I’ve tried to collect a set of basic troubleshooting steps that should solve most problems encountered while using Photoshop. If you happen to encounter a crash, be sure to submit all crash reports. If you submit a crash report for a known issue to Adobe with your email address, we can email you a solution for correcting the problem.
If your issue is related to How To or changes in behavior between versions, please see the following article: Photoshop FAQs (Frequently Asked Questions)
If your issue is with getting up and running, please see the following document: Help with Downloading, Installing or Activating
Table of Contents:
- Get The Latest Camera Support
- Install Adobe Application Updates
- Troubleshoot Update Errors
- Adobe Application Manager Doesn’t Show Updates
- Install Operating System Updates
- Install Video Card Driver Updates
- Disable & Troubleshoot OpenGL/Graphics Processor
- Reset Tool Settings
- Restore Preferences
- Troubleshoot Plug-ins
- Troubleshoot Fonts
- Troubleshoot User Permissions
- Boot in “Safe Mode” to Troubleshoot System Add-Ons and Utilities
- Run in 32-bit or 64-bit
- Where can I download prior versions?
- Additional Information
Get The Latest Camera Support
Far and away, the most commonly asked support question is how to get raw file support for the latest cameras. All your questions are answered in the following article:
Install Adobe Application Updates
Many problems are fixed by simply making sure your Adobe software is up-to-date:
Troubleshoot Update Errors
Many update errors are caused by missing or modified files required by Photoshop, typically by a disk cleanup utility (Ex: CleanMyMac, MacKeeper, etc). Make sure you have the latest updates for your clean-up utilities or discontinue use.
Explanations of error codes:
U = Updater.
44 = Install Update Error
M1 = Automatic
M2 = Standalone mode
P = Patcher
6 = Done With Errors
7 = Installation Failed
ISSUE: Installation failed. Error Code: U44M1P7, U44M2P7, U44M1P6
SOLUTION: Run the installer. Reinstall Photoshop CS6 to repair/replace the missing/modified file. Select Help>Updates… to run the updater again. http://helpx.adobe.com/creative-suite/kb/error-u44m1p7-installing-updates-ccm.html
ISSUE: The adobe update 220.127.116.11 errors with code U44M1I210.
SOLUTION: Restart your system, download and install the updates manually. See “Solution 3″ here. http://helpx.adobe.com/creative-suite/kb/error-u44m1i210-installing-updates-ccm.html
Adobe Application Manager Doesn’t Show Updates
If you know that an update is available but no updates show up when you select Help>Updates… try the following solution:
1. Quit Photoshop
2. Remove the Adobe Application Manager (AAM) Cache by clearing the contents following folder:
- Mac: /Volumes/%Volume Name%/Users/%Username%/Library/Application Support/Adobe/AAMUpdater/1.0
- Win: C:\Users\\AppData\Local\Adobe\AAMUpdater\1.0
3. Launch Photoshop and select Help>Updates… to check for updates
Install Operating System Updates
Make sure operating system is up-to-date as well:
- Macintosh: http://www.apple.com/softwareupdate/
- Windows: http://windows.microsoft.com/en-us/windows/service-packs-download
Install Video Card Driver Updates
- Windows XP: http://helpx.adobe.com/creative-suite/kb/update-graphics-driver-windows-xp.html
- Windows 7/8: http://helpx.adobe.com/creative-suite/kb/update-graphics-driver-windows-7.html
Disable & Troubleshoot OpenGL/Graphics Processor
In some cases, having the latest driver may not cure all problems related to graphics cards and drivers. The quickest and easiest way to determine if the problem is with your video card or driver is to disable the OpenGL Drawing/Use Graphics Processor preference. Directions here:
- Quick GPU troubleshooting steps | Photoshop CC, CS6
- Quick GPU troubleshooting steps| Photoshop CS4, CS5
See this document: Error: “Graphics hardware not officially supported” in Photoshop 13.1 if the following error appears when you open Photoshop CS6 after updating to version 13.1 and 3D functionality is unavailable:
Have you recently installed Windows 8?
There is a known issue with the AMD ATI Radeon Catalyst Display Driver 12.4 driver. Directions to correct the issue here:
If a tool in Photoshop is misbehaving (e.g. The crop tool crops a tiny little grey square, or painting with a brush paints the wrong color or nothing at all) try resetting the tool settings:
- Right-Click (Windows) or control + click (Macintosh) on the Tool Preset Picker in the Tool options bar and select “Reset Tool” to reset the active tool, or “Reset All Tools” to reset all tools to their factory default settings
Returning Photoshop’s preferences to their factory fresh state can solve many issues:
Many issues arise from using older, incompatible plug-ins created for previous versions of Photoshop in a newer version or simply by installing plug-is incorrectly. In general:
- Check the plug-in manufacturer’s website for the latest version of your plug-in
- Use the manufacturer’s plug-in installer to install their plug-ins
- Do not point Photoshop’s “Additional Plug-ins” preference (Preferences>Plug-Ins…) at a previous version of Photoshop’s ‘Plug-Ins’ folder. (Photoshop CS6 or earlier – Photoshop CC doesn’t have this option)
- Do not manually drag plug-ins from a previous version of Photoshop’s plug-ins folder to a newer version of Photoshop’s ‘Plug-Ins’ folder
If you encounter unexplained problems or crashes in Photoshop, use the following documents to determine if plug-ins are the problem:
Many problems can occur when using 3rd party fonts, including crashing or hangs when selecting the Type tool or making the Character panel visible. A bad font or fonts can also cause general performance issues when launching or using Photoshop. Validate and remove duplicate or troublesome fonts to impove stability and text tool performance:
If font names appear more than once in the font menu in Photoshop CS6 on Mac OS X:
Troubleshoot User Permissions
If none of the troubleshooting steps above solve your problem, it may be user permissions related. Simply using a Repair Permissions command is not always bulletproof. I highly recommend trying a new Admin user account to verify a permissions problem prior to trying to repair permissions.
- Macintosh: http://support.apple.com/kb/PH14411 (Be sure to change the “New Account:” pop-up from [Standard] to [Administrator] when creating the new user)
- Windows Vista/7/8: http://helpx.adobe.com/x-productkb/global/create-local-administrator-account-windows.html
Boot in “Safe Mode” to Troubleshoot System Add-Ons and Utilities
Sometimes, 3rd party extensions and other utilities can interfere with Photoshop’s operation. On Macintosh, Safe Mode disables all third party extension and startup items and only runs required kernel extensions & Apple-installed startup items. On Windows, Safe Mode starts Windows with a limited set of files and drivers.
To boot your computer in “Safe Mode”:
- Macintosh: Hold down the Shift key while starting up your computer: More info here: http://support.apple.com/kb/HT1564
- Windows XP: http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/boot_failsafe.mspx?mfr=true
- Windows 7: http://windows.microsoft.com/en-us/windows7/Start-your-computer-in-safe-mode
- Windows 8: http://windows.microsoft.com/en-US/windows-8/windows-startup-settings-including-safe-mode
Run in 32-bit or 64-bit
If Photoshop runs normally in Safe Mode, chances are a driver (printer/device) or extension (system or plug-in) may be the cause. Sometimes drivers have unique problems running in 64bit or 32-bit. Try running Photoshop in 32-bit mode or vice versa.
Run Photoshop CS5, CS6, or CC on Windows as a 32-bit application:
- Close Photoshop
- Navigate to the Program Files (x86) > Adobe > Adobe Photoshop CS5 or the Adobe Photoshop CS6 folder
- Double-click the Adobe Photoshop CS5.exe or the Adobe Photoshop CS6.exe file
Run Photoshop CS5, CS6 or CC in Windows as a 64-bit application (if your version of Windows and your hardware supports 64 bit):
- Close Photoshop
- Navigate to the Program Files > Adobe > Adobe Photoshop CS5 or the Adobe Photoshop CS6 folder
- Double-click the Adobe Photoshop CS5.exe or the Adobe Photoshop CS6.exe file
Note: Photoshop CS6 & CC is a 64-bit only application on Mac OS X.
Run Photoshop CS5 on Mac OS X as a 32-bit application:
- Select the Adobe Photoshop CS5 application file, installed by default in the Applications/Adobe Photoshop CS5 folder.
- Choose File > Get Info, and select Open in 32 Bit Mode. (Deselect this option to run Photoshop CS5 in 64-bit mode)
Where can I download prior versions?
If you own a prior version of Photoshop, Creative Suite, Lightroom or Elements and have your serial # but lost your installation disks/DVD, or have a new computer that doesn’t have a DVD drive, you can download installers for your product from the following links.
- Photoshop/Creative Suite – CS6 | CS5.5 | CS5 | CS4 | CS3
- Lightroom (all versions) – Mac | Win
- Photoshop Elements – 11 | 10 | 9, 8, 7
- Premiere Elements - 11 | 10 | 9
- Acrobat - XI | X | 9 | 8
- Please try all the steps above prior to reporting a problem, posting on the forums or contacting support for Photoshop specific issues.
- If your issue is related to How To’s or changes in behavior between versions, please see the following article: Photoshop FAQs (Frequently Asked Questions)
- If your issue is with getting up and running, please see the following document: Help with Downloading, Installing or Activating
Please see the following documents for additional general troubleshooting: