Troubleshoot system errors, freezes | Windows | Adobe software

The following are some symptoms of system errors:

• A blank or flickering dialog box
• A frozen cursor or screen
• A blue screen
• An unexpected restart
• An error message

To correct these problems, perform the numbered tasks that follow. For best results, perform the tasks in the order listed. Keep a record of the tasks you perform and the results of each, including errors and other problems. If you later contact Adobe Technical Support, this information can assist the support staff in resolving the problem. 

Important: The troubleshooting tasks reflect the default interface of Windows. If your interface is customized, you can encounter slight variations (for example, Start > Settings > Control Panel instead of Start > Control Panel). Additionally, the tasks reflect the Classic View of the Control Panel.

To view the Control Panel in the Classic View, click Switch To Classic View (Windows XP), Classic View (Windows Vista and Windows 7). These buttons are on the Control Panel navigation bar on the left side of the window.

Before performing any of these tasks, back up all personal files (for example, Photoshop or InDesign files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer can make the problem worse. If you do not find a solution to your problem, try the product-specific solutions.

Note: Some of these procedures require you to locate hidden files or hidden folders. Some procedures require you to locate files by their full filenames, which include extensions (for example, some_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and filename extensions that it recognizes.

To show hidden files and folders and all filename extensions, see these Windows Help topics:

• (Windows XP) “To display hidden files and folders”
• (Windows Vista and Windows 7) “Show hidden files” and “Show or hide filename extensions”

Make sure that the system meets the minimum requirements for the software. For the most up-to-date system requirement information, search the knowledgebase for "system requirements" and the product name.

To check basic system information, such as processor speed and how much RAM is installed, choose Help > System Info in most Adobe applications. If your application does not include this option, choose Start > Control Panel > System.

Install the latest version of the Adobe software

Install current Windows service packs and other updates

Re-create the preferences files

Update the video card driver

Remove third-party plug-ins

Disable extensions using Extensions Manager

Install the Adobe application from the desktop

Run the Adobe application in a new user account

Run or reinstall the Adobe application while no other applications are running (Simplified mode)

 

The latest version of the Adobe software can be more compatible with the operating system and drivers. Before you install an update or upgrade, make sure that the system meets the requirements. For the latest product updates and upgrades, visit Adobe - Downloads. An upgrade can solve a wider range of problems than a free update. Install any free updates before trying the rest of the tasks in this document. Complete the tasks listed here before you consider purchasing an upgrade.

Updates to the Windows operating system improve its performance and compatibility with applications. You can obtain Windows service packs and other updates from the Microsoft website at www.windowsupdate.com. For assistance installing service packs and other updates, contact Microsoft technical support.

Re-create the Adobe application preferences file to eliminate problems caused by a damaged preferences file. For specific instructions, search the application Help system for “restore preferences.”

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of a video card, view the card's properties in Device Manager.) You can often determine if the video driver is outdated by changing the color depth and resolution of the video card. You can also determine if it's outdated by disabling graphics hardware acceleration. If your application continues to work as expected after changing the color depth and resolution, it's not necessary to update the video driver.

To change the color depth and resolution used for Adobe software, see these Windows Help topics:

• (Windows XP) “Change your monitor resolution”
• (Windows Vista and Windows 7) ”Getting the best display on your monitor”

Note: Adobe software requires a screen resolution of at least 1024x768.

To disable graphics hardware acceleration, see these Windows Help topics:

• (Windows XP) “Playing music and video files.” Follow steps under first question, “What can I do about video problems…?”
• (Windows Vista and Windows 7) “Play an audio or video file: frequently asked questions.” Follow steps under “What can I do about video problems…?”
  
  

Applies to Acrobat, Adobe Reader, Adobe Premiere Pro, Adobe Premiere Elements, After Effects, Adobe Audition, Bridge, Fireworks, FrameMaker, Illustrator, InDesign, Photoshop, Photoshop Elements, Photoshop Lightroom, and Soundbooth. 

Remove third-party plug-ins from the application plug-ins folder, and then restart the application. If the problem recurs, move the plug-ins back to the application plug-ins folder and proceed to the next step. If the problem doesn't recur, then identify and address conflicting plug-ins.

To identify and address conflicting plug-ins:

Applies to Adobe Bridge, Contribute, Dreamweaver, Fireworks, Flash, Illustrator, InDesign, and Photoshop.

Extensions are Adobe Flex- and ActionScript-based modules that enhance the functionality of the Adobe applications listed above. For more information about extensions, see the Extension Manager CS5 Release Notes.  

Disable extensions to eliminate problems that a damaged or incompatible extension can cause:

To remove an extension:

Some system components—for example, device drivers and virus protection utilities—can conflict with the installer and result in an incomplete or failed installation. To prevent these conflicts, install the application from the desktop.

Create a user account that has the same permissions as the account that you use when the problem occurs. If the problem doesn't recur, then the original user account is probably damaged.

For details, search for these topics in the Microsoft Windows Help system:

• (Windows XP) "To add a new user to the computer"
• (Windows Vista and Windows 7) “Create a user account”

Note: If you are still experiencing the problem, try creating an administrator user account and running the application from that account. Create a user account as described above, and change the account type to administrator. (If you do not have rights to create an administrator account, contact your system administrator.) If the problem doesn't recur, your standard user account lacks access rights to files and folders the Adobe application requires. 

For details, search for these topics in the Microsoft Windows Help system:

• (Windows XP) “How to create and configure user accounts in Windows XP” (Article ID: 279783)
• (Windows Vista) “Change a user’s account type”
• (Windows 7) “Change a user’s account type”

Some applications or services cause system errors or freezes when running concurrently with Adobe applications. Services are specialized programs that perform functions to support other programs. Before starting your Adobe application, disable other applications, including startup items (items that start automatically with Windows), and services using Selective Startup.

Important: When you deselect Load System Services in Selective or Diagnostic Startup, you permanently delete all restore points for the System Restore utility. If you are concerned about deleting your restore points, keep this option selected, and then test the problem. You sometimes have to turn off System Services eventually to fully test the issue.

For details, search for these topics in the Microsoft Windows Help system:

• (Windows XP) “How to troubleshoot configuration errors by using the System Configuration utility in Windows XP” (Article ID: 310560)
• (Windows Vista) “How to use the System Configuration utility to troubleshoot configuration errors in Windows Vista” (Article ID: 950093)
• (Windows 7) “Run Selective Startup using System Configuration" 

To disable startup items and non-Microsoft services:

To reinstall Adobe software in a simplified mode:

Note: Upon restart, you see a message saying that the System Configuration Utility has changed the way that Windows starts up. Click OK, and when the System Configuration Utility appears click Cancel.

If reinstalling in a simplified mode doesn't resolve the issue, try installing and running the Adobe software on a different computer or hard drive.

Note: The commands in these steps can vary slightly depending on your system configuration. 

Set a PostScript printer as the default
Reduce the number of active fonts
(Windows 7 and Vista) Disable User Access Control
Optimize scratch disks
Optimize handling of temporary files by Windows
Troubleshoot ICC profiles
Update or reinstall QuickTime

To determine if the printer driver for the current default printer conflicts with your Adobe software, install a printer that uses a PostScript printer driver. Then set that printer as the default. (You can install a printer that isn't a physical piece of hardware.) If the problem doesn't recur, then the printer driver that you were using previously conflicts with the Adobe application. Contact the printer manufacturer for an updated driver.

For details on installing a printer, search for “add printer” in Microsoft Windows Help. For details on setting the PostScript printer as the default, search for “change your default printer” in Microsoft Windows Help.

Applies to Acrobat, Adobe Premiere Pro, After Effects, Encore, Fireworks, FrameMaker, Illustrator, InDesign, Photoshop, and Photoshop Elements.

For details, see TechNote kb404915 for Windows 7 and Vista, or TechNote kb404867 for Windows XP.

For details, search for “Turn User Account Control on or off" in the Microsoft Windows Help system.

Applies to Adobe Premiere, Adobe Premiere Elements, Photoshop, and Photoshop Elements.

When insufficient RAM is available for bitmap image editing, Photoshop and Adobe Premiere use a scratch disk file. (A scratch disk file is temporary disk space used for storing data and performing computations). Maximizing scratch disk performance can resolve some performance issues. Search for “scratch disk” in your Adobe application Help system for more information.

Windows and applications store working data in temporary (.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications.

For details, search for these topics in the Microsoft Windows Help system:

• (Windows XP) “Description of the Disk Cleanup Tool in Windows XP”
• (Windows Vista and Windows 7) “Delete files using Disk Cleanup”
  
  

A system error can occur if the Adobe application accesses a damaged ICC profile. Troubleshoot ICC profiles to determine if they cause the problem:

• C:\Windows\System32\Spool\Drivers\Color 
• Program Files (x86)/Common Files/Adobe/Color/Profiles/
• Program Files (x86)/Common Files/Adobe/Color/Profiles/Recommended
• Windows/System/ WOW 64/Spool/Color/Drivers/Color

• If the problem recurs, move the profiles back to the folder.
• If the problem doesn't recur, move one profile at a time back to the folder until you identify the profile that causes the problem.

Applies to video and audio applications, including the Elements Organizer.

An outdated or damaged version of Apple QuickTime can prevent the above applications from starting or operating correctly. To update QuickTime, install the current version available on the Apple website at www.apple.com/quicktime/download.

To replace damaged QuickTime files, remove QuickTime and delete any QuickTime files or folders remaining on the system, and then reinstall QuickTime. For assistance, see "Removing iTunes, QuickTime, and other software components for Windows Vista or Windows 7" (Article HT1923) on the Apple website at www.apple.com/support.

(Windows Vista) Disable Windows Aero
Verify that other device drivers are compatible with Windows
Troubleshoot codecs
Set the virtual memory paging file to the default size
Repair and defragment hard disks
Scan the system for viruses
Identify the file that causes the problem
Check for damaged expansion cards
Check for problems with RAM modules 

For details, search for “Troubleshoot problems with Windows Aero" in the Microsoft Windows Help system.

Device drivers are software files that allow Windows to communicate with devices such as scanners, mouse devices, and keyboards. Contact the device manufacturer to make sure that you are using the latest driver for it.

For details, see these Windows Help topics:

• (Windows XP) “How to Troubleshoot Hardware Problems with Device Manager”
• (Windows Vista and Windows 7) “Open Device Manager” and “Get help with Device Manager errors”
  
  

Note: Applies only to digital video products. If you're not using a digital video product, skip to the next step.

Codecs that are incompatible with your operating system or applications cause many startup problems and application freezes. Troubleshoot codec problems by removing recently installed codecs or by temporarily disabling one codec at a time and attempting to recreate the problem.

Note: Removing a codec can cause some video or audio files to become unreadable, or can cause some applications to stop working. Use caution when removing codecs. If you are not certain which codecs to keep on your system, then contact Adobe Support for additional assistance.

For details, see these TechNotes:

• (Windows XP) Remove a codec (Windows XP) (kb404869) or Temporarily disable a codec (Windows XP) (kb404870)
• (Windows Vista, 7) Temporarily disable a codec (Windows 7 and Vista) (kb404892)

For details, see these Windows Help topics:

• (Windows XP) “To change the size of the virtual memory paging file”
• (Windows Vista and Windows 7) “Change the size of virtual memory”

For details, see these Microsoft topics:

• (Windows XP) “Maintenance tasks that improve performance.” Follow instructions under “Step 4. Defragment your hard disk drive.”
• (Windows Vista) ” Improve performance by defragmenting your hard disk”

Use current antivirus software (for example, Symantec Norton AntiVirus or McAfee Virus Scan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the antivirus software.

If an error indicates which file causes the problem, then reinstall the application to which that file belongs. If that file is damaged and causes problems in an Adobe application, reinstalling the application associated with the damaged file can correct the problem.

If an error indicates a Windows file, then contact Microsoft for assitance with replacing that file.

Damaged or incompatible PCI or PCI-X expansion cards can cause system errors. To check these cards, turn off your computer, remove any processor accelerator cards, video cards, or other installed expansion cards, and then restart the computer.

Ensure that the RAM modules are installed properly and are not the cause by doing one or more of the following:

• Change the order of the installed RAM modules.
• Remove all but the minimum number of RAM modules required to run Windows and the Adobe application and test to see if the problem persists. If it does, replace the RAM modules you removed and remove the others, testing again to see if the problem persists. If the problem does not recur, one or more of the removed RAM modules are the cause. For assistance, contact the RAM manufacturer.