When PDFing keep getting "Acrobat distiller has stopped working"

[-Tami]

Since last Friday I've been unable to save my FrameMaker book file as a PDF. This book is made of 20 files. I've saved it as a PDF many times over the past several years with no problems. A week earlier, I created PDFs of 10 other books the same size, and a PDF of another book that's over twice as large. But now I keep getting, "Acrobat distiller has stopped working". I can save as a PDF if I include only a few files from the book, and I can save individual files as PDFs, but only the smaller files. I've installed updates for FM and Acrobat and tried different PDF Job Options. I tried printing to Postscript, and opening the .ps file in Distiller, and got the same result. My hard drive has over 75% space remaining.

System details:

• Windows 10 Enterprise
• Acrobat DC, Version 2019.010.20091
• FrameMaker 2017, Version 14.0.4.511

Any ideas?

[-Tami]

Today the problem is worse. I cannot make PDFs of small files. I have FM and Acrobat installed on my laptop, and tried it there with the same result, Acrobat Distiller stops working. I tried copying the files to the laptop and rebooting off of our network, and got the same result.

I have the latest SW updates for FM, Acrobat, and my company's latest updates for Windows. I've restarted my computers several times. I don't have a work-around, and my project is late. I'd really appreciate any ideas to get me going again.

[Meenakshi Negi]

Hi Tami,

Thank you for reporting the issue.

Would it be possible to share any samples files with us?

Please use the steps provided here How to share a file using Adobe Document Cloud

Also, share the exact workflow you do when the application crashes.

Regards,

Meenakshi

[-Tami]

Ok, I shared files here: Shared Files - Acrobat.com

The FrameMaker file "coax.fm" is in for_adobe > translation > italian > text. The file has links to a translated figure in the "figures" folder in the "italian" folder, and also to non-translated figures in the "figures" folder at the top level. This is the standard folder structure for our translated manuals. I opened the FM file from that folder and tried to make a PDF, but Distiller stopped working:

1. Open FM file in the "text" folder (there will be unresolved cross-references since this is part of a book).
2. Select File > Save As...
3. Select Save as Type: PDF, then click Save.
4. Use whatever PDF Job Options shows. (I've tried various ones, all with the same result.)
5. Select View Generated PDF in Acrobat.
6. Select RGB.
7. On the Bookmarks tab, select Generate PDF Bookmarks.
8. Click Set.

Distiller tries three times to make a PDF, but stops working each time.

Thanks for looking into this!

[gkaiseril]

Distiller creates a log file. You may have to set FrameMaker to create or save the log file. You can then look at distiller's log file to see if there are any errors.

[-Tami]

I usually do get log files; however, Distiller stops working before they're created.

I do end up with a left-over .tps file though.

[-Tami]

I think I've isolated the problem to several graphics (.eps files). My book PDFs ok when I delete them from the FrameMaker files. I've tried copying one of the problem graphics to a new file in illustrator, which didn't help, but I'll try some other things.

I've used these graphics in dozens of manuals for years without trouble, until last week. I don't understand why they would start causing trouble now.

Final note: I ended up exporting the .eps files to .emf, and can now PDF the book.

[adobet50109180]

Hello, I have the same problem. I use Acrobat DC latest version. It's been a few days that when I try to create some PDF files from Distiler, it simply stops working even before generating log. But I noticed in some tests that the same file works well in the previous XI version. We need a solution to this error in this release.

[-Tami]

When the Distiller window comes up, can you look at the page numbers as they show up and see where it stops working? Unfortunately, if it's a small document, you might not be able to get to the window fast enough before the crash message shows up.

In the example below, Distiller stopped working on Page 10. On that page was an Illustrator EPS figure that for some reason started causing the latest version of Distiller to crash. (I don't know why the message about the Stack came up.)

In Illustrator, I exported the figure as an EMF file, replaced the EPS version in the FrameMaker file, then Distiller got past that page...and crashed at another page. Repeated the EPS > EMF procedure for five more offending figures, then was able to PDF the file.

I never had this problem before, but a coworker has, many times. He said the problem is usually a graphic or sometimes a custom font.

I hope this helps!

[Winfried Reng]

Hi Tami,

Some others (including me) have the same problem.

See here:

https://forums.adobe.com/message/10948983

https://forums.adobe.com/thread/2596523

I find this rather mysterious.

I also have problems with some EPS files for about a week now. (Before everything worked correctly.)

However, when I put only one of them into a brandnew file, then I can create the PDF.

When there are two, then the PDF creation fails.

My Windows update says that there was an Acrobat update, when this issue started.

My impression is that this update is the cause.

I use FrameMaker 2019 which can create PDFs also without Distiller.

Best regards

Winfried

[-Tami]

Winfried,

Thanks for the added information. Yes, it is mysterious! I'm just grateful that only six of the 317 graphics in my book were problematic...this time.

[former Cory R. Carpenter]

To add to this discussion:  We have seen this as well when distilling docs containing EPS graphics from FM10 and FM2017 using Save as PDF.  It may relate to EPS files with specific characteristics, as the example document I used for troubleshooting caused Distiller to crash three times in the course of processing although it contained many more than three EPS graphics.

The temporary workaround we used was to replace C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\acrodistdll.dll dated, as I recall, 1/31/2019 with an earlier version (dated 6/29/2018).  Hopefully the next Distiller DC update will contain a fix for this problem.

(I'm also posting this to the other two similar threads of which I'm aware in case folks aren't following all of them.)

[-Tami]

That's a good tip, thanks Cory!

[Meenakshi Negi · Accepted solution]

Hi All,

We have sent you an email with the fix patch for this issue.

Please check your inbox and install the patch provided in that email.

Let us know if you experience any issue.

Regards,

Meenakshi

[-Tami]

The patch seems to have worked. I put the original EPS files back into my FM doc, and now it PDFs without a Distiller crash. Thanks Meenakshi and all!

So the patch is the correct answer, but I don't see where to click "Correct" to mark it as such.

[Meenakshi Negi]

That's great! Glad to know it resolved the issue.

Thank you for the confirmation.

Regards,

Meenakshi

[jeremyb14471865]

Hi meenakshin83966505 ,

Is this "fix patch" available for everyone? If so can you post link to download?

I have this same issue with over 10 users. It's very distasteful when you pay a pretty penny to upgrade to the latest and greatest to have an update crash. Appreciate the assistance.

Thank you

[Meenakshi Negi]

Hi Jeremyb and Non-leet-user,

Please check your inbox. I have sent you the email with the fix patch.

Update the application with the patch provided in that email.

Let us know if you experience any issue.

Regards,

Meenakshi

[Guest]

Hi meenakshin83966505

Thank you very much this fixed the issue. I have implemented patch on 2 user so far and its solid.

Thank you

[udok72262239]

Hi meenakshin83966505,

I also have the issue with the eps files on my Framemaker Server. Could you provide me the patch too?

That would be very helpful.

Thank you.

Regards,

Udo

[Meenakshi Negi]

Hi Udo,

I have sent you an email with the fix patch.

Please check your inbox and update the application.

Let us know how it goes.

Regards,

Meenakshi

[jeanief79303961]

Hello Meenaksi,

I am on a mac with the same issues, my whole team is experiencing the same issues. is there a workaround fix for macOS Mojave Version 10.14.3

Thank you!

[jeanief79303961]

Here is the .log

[udok72262239]

Hi Meenakshi,

Thank you very much! The patch worked.

Great support.

Udo

[Meenakshi Negi]

Thank you for the confirmation Udo!

Glad to know the issue got resolved.

Let us know if you need any help.

Regards,

Meenakshi