PS CS: Random Crashes Persist after Clean System Rebuild

DP
Posted By
Daryl Pritchard
Nov 25, 2003
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1790
Replies
46
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Closed
Hello all,

Questions:
1) Do you ever seen Photoshop CS abort on you randomly, but perhaps when accessing Photoshop Help from the Help menu or via the F1 key?
2) Do you ever see an "R6025 – Pure virtual function call error" reported?
3) Do you ever select "New" or "Open" or perhaps even "Close" and get an error of "Could not complete your request due to a program error"
4) Do you ever seen any variation of these problems?

Well, hopefully if you do, a search of similar topics will lead you to this thread where I implore you to post the details of what you’ve observed and whether you have successfully duplicated the problem(s). Presently, I have seen all of these problems and they all seem to most often follow after accessing Photoshop Help, although sometimes they occur even before Help has been selected.

The lack of response on other posts suggest these problems are unique to my system, which I’d find highly unlikely if not for the fact that my SuperMicro P6DGU motherboard probably isn’t found very commonly among current users of Photoshop CS.

The bulk of what I’ve done to explore the problems I’ve seen are in the thread Daryl Pritchard "PS CS: Should MSVCRT.DLL & SHFOLDER.DLL be in root directory?" 11/24/03 4:32pm </cgi-bin/webx?13/14> , which I have now updated with more information.

At least I’ve got a cleaner software installation on my system now, but it was a lot of work for no gain as far as PS CS is concerned.

Regards,

Daryl

MacBook Pro 16” Mockups 🔥

– in 4 materials (clay versions included)

– 12 scenes

– 48 MacBook Pro 16″ mockups

– 6000 x 4500 px

NK
North_Krimsly
Nov 25, 2003
Hi Daryl.

Unfortunately I too am getting the "Could not complete your request due to a program error" message as well. I have a brand-new, clean system with all latest patches for Windows XP, Office, and Internet Explorer. It is not just you. I believe there is a bug in Photoshop somewhere and I am not willing to rebuild my machine to find out there is still a bug in Photoshop.

See my details at "Photoshop CS crashes on certain 16-bit layer operations" ( Christopher Lewis "Photoshop CS crashes on certain 16-bit layer operations" 11/23/03 8:09am </cgi-bin/webx?13/0>).

Is there no way to report a potential bug in Photoshop to a real human being and get a real, honest-to-God answer? (not just "rebuild your machine").

I hope this problem gets resolved soon. Daryl keep us posted if you find out anything new.

-DigitalPretender
CC
Chris_Cox
Nov 25, 2003
North – what you describe is probably quite different from what Daryl is describing. Please don’t confuse his issue with yours.

And reporting it in the forums is the first step.
(getting tech support to reproduce it would help, too – but so far they can’t)
JK
Julian_K
Nov 25, 2003
I just all of a sudden started to have these "Could not complete your request due to a program error" messages when opening almost any files. strangely it was during a work session that it started suddenly. a few files did open, but most I tried couldn’t. it started after I tried to open a ps7 file out of the CS browser, that’s all I can tell. I closed all, restarted XP & CS and wanted to continue work on the current project file, but again the same error.
My heart stopped cause I thought its all corrupted.
The good old "delete the pref file" trick magically solved it and all files were ok.Although I have no clue why that fixed it.
DP
Daryl Pritchard
Nov 25, 2003
Hi North,

Thanks for your feedback. While I tend to agree with Chris that the problems you & I have seen are probably different, something I tend to think is common about them is a certain randomness to the actions being performed. That is, the problem isn’t an exact one of selecting one specific command causes an error. I’m not suggesting that 10 problems might collectively be 1 randomly occurring one, but only that sometimes that is possible…an example being a bad mouse driver that could cause a problem with any given click. Where I’ve seen others describe problems, my one question is commonly that of "did you happen to select Photoshop Help along the way?" I think when one states a series of events that appears to cause a problem, it is easy to overlook the seemingly innocuous things like selecting Help, unless doing so immediately triggers an error.

Given the problems I’ve seen aren’t always subsequent to selecting PS Help, I tend to think even that action is more random than it appears to be. Still, if all I do is repeatedly select and close PS Help, there will be a faiure. It’s not so much a question of "if" as "when". Regardless, I’ll keep investigating.

Chris,

Thanks for reaffirming what I hoped to be true…that problems are best attacked first in the forum and later with tech support. The length of my postings often left me wondering if I was just saying far too much for the forum, when maybe a one-on-one dialog with a tech support rep would be better. But, I think we both know that when a problem is so random and so rarely reported by others, the only real troubleshooting tool is dogged persistence with hopefully some useful info gathered along the way.

Regards,

Daryl
CC
Chris_Cox
Nov 25, 2003
Daryl – well, it depends on the problem. There are lots of problems that I’ll send to Tech Support first. (especially the one liners 😉

But we are looking for patterns of problems, and sometimes things are too weird for first or second level tech support to handle quickly….
DP
Daryl Pritchard
Nov 25, 2003
One liners?? What’s that?

Ya’ know, it’s no wonder I’ve not got a girlfriend….I’d take so long to ask her out that another guy would step in and just say "come on", and she’d be gone.

I hear what you’re saying about looking for patterns of problems, as that’s the nature of my job professionally. I’m an avionic systems test engineer. But, I’d rather be "photoshopping". 🙂
DP
Daryl Pritchard
Nov 25, 2003
Chris & Scott…or other Adobe folks,

As I think more about this problem I’ve seen and how my next task may be to try and isolate it to a hardware level if possible, one thought comes to mind: Not recalling exactly what the situation was regarding certain ASUS motherboards in the past, were those problems only arising when the motherboard was being taxed by Photoshop executing some processing-intensive task such as is true of certain filters?

If so, then considering my problem at least "seems" to be related to accessing the Photoshop Help, then I’d suggest that is not a complex process at all is it? Whether the other problems I’ve seen are related to the Help menu or not, they too are simple tasks….Open file, create a New file. Meanwhile, I can run my aforementioned test action without a problem, yet it gets very processor intensive even on my SMP system.

Is there anything you’re aware of that can be "so simple" yet still stress out hardware for some reason?

One thing to point out is that the problems I’ve seen surrounding the Help menu have ONLY been associated with Photoshop Help. As I write this, I’m kicking up PS CS again to see if the new "How-Tos" are also HTML files….if so, I’d expect to see them cause failures. Sure enough.

OK guys and gals (Stephanie), it seems to me that this has to be a problem between Photoshop and how it invokes the opening of an HTML file. I say this, because on this cleaner installation, the problem is actually WORSE. Maybe the other errors (R6025, "…due to program error") are unrelated, I don’t know. But, here’s the new info for today:

With IE6SP1 as my default browser, I am seeing that selecting PS Help or How-To will spawn an iexplore.exe process, yet the new flavor of the problem is that IE isn’t even loading up the page and as much as not, the IE window isn’t even created. However, the process is loaded. Meanwhile, outside of PS, I can still successfully launch and close IE6. But, the PSCS-launched iexplore.exe processs remains in place and cannot be cancelled. Shutting down PS CS does not release the process either. To clear out iexplore.exe, a reboot is required.

In another thread, someone mentioned that creating a new user account cleared up their problems with PS CS, which made no sense to me but I tried doing the same. As expected, with the new user account also having Admin rights, there was no difference in behavior…PS CS continued to have problems.

At this point I do not believe there to be a hardware problem. However, as Norton Anti-Virus does interact with executables, web pages, etc., and that is one thing different on this rebuild over the original configuration (using NAV2004 rather than NAV2003), I can see where the newer NAV may have introduced more complexity into all of this. So, my last task before bed is to uninstall NAV altogether, reboot, and see if my woes are behind me. If so, that’s too bad…because NAV is a darn good anti-virus app.

Thanks,

Daryl
DP
Daryl Pritchard
Nov 25, 2003
A final update for the night (early morning): Uninstalling a Norton Anti-Virus 2004 trial got rid of the lockup of the ieplore.exe process and Photoshop Help could be succesfully opened. Rather than leaving no anti-virus app installed, I reverted to NAV 2003. When I found that the original problem returned, where Help opens successfully some, but not all of the time, I didn’t uninstall NAV 2003 but I did disable it to the extend that there were no active background processes running. That made no difference upon the abort of Photoshop when accessing PS Help.

Daryl
DM
dave_milbut
Nov 25, 2003
..Open file, create a New file.

and opening help all perform disk i/o while many other photoshop tasks don’t. Just one small common thread.

dave
DM
dave_milbut
Nov 25, 2003
Norton Anti-Virus 2004

would that be the one with activation? could it be conflicting with ps’s?
JK
Julian_K
Nov 25, 2003
Oh my, I was so tired last night ( it was 06.00 am here already) that I totally forgot one as it seems important little detail in my report. when I closed CS after the wave of "could not complete your request…" errors on file opening, I noticed that CS help was open.
I didn’t activate it at all and I am almost sure I didn’t even accidentally click it. however this was the first time CS help got launched ever since I got CS on my machine.Never got these errors before.
DP
Daryl Pritchard
Nov 25, 2003
Dave,

Yes, NAV2004 is the one with activation. Since I was just checking out the trial, thankful I did, I had not activated it yet. While there could be a conflict between the activation of it and PS, I doubt that’s the case. Rather, NAV2004 has more scanning built into it such that it scans executables when they are invoked, and that seems to really add a resource hit on one’s system. For example, while I usually disable NAV when installing an app, there were times that I forgot to do so and found a pop-up periodically arising that said something to the effect of program execution was being delayed for a virus scan. Talk about annoying! I can see the benefit, but nonetheless quickly disabled that feature. I really noticed a hit on the loading of Internet Explorer. Once I uninstalled NAV2004 and returned to NAV2003, everything went much more smoothly. This is one year that I’m NOT upgrading to a new anti-virus scanner. I’ll stick to just updating the patterns for NAV2003. NAV2004 has too many "hooks".

I didn’t think about the disk I/O aspect of selecting New and Open. Thanks for pointing that out. But, I can’t imagine what PS CS would be doing differently such as to cause problems on my system when the disk I/O by other applications inclusive of PS7 have no ill effect.

Finally, as unlikely as it was to be a source of the problems I’ve seen, I’ve been running PS CS in a non-activated mode. So, I went ahead and activated it this morning to see if that made any difference. Nope. Photoshop Help remains more of a problem than a help.

Thanks,

Daryl
DM
dave_milbut
Nov 25, 2003
I didn’t think about the disk I/O aspect of selecting New and Open.

and opening the help file! where as much (all?) of your test actions processing takes place in memory. maybe add a step that does something with the disk, like opening and applying a displacement map. long shot, but hey, since we’re reaching…
DP
Daryl_Pritchard
Nov 25, 2003
Good suggestion dave…I’ll try that. I’ve never played with displacement maps but simply applying one with no concern for how it changes the image should be easy enough. I’m wincing at the thought of it, but I’m even considering playing "musical chairs" with my drive partitions, with the end result being that I exchange the partitions between my 9GB (system & programs) and the first two partitions of my 18GB (my documents, data, images, etc.) drive since the areas are about the same size. If there is a disk I/O problem, maybe moving the boot drive to a different drive would confirm that?? I’m reluctant to do so, since the 9GB Seagate drive has been great as a boot drive. Originally, the 18GB drive was used for that purpose, but I’m on my 3rd replacement so I’m not quite as trusting of it for a system drive where there is more disk churning going on.

Off to work…late as usual.

Daryl
SB
Scott_Byer
Nov 25, 2003
Daryl,

If you could put together an action that causes the problem on your machine when run repeatedly, I can start taking a look at what’s going on during that process and see if I can narrow down possible guilty parties.

-Scott
DP
Daryl_Pritchard
Nov 25, 2003
I’ll do what I can Scott. Given that it is accessing PS Help that most often causes the problem, an action cannot be made since PS Help isn’t actionable. But, if Dave’s suggestion to include a displacement map does increase drive I/O activity and triggers any errors similar to what I’ve seen with the random Open and New errors, I’ll definitely send that along to you as soon as I have anything.

While I’m at it, can you explain what that R6025 pure virtual function call error is, in the context of Photoshop? If there’s no easy way to explain it, don’t worry bother. "Googling" for R6025, I see it arises in a broad range of applications, and at least one link I found said it resulted in an immediate program abort…something I’ve not see with PS CS unless the failure with PS Help is the same thing yet with no time to even pop up an error message.

Thanks,

Daryl
CC
Chris_Cox
Nov 25, 2003
The chances of this being hardware related are pretty slim.

NAV sounds more likely (or some corrupt DLL).

One difference with CS is that we use the 64 bit file IO APIs, and previous versions did not (in fact, most applications don’t). If NAV or something else has a problem with those APIs, it would most likely show only in PS CS.

A pure virtual function call is a programming error in C++ stuff. Unless you know C++ it won’t make any sense. But it shouldn’t be happening in Photoshop unless something is REALLY, REALLY wrong. The most common cause is corrupted DLLs.
DP
Daryl_Pritchard
Nov 26, 2003
Hi Chris,

Thanks for the info…I’m encouraged to hear that you think a hardware error is unlikely. I know things do change over time as software becomes demanding upon h/w resources, but my system has been so solid that I’d have expected it to hold up to PS CS, with sluggish performance being the only nuisance.

I’ll take out NAV2003 tonight to see if that helps any. If so, I may find myself shopping for a new anti-virus app. I’ve never cared much for McAfee, but maybe the switch is in order.

Your explanation of the programming error is sufficient…my knowledge of C++ is only that of a grade one might get from a teacher I once knew who gave bonus points but wouldn’t bump one’s grade up.

If this is a DLL issue, then I gather you must be referring to common DLLs in the system directories? I’m clueless how to narrow that down other than do what I did with the clean reinstall or selective removal and reinstall of suspect apps such as NAV.

If I don’t make any headway toward a solution, I may just have to put this on the shelf for a while and see if I can use PS CS without a sneak attack that kills the app in the midst of some extensive edits. Save, and save often…that’s the only countermeasure. As I prefer a book to online help, it’s easy enough to avoid the Help menu but the random failures with New, Open, and who knows what else give me more cause for concern.

I’m not giving up just yet however, and PS7 still gives me an alternative if I really need to get some work done on retouching family heirloom photos before Christmas.

Thanks,

Daryl
JJ
Jay_Jhabrix
Nov 26, 2003
wrote:
I’ll take out NAV2003 tonight to see if that helps any. If so, I may find
myself shopping for a new anti-virus app. I’ve never cared much for McAfee, but maybe the switch is in order.

Daryl…

I’ve been following your problems with a bit of interest…. was about to suggest that you uninstall/disable NAV and see if that helps…

In any case, why don’t you try AVG from www.grisoft.com It’s free and doesn’t cause any hassles nor use vast overheads of system resources.

Cheers…

JJ
DP
Daryl_Pritchard
Nov 26, 2003
Hi Jay,

Thanks…I’ll check into AVG and see what it is like.

Well folks…Good news and bad news. The good news is that I’ve gotten rid of the PS CS problems it seems. 100 consecutive attempts to access PS Help were error-free and selections of Open, New, and Close along the way at random times also had no ill effect. What did I do? I reverted back to a system image that I made in January 2002 after installing WinXP and various small utility and miscellaneous apps that I like to keep on the system partition, such as WinZIP, WS_FTP, GoldWave, etc. Probably the largest software installation that was included was Roxio Easy CD Creator 5 and also Norton Systemworks 2002. I left Roxio in place, because installing it can be a hassle due to potentional conflicts with Windows Media Player, but I removed NSW.

I then installed both PS7 and PS CS, and exercised both of them with my test action. Interestingly, the performance was virtually identical to my more fully loaded system before tonight’s efforts. For those interested, I ran a comparison of PS7 vs PS CS under the same conditions, capturing snaps of the performance graph from Task Manager after the test action was fully executed. Curious as to any benefit in reducing the RAM allocation for PS8 from 72% to 40%, a 2nd run of the test action was nearly identical. Overall, PS CS was significantly slower on my old system at 3:07 vs. 2:06 for PS 7. An image that summarizes everything is at <http://jazzdiver.com/photoshop/ps7ps8.gif>

But, back on topic…the problems appear resolved for the moment with PS CS, so the "bad news" is that I’ve now got a big task ahead of me, of a more gradual and careful installation of all other software apps. I’ll be testing PS CS along the way, to see if the problems reappear. I hope not. The first big step will be installation of WinXP SP1 and all updates since. I may then install NSW2003 to see if it impacts anything. If so, it will be removed and left out, perhaps using Fix-It Utilities instead, which I’ve heard good things about. Office XP and the rest of my software will follow that. If I learn anything along the way as to what software seemed to be causing the conflict with PS CS, I’ll be sure and share that here. Right now though, I’m picking my head up off the floor and going to bed.

Whew!

Daryl
JJ
Jay Jhabrix
Nov 26, 2003
wrote:

Well folks…Good news and bad news. The good news is that I’ve gotten rid
of the PS CS problems it seems.

Now… that’s good news 🙂

Personally, i’ll wager that Norton was the culprit!!

Cheers…

JJ
V
viol8ion
Nov 26, 2003
In any case, why don’t you try AVG from www.grisoft.com It’s free and doesn’t cause any hassles nor use vast overheads of system resources.

I second AVG, it causes a lot less interference and load on your system resources than NAV, which I always have found intrusive and problematic (barring NAV corporate edition which seems to run problem free on my work PC).

I ran Anti Virus free at home for years but finally installed AVG on my antiquated PIII 500 running NT4.0. Only problem is AVG cleaned out my quarantined G: drive where I have about 10 virus programs stored. Most people would find this a good thing, but now I have to collect them again…
MM
Mick_Murphy
Nov 26, 2003
This may be totally irrelevant but I was getting Pure Virtual Function Call errors a few weeks back when I installed PS6 on a brand new machine with 1G of RAM. I changed the default Windows paging file size which was set really low to 768MB to twice that size and have never seen the error again either in 6 or CS. Possibly pure coincidence and apologies if totally irrelevant but I thought I would throw it in.
DP
Daryl_Pritchard
Nov 26, 2003
Hi Mick,

Thanks for the info. I had already been using a 1.5x ratio for a fixed pagefile size on my system, so I don’t think that was my problem, but that may be a useful tip for others who experience it.

Thus far, with Norton SystemWorks (inclusive of Anti-Virus) 2003 installed and several WinXP updates performed, PS CS is still working well. I’m about to do another major update of WinXP (DirectX 9, Media Player 9, etc.), and I hope my progress continues.

Oh yeah…I’m still supposed to go to work! Ha! Well, a few hours of vacation this morning will have to be used up I guess.

Regards,

Daryl
RA
Ruth_Alderson
Nov 26, 2003
Daryl, when you do further Windows updates, test before and after the most recent IE6 update. I’m having problems with another machine that I suspect (I’m still working on testing my hypothesis) may have been caused by that. It may not even be related (that machine is running Win 98SE, has no PS on it, and isn’t getting the same error–it gets no error, just locks up), but it’s also possible that the latest IE6 update is causing problems. I have noticed that in IE on other machines with that update installed when I click the mouse in the scroll bar below the box that tells you where you are on the page (no idea what the official name for that is), it now pages down two pages instead of one, and I think that’s also an issue with that same update.
MM
Mick_Murphy
Nov 26, 2003
Well that rules that out Daryl. I think the guy who built the machine must have installed with only 1 stick of memory in as it normally defaults to 1.5 times the RAM.

Anyway, I’m having no problems with Norton Firewall and AV 2003 nor have I had any problems with the latest IE6 update. I haven’t used Norton Utilites on XP as most of the really useful stuff is the DOS stuff and it doesn’t work. If you’re uninstalling Norton, you can rid of everything Norton just for completeness after the initial uninstall by deleting all Symantec folders and deleting the following two registry keys if you are happy editing the registry:
HKEY_LOCAL_MACHINE\SOFTWARE\Symantec
HKEY_CURRENT_USER\Software\Symantec

I got this from the Symantec website a while back when they released a buggy update which kept crashing my machine but I can’t remember whereabouts. You can then just reinstall Firewall and AV clean. Might be worth a try.
DP
Daryl_Pritchard
Nov 26, 2003
Ruth,

Thanks for your comments regarding IE6. I’ve not yet applied the SP1 updates or other security fixes, but it’s looking like Norton SystemWorks was the culprit behind my problems.

Mick,

I’m glad the Norton apps are working for you. I’d sure like to stick with Norton Internet Security (Firewall + NAV), since I like the idea using a family of products from one company better than mix & match, although the latter still works typically. Presently, I have uninstalled SystemWorks 2003, inclusive of NAV and had not yet gone so far as installing the Firewall componenet of NIS. So, I’m "Norton Free" at the moment and did perform the cleanup of the registry just as you’ve suggested here. It gripes me that so many apps leave such clutter behind in the Windows registry, but at least I’ve become accustomed to cleaning up their tracks myself.

I do plan to do exactly what you suggest…reinstalling NIS alone, in lieu of SystemWorks. I may try and salvage WinDoctor, SpeedDisk, and DiskDoctor if I can remember how I did that once in the past. I like having those utilities available if a need arises for them, particularly SpeedDisk although Diskkeeper still works pretty well.

I wasn’t able to make myself leave for work this morning until exploring the NAV and SystemWorks questions that were on my mind. So, here’s what I learned: Uninstalling only the NAV2003 component of SystemWorks made no difference in the PS CS problems, but further uninstalling the remainder of SystemWorks does look to have worked. I exercised selection/closing of PS Help about 50 times error-free and didn’t see any Open/New problems either. My testing wasn’t as robust that last time around, but looks hopeful.

This is interesting to me, because I’d have expected NAV to be the root of the problem as it is the only active background process from the SystemWorks package. I disable all other components and use them only as needed. I didn’t check the Task Manager to see what Symantec processes are left active after uninstalling NAV, but I know NAV uses ccApp, SymEvent, and perhaps others. I don’t know if those same processes are used by the balance of SystemWorks or not but, if so, then it may be they are the source of the problem. If I reinstall NIS tonight, then those processes will again be added back into the task list. If all works with NIS installed, then that will leave me puzzled as to what updated SystemWorks component was the problem cause.

Regarding AVG, the reports I’m finding on the internet about it don’t show it measuring up very well to some of the better-known competition. Perhaps version 7.0 is different, but 6.0 reportedly inserts its own advertisment at the bottom of outgoing e-mail. If that is only the free version (7.0 is demo only), I can understand why they’d do that, but it would also elminate them from my giving them any consideration at all.

I’ll keep my fingers crosse that NIS works without causing any problems and, if so, I’ll just leave off installing SystemWorks.

Thanks all,

Daryl
MM
Mick_Murphy
Nov 26, 2003
That’s interesting Daryl. I won’t be installing the utilities myself. I installed Speed Disk on my older machine and when it supposedly optimised the disk, some of my MSOffice XP apps were very slow to start up so I uninstalled. I think XP has a better native optimiser. I can live without them.
DP
Daryl_Pritchard
Nov 26, 2003
Mick,

XP may optimize better, I’m not sure. I don’t know that it is even better to do this or not, but what I liked about SpeedDisk is that I could direct it to place the pagefile at the front of the partition and then allow it to optimize everything else as per its own algorithms. Since I specify a fixed pagefile size (virtual memory), that keeps the pagefile from becoming fragmented and allows me to maximize all remaining free space for other needs.

The degfragmenting app in WinXP is, if I remember correctly, a pared down version of Diskkeeper. While reasonably effective, it doesn’t provide much flexibility, so I have either used Speed Disk or a full version of DiskKeeper. I like Diskkeeper’s scheduling better than that of Speed Disk yet I like Speed Disk’s ability to defrag and consolidate directories without requiring a reboot a la Diskkeeper’s approach. Curiously, I’ve also seen hard drive problems the past where the drive was seemingly corrupt and unusable, and although defragging with one utility was of no use, the other actually recovered the drive’s usability. I forget which that was, but that’s another reason I’ve always kept both defraggers on mysystem. With the problems I’m seeing now that suggest a PS CS conflict with NSW2003, I may finally be at a point where I just use Diskkeeper exclusively.
DM
dave_milbut
Nov 27, 2003
just an fyi, xp’s defragger contains some algorithm that moves the most heavily used apps to the front of the disk for faster access. after running a new xp install for about 2 weeks of opening and closing all your most used apps, run defrag and watch em speed up!

defrag and consolidate directories without requiring a reboot a la Diskkeeper’s approach.

I don’t know about "consolodate directories" (but I’m guessing it’s very likely it does that) but you don’t need to reboot after an xp defrag, even on the system drive (did all my drives just last week). It’s not a bad idea to reboot, but it’s not required.
DP
Daryl_Pritchard
Nov 27, 2003
I may be defeating the value of XP’s defragger then Dave, as all of my more heavily used apps reside on a second partition, which places them more deeply into the drive. It’s a smallish drive of only 9GB, with about 5GB for the XP partition and then 4GB for bigger app installations.

Since the XP defragger licensed from Executive Software, I’m guessing that their full-blown product, aka Diskkeeper, uses a similar algorithm. If I had it installed, I could confirm that since it color codes the files.
DM
dave_milbut
Nov 27, 2003
I may be defeating the value of XP’s defragger then Dave, as all of my more heavily used apps reside on a second partition

I meant partition. Not drive. Sorry. But yes, if a single drive is partitioned and your apps are on the 2nd (or middle, whatever) partition, the apps won’t be at the beginning of the drive. Not sure if it will have as great an effect if it’s offset from partition start instead of drive start, but it may.
CS
Chris_Schwaner
Nov 28, 2003
I was thinking I was alone too, since I hadn’t seen any replies in a couple of posts on this elsewhere…I got the Premium Suite recently, and my instances of having this "program error" message started suddenly, regardless of whether I use the help…I was concerned that I’d corrupted the file, but was able to open it in PS7 on another machine in my office…is there a setting issue that causes this?
DP
Daryl_Pritchard
Nov 29, 2003
UPDATE: Although failures seem much improved and less frequent at the moment, I have found that the "R6025 Pure Virtual Function Call" error is still present after a clean reinstallation of Windows XP. This is not a rebuild from a system image but rather a clean installation with no Windows XP updates applied as yet. The problem was observed both before and after all hardware was installed, with the most current drivers also loaded. At this point, the error looks as though it might be infrequent enough that it doesn’t cause a real problem, but unfortunately the nature of the error is such that one risks losing work in progress if caught off-guard without having done any saves.

With such a minimal installation, only 18 processes were active in Task Manager while PS CS was loaded, with 4 of those being Photoshop, the Adobe License Manager, and the two Macrovision temp files. All other processes were required system processes.

To duplicate the problem, the same approach is taken as before…unfortunately it isn’t "actionable"…and is simply opening and closing PS Help from the Help menu or via F1, and closing it. I’ve now tried waiting for PS Help to fully load as well as closing the IE window nearly as soon as it appears for displaying PS Help, and the state of the page load doesn’t appear to matter.

At this point, I feel I’ve exhausted all possibility of nailing down this problem as being unique to my system and really feel it is a problem in PS CS itself, albeit infrequently occurring. I’ve not seen the "Could not complete your request due to a program error" message when selecting Open or New, so I’ll stay wary for those as I proceed with installing WinXP SP1 and all updates since its release. Once that is done, I’ll proceed with installing my other applications and will test PS CS at various levels of this continued system rebuild.

Adobe…I hope you folks eventually find something to suggest what’s going on here.

Regards,

Daryl
CS
Chris_Schwaner
Nov 29, 2003
thanks for the update Daryl, I’ve seen no change in my error issue ("unable to complete request because if a program error").I create and work on .psd files in CS, then after awhile it refuses to allow creation of history states, and/or does not allow me to reopen the files in question….I doubt it’s a system thing too, as I am luckily able to open the files that CS refuses to open anymore with Photoshop 7, on my other machine, with no issue whatsoever. Not life threatening, but REALLLLY annoying after dropping a grand on the suite!

Here’s hoping for support!

Chris
CC
Chris_Cox
Nov 30, 2003
Chris – well, either you have a corrupt install (of the application or OS), or you have something else installed that is interferring. YOU have to figure out what it is, because we don’t have your system….
DP
Daryl_Pritchard
Dec 2, 2003
FINAL UPDATE: Well, I’m on the road back toward reinstalling all my applications, with the only thing to show for all my efforts being that I conclusively determined that the errors I’ve seen are not 3rd-party software conflicts with PS CS. That’s not to say other software doesn’t agitate the situation however, as that may well be. In fact, it appeared that the installation of Plus! for Windows XP found me with errors arising more often in PS CS. However, going back to an earlier system image proved me wrong. It seems the randomness of the problems had just eluded me on my first efforts to duplicate them, and repeating my testing on that earlier system image did reveal the problems as present even then.

My previous comment stated "The problem was observed both before and after all hardware was installed…", which wasn’t exactly correct. I should’ve said "external hardware", as I didn’t remove any internal hardware with the exception of swapping out a Studio DV IEEE-1394 card for an Adaptec DuoConnect IEEE-1394/USB2.0 card. However, the external hardware that was not connected when I first tested the WinXP/PS CS combo included a Nikon LS-2000 scanner, Epson 2450 Photo scanner, Epson 1270 Photo printer, Wacom Art Pad II serial tablet, and a Microsoft Wireless Intellimouse for Bluetooth.

The internal peripheral cards are all what I’d call "legacy" stuff (the Adaptec DuoConnect being one exception) that I’d not really expect PS CS to have any problems with, thus leaving me only to question the motherboard. Although discontinued, the SuperMicro P6DGU motherboard has a reputation of being an excellent, very stable board. While I’d not likely question it as the cause of my problems, I do wonder if a 100MHz FSB might be a bit too limiting for PS CS yet sufficient for PS7? I’ll add too that all internal hardware is using drivers as updated via Windows Update, rather than the drivers provided directly from the manufacturer. And the question still remains of how could such basic operations as opening Photoshop Help, or selecting the New or Open command actually result in hardware-related errors apart from a drive I/O error? This is just too weird.

So, I’ll have to live with the problems it seems. But, Scott and/or Chris, if you see this and don’t mind giving my system configuration a glance, can you tell me if you see anything among the internal components that you might anticipate PS CS not "getting along with"? Here’s the configuration: <http://jazzdiver.com/photoshop/ps8/pc_hw.txt>

Thanks,

Daryl
CC
Chris_Cox
Dec 2, 2003
I don’t see anything immediately suspicious.
DP
Daryl_Pritchard
Dec 2, 2003
Thanks Chris…that is as I expected. I’ll just grin and bear it for now.

Daryl
SB
Scott_Byer
Dec 2, 2003
The mix of hard drives is interesting. It’s definitely an uncommon mix (LVD + regular + IDE).

-Scott
DP
Daryl_Pritchard
Dec 2, 2003
Scott,

That may just be a mistake on my part in how I quoted the drives. I believe an Ultra 160 SCSI drive is, by definition an LVD drive, as that was an iteration that followed after the Ultra2. However, it’s been a while since I’ve looked at all that, what with IDE being so cheap, vast, and fast these days. In any case, all of the SCSI hard drives are LVD drives…no "regular" SCSI drives per se, except for the opticals and the Jaz. The board was a sweet one at the time…dual channel Ultra 2 LVD with regular and high-density SCSI connections as well, plus the usual 2 IDE channels.

Daryl
I
ID._Awe
Dec 2, 2003
Daryl:

My suspicion is the Linksys Wireless card. Take it out and sub a wired card and use a cable to the router. I was so pissed with my Linksys wireless that I punted it across the room, (much to the consternation of the wife). Ran out and got a 3COM/USR router and have been happy ever since.

By the way, why to you have two MS mices hooked up?
DP
Daryl_Pritchard
Dec 2, 2003
Hi ID,

That’s not a Wireless Card in the configurration but rather just a Wireless G router. It also has wired ports on it and that is what I use for this desktop system. The wireless clients are my laptop and an older PC.

I was having great success with my Linksys setup for a long time, but the last few months have found it much more stubborn, often seeing the router yet not getting through to the internet whenever I enabled wireless security (either WEP or, preferably, WPA). Withough wireless security though, it works fine and I just use MAC address filtering.

The two mice aren’t used concurrently…unless I want to be tiwce as productive! Ha! I listed both since one or the other might be used. Actually, both can operate simulatenously but I avoid that for what seems like possibly risky operation to me, not to mention a bit of overkill.

Daryl
I
ID._Awe
Dec 3, 2003
Ah, yeesh, we like overkill me pretty……………
NK
North_Krimsly
Dec 5, 2003
Daryl, Adobe tech support, and others,

I’ve been using Photoshop for 2 days now without any crashes. Daryl I don’t know if this will help you but I offer it anyway. As Chris mentioned, the issue I’ve been seeing may be different then yours– but then again maybe not. And maybe others will have the same issue.

I have a new machine with Windows XP with all latest patches. Since the machine is brand-new, I didn’t attempt any re-installs of Windows. It is already essentially a clean install. Changes I made:

1. I had Office XP installed (with latest patches)– and it was crashing on a regular basis, independent of photoshop. Photoshop was also crashing whether or not Office was running. So I installed Office 2003. I think you can get a demo verson at Microsoft.com if you want to test that. This seemed to do the trick (so far).

2. I disabled Internet Connection Firewall for my LAN connection (cable modem). I was using both ICF and Zone Alarm on the same connection, which ZoneLabs says not to do. This step by itself didn’t seem to help, but still seems like a good idea.

3. I disabled inbound and outbound email scanning in Norten Antivirus 2003. ZoneLabs says to do this because 2 applications scanning emails can conflict. ZoneAlarm also scans all emails. Again didn’t help by itself, but still seems like a good idea.

That’s it. If this really fixes the problem, then I suspect a shared DLL that was the wrong version or otherwise corrupted. I’ll feel like it is fixed if I can use Photoshop and Office 2003 for a couple weeks and they don’t crash. I’ll keep you posted.

-DigitalPretender
DP
Daryl_Pritchard
Dec 5, 2003
Hi North,

Since that approach appears to be working for you, it pretty much confirms our problems were different. In my case, a clean install of WinXP with no 3rd party software installed, with no network connection enabled, etc., was still finding me seeing the same problems in PS CS as before, albeit with perhaps a lesser frequency. I’ve not had much chance lately to work with PS CS and see how stable it is going to be for me. Hopefully staying away from the Help menu will keep things under control. Meanwhile, I’m hopeful others eventually report a similar problem that helps Adobe pin down what is wrong in PS CS…although my system may still be suspect given its age.

Thanks,

Daryl

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