug-ins.

Remove third-party plug-ins from the Photoshop Elements plug-ins folder, and then restart Photoshop Elements. If the problem recurs, move the plug-ins back to the Photoshop Elements plug-ins folder, and proceed to the next section of this document, "Intermediate troubleshooting." If the problem doesn't recur, identify and address conflicting plug-ins.

To identify and address conflicting plug-ins:

1. Move one third-party plug-in back to the Photoshop Elements plug-ins folder.

2. Restart Photoshop Elements and try to re-create the problem:

-- If the problem doesn't occur, repeat steps 1-2.

-- If the problem recurs, contact the developer of the plug-in you last moved to inquire about an update.

Intermediate troubleshooting

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

1.Install Photoshop or Photoshop Elements after disabling startup items and installing from the hard disk.

Device drivers and software that loads automatically with Windows (for example, screen savers, virus protection utilities) can conflict with the Photoshop Elements installer. To prevent conflict, reinstall Photoshop Elements while Windows is after disabling startup items, and installing from the hard disk, which disables nonstandard device drivers and startup software.

To install Photoshop Elements after disabling startup items,and installing from the hard disk:

1. Create a new folder named Photoshop Elements on the desktop.

2. Insert the Photoshop Elements CD into the CD-ROM drive and click Quit to exit AutoPlay (you may need to click Next and advance to the next screen to access the Quit button).

Note: If you receive an error when you cancel AutoPlay, press the Shift key for ten seconds while you insert the Photoshop Elements CD into the CD-ROM drive. 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. In Windows XP, if a FilterKeys window appears, release the Shift key and click Cancel. FilterKeys is a Windows Accessibility option that displays a dialog box when the right Shift key is held down for eight seconds.

3. Locate the Adobe Photoshop Elements folder on the CD, and copy it to the Photoshop Elements folder on the desktop.

Note: If an error occurs when you copy the folders from the CD, clean the CD and caddy with a soft, lint-free cloth to ensure that they are free of dust and fingerprints. If the problem still occurs, try copying files from other CDs to the hard disk to ensure that the CD-ROM drive is working properly. If you cannot copy files from other CDs, contact the manufacturer of the CD-ROM drive or the computer. If you can copy files from CDs other than the Photoshop Elements CD, contact Adobe Technical Support.

4. Exit from Explorer.

5. Stop startup items from launching when you start Windows:

a. Choose Start > Run.

b. Type msconfig in the Open text box, and then press Enter.

c. Click the Startup tab, click Disable All, and then click OK.

6. Disable virus protection software. For instructions, see the virus protection software's documentation.

7. Restart the computer

8. Locate the Setup.exe file in the Photoshop Elements folder on the desktop.

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

10. Delete the Photoshop Elements folder and all of its subfolders from the desktop.

11. Restore startup items:

a. Choose Start > Run, and type msconfig in the Open box. Click OK.

b. Click the Startup tab, and click Enable All (or, enable items that were enabled previously).

c. Click OK, and restart Windows.

12. Restart Windows.

2.Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of a video card, view the card's properties in Device Manager.) You can often determine if the video card driver is outdated by changing the color-depth and resolution used for Photoshop Elements. If the problem doesn't recur, the driver is probably outdated.

To change the color-depth and resolution used for Photoshop Elements:

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

2. Click the Settings tab.

3. Choose a different color depth from the pop-up menu in the Color Quality section:

-- If 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 the current color-depth is True Color, choose 16-bit or 32-bit color.

4. Change the resolution using the slider in the Screen Resolution section. If the current resolution is not 1024x768, move the slider to 1024x768.

5. Click Apply, and then click OK.

6. Restart Photoshop Elements.

3.Verify that other device drivers are compatible with Windows XP.

If updating the video card driver doesn't resolve the problem, verify that all other device drivers are compatible with Windows XP. Device drivers are software files that allow Windows to communicate with devices such as scanners, 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 > Control Panel, and then double-click System.

2. 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. Note 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, a generic driver is probably installed; contact the device manufacturer to obtain the most recent driver they provide.

4.Setthe virtual memory paging file to the defaultsize.

Virtual memory allows the system to use hard disk space to store information normally stored in memory (RAM). Windows XP manages virtual memory using a paging file; you define the minimum and maximum size of this file. If the size is different from the default in Windows XP, applications may return errors. Some applications, however, may require a non-default size for the paging file, so change the size only if other applications aren't adversely affected.

To set the paging file to the default size:

Note:You must be logged on as an Administrator to change the size of the paging file.

1. Quit open applications.

2. Choose Start > Control Panel, and then double click System.

3. Click the Advanced tab, and then click Settings in the Performance section.

4. Click the Advanced tab, and then click Change in the Virtual Memory section.

5. From the Drive list, select a hard disk that has free space equal to at least one and a half times the amount of the computer's installed RAM. To determine the amount of space available on a hard disk, click the drive letter; the amount of space available appears in the Paging File Size for Selected Drive section.

6. In the Initial Size box, enter a value equal to one and a half times the amount of the computer's installed RAM.

7. In the Maximum Size box, enter the same amount as the Initial Size value.

8. Click Set, and then click OK to close the Virtual Memory dialog box.

9. Click OK when Windows returns the alert "The changes you have made require you to restart your computer . . ."

10. Click OK to close the Performance Options dialog box, and then click OK to close the System Properties dialog box.

11. Click Yes in the System Settings Change dialog box. Windows restarts.

5.Optimize 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 the performance of Windows. Delete temporary files, and make sure that at least 150 MB of free space is available on the hard disk to which they are written.

To delete temporary files:

1. Quit open applications.

2. Choose Start > Search, and then click All Files or Folders.

3. Type *.tmp in the All or Part of the File Name box.

4. Choose Local Hard Drives from the Look In menu, and then click Search.

5. After the search results appear, choose Edit > Select All.

6. Choose File > Delete. Click Yes to confirm that you want to send the files to the Recycle Bin.

7. 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.

To make sure that at least 150 MB of free space is available on the hard disk to which temporary files are written:

1. Quit open applications.

2. Choose Start > Control Panel, and then double-click System.

3. Click the Advanced tab, and then click Environment Variables.

4. In the User variables for [user profile] section, locate TEMP in the Variable column, and note the folder listed in the Value column. If the complete pathname for the folder isn't visible, double-click TEMP in the Variable column, and note the folder name in the Variable Value text box.

Note: If a TEMP variable doesn't exist, contact your system administrator for assistance.

5. In Windows Explorer, verify that the folder you noted in step 4 exists on a non-compressed drive that has at least 150 MB of free space:

-- If the folder doesn't exist, create it: Right-click the drive, choose New Folder, and type the folder name you noted in step 4 (for example, TEMP).

-- If the drive doesn't have enough free space, create additional space by removing unnecessary files. To determine the amount of free space, right-click the drive and choose Properties.

6.Optimize scratch disks.

When insufficient RAM is available for bitmap image editing, Photoshop Elements uses a scratch disk file--temporary disk space used for storing data and performing computations. Photoshop Elements can create 200 GB of scratch disk files on up to four hard disk partitions.

The partitions you specify as the scratch disks should have free space equal to three to five times the size of the average image file. If disk space is insufficient, delete temporary files (see task 5) or remove other files from the hard disks.

To specify a scratch disk in Photoshop Elements, choose Edit > Preferences > Plug-ins & Scratch Disks.

7. 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 or a third-party disk utility (for example, Symantec Norton Utilities). 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 disk 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 the Error-checking tool, choose Start > My Computer, right-click the desired hard disk, and choose Properties; in the Local Disk Properties dialog box, click the Tools tab, and then click Check Now in the Error-checking section.

Note: To prevent Disk Defragmenter from moving files to bad sectors of a disk, run the Error-checking tool before running Disk Defragmenter.

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 > All Programs > Accessories > System Tools > Disk Defragmenter.

8. Check for font problems.

To determine whether a font causes the problem, disable font management utilities, and move the fonts (Excluding True Type Fonts installed by Windows), out of the Windows\Fonts folder.

Note: Don't move the TrueType fonts installed by Windows. For a list of these fonts, see document 326402 , "TrueType Fonts Installed by Windows XP."

1. Disable font management utilities.

2. Create a new folder (for example, C:\TrueType).

3. Open the Windows\Fonts folder.

4. Move font files, excluding the True Type font files installed by Windows, from the Windows\Fonts folder to the folder you created in step 2.

5. Restart Windows.

6. Move a few of the fonts from step 4 back to the Windows\Fonts folder.

7. Restart Windows.

8. Start Photoshop Elements, and try to re-create the problem:

-- If the problem recurs, one of the fonts you moved in step 6 may be the cause. Remove those fonts from the Windows\Fonts folder, and repeat steps 5-7, this time adding only one font at a time. When the problem recurs, do one or more of the following tasks:

- Remove the font and reinstall it from the original media.

- Contact the font manufacturer to obtain an updated version of the font.

-- If the problem doesn't recur, re-enable the font management utility, activate fonts in small groups, start Photoshop Elements, and try to recreate the problem. If the problem recurs, one of the fonts you activated may be the cause. Deactivate the small group of fonts and restart Photoshop Elements, this time activating only one font at a time. If the problem recurs, do one or more of the following tasks:

- Remove the font and reinstall it from the original media.

- Contact the font manufacturer to obtain an updated version of the font.

9. Disable the MMXCore and FastCore plug-ins.

The MMXCore and FastCore plug-ins enable Photoshop Elements to take advantage of MMX technology. If your processor doesn't support MMX technology, system errors can occur. To prevent such errors, disable the MMXCore and FastCore plug-ins.

Note: Although Photoshop Elements 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. Quit Photoshop Elements.

2. In Windows Explorer, locate the MMXCore.8bx and FastCore.8bx plug-ins in Program Files\Adobe\Photoshop Elements 4\Plug-Ins\Extensions.

3. Rename the MMXCore.old and FastCore.old plug-ins.

4. Start Photoshop Elements and try to re-create the error. If you still get the error with the plug-ins renamed, then rename the plug-ins to MMXCore.8bx and FastCore.8bx, and proceed to the next task.

10. Scan the system for viruses.

Use current antivirus software (for example, Symantec Norton AntiVirus, 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 antivirus software.

11.Run Photoshop Elementsin a different 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 XP documentation or contact your network administrator.

12. If you upgraded to Windows XP, perform a clean installation of Photoshop Elements.

If you installed Windows XP over a different version of Windows, the Photoshop Elements files, or one or more Photoshop Elements entries in the Windows registry, may be damaged. To ensure that those items aren't damaged, remove all versions of Photoshop Elements, all remaining Photoshop Elements files, and all Photoshop Elements entries from the registry.

To remove all versions of Photoshop Elements, all remaining Photoshop Elements files, and all Photoshop Elements entries from the registry:

1. Move any personal files out of all Photoshop Elements folders and their subfolders.

2. Use the Add or Remove Programs utility in the Control Panel to remove all versions of Photoshop Elements. (Do not remove Photoshop folders.)

3. Remove any remaining Photoshop Elements 4.0 files or folders from the following folders (do not delete any Photoshop folders):

-- Program Files\Adobe

-- Documents and Settings\[username]\Application Data\Adobe\Photoshop Elements

4. Delete the Workflow folder from the Documents and Settings\[username]\Application Data\Adobe folder.

5. Delete all Photoshop Elements registry keys:

Disclaimer: This procedure involves editing the Windows registry. Adobe does not support editing the registry, which contains critical system and application information. Make sure to back up the registry before editing it. For more information about the registry, see the Windows documentation, or contact Microsoft.

a. Choose Start > Run.

b. In the Open box, type regedit. Click OK to open the Registry Editor.

c. Back up the registry: Choose File > Export, and select a name and location for the back-up registry. Select All in the Export Range section, and click Save.

d. In the left pane of the Registry Editor, click HKEY_LOCAL_MACHINE.

e. Click Software, and then choose Adobe.

f. Delete the Photoshop Elements 4.0 folder.

g. In the left pane of the Registry Editor, click HKEY_CURRENT_USER.

h. Click Software, and then choose Adobe.

i. Delete the Photoshop Elements 4.0 folder.

j. Close the registry.

6. Empty the Recycle Bin.

7. Restart Windows XP.

13.Identify the filethat 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 Elements, 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.

14. Reformat the hard disk, and reinstall only Windows XP and Photoshop Elements.

Reformat the hard disk, and then install only Windows XP and Photoshop Elements 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 Elements instead of reinstalling them; if the problem is caused by an application or Windows, and either one is restored instead of reinstalled, the problem may recur.

After you reformat the hard disk and reinstall Windows and Photoshop Elements, 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 Elements 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 don't resolve the problem, hardware may be conflicting with Photoshop Elements.

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.

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.

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

1. Choose Start > 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 isn't 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 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 Elements, 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.