Crashing Dreamweaver - Annoying the hell out of me...

[aytonwest]

Dreamweaver CC21

Mac OS Big Sur 11.6.2,

2 TB Solid State SATA drive

iMac (Retina 5K, 27" Late 2015)

3.3 GHz Quad core, 24 GB 1867 MHz DDR3, AMD Radeon M395 2 GB

This is a problem that I have had for a fair few months and it first appearded on the previous version of DW as well.

The app crashes when I close a html page I have been working on. It is very common if I have 4 or 5 pages open at the same time, but this is not exclusive.

I have deleated the app an dreinstalled from Creative Cloud. I have Shift+Command+Option and cleared preferences on start up and I have also removed the entire mac preference folder content as well.

What else can I try. I think its Adobe not me! Anyone else suffer this?

Thanks.

[Nayan_Kankariya]

Hi @aytonwest,

Thanks for writing to us, we apologize for the inconvinience caused. Please confirm if you are on latest Dw 21.2 version. Also, can you please provide below info for further investigating the issue.

1. Please confirm if the crash is consistently seen on your Mac machine.
2. Is the crash observed while clicking on 'x' button of the file from Document toolbar. If yes, can you please try closing the file via keyboard shortcut(Cmd+W) or via File menu -> Close and confirm if the crash is observed.

3. Please confirm if you had submitted the crash to us which can be done via the Adobe Crash reporter dialog which gets invoked after Dw crashes. Once we have the crash log, we can further investigate the issue at our end.

Also it would be great if we can have a remote connect session (details sent via private message) to further debug the issue and try fixing the issue on your Mac machine.

Have a pleasant day!

Regards,
Nayan
Dreamweaver Team

[aytonwest]

Hi Nayan.

I would be more than happy to have a remote connect session. Just send over the details.

1. I have only had this on my Mac as its the only machine I use.

2. It happens when I cmd+w to close. I rarely use any other method so I cannot recal if this happens if I click the X or File - Close.

3. I always submit the crash report, yes. Not always ad my own message though.

Thanks

Joe

[Nayan_Kankariya]

Hi Joe,

Thanks for reverting on this with the confirmation on submitting the crash report. We could not fetch the crash details with your email address, can you please re-submit the crash and confirm once submitted. We have written to you in a private email for the remote connect session. We shall debug the issue in the session, and try fixing the issue or collect the requried info and accordingly take this forward.

Have a pleasant day!

Regards,

Nayan

Dreamweaver Team

[aytonwest]

How do I resubmit the crash report?

[Nayan_Kankariya]

Hi Joe,

Please re-submit the crash report if the crash is observed again on your machine. Please fill in the email address while submitting the crash via Adobe Crash Reporter dialog.

Thanks,

Nayan

Dreamweaver Team

[aytonwest]

Thanks for all your help today. Really impressed with the service. J

[Ben M]

As a fellow Mac user, a few additional things I would recommend. First, if you un-installed/re-installed did you use the CC Cleaner tool to remove all remnants of the app ( https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html )?  Also being that your computer has been through many upgrades, can you try replicating the issue in a secondary user account?  If you are unable to re-create the issue in a new user account you may need to consider migration of the user account as there could be corruption of the user account on the OS level. This happened to me many versions back and since that change I haven't had any issues.

[aytonwest]

Hi. I will try this. Thank you. 

I was with Adobe for about 21/2 hours this morning as they monitered my work and witnessed the cashes. Still looking into it but that was proper service!

[aytonwest]

So tried the cleaning tool. Made no difference. Will try the new account. Ill let you know. Thank you