Problem with CS5, need help please

[Carol Heath]

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.

[John Wheeler]

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.

[daygraphics]

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.

[Carol Heath]

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.

[mistermonday]

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

[Carol Heath]

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

[girlsfather]

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...

[Carol Heath]

Thanks,

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

Originally Posted by girlsfather

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...

[mistermonday]

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

[Carol Heath]

Originally Posted by mistermonday

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.

[Carol Heath]

PS. Tried downloading the latest RAW update but no success. Haven't rebooted machine yet though.

[mistermonday]

From PS, if you do Edit>Preferences>Camera RAW, are you able to bring up the Camera RAW prefences dialog?
Regards, Murray

[Carol Heath]

I get the message "Could not complete the Camera Raw command because the Adobe Camera Raw plugin cannot be found"

[mistermonday]

Originally Posted by Carol Heath

I get the message "Could not complete the Camera Raw command because the Adobe Camera Raw plugin cannot be found"

OK, sounds like more than just your prefs file was wiped out. Which could mean that there are other problems you have not encountered yet.I would recommend the following:
1. Install PSCS5 on top of itself (IOW do not uninstall first). Sometimes the installer will figure out that a component was corrupted / missing and will just repair the orig installation. You have a 50/50 chance this will work.

2. If above fails, uninstall completely and reinstall. BUT, before you uninstall, save your workspace settings and copy it and any plugins and presets that you have manually installed (placed in PS folders) after your CS5 installation was done. Make sure you have installers of any plugins that were run after CS5 was installed.

Best rgds, Murray

[Tony W]

Not sure if this of any real help but have you tried following the instructions listed Here
EDIT: Troubleshoot pluc-ins http://kb2.adobe.com/cps/409/kb409112.html

I would be a little concerned over what has happened here and want to investigate a little further to try and ascertain why the system failed. Two things you mentioned a. the Black screen of Death (used to be the BSD) and the fact that your email application has been corrupted suggests perhaps a little more than just an Adobe application failure/corruption. It is just possible that Windows system has been corrupted/compromised and therefore at this time is suspect

What applications, drivers or other additions both software and hardware have changed in your system prior to the problem?
What Antivirus and Anti Malware software are you running and have you recently updated?
Could you have inadvertantly opened an email attachment which was unknown?
Etc. etc.

[Carol Heath]

Hi Tony,

Have already tried the reinstall without uninstalling but no luck. Have reset the preferences file but RAW seems to be gone completely. I will most likely uninstall and reinstall but will do that tomorrow. Very late here in Melbourne right now.

I haven't installed any new software lately and hopefully have not opened a link containing virus or malware. Using AVG and all is up to date however I did postpone an update yesterday while I was trying to sort out this problem. That update has since been installed an no report of anything suspicious.

I keep this computer pretty clean. Programs are restricted to Creative Suite plus things like skype, gotomeeting, yousendit etc. I don't even have Microsoft Office applications on this machine.

[Tony W]

Hi Carol, this will either be good night or good morning I guess . While this sort of occurence can be quite worrying/traumatic the best advice I can offer at this time is to panic slowly! . Hopefully you at least have your data backed up and your applications available for new install if required.

A complete uninstall/reinstall of Adobe products should be helpful and enable you to continue, but IMO you should also investigate the Windows application for errors.

It may be that you will need to consider a repair install of Windows. When you have time you can run the sfc.exe utiility which allows users to scan for and restore corrupt Windows system files.

To use the utility it will need to be run with Administrator privelleges.
To run the System File Checker type cmd in start/search box. A window will open type in sfc /scannow (exactly as shown including space) and hit the enter key. Warning: It may take quite some time to complete!! but if it finds corrupted files should replace them from the cached copies in the Windows system folders. With luck you may find no problems with Windows install.

You mention AVG as your antivirus, this may also contain anti malware facility but I would also suggest you look at downloading Malwarebytes and Spybot both available as freeware and both very capable of finding any nasties lurking in your system - just be sure to set them not to run concurrently with other software i.e. on demand only

[John Wheeler]

Hi Carol

Looks like you are in good hands with Murray and Tony so won't put much in my post. With corruption that occurred outside of Photoshop I too am concerned that this is not just a Photoshop issue so the advice on protecting/checking you system I think is very important.

It may be the most productive to do the entire reinstall rather than detailed debugging why RAW will not open up.

A basic reinstall of Photoshop may not clean up everything so I agree with the advice on the "complete" uninstall process. A good example of this is that Adobe Bridge also accesses ACR and if Bridge is set up to open on its own at login, this has been know to cause issues when trying to resolve problems. I think you would have had to have enabled this on purpose with preferences or giving it permission when it asks (I think it does that the first time it is run). That can be disabled in Adobe Bridge Preferences under the Advanced section (unchecked the option to launch Bridge at login).

Good luck on getting to resolution.

[Carol Heath]

Hi Folks,

Just thought I would drop in and say Thank You! Problem seems to be resolved. Uninstall of all CS5 suite was not successful so I ran the clean suite script as suggested by Girlsfather before reinstallinf PS. We think that the black screen I originally saw was in fact an automated ChkDsk run by Windows on startup so hopefully, whatever problem windows was having has also been resolved. I haven't encountered any other problems thus far so fingers crossed, all is fine and I can get back to work.

[girlsfather]

I am glad you resolved your problems and I could help a little.

[Tony W]

Originally Posted by Carol Heath

... We think that the black screen I originally saw was in fact an automated ChkDsk run by Windows on startup so hopefully, whatever problem windows was having has also been resolved.

Good news and hopefully your issues have been resolved.

Only thing for me would be why the automated chkdsk - did you have a previous disk issue or did you request chkdsk to run? As you say it may be nothing and may be fully resolved. Could even be a simple clash with other apps. (i.e. Avira program had some reported issues that caused this behaviour).

Anyway if you do find Chkdsk is running without you initiating then perhaps further investigation called for?