Adobe Photoshop crashes when more then one item is opened

JustinGSEIWI
JustinGSEIWI used Ask the Experts™
on
When one of my users tries to open more then one item in Photoshop, it crashes with the following errors.

Event Type:       Error
Event Source:    Application Error
Event Category: None
Event ID:           1001
Date:                1/26/2010
Time:                4:18:30 PM
User:                N/A
Computer:         RI-DC700-DT01
Description:
Fault bucket 1228801334.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 42 75 63 6b 65 74 3a 20   Bucket:
0008: 31 32 32 38 38 30 31 33   12288013
0010: 33 34 0d 0a               34..    

Event Type:       Error
Event Source:    Application Error
Event Category: None
Event ID:           1000
Date:                1/26/2010
Time:                4:17:57 PM
User:                N/A
Computer:         RI-DC700-DT01
Description:
Faulting application photoshop.exe, version 10.0.1.0, faulting module ntdll.dll, version 5.1.2600.5755, fault address 0x0001b21a.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 41 70 70 6c 69 63 61 74   Applicat
0008: 69 6f 6e 20 46 61 69 6c   ion Fail
0010: 75 72 65 20 20 70 68 6f   ure  pho
0018: 74 6f 73 68 6f 70 2e 65   toshop.e
0020: 78 65 20 31 30 2e 30 2e   xe 10.0.
0028: 31 2e 30 20 69 6e 20 6e   1.0 in n
0030: 74 64 6c 6c 2e 64 6c 6c   tdll.dll
0038: 20 35 2e 31 2e 32 36 30    5.1.260
0040: 30 2e 35 37 35 35 20 61   0.5755 a
0048: 74 20 6f 66 66 73 65 74   t offset
0050: 20 30 30 30 31 62 32 31    0001b21
0058: 61 0d 0a                  a..    


I found these in the event log. I have tried reinstalling but that didn't fix it.

Thank you,

Justin
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BitsBytesandMoreNetwork Operations Manager
Top Expert 2009

Commented:
You might have a faulty memory that crashes when Photoshop uses this area of the memory.... it goes unnoticed with other applications maybe because they do not need as much memory and you never reach the faulty modules.
Try reseatting the memory modules... sometimes they build corrosion and do not have a good contact. Reseatting should solve this (pull it out and plug it back in).
If the memory is faulty... you will need to replace it.
You will need to run some memory tests.. go to http://www.memtest.org/ download the memtest86+ free software and test your memory.
Bits ...

Author

Commented:
Thanks for this information. I will try this today and let you know.

Justin

Author

Commented:
I ran memtest over the lunch hour. It completed one pass successfully before I had to let the user back on her computer. I was planning on doing a check disk and running DFT also. What do you think?

Thanks,

Justin
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i think that is a good idea even
refer to this link if u want to have a detailed information about DFT
http://www.linglom.com/2007/05/15/understanding-disk-fault-tolerance/
BitsBytesandMoreNetwork Operations Manager
Top Expert 2009

Commented:
It doesn't seem like a HDD problem but it won't hurt to check. I've seen stranger things.
I was looking up for a list of hard drive tests you can get depending on the manufacturer of your hard drive (these are usually very good):

Fujitsu http://www.fcpa.fujitsu.com/download/hard-drives/#diagnostic 
IBM and Hitachi http://www.hgst.com/hdd/support/download.htm#DFT 
Maxtor/Quantum http://www.maxtor.com/en/support/products/index.htm 
Samsung http://www.samsungelectronics.com/hdd/support/utilities/utilities_index.html 
Seagate http://www.seagate.com/support/seatools/index.html 
Western Digital http://support.wdc.com/download/index.asp?cxml=n&swid=1 
 
Spinrite is not brand specific but it is also very good.... http://grc.com/spinrite.htm
Here is a more extensive list of the top 7 Free Hard Drive Testing Tools: http://pcsupport.about.com/od/toolsofthetrade/tp/tophddiag.htm   

Bits ...
BitsBytesandMoreNetwork Operations Manager
Top Expert 2009

Commented:
I forgot to mention.... just one pass on the memory might not cut it. You may consider leaving it to run overnight with at least 5-7 passes.
Bits ...

Author

Commented:
I ran a chkdsk and Seatools. Seatools reported no issues and chkdsk didn't help. I will run memtest over night tonight to see if it reports anything different. I'll report my findings in the morning. I appreciate all of the good information everybody is providing me. Thank you!

Justin
BitsBytesandMoreNetwork Operations Manager
Top Expert 2009

Commented:
Hello Justin,
You're going to hate this.... but I was looking for an answer for the problem and found this in a forum..... basically it says that hardware is rarely the culprit... take a look, one of these steps might actually help you solve the problem:
Steps to Resolve Ntdll.dll Unknown Hard Error and Related Errors
By Tim Fisher

"....The causes of ntdll.dll error messages can vary greatly. However, most ntdll.dll errors result from a corrupt or damaged version of the ntdll.dll file itself, corrupt hardware drivers, or issues between Windows and other programs.
Ntdll.dll errors can sometimes mean that a piece of hardware in your computer is malfunctioning, but this is rare. Resolution Restart your computer. The ntdll.dll error you're receiving could be due to a one-time, temporary issue and a simple reboot may resolve the problem completely.


Reinstall the program if the ntdll.dll error only displays when you use a specific program.

If the software program has any updates or service packs available, install them too. The software's programmers may have identified an issue with the program that caused the ntdll.dll error and then issued a patch for it.

Note: Third party software programs that have been installed on your computer are almost always the cause of ntdll.dll errors. The remainder of these troubleshooting steps resolve ntdll.dll issues only rarely.


Check the Windows service pack level you're running and then check Microsoft's support site to see if there is a more recent service pack available for installation. Some issues that caused ntdll.dll errors have been corrected in these service packs from Microsoft.


Selectively disable Internet Explorer add-ons. If your ntdll.dll error is displaying when you start, run, or close Internet Explorer, an add-on may be causing the problem. Disabling each add-on, one by one, will determine which add-on is the culprit (if any).

Note: As a workaround, assuming the ntdll.dll error really is Internet Explorer related, install and use a competing browser like Firefox.


Rename the NLSPATH system variable. If your Windows system does not have this environment variable, skip this step.

Note: This is a troubleshooting step for this issue only. Be sure to set this path back to its original name if this does not resolve the ntdll.dll issue.


Disable Data Execution Prevention for Explorer.exe. As in the previous step, this is for troubleshooting the ntdll.dll issue only. If this doesn't resolve the problem, return the Data Execution Prevention settings to their previous settings.


Update drivers for any hardware in your computer where updated drivers are available. Outdated drivers sometimes cause ntdll.dll errors.


Test your memory for damage. If you're receiving ntdll.dll messages, one possible cause could be a bad memory module in your system. Testing your memory will either identify a problem or clear your RAM of any responsibility.

Replace your memory if it fails any of your tests.


Ntdll.dll errors could occur if you have an Iomega Zip drive on the same IDE cable as the hard drive inside your computer. If so, move the Zip drive to a dedicated IDE controller.


Replace the IDE cable connecting the hard drive to the motherboard. If this cable is damaged or malfunctioning, one symptom could be the ntdll.dll error you're seeing.


Repair your installation of Windows. If individual software reinstallations fail to resolve the problem, a repair installation of Windows will replace the ntdll.dll file.


Perform a clean installation of Windows. A clean installation will completely remove Windows from your PC and install it again from scratch. I don't recommend this option unless you've exhausted all previous troubleshooting ideas and you're comfortable that the ntdll.dll error is not caused by a single program (Step #2).

Note: If a single program or plugin is causing the ntdll.dll error, reinstalling Windows and then reinstalling all of the same software may lead you right back to the same ntdll.dll error.


While extremely rare, if everything else has failed, including the clean installation from the last step, you could be dealing with a hardware issue with your hard drive.

If so, replace the hard drive and then perform a new installation of Windows.
Applies ToNtdll.dll error messages can apply to nearly any Windows based software program, driver, or plugin on any of Microsoft's operating systems from Windows NT to Windows XP
, ...."
Well, it seems you've got your work cut out for you this week... I hope it helps.
Bits ...
Network Operations Manager
Top Expert 2009
Commented:
Also ... before you go nuts with the above, this is what Adobe says about this error:
http://kb2.adobe.com/cps/402/kb402704.html
Bits ...
BitsBytesandMoreNetwork Operations Manager
Top Expert 2009

Commented:
Just to make sure you go through the monster task of troubleshooting everything above ... follow the Adobe advice first:  Reinstall your Default Printer... I didn't realize it but this same question has been asked before in EE:
http://www.experts-exchange.com/OS/Microsoft_Operating_Systems/Windows/Windows_Vista/Q_23071598.html
The solution was reinstalling the printer.
I hope this finally does help....
Bits...

Author

Commented:
Thanks for all of the information. I'll try these solutions and let you know.

Justin

Author

Commented:
I reinstalled the print drivers with no luck. The article said if that doesn't work then set another printer as default. This is the option we are going with. Thanks for the help everybody.

Justin

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