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Question

Intermittent Crashing in InDesign 2024: Faulting Module dynamic-torqnative.dll with Azure SMB Share

Forum|Forum|1 year ago
September 17, 2024
4 replies
3474 views

We are an IT company and at one Tenant with Adobe CC 2024 we are seeing intermittend crashing of Indesign 2024 (latest version as of now, 19.5.0.84).

It happens when the user opens or saves a document from an Azure SMB File Share.

The Error in the Application Eventlog:

Faulting application name: InDesign.exe, version: 19.5.0.84, time stamp: 0x6685c284
Faulting module name: dynamic-torqnative.dll, version: 7.4.2.0, time stamp: 0x65fc0bfd

Exception code: 0xc0000005

I tried to install Adobe Indesign 2023, but 2023 crashes also.

Completely removing Adobe CC and reinstalling does not solve the issue.

The tenant is using Azure Virtual Desktop (shared pooled desktop). They have 2 Hosts, both have the same issue. Issue started about 2 weeks ago.

Can anyone help me in troubleshooting this issue?

W

wessexit

Participant

I don't suppose anyone had any luck with this in the end did they? We have an RDS farm of Windows Server 2022 servers with the latest version of FSLogix and the latest version of InDesign 2024 and we have the same crashing behavior (Faulting Module dynamic-torqnative.dll). Only affects InDesign - nothing else in the suite and no other applications on the farm/hosts.

The deployment architecture isn't much different to AVD and surely at some point Adobe are going to have to offer support for that?! I don't understand the reluctance considering how much deployment flexibility if offers customers.

I appreciate right now support and engineering won't offer any guarantees when it comes to supporting these environments but is it really too much to ask for it to be looked into? Anyone at Adobe reading this feeling like helping out?

Thanks in advance.

Abhishek Rao

Community Manager

Hi @wessexit,

Thanks for reaching out! I'm sorry to hear that you're running into this issue.

Could you please confirm if you're currently using InDesign version 19.5.3? It would also be helpful to know which client operating system you're working on.

When you mention that InDesign crashes, does it happen after a specific task or while using a particular tool or effect? Also, is this happening only with one file or with all files you're working on remotely? If you've tried moving the files locally to your system drive, does the issue still occur, or is it only when accessing and working on them remotely?

I also checked but wasn't able to find any crash reports submitted under your community email address. Please do submit the crash report via the Adobe crash report dialog box the next time it happens, and feel free to send me the email address you used via DM on the community, so I can check the logs. Reference: https://adobe.ly/3Gvtwvw

Looking forward to your update.

Abhishek

W

wessexit

Participant

Hi,

InDesign is 19.5.3. OS is Microsoft Windows Server 2022 Standard 10.0.20348.

It crashes on save, maybe 25% of the time.

I'll get back to you on the Crash Reports. It's crashing back to the desktop currently so no crash reports available. We'll check and set the reg key as per this article and let you know if we get any crash reports:

https://helpx.adobe.com/indesign/kb/submit-crash-reports.html#set-preference

Thanks,

Richard

C

Charlie228669490brs

Participant

@richardr64907563 did you ever get a resolution for this? We have a client experiencing exactly the same issue running in AVD. The only difference being the fact that they are running on low-latency NetAPP Azure storage rather than native Azure files.

Abhishek Rao

Community Manager

Hello @Charlie228669490brs,

Thank you for reaching out! To help investigate the intermittent crashing issue you're experiencing, could you kindly provide the version of InDesign you're using, as well as more details about your setup?

It would be helpful if you could explain the architecture and placement of the machine on which InDesign is running. Specifically, we would like to know if you're using a virtual machine (VM) or a physical desktop and how your network and storage are configured. Please let us know if you're using an Azure Virtual Desktop or another virtualized environment.

Additionally, I'd like to note that we do not officially recommend running InDesign on virtual machines as this can sometimes lead to unpredictable behavior due to various system limitations or configurations.

Looking forward to your response, and we'll work together to find a solution!

Thank you,
Abhishek Rao

L

Luis22980903r3mp

Participant

Hi @Abhishek Rao ,

Thanks for getting back to my colleague @Charlie228669490brs

Please see below the answers to your questions:

InDesign 2024 v19.1 & V19.4
InDesign is running on a Microsoft Azure Virtual Desktop (multi-session) environment
- Windows 10 22H2 Enterprise
- FSLogix profiles on Azure Premium performance
Users access data on low-latency NetAPP Azure

Mike Witherell

Community Expert

According to this article link:

https://learn.microsoft.com/en-us/answers/questions/1426679/do-azure-file-shares-allow-client-side-caching-in

Azure does not support Offline Files Client Side Caching, or, iow, Make Available Offline. Based on what I have read, that would seem to be a necessary ingredient. The article offers workarounds.

Mike Witherell

Robert at ID-Tasker

Legend

Long shot but maybe will get you in the right direction:

https://community.adobe.com/t5/indesign-discussions/indesign-for-windows-opening-files-as-read-only-when-oplocks-disabled-on-network-share/m-p/14847950

Or your network is too slow - network latency / lag is too big?

Abhishek Rao

Community Manager

Hi @richardr64907563,

Thanks for reaching out, and I'm sorry you're dealing with this frustrating issue. Could you please confirm the details of the OS you're using? I would recommend checking the SMB client events in the Event Viewer logs to see if there's anything unusual there. Additionally, can you try storing a file locally on the machine to see if the crashing still occurs, or if it's only happening with files from the Azure SMB File Share?

Is this issue occurring with a particular remotely stored file, or does it affect all files saved on the network? Please also take a moment to review the suggestion shared by the expert in the thread regarding network latency and share your findings.

We look forward to your update, and we're here to assist further!

Thank you,
Abhishek Rao

D

defaultxtjetgg23th6

Participant

Hi Abhishek (and the other 2 Community Experts with their helpful posts), I appreciate your help.

We are using Windows 10 22H2 Enterprise for Virtual Desktops as the OS.
Indesign crashes on all files. I cannot reproduce the issue as sometimes the same file will open and/or save without issues.
The Azure File Share is configured as a StorageV2 (general purpose v2) with standard Performance tier.
I just tested some Indesign files with the customer where the files where moved to an Azure Fileshare with Premium Performance (1.7TB provisioned capacity), and Indesign crashes there also.

I've checked the latency and the average latency is in the screenshot below (last 4 hours). Looks good te me, but maybe someone can chime in if this latency is okay to work with Indesign?

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