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March 28, 2018
Question

InDesign CC 2017 crashing frequently

  • March 28, 2018
  • 2 replies
  • 312 views

I am a Adobe CC 2017 mac support admin for about 200 users in our enterprise, and several of them are reporting a higher number of intermittent InDesign application crashes since we replaced CC 2015 with CC 2017 several weeks ago. They typically report that it occurs the first time an existing file is opened, after which restarting InDesign, the crash does not occur again for at least some period of time. I believe it is possibly user specific, as not everyone is reporting the issue. I have been in touch with one user who is experiencing multiple crashes per day (5-20). Her configuration is as follows:

Mac OS X 10.11.6

Build Version 15G19009

Kernel Version:  Darwin 15.6.0

2.9 Ghz Intel i5

24 GB  1600 Mhs DDR3

NVIDIA GeForce GTX 660M 512 MB

We are running Adobe CC 2017 for Teams, but the application that is crashing is Adobe InDesign CC 2017.1, 12.1.0.56 Build

We have Extensis Universal Type Client 6.1.5 540368 installed.

Here is what I have done to date in an effort to resolve the issue.

1. I have removed all user specific InDesign preferences, settings, and cache files (including font cache lists) per the instructions on the following support links:

https://helpx.adobe.com/x-productkb/global/troubleshoot-unexpected-behavior-user-account.htm

...primarily steps 2 and 4.

https://helpx.adobe.com/indesign/kb/indesign-or-incopy-freezes-or-1.html

2. I have disabled font auto-activation in Extensis Universal Type Client

3. I have completely disabled the Extensis Universal Type Client plug-in to InDesign.

In each case, I restarted the machine after making these changes, and the user continued to report frequent crashes from InDesign (again, 5-20 times per day.) I have several examples of the crash report from InDesign, but I have posted the most current one here:

CodePad - Quickly Conduct Coding Interviews and Phone Screen Interviews. (We do not have access to any of the popular pastebin style sites per corporate policy. I can send examples via email, etc., if necessary.)

Please let me know what I can do to resolve this crashing issue.

Thank you!

David

    This topic has been closed for replies.

    2 replies

    Jeffrey_A_Wright
    Legend
    May 4, 2018

    Moving this discussion to the InDesign forum.

    kglad
    Community Expert
    Community Expert
    March 28, 2018