- Try to open an image file and PhotoShop crashes
- Try to save a new file and PhotoShop crashes
- Try to save an image opened in PhotoShop from Bridge and PhotoShop crashes
After verifying the the disk permission did not need to be repaired and that the hard drive itself was fine, I reinstalled (repaired) PhotoShop CS3 and updated it. Same symptoms. And updating produced this error message:
"Updating cannot be applied to a product. Adobe Version Cue Client 3.1 failed to install. Reinstall the product and try again."
Reinstalling PhotoShop AND Version Cue produced the same error message and PhotoShop crashes.
Adobe tech support
- The first call to Adobe's Saturday tech support was useless. I will forgo the details here.
- A search through Adobe's Knowledge base lead to a ten-page 8/10/07 Technote on "Troubleshoot system errors or freezes in Photoshop CS3 on Mac OS." After going through the beginning and some intermediate trouble-shooting steps, I stopped at #17 (Optimize hard disks) after reading Adobe's disclaimer about not supporting third party disk utilities. I haven't found a disk utility beyond Apple's Disk Utility that I trust.... I finished my need-it-tomorrow photo editing and printing using Apple iPhoto '08 and decided to worry about PhotoShop on Monday. (iPhoto's a decent program, especially in a pinch.)
- The second call to Adobe's tech support on Monday was also fruitless. I waited for 20 minutes in the "long cue" to talk to Christopher who suggest that there might be a software conflict. He recommended that I try turn on the computer in Safe Boot mode (hold the shift key while turning the computer on) to eliminate software conflicts. And if that didn't work, create a new admin account and try a safe boot again, opening PhotoShop in the new admin account. I asked for a case number to avoid the long wait should I need to call back.
- The third call to Adobe's tech support on Monday was a bit frustrating, but did solve the problem. The frustration: my case number disappeared into the ether, so I had the long wait again, after an Adobe customer service rep verified my Adobe username and PhotoShop registration; he also provided my Adobe Customer Number - a good thing to know when you call Adobe's tech support.
- I repeated everything to Joel who solved the problem and patiently answered all of my questions. He recognized this as a Version Cue issue and directed me to:
Hard Drive > Library > Applications Support > Adobe > Abobe Version Cue CS3 > Client
and had me move the 3.1.0 directory to my desktop.
- I rebooted out of safe mode (no Internet connection to run an update) and updated the entire suit using Adobe Updater5 in the computer's Utilities folder. (Updater 4 was still there but we ignored it; Joel did not want me to remove it.)
- While all the software was updated yet again, we talked about Version Cue long enough for me to realize that I did not need it. We also talked about plan C... or D? Uninstalling the suite. Using Adobe's powerful clean up script, which sounded a little scary... We discussed the best way to uninstall the software - from the disk, not the uninstall utility, though I'm not sure why.
- Thankfully, although there was an ambiguous error message, Version Cue seemed to update successfully.
- Joel mentioned there was a doc on Adobe's site that dealt with this very issue: KB402521. Unfortunately, my "search of Entire Site for KB402521 did not match any documents." So I thought it best to blog this solution so it can be found.