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Problem with CS5, need help please

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Old 09-15-2011, 06:03 PM
Carol Heath's Avatar
Carol Heath Carol Heath is offline
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Problem with CS5, need help please

Hi Everyone,

I am having a problem with Photoshop. Yesterday when I logged on I was able to open and edit PSDs but when I opened a jpeg Photoshop would freeze and I would need to shut it down and restart the software. I tried restarting a couple of times but same problem. On the third attempt a black screen with white (very fast) scrolling writing appeared with messages such as "corrupt file being deleted", etc. I didn't think to do a screen capture so do not have exact messages. This forced my computer to re-boot (slowly). Two main things(that I have discovered so far) have been affected. I am unable to open jpeg files but can open and edit PSDs. Error message when attempting to open jpeg filkes is; "Could not complete your request because the plugin entry point could not be found".
I cannot process RAW files. error message reads; "Could not complete your request becasue it is not the right kind of document".

Also, I lost all tags on my thousands of emails which are now marked as unread (annoying but I can cope with this). This makes me think that perhaps the problem is somehow linked to my OS?

I tried reinstalling the entire CS5 suite last night but it installed everything except Photoshop. (*nb: I didn't do an uninstall first. I was hoping that a reinstall would write over any missing components. Obviously I was wrong) My next plan of attack is to uninstall then reinstall PS but If there are other suggestions I would welcome them, especially if it means I can save my current preferences and plug-ins.

I am using windows 7 and this problem exists on both PS CS5 64bit and PS CS5.

I also have Photoshop Elements on this machine. I am currently having to open all jpegs and RAW files on this machine and save as PSDs so I can work on them in CS5. I have a ton of images to edit today and many of those are jpegs

Would love some advice.
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Old 09-15-2011, 08:13 PM
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John Wheeler John Wheeler is offline
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Re: Problem with CS5, need help please

Hi Carol
That sounds awful.

Sounds like the corruption was also outside of Photoshop based on the email problem. That sounds as uf it's more than a Photoshop issue.

I would fully reinstall all of Photoshop at this point and before loading any plugins test out the access to jpgs and raw files.

If you are still having problems I would then take steps to check out your system integrity (beyond the scope of my post and my skills for Win 7). If you don't know how to do this you should seek appropriate IT help.

I don't know your situation as far as system backups and your ability to roll you system back a ways.

Last resort is always reinstalling the OS and bringing back your data from backups.

Hope things stabilize for you soon.
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Old 09-15-2011, 09:03 PM
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daygraphics daygraphics is offline
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Re: Problem with CS5, need help please

Sounds like a hard disk with bad sectors. Check the integrity of your hard disk before any more work performed or reinstalls. You could just be spinning your wheels.

To check the hard disk drive integrity in Windows:

Double-click My Computer, and then right-click the hard disk drive you want to check (usually C drive - but you can do D also if you have that partition).
Click Properties, and then click Tools.
In Error-checking, click Check Now.
Under Check Disk Options be sure to check the following:

Automatically fix file system errors
Scan for and attempt recovery of bad sectors

Hope this helps.
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Old 09-15-2011, 10:10 PM
Carol Heath's Avatar
Carol Heath Carol Heath is offline
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Re: Problem with CS5, need help please

Thanks for your suggestions,

Thankfully, I don't appear to have lost any data. All data is stored on a separate drive to the OS. This is a relatively new machine and I have installed limited software as it is primarily my Photoshop machine so rebuilding will not be too much of an issue if necessary. Hopefully it won't come to that.
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Old 09-15-2011, 11:03 PM
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mistermonday mistermonday is offline
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Re: Problem with CS5, need help please

Carol, before you uninstall PS, try resetting your the PS Prefs (Ctrl+Alt+Shift while starting PS) as that file has a tendency to be easily corrupted. Uninstalling PS usually will not delete the prefs file so you would get the same erroneous behaviour.
Regards, Murray
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Old 09-16-2011, 04:07 AM
Carol Heath's Avatar
Carol Heath Carol Heath is offline
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Re: Problem with CS5, need help please

Once again mistermonday, I truly believe you are a genius! This is not the first time you have saved me from a nervous breakdown with such a simple fix. Able to open jpegs but still not able to access raw from Photoshop. Will go back and look at latest upgrades and see if there is anything there that can help
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Old 09-16-2011, 05:17 AM
girlsfather girlsfather is offline
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Re: Problem with CS5, need help please

If you still have trouble after uninstall and new install:
There is a creative suite clean script, that should be run several times after uninstall. This will delete all remaining cs files, that might cause trouble and would not be deleted with an uninstall.
You find it at Adobe support website, together with a step by step howto...
Be aware that using this script, you have to uninstall all cs programs.

I just did this, on my mac, as I had some strange things happening in PS CS5...
Adobe support sent me the links to the document.
(Mac only, so you could contact them for your case)

Maybe this helps...
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Old 09-16-2011, 05:50 AM
Carol Heath's Avatar
Carol Heath Carol Heath is offline
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Re: Problem with CS5, need help please

Thanks,

Good to know. If I continue to have problems I will keep this in mind.

Quote:
Originally Posted by girlsfather View Post
If you still have trouble after uninstall and new install:
There is a creative suite clean script, that should be run several times after uninstall. This will delete all remaining cs files, that might cause trouble and would not be deleted with an uninstall.
You find it at Adobe support website, together with a step by step howto...
Be aware that using this script, you have to uninstall all cs programs.

I just did this, on my mac, as I had some strange things happening in PS CS5...
Adobe support sent me the links to the document.
(Mac only, so you could contact them for your case)

Maybe this helps...
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  #9  
Old 09-16-2011, 07:47 AM
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mistermonday mistermonday is offline
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Re: Problem with CS5, need help please

Carol, thank you, I am glad I could help. As for opening RAW files, is the problem that a RAW will not open when you double click the file or that the file will not open from PS when you use the File>Open command from inside PS?
Regards, Murray
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  #10  
Old 09-16-2011, 07:58 AM
Carol Heath's Avatar
Carol Heath Carol Heath is offline
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Re: Problem with CS5, need help please

Quote:
Originally Posted by mistermonday View Post
Carol, thank you, I am glad I could help. As for opening RAW files, is the problem that a RAW will not open when you double click the file or that the file will not open from PS when you use the File>Open command from inside PS?
Regards, Murray
Both. I seem to have completely lost ACR. Can't even locate it in my Adobe program files directory.
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