TechNote

Troubleshoot system errors or freezes in Adobe Photoshop CS3 on Windows XP

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What's covered

Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you to resolve system errors that occur while you use Adobe Photoshop CS3 on Windows XP. System errors can manifest in many different ways, including (but not limited to) the following:

A blank or flickering dialog box
A frozen cursor or screen
A blue screen
An unexpected restart
An error such as one of the following:
"This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor."
"Photoshop caused a General Protection Fault in module [filename]."
"Photoshop caused an Invalid Page Fault in module [filename]."
"Application Error."
"Unhandled exception detected. Application will be terminated."
"Illegal Instruction."
"Segment load failure in [filename]."
"Photoshop has encountered a problem and needs to close."
"Fatal System Error."
A STOP error

Many different factors can cause system errors, including conflicts among device drivers, applications, operating system settings, 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 uses enough memory or processor cycles to expose the problem.

To benefit most from this document, perform the tasks in order. Keep track of the tasks that you perform and the results of each, including errors and other problems. Adobe Technical Support can use this information to better assist you if you need to call.

Note: The procedures in this document are based on the default interface of Windows XP. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel. Additionally, the procedures in this document assume you are using the Classic View of the Control Panel: To view the Control Panel in the Classic View, click Switch To Classic View on the Control Panel navigation bar on the left side of the window.

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). 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 procedures require you to locate hidden files and hidden folders. Some procedures require you to locate files by their full file names, which include extensions (for example, example_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes.

To show hidden files, hidden folders, and all filename extensions in Windows Explorer:

In Windows Explorer, choose Tools > Folder Options.
Click the View tab in the Folder Options dialog box.
In Advanced Settings, select Show Hidden Files And Folders.
Deselect Hide File Extensions For Known File Types.
Click OK.

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

Photoshop may not run correctly on a system that doesn't meet the following requirements:

Intel Pentium 4 or equivalent processor
Microsoft Windows XP with Service Pack 2 or Windows Vista Home Premium, Business, Ultimate, or Enterprise
512 MB recommended
1 GB of available hard-disk space (additional free space required during installation)
1024 x 768 monitor resolution with 16-bit video card
DVD-ROM drive
QuickTime 7.1 software required for mulitmedia features
Internet or phone connection required for product activation
Broadband Internet connection required for Adobe Stock Photos and other services

Note: To check how much RAM is installed, choose Start > Control Panel > System. The amount of RAM appears on the lower half of the General tab in the System Properties dialog box.

2. Install the latest version of Photoshop.

The latest version of Photoshop may be more compatible with the operating system and drivers. Before you install an update or upgrade, make sure that the system meets the requirements.

The free Photoshop CS3 update is available from the Adobe website at www.adobe.com/support/downloads. 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 the Adobe website at http://partners.adobe.com/resellerfinder/na/findreseller.jsp and choose your country or region from the menu at the top of the page, or contact Adobe Customer Service in your region for assistance. For contact information, visit the Adobe website at www.adobe.com, select your region from the menu at the top of the page, and then click Contact Us.
To purchase an upgrade from Adobe, visit the Adobe Store at http://store.adobe.com/store and choose your country or region from the menu at the top of the page, or contact Adobe Customer Service in your region for assistance. For contact information, visit the Adobe website at www.adobe.com, select your region from the menu at the top of the page, and then click Contact Us.

3. Install current Windows service packs and other updates.

Updates to the Windows operating system improve its performance and compatibility with applications. You can obtain Windows service packs and other updates from the Microsoft website at www.windowsupdate.com. For assistance installing service packs and other updates, contact Microsoft technical support.

Important: Before you install a system update, check the system requirements for Photoshop CS3 (and any third-party software or hardware you may use with Photoshop) to ensure compatibility. If the update isn't listed, then contact Adobe or the manufacturer of your third-party software or hardware.

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

4. Re-create the Photoshop preferences file.

Re-create the Photoshop preferences file to eliminate problems that a damaged preferences file might cause.

Note: When you use this solution, Photoshop will create a new preferences file and you will lose custom settings associated with your current preferences file. However, the file you rename in step 2 is your original preferences file. If you determine that the preferences file is not causing the problem, then you can restore your custom settings by following the instructions below.

To re-create the Photoshop preferences file:

Quit Photoshop.
Rename the Adobe Photoshop CS3 Prefs.psp file (for example, to Adobe Photoshop CS3 Prefs.psp.old) in the Documents and Settings/[username]/Application Data/Adobe/Adobe Photoshop CS3/Adobe Photoshop CS3 Settings folder.
Start Photoshop. Photoshop creates a new preferences file.

If the problem continues, the preferences file isn't the cause. To restore custom settings, delete the new preferences file and restore the original name of the previous preferences file.

5. Run Photoshop in a simplified mode.

Some applications or services may cause system errors or freezes when running concurrently with Photoshop. Services are specialized programs that perform functions to support other programs. Before starting Photoshop, disable other applications, including startup items (items that start automatically with Windows), and services.

To disable startup items and services:

Quit all applications.
Choose Start > Run, and type msconfig in the Open box. Click OK.
Click the Startup tab, and and record all unselected items.
Click the General tab, and choose Selective startup.
Deselect Load Startup Items. Verify that Process System.ini File, Process WIN.INI File, and Load System Services are checked.
Click the Services Tab, and check Hide All Microsoft Services.
Click Disable All, but then select FLEXnet Licensing Service.
Click OK, and restart Windows.
Right-click icons in the Notification Area (called the System Tray in earlier versions of Windows) to close or disable any startup items that are still active..

Note: When you reboot, you'll be notified that the System Configuration Utility has made changes to the way that Windows starts up. Click OK, and when the System Configuration Utility appears click Cancel.

To identify which startup item is causing the issue:

Determining which startup item is generating the problem can be a tedious process. After determining that startup items are the problem's cause, break the list of items into halves. Test each half of the list to determine if a problem startup item is present. Continue to break the list in half until you determine what startup items are generating the issue. Do not leave any half untested. Multiple startup items may exhibit the same behavior.

Attempt to replicate the issue with all items disabled. If the issue does not occur, then proceed to the next section. Reenable startup items after all steps have been completed.
Restore half of the items that were disabled.
Attempt to replicate the issue.
- If the issue occurs, then divide the startup items in half and determine which half the issue occurs within.
- If the issue is not reproducible, then enable half of the remaining startup items. Continue dividing the items in halves until you have determined what startup item(s) are generating the issue.
Once the problem startup item has been isolated. Contact the startup item's manufacturer for updates or configuration information.

To reenable startup items and services:

Choose Start > Run, type msconfig, and click OK.
Choose Normal Startup on the General tab, click OK, and restart the computer.

Note: If unselected items were present on the Services or Startup tab, then you will need to deselect them again

6. Install Photoshop from the desktop.

Some system components--for example, device drivers and virus protection utilities--can conflict with the Photoshop installer and result in an incomplete or failed installation. To prevent these conflicts, install Photoshop from the desktop.

Copy the Adobe CS3 folder from the Photoshop CS3 Disk 1 disc to the desktop.
Open the Adobe CS3 folder on the desktop.
Double-click the Setup.exe file, and follow the on-screen instructions.

7. Set a local printer or document printer, or PostScript printer as the default Windows printer.

To determine if the printer driver for the current default printer conflicts with Photoshop, install a local printer, a document printer (such as Adobe PDF) or a printer that uses a PostScript printer driver, and then set that printer as the default in Windows. (In Windows, you can install a printer that isn't a physical piece of hardware.) If the problem doesn't recur, then the printer driver that you were using previously conflicts with Photoshop; contact the printer manufacturer for an updated driver. In some cases, setting your default Windows printer as a local printer might resolve issues that occur when the default printer is a network printer.

To install a local printer:

Choose Start > Settings > Control Panel > Printers and Faxes, or Start > Control Panel > Printers and Faxes.
Click Next in the Add Printer Wizard, and select Local Printer Attached To This Computer. Uncheck Automatically Detect And Install My Plug And Play Printer. Click Next.
Select Use The Following Port, and choose any of the LPT ports in the pop-up menu. Click Next.
Choose an HP LaserJet PS printer from the list, such as the HP LaserJet 8150 Series PS printer. Click Next.
When you confirm the printer, make sure Yes is selected for Do You Want To Use This Printer As The Default Printer. Click Next.
Select Do Not Share This Printer, and click Next.
Click No when asked Do You Want To Print A Test Page, and click Next.
Click Finish, and close the control panel after the printer is installed.

If Adobe PDF is listed in your printer list in the Printers control panel, you can set that as the default (see below).

To install a printer that uses a PostScript printer driver:

Download the installer for the Adobe PostScript printer driver (AdobePS) from the Adobe website at www.adobe.com/support/downloads/#printer.
Double-click the installer file, and then follow the on-screen instructions.

To set a printer as the default:

Choose Start > Settings > Control Panel > Printers and Faxes, or Start > Control Panel > Printers and Faxes.
Right-click the printer, and then choose Set As Default Printer from the menu.

8. Troubleshoot third-party plug-ins.

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

To identify and address conflicting plug-ins:

Move one third-party plug-in back to the Photoshop plug-ins folder, located at Program Files/Adobe/Adobe Photoshop CS3/Plug-Ins .
Restart Photoshop, and try to re-create the problem.
If the problem doesn't recur, then begin again at step 1. If the problem does recur, then contact the developer of the plug-in that you last moved, and inquire about an update.

Intermediate troubleshooting

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

9. Reinstall Photoshop in a simplified mode.

Software and services that load automatically with Windows (for example, virus protection utilities) can conflict with the Photoshop installer and cause problems in Photoshop. To prevent conflict, reinstall Photoshop while Windows is in simplified mode doesn't resolve the issue, try installing and running Photoshop on a different computer, or on a different hard drive.

To start Windows XP in a simplified mode:

Insert the Photoshop CS3 Disk 1 disc into the disc drive.
Copy the Adobe CS3 folder on the Photoshop CS3 Disk 1 disc to the desktop.
Move any personal files out of the Program Files/Adobe/Adobe Photoshop CS3 folder and its subfolders.
Choose Start > Control Panel > Add Or Remove Programs.
Select Adobe Photoshop CS3, and click Remove. Follow the on-screen instructions to remove Photoshop.
Choose Start > Run.
Type msconfig in the Open text box, and then press Enter.
On the Startup tab, click Disable All.
On the Services tab, select Hide All Microsoft Services, click Disable All, but then select FLEXnet Licensing Service, and then click OK.
In the System Configuration dialog box, click Restart.

Note: Upon restart, you'll be notified that the System Configuration Utility has made changes to the way
that Windows starts up. Click OK, and when the System Configuration Utility appears click Cancel.
Double-click the Setup.exe file in the Adobe CS3 folder, and then follow the on-screen
instructions.

To reenable startup items and services:

Choose Start > Run, type msconfig, and click OK.
Choose Normal Startup on the General tab, click OK, and restart the computer.

10. Reinstall Photoshop in diagnostic mode.

Device drivers and software that loads automatically with Windows (for example, screen savers and virus protection utilities) can conflict with the Photoshop installer and cause problems in Photoshop. To prevent conflict, reinstall Photoshop while Windows is in a diagnostic mode. In a diagnostic mode, nonstandard device drivers and startup software are disabled.

To install Photoshop in diagnostic mode:

Log on to the system with an Administrator account and insert the Photoshop CS3 Disk 1 disc into the disc drive.
Copy the Adobe CS3 folder on the Photoshop CS3 Disk 1 disc to the desktop.
Disable startup items, and restart Windows:
1. Choose Start > Run.
2. Type msconfig in the Open box, and then press Enter.
3. On the General tab, click Diagnostic Startup.
4. On the Services tab, select Windows Installer and System Restore Service, re-select FLEXnet Licensing Service, and select other services that your product may require.
5. Click OK and choose Restart in the System Configuration dialog box.
Double-click the Setup.exe file in the Adobe CS3 folder, and then follow the on-screen instructions.
Restart the system after you install Photoshop.
When the System Configuration Utility Window appears select Normal Startup.

To restart in Normal mode:

Choose Start > Run, type msconfig, and click OK.
Choose Normal Startup on the General tab, click OK, and restart the computer.

11. Run Photoshop in a new user account.

Create a new user account that has the same permissions as the account that you use when the problem occurs. If the problem doesn't recur, then the original user account may be damaged. For instructions on creating a new user account, see "To add a new user to the computer" in Windows Help or contact your system administrator.

12. Update the video card driver.

Many manufacturers of video display adapters frequently update their software drivers. If you haven't updated the display adapter driver recently, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of the video card, view the card's properties in Device Manager.) 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 change the color-depth and resolution:

Choose Start > Settings > Control Panel, and then double-click Display.
Click the Settings tab.
Change the color depth using the Color quality menu:
- 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.
Change the resolution using the Screen resolution menu:
- If the current resolution is 1024 x 768, move the slider to a different resolution, such as 800 x 600 or 1280 x 1024.
- If the current resolution is not 1024 x 768, move the slider to 1024 x 768.
Note: Although Photoshop CS3 requires a screen resolution of at least 1024 x 768, you may test your video card driver by temporarily using the resolution of 800 x 600. At this setting, however, you won't see the entire Options bar.
Click Apply, and then click OK.
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.

To disable graphics hardware acceleration:

Choose Start > Settings > Control Panel.
Double-click Display, click the Settings tab, and then click Advanced.
Click the Troubleshooting tab.
Move the Hardware acceleration slider to None.
Click OK to accept the new setting, and then click OK to close the Display Properties window.
Restart Windows and Photoshop. If the problem no longer occurs, contact the video card manufacturer for an updated driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, then 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 driver is outdated by changing the color depth and resolution of the video card or by disabling graphics hardware acceleration.

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

If updating the video card driver doesn't resolve the problem, then 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:

Choose Start > Control Panel > System.
Click the Hardware tab, and then click Device Manager.
Click the plus sign (+) to the left of each device type.
If a device appears with a black exclamation mark (!) in a yellow circle, right-click that device, and choose Properties from the menu.
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, then click it. If the Driver tab doesn't indicate the driver provider, click Driver Details. If Microsoft is the provider, then a generic driver is probably installed; contact the device manufacturer to obtain the most recent driver that they provide.

14. Check for font problems.

To determine whether a font causes the problem, reduce the number of fonts installed using the Fonts utility in the Windows Control Panel:

Choose Start > Settings > Control Panel.
Double-click the Fonts icon.
Select all of the fonts in the Fonts folder.
Move the selected fonts to a temporary folder on the desktop.
Restart Windows.
Try to re-create the problem in Photoshop. If the problem occurs, then it may be related to a font installed by Windows. If the problem doesn't occur, then move a small group of fonts back into the Fonts folder, and then restart Windows.

Note: For instructions on how to check font integrity, refer to document 328607 "Troubleshoot font problems (Windows)".
Try to re-create the problem in Photoshop. If the problem occurs, then remove some of the fonts from the Fonts folder. If the problem doesn't occur, then add a few more fonts to the Fonts folder.
Restart Windows.
Repeat steps 7-8 until you isolate each problem font.
Delete each problem font from the hard disk and reinstall it from its original disks or CD. If a font continues to cause problems after you reinstall it, then contact the font manufacturer for assistance.

To reduce the number of fonts that are installed through a font utility, refer to the utility manufacturer's instructions.

15. Optimize handling of temporary files by Windows XP.

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 of Windows or applications.

Delete temporary files by using the Disk Cleanup utility included with Windows or by using the following instructions. Make sure that at least 1 GB of free space is available on the hard disk to which temporary files are written. To start Disk Cleanup, choose Start > All Programs > Accessories > System Tools > Disk Cleanup. For information about Disk Cleanup, see Windows Help.

To manually delete temporary files:

Note: Windows deletes temporary files when Windows and applications close normally. However, when Windows or an application crashes, temporary files can accumulate on the hard disk. Windows may prevent you from deleting some temporary files as they may be in use. Delete as many temporary files as you possibly can, without deleting the files that are in use.

Quit all applications.
Choose Start > Run, and type %tmp% in the Open box. Click OK.
Delete the contents of this folder.
Note the drive letter where this directory is located.

To ensure that at least 1 GB of free space is available on the hard disk to which temporary files are written:

Choose Start > My Computer.
Select the drive noted in step 4. Right click and select Properties.
Confirm the drive has at least 1 GB of free space.

16. Set the virtual memory paging file to the default size.

Virtual memory allows the system to use hard disk space to store information normally stored in RAM. Windows XP manages virtual memory by using a paging file. You specify the minimum and maximum size of this file. If the size is different from the default in Windows XP, then applications may return errors. However, some applications may require a non-default size for the paging file. 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.

Quit all applications.
Choose Start > Control Panel > System.
Click the Advanced tab, and then click Settings in the Performance area.
Click the Advanced tab, and then click Change in the Virtual Memory area.
From the Drive list, select a hard-disk partition that has free space equal to at least three times the amount of the computer's installed RAM. To determine the amount of space available on a hard-disk partition, click the drive letter; the amount of space available appears in the Paging File Size For Selected Drive area.
In the Initial Size box, enter a value equal to one and a half times the amount of the computer's installed RAM.
In the Maximum Size box, enter a value equal to twice the amount of the Initial Size value.
Click Set, and then click OK to close the Virtual Memory dialog box.
Click OK to the alert "The changes you have made require you to restart your computer."
Click OK to close the Performance Options dialog box, and then click OK to close the System Properties dialog box.
Click Yes in the System Settings Change dialog box. Windows restarts.

17. Optimize scratch disks.

When insufficient RAM is available for bitmap image editing, Photoshop uses a scratch disk file--temporary disk space used for storing data and performing computations. Photoshop can create 64 exabytes of scratch disk files on up to four hard disk partitions. An exabyte is 1.074 billion gigabytes.

The partitions you specify as the scratch disks should have enough free space to hold data several times the size of your image. A rule of thumb for good performance is to have free space at least equal to three to five times the size of the average image file. If disk space is insufficient, delete temporary files (see task 15) or remove other files from the hard disks.

To specify a scratch disk in Photoshop, choose Edit > Preferences > Performance.

18. Repair and defragment hard disks.

System errors can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks, either by using the Error-checking tool and Disk Defragmenter utility included with Windows or by using 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 from the menu. In the Local Disk Properties dialog box, click the Tools tab, and then click Check Now in the Error-checking area.

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 that 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.

19. Scan the system for viruses.

Use current anti-virus software (for example, Symantec 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.

20. Identify the file that causes the problem.

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

If an error indicates a Windows file, then contact Microsoft for help replacing that file.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reinstalling Windows XP and Photoshop, reformatting your hard disk and reinstalling Windows XP and Photoshop, or by determining if hardware is conflicting with Photoshop.

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, then you may void the warranty for your computer.

Note: Before you remove or rearrange hardware, turn off and disconnect the power to the computer and any peripheral devices.

21. Check for SCSI problems.

If you have a SCSI card for internal or external SCSI devices, then 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:

Choose Start > Settings > Control Panel and double-click System.
Click the Hardware tab, and then click Device Manager.
Click the plus sign (+) to the left of the SCSI and RAID Controllers line.
For each adapter listed, right-click the name, and then choose Properties. If the Device Status indicates that the SCSI adapter isn't working correctly, then reinstall SCSI device drivers; contact the SCSI card manufacturer for further help.

22. 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, then replace the SIMMs or DIMMs you removed and remove the others, testing again to see if the problem recurs. If it doesn't, then one or more of the removed SIMMs or DIMMs are the cause. For assistance, contact the RAM SIMM or DIMM manufacturer.