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Uday5C52
Participant
May 25, 2021 7:51 PM UTC
Question

Urgent: Frame crashes

Hi

I recently installed Frame 16. It allows me to open a book or a document, and then crashes.

I checked for license issues, and it seems fine.

I am on a Windows 10.

 

Thanks

Uday

 

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    6 replies

    Jeff_Coatsworth
    Community Expert
    Jeff_CoatsworthCommunity Expert
    Community Expert
    May 26, 2021 11:41 AM UTC

    @Uday5C52 no sense in posting the error log here - only the FM engineers can make sense of it - that's why they tell you to send them to fmerror@adobe.com.

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      Uday5C52Author
      Participant
      May 27, 2021 3:56 AM UTC

      Shared it with them as well Jeff.

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      Community Expert
      Winfried RengCommunity Expert
      Community Expert
      May 26, 2021 5:35 AM UTC

      Hi Uday,

       

      Which version do you have installed?

      The current version of FM 2020 is 16.0.817.

      Can you check for updates (Help | Updates)?

       

      Does this happen with any book and any regular file?

      Do you just open the file and wait, and then FrameMaker crashes?

      Can you create a new file with FrameMaker's default template? Does FrameMaker crash here as well?

      Can you do anything before FrameMaker crashes? E.g. a MIF wash?

       

      Best regards

       

      Winfried

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      Uday5C52Author
      Participant
      May 27, 2021 3:58 AM UTC

      FM2020. It is updated.

      It happens with every file.

      The file opens fine. The moment I click in the file, it becomes unresponsive and crashes.

      It is crashing with the default template too.

      I have concluded it must be the laptop. So am changing it.

       

       

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      Community Expert
      Winfried RengCommunity Expert
      Community Expert
      May 27, 2021 5:36 AM UTC

      Hi Uday,

       

      Yes. We cannot help here.

      Best is to send the log file and the dmp file from your AppData directory to Adobe, as Jeff already said.

      c:\Users\xxx\AppData\Roaming\Adobe\FrameMaker\16\

       

      A final test: You could close FrameMaker and rename the folder from 16 to e.g. 16_backup and the start FrameMaker again. FrameMaker will recreate this folder.

      Or do the same with the Linguistics folder:

      AppData\LocalLow\Adobe\Linguistics

      Sometimes this helps.

       

      Best regards

       

      Winfried

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      Uday5C52Author
      Participant
      May 25, 2021 8:04 PM UTC

      Here is the meta file with the crash report.

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