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
For a localized, translated version of this document, see: Photoshop Help / Basic troubleshooting steps to fix most issues
Table of Contents:
- Get The Latest Camera Support
- Install Adobe Application Updates
- Install Operating System Updates
- Troubleshoot Update Errors
- Creative Cloud Doesn’t Show Updates Or Applications Are In Trial Mode
- I can’t activate Photoshop, or applications are in trial mode
- Install Graphics Card Driver Updates
- Troubleshoot Graphics Processor (GPU/OpenGL)
- 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:
Install Operating System Updates
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.
Having trouble installing Photoshop or Bridge updates? See this article:
- Troubleshoot Creative Cloud download and install issues
- Error downloading or updating Creative Cloud apps
Having trouble installing Camera Raw updates? See this article:
Creative Cloud Doesn’t Show Updates Or Applications Are In Trial Mode
I can’t activate Photoshop, or applications are in trial mode
If you can’t activate Photoshop, or applications are appearing as trials, then a firewall or host file might be blocking the software from talking with the activation server. See Troubleshoot connectivity issues.
Install Graphics Card Driver Updates
If you’re experiencing image rendering issues, slow performance, or crashes, the cause could be a defective, unsupported, or incompatible graphics driver. See GPU and graphics driver troubleshooting steps.
IMPORTANT: Windows Update won’t always give you the latest updated drivers. You must go directly to your card manufacturer’s website to check for driver updates.
Troubleshoot Graphics Processor (GPU/OpenGL)
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 graphics card or driver is to disable the Use Graphics Processor preference. See Disable the GPU to quickly narrow to down the issue.
For specific errors, see the following:
- “Graphics hardware not officially supported for 3D”
- “Photoshop has encountered a problem with the display driver, and has temporarily disabled enhancements which use the graphics hardware”
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. See Restore preference files to default.
Many issues arise from using incompatible plug-ins created for previous versions of Photoshop in a newer version or simply by installing plug-ins incorrectly. See Photoshop plug-ins troubleshooting.
Many problems can occur when you use third-party fonts, including crashing or hangs when selecting the Type tool or when making the Character panel active/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. See Troubleshoot fonts.
Troubleshoot User Permissions
If none of the troubleshooting steps above solve your problem, your problem may be user permissions–related. Using the Repair Permissions command repairs permissions for the operating system, but not for applications, such as Photoshop.
Create a new admin user account to identify permissions problems. For instructions on creating a new admin user account, see the following:
Be sure to change the New Account pop-up from [Standard] to [Administrator] when creating the new user.
Boot in “Safe Mode” to Troubleshoot System Add-Ons and Utilities
Sometimes, third-party extensions and other utilities can interfere with Photoshop’s operation.
If you start your computer in safe mode, third-party extensions and utilities are turned off, which can help solve your problem.
- Starting up in safe mode: On Mac OS, safe mode disables all thirdparty extension and startup items and runs only required kernel extensions and Apple-installed startup items.
- Start your computer in safe mode: On Windows, safe mode starts Windows with a limited set of files and drivers.
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.
The 32-bit versions of Photoshop CC 2015 and CC 2014 aren’t installed on 64-bit versions of Windows by default:
- Download and install the 32-bit version of Photoshop CC 2015 or CC 2014
- After installing, navigate to the Program Files (x86) > Adobe > Adobe Photoshop CC 2015 or the Adobe Photoshop CC 2014 folder
- Double-click the Adobe Photoshop CC 2015.exe or the Adobe Photoshop CC 2014.exe file
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 CC 2015, CS6, 0r CS5 on 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 CC 2015 or the Adobe Photoshop CS6 folder
- Double-click the Adobe Photoshop CC 2015.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 | CS2
- Lightroom 6.0 | (5.0 and earlier) – Mac | Win
- Photoshop Elements – 13 | 12 | 11 | 10 | 9, 8, 7
- Premiere Elements – 13 | 12 | 11 | 10 | 9
- Acrobat – XI | X | 9 | 8 | 7
If you have a how-to question or question about changes in behavior between Photoshop versions, please see the following:
If you need additional general troubleshooting help, see the following:
- Resolve issues that occur when you download, install, update, or launch Creative Cloud apps
- Troubleshoot system errors, freezes | Mac OS 10.x | Adobe software
- Troubleshoot system errors, freezes | Windows | Adobe software
If you need help with app installation/downloads or your Creative Cloud membership, see the following: