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Uday5C52
Participant
May 25, 2021
Question

Urgent: Frame crashes

  • May 25, 2021
  • 3 replies
  • 398 views

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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    3 replies

    Jeff_Coatsworth
    Community Expert
    Jeff_CoatsworthCommunity Expert
    Community Expert
    May 26, 2021

    @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.

      U
      Uday5C52Author
      Participant
      May 27, 2021

      Shared it with them as well Jeff.

      W
      Community Expert
      Winfried RengCommunity Expert
      Community Expert
      May 26, 2021

      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

      U
      Uday5C52Author
      Participant
      May 27, 2021

      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.

       

       

      W
      Community Expert
      Winfried RengCommunity Expert
      Community Expert
      May 27, 2021

      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

      U
      Uday5C52Author
      Participant
      May 25, 2021

      Here is the meta file with the crash report.

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