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Beginner
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photoshop 2018

I have Dell XPS 13 9360 with Intel HD Graphics 620 (i7-7500U CPU@2.70GHz). From December 2016 my computer was running great and I have used Photoshop without any problems. In the last couple of months I cannot run Photoshop 2018 (not even older versions). Indicates a graphic card error. When I disable the graphic card, Photoshop runs fine.

I have tried various graphics drivers - but all the same. I have now the latest Dell version: 23.20.16.4973

All hardware scans indicate that the card is in good shape. Dell support spent hours on my computer and couldn't find anything (not impressed with their skills).

I appreciate any suggestion.

iPodle

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Super User
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Run this tool and attach the results:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Download Intel® System Support Utility for Windows*

Doc

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Beginner
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Here is the report from Intel's SSU

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Super User
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Thanks. One of the intel support staff will be able to assist you.

Doc

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Community Manager
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Hello iPodle

 

 

Thank you for your response.

 

 

Could you let us know what changes were made at the time that you started having issues with Photoshop? Was there any software or hardware change?

 

 

Are you having any error report at the time you try to open Photoshop? If you do could you share a picture of the error?

 

 

Regards,

 

Leonardo C.

 

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Beginner
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No major changes. I keep all drivers updated. With Photoshop 2018 I have first time observed this issue.

I enclose the screenshot and the crush report. Also a log captured by Photoshop support people.

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Community Manager
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Hello iPodle

 

 

Thank you for your response.

 

 

Looking into your report I notice that you are using the graphics version .4973, for testing proposes you can try the generic graphics drivers .6025 for your Intel HD graphics 620 controllers.

 

 

Please follow these steps in order to update the graphics driver:
  1. Download the graphics driver ZIP file: https://downloadmirror.intel.com/27680/a08/win64_24.20.100.6025.zip https://downloadmirror.intel.com/27680/a08/win64_24.20.100.6025.zip
  2. Unzip the file to a designated location or folder.
  3. Right-click Windows Start icon and open Device Manager.
  4. Click "Yes" when prompted for permission from User Account Control.
  5. Expand the Display adapters section.
  6. Right-click the Intel® graphics entry and select Update Driver Software.
  7. Click "Browse my computer for driver software".
  8. Click "Let me pick from a list of device drivers on my computer".
  9. Click "Have Disk".
  10. Click "Browse".
  11. Access the designated location or folder, and access a folder called "Graphics".
  12. Select the file called "igdlh64" or "igdlh".
  13. Click Open, then click OK, and finally click "Next". Drivers are now being installed.
  14. Reboot your computer.
  15. And let me know if you have any issues with the installation.

 

Regards,

 

Leonardo C.

 

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Beginner
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Hi Leonardo,

It worked! I did follow up your instructions and installed .6025 driver. Now all is working well.

If you can please let me know how to keep my drivers updated in future. It seems I can not rely on Dell support.

Thanks again.

iPodle

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Community Manager
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Hello iPodle

 

 

Thank you for your response.

 

 

I am glad to know that the update work for you in case of your inquiry you can try the Intel® DSA tool. Allow me to share with you that those drivers are the generic drivers for his graphics controller they may work correctly on your system, in case of your laptop is recommended to try to use the drivers from the manufacturer.

 

 

Intel® driver can support assistance can be found on the following link with the option automatically update your drivers, click on get started.

 

 

https://downloadcenter.intel.com/ https://downloadcenter.intel.com/

 

 

Hope these help.

 

 

Regards,

 

Leonardo C.

 

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Community Manager
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Hello iPodle

 

 

I was checking your case and would like to know if you need further help. If so, please do not hesitate in replying back.

 

 

Regards,

 

Leonardo C.

 

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Community Manager
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Hello,

I am having the same problem with Photoshop CC 2018 on an ASUS running intel Core i5 8th Gen with UHD 620 graphics w/ driver version 24.20.100.6025 (the latest version). Photoshop crashes every time I try to run it, and NOTHING has changed on my machine. Photoshop worked yesterday, stopped working today. I got an error in Photoshop one time that said "Photoshop has encountered a problem with the display driver..."

The Photoshop error report is attached. Please help!

Ryan

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Community Manager
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Hello Argoneon

 

 

Thank you for joining the thread.

 

 

I recommend creating a new thread since you are having a different system configuration, please make sure you add the information of the system model and specs, version of the software that is presenting the problem and detail information of the problem that you are having, plus all the information that you have added to this thread, so we can get more information about the problem.

 

 

Please attach to this thread the TXT file the Intel® System Support Utility will generate: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

 

Steps to save the report:
  1. Run the utility.
  2. Click on "Scan" to get the scanned system.
  3. Once the scan is complete click on "next".
  4. Use the "save" option, save the report to your desktop.
  5. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.

 

Thank you; hope to hear from you soon.

 

 

Regards,

 

 

Leonardo C.

 

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Community Manager
214 Views

Thanks Leonardo. I have started a new thread:

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