Adobe's latest update for CC: I did the update on both of my computers, Dell desktop and Dell laptop. My desktop is about 1 year old and the laptop is new with the latest i7 processor.

jeep_daddy Loc: Prescott AZ

I did the update on both of my computers, Dell desktop and Dell laptop. My desktop is about 1 year old and the laptop is new with the latest i7 processor. Everything works fine with my desktop. Both computers have 4GB of video ram. But my laptop will not display any pictures in PS or LR. It will display the thumbnails in LR but will not display a picture in the Develop mode.

I disabled the Graphic Processor in both apps and now it works ok but doesn't take advantage of the 4GB and the processor on the video card in my laptop. It worked in the previous version but not in this latest version. I'm very disappointed in Adobe on this update. Who do I talk to about this?

Longshadow Loc: Audubon, PA, United States

jeep_daddy wrote:

... Who do I talk to about this?

I would start with Adobe.

rjaywallace Loc: Wisconsin

You are likely to go round in circles, but I’m not sure you have a choice. UHH members cannot solve your problem remotely. So...contact Adobe. If they claim it’s Dell’s fault, take what they tell you and contact Dell. Rinse, repeat. Or you can try other processing alternatives. By the way, what you are describing is exactly the reason I haven’t fallen for all the subscription bollocks. “It’s so inexpensive, and you’ll be constantly using the latest version (provided that you can actually use it)”.

bsprague Loc: Lacey, WA, USA

jeep_daddy wrote:

..... I'm very disappointed in Adobe on this update. Who do I talk to about this?

On my machine, I can't find a noticeable difference with it turned off compared to on. A fix might be as simple as a graphics card driver update.

For contact, Adobe provides a user to user forum that is very active with Lightroom users. Post your question here: https://forums.adobe.com/community/lightroom/lightroom-classic-cc

Another similar independent forum is here: https://www.lightroomforums.net/

Adobe asks that bugs and other issues be posted here: https://feedback.photoshop.com/photoshop_family/categories/photoshop_family_photoshop_lightroom

For direct contact to Adobe Customer Support, there is an "chat" system. Look for "Contact Us" at the bottom of this page: https://helpx.adobe.com/support.html#/top_products

rgrenaderphoto Loc: Hollywood, CA

Close your existing catalog and create a new one, see if the problem persists. Try logging off your Adobe creative account and log on again. Have you updated your Dell video driver lately? Have you done the latest Microsoft updates.

The use of the GPU on many computers actually slows down operations. There are lots of YouTube videos that will reference this. The real determining factor is your total system RAM, not video RAM. Your indication that turning off GPU use corrected the problem means you are on the right track.

If you have to contact Adobe, register in their user forums and ask the question, you'll get an almost immediate and excellent response. Don't call the 800#, unless you're retired and want to sit on hold for a few hours.

And, with all due respect, calling the Adobe Creative Cloud "bollocks" is disingenuous.

Gene51 Loc: Yonkers, NY, now in LSD (LowerSlowerDelaware)

jeep_daddy wrote:

I did the update on both of my computers, Dell des... (show quote)

I would go with Bill's suggestion and update the video driver in the laptop.

jeep_daddy Loc: Prescott AZ

Thank you all for your input. I will check the links and work with the usergroups for Adobe and see what they say. Thanks again.

Math78 Loc: Scottsdale, AZ

jeep_daddy wrote:

. . . I disabled the Graphic Processor in both apps and now it works ok . . .

I had the same problem with a Dell laptop after I updated to PS2018 3 months ago, and I had to disable the GPU. Windows and all my drivers are at the latest versions, so I reached a dead end.

But by now I don't care. Losing the GPU didn't seem to make any difference. LR and PS run just as fast (or slow) as they always have.

dcampbell52 Loc: Clearwater Fl

jeep_daddy wrote:

I did the update on both of my computers, Dell des... (show quote)

My last version of Adobe was having issues with my Graphics Processor card too. I turned it's Adobe support off and it worked fine (but slower). A few days ago, I got a new Adobe update and one of the issues it says it resolves is Graphics card problems. I installed it and now everything (knock on wood) works fine again with the graphics card support turned on.

SusanFromVermont Loc: Southwest corner of Vermont

jeep_daddy wrote:

Thank you all for your input. I will check the links and work with the usergroups for Adobe and see what they say. Thanks again.

If you don't get good results after checking links, updating drivers, etc., I would go directly to Adobe Customer Service, and make sure you mention you need technical support to save time. User groups are not the technicians who can look around in your computer remotely [with your permission] and try to diagnose the problem. I've had some very good ones, who solved some fairly complex issues.

lamiaceae Loc: San Luis Obispo County, CA

jeep_daddy wrote:

I did the update on both of my computers, Dell des... (show quote)

Not being able to display an image in Photoshop CC seems really weird. Might an on (MOBO) board video module needing to be disabled in Ps, Lr, or physically via the PCs BIOS? Both PCs have the latest update (Fall 2017) to Windows 10? I'm still using Ps CS6 and it always works perfectly. At least it does now with Windows 10 Home and Dell XPS 9800 Tower. Had a few strange quirks under Windows Vista on my old now gone Laptop.

Yes, Drivers! Try contacting in order: Adobe, Dell, Microsoft. Also try your Video card manufacturer and MOBO manufacturer.

jeep_daddy Loc: Prescott AZ

SusanFromVermont wrote:

If you don't get good results after checking links, updating drivers, etc., I would go directly to Adobe Customer Service, and make sure you mention you need technical support to save time. User groups are not the technicians who can look around in your computer remotely [with your permission] and try to diagnose the problem. I've had some very good ones, who solved some fairly complex issues.

I'm not finding anything in the usesgroups that is like my problem with my dell laptop. So I'm hoping to talk to Adobe tomorrow. I hope I don't have to return my Dell laptop to Costco. I've had it about 3 months now and don't want to argue with the returns department. But I bought this laptop specifically for editing photos and video in LR, Photoshop and Premiere.

dcampbell52 wrote:

My last version of Adobe was having issues with my Graphics Processor card too. I turned it's Adobe support off and it worked fine (but slower). A few days ago, I got a new Adobe update and one of the issues it says it resolves is Graphics card problems. I installed it and now everything (knock on wood) works fine again with the graphics card support turned on.

I'm sure Adobe is off today as it is presidents day so I'll wait until tomorrow.

Math78 wrote:

I had the same problem with a Dell laptop after I updated to PS2018 3 months ago, and I had to disable the GPU. Windows and all my drivers are at the latest versions, so I reached a dead end.

But by now I don't care. Losing the GPU didn't seem to make any difference. LR and PS run just as fast (or slow) as they always have.

I just tried to see if there are any Dell updates or Windows updates that I've missed and I'm all up to date. Still does the same thing. But even with the GPU support turned off in both apps, I have some problems. For instance, in Lightroom I can't get a video to play. I used to be able to play any of my drone videos from the Library mode in LR by double clicking a thumbnail of the video and hitting the play button. It just sits there and does nothing.

dcampbell52 Loc: Clearwater Fl

jeep_daddy wrote:

I just tried to see if there are any Dell updates or Windows updates that I've missed and I'm all up to date. Still does the same thing. But even with the GPU support turned off in both apps, I have some problems. For instance, in Lightroom I can't get a video to play. I used to be able to play any of my drone videos from the Library mode in LR by double clicking a thumbnail of the video and hitting the play button. It just sits there and does nothing.

I doubt that they are off. My last customer service rep was in India.

jeep_daddy Loc: Prescott AZ

Just finished a session with Adobe chat. They took control of computer and updated my drivers. Now it works. I checked Device Manager and it said all was up to date. But I found out that is not the way to check. Now I've got the latest NVIDIA GeForce 940MX driver installed and 3D graphics associated with all the Adobe products. The acceleration is great now. Graphics works better than before. Glad they fixed it. I was tempted to return my computer to Costco because I bought this computer simply to edit video and photos. Yea! I'm happy again.