In this article I explain what the Adobe Crash Reporter is, why you submit crash reports, and how to submit crash reports in an effective manner.
For a localized, translated version of this document, see: Submitting crash reports
Table of Contents:
- What is Adobe Crash Reporter?
- What is the Adobe Product Improvement Program?
- How & why should I participate in the Adobe Product Improvement Program?
- Why Submit Crash Reports
- How to Submit Crash Reports
- How can I troubleshoot a crash if Crash Reporter doesn’t return a solution?
- Adobe Crash Reporter Privacy
- Additional Information on Adobe Crash Reporter
What is Adobe Crash Reporter?
In the unfortunate event that Photoshop should crash, the Adobe Crash Reporter can collect a log of what Photoshop was doing at the time the crash occurred and upload that information into a database here where the Photoshop engineering team can analyze it.
What is Adobe Product Improvement Program?
The Adobe Product Improvement Program is designed to help us understand how our customers are using our products so we can improve our products to meet your needs.
What information is collected?
- System information, such as operating system, processor, and memory installed
- Browser type and version
- Adobe product information such as version
- Adobe feature usage such as menu options or buttons selected
Find out more about the Adobe Product Improvement Program here: http://www.adobe.com/limited/apip.html
How & why should I participate in the Adobe Product Improvement Program?
If you participate in the Adobe Product Improvement Program, it will supply our crash reporter system with the steps prior to crashing which can further help us track down and fix crashing issues.
To start participating in the Adobe Product Improvement Program (Photoshop CC 2014):
- Sign into your Desktop App Usage Information account page
- Make sure “Yes, I would like to share information on how I use the Creative Cloud desktop apps” is checked
Note: if this already checked, you are already participating and you don’t need to do anything else.
To start participating in the Adobe Product Improvement Program (Photoshop CS6 – CC):
- Launch Photoshop and select Help>Adobe Product Improvement Program…
- Click the [Participate] button.
Note: if the button says [Stop Participating] you are already participating and you don’t need to do anything else.
Why Submit Crash Reports?
Why submit crash reports to Adobe with your email address and description of what you were doing when the problem occurred?
- With known issues, we can email you a solution for correcting the problem.
- For unknown issues, the more reports we have with detailed descriptions and contact info, the more likely we will be able to track down the problem and provide a solution.
- Thanks to the help of users who have submitted reports with email contact information and detailed descriptions, Photoshop is one of the most stable application in the Creative Suite.
In addition, the use of Crash Reporter during the prerelease beta testing period prior to shipping Photoshop CS5 was extremely successful in helping us identify issues from the major rewrite on the Macintosh platform (Carbon to Cocoa conversion).
How to Submit Crash Reports
On Macintosh, the Adobe Crash Reporter dialog will appear a few moments after the problem occurs:
- Please provide a detailed description – If you can consistently reproduce the problem with specific steps, submit those steps. Even if you don’t know the exact steps to consistently reproduce the problem, try to provide as much detail as you can about what you were doing when the problem occurred: What operation were you performing when the problem occurred? What type of document were you using? Did you recently use and plug-ins? If the problem is specific to a particular file, feel free to post the file via Dropbox, YouSendIt, or some other free file sharing service and include a link to the file in the problem description.
- Please include your email address – Someone from the product may want contact you to gather more information from you or we may notify you of a fix or a workaround via email.
How can I troubleshoot a crash if Crash Reporter doesn’t return a solution?
Try these steps to fix most issues encountered while using Photoshop: http://bit.ly/Troubleshoot_PS
Adobe Crash Reporter Privacy
You have the assurance of myself, and the rest of the Photoshop team, that Adobe is not monitoring your activity through Adobe Crash Reporter. Photoshop detects the crash and we don’t know anything about it until you send the report to Adobe. The report originates on your computer. If you choose to submit a report (and we very much appreciate if you would) only non-personally-identifiable information is sent to Adobe. This includes information such as which part of the software encountered an issue.
Adding more information, such as what you were doing when the error occurred, is very helpful in diagnosing the problem. If you choose to provide your contact info such as your email address, it will only be used in case we want to contact you about your crash or notify you of a fix or a workaround. It will not be used for marketing purposes. You can send the report anonymously if you’d like.
These reports go directly to the Photoshop engineering team and it’s a tremendous resource for you to help us improve the product.