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Participant
July 29, 2020
Question

Unable to launch Framemaker 2019 15.0.5.838 after installation

  • July 29, 2020
  • 2 replies
  • 447 views

Hello Adobe Support Team,

I have just installed Framemaker 15.0.5, but it does not launch at all. I have read a lot of the threads on this Forum and tried the suggested remediation without success. 

I am using Windows 64 bit version 1709 build 16299.1932. 

Below is the summary of the error that I get from Windows Event Viewer

Fault bucket , type 0
Event Name: BEX64
Response: Not available
Cab Id: 0

Problem signature:
P1: FrameMaker.exe
P2: 15.0.5.838
P3: 5e2aaa47
P4: MSVCR120.dll
P5: 12.0.40660.0
P6: 577e0cc7
P7: 0000000000074890
P8: c0000409
P9: 0000000000000007
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER27D7.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2A2B.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2A3B.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2A5B.tmp.txt
\\?\C:\Users\user\AppData\Local\Temp\WER2A5B.tmp.appcompat.txt
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_FrameMaker.exe_f53fa87621510a65cbdaa914e0b4abb826a9cf_32f66132_cab_2f042b33\memory.hdmp

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_FrameMaker.exe_f53fa87621510a65cbdaa914e0b4abb826a9cf_32f66132_cab_2f042b33

Analysis symbol:
Rechecking for solution: 0
Report Id: 0fce888a-05c3-4c78-9dc0-b5cba64169c0
Report Status: 16777220

 

Thanks for your reply.

    This topic has been closed for replies.

    2 replies

    Matt-Tech Comm Tools
    Community Expert
    Community Expert
    August 1, 2020

    Have you renamed your preferences folder? See https://techcomm.tools/fm-prefs

    -Matt Sullivan, FrameMaker Course Creator, Author, Trainer, Consultant
    BambaEAuthor
    Participant
    August 3, 2020

    Thanks Matt for your reply,

    I have tried all the possible solutions including renaming the folder above and even reinstalling. The trouble remains that Framemaker does not start at all since the installation up till now. I am still struggling to get it to start in the first place.

    LinSims
    Community Expert
    Community Expert
    July 30, 2020

    Unfortunately, this is NOT the Adobe support team, but a user-to-user site. You can contact the Technical Communications Suite support team at either of the following email addresses:

    tcssup@adobe.com

    techcomm@adobe.com

     

    Personally, I'd try uninstalling FrameMaker and reinstalling it from scratch, first. Also, that is not the most recent version of FM2019, which is 15.0.6.956.

    BambaEAuthor
    Participant
    July 30, 2020

    Thanks @linsims for your reply. I will contact Adobe support and sorry for the confusion.

    I have uninstalled and reinstalled several times now and still Framemaker does not open at all. I even tried installing FrameMaker 2019 Update 6 64 bit (2019.0.6)  from the website to no avail.