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Dreamweaver 21.1 Crashing on Startup on Windows

Explorer ,
May 05, 2021 May 05, 2021

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Dreamweaver 21.1 is crashing on startup on Windows 10. I've tried doing the Windows+Ctrl+Shif execution for Dreamweaver.exe to reset preferences as mentioned in Unusual behavior in Dreamweaver? Try restoring preferences. (adobe.com) but that crashes, too.

 

What else do I need to do?

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Community Expert ,
May 05, 2021 May 05, 2021

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Explorer ,
May 05, 2021 May 05, 2021

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I reinstalled using the Cleaner tool.Still crashes on startup.

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Community Expert ,
May 05, 2021 May 05, 2021

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quote

I've tried doing the Windows+Ctrl+Shift execution for Dreamweaver.exe to reset preferences... but that crashes, too.

=========

That sounds serious.

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Explorer ,
May 05, 2021 May 05, 2021

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Yes, I have all current Windows updates. This is not a new install or a new laptop. Dreamweaver was working earlier today. I shut it down normally. When I tried to start it again, it keeps crashing.

 

I did reinstall it using the Creative Cloud Cleaner Tool. It still is crashing.

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Community Expert ,
May 05, 2021 May 05, 2021

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Contact Tech Support. 

 

1. With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below.
https://account.adobe.com/plans
2. Scroll down to Contact Adobe or Adobe Help Center on the same page.
3. Online chat is available in English 24/7. See screenshot.

image.png
4. In the chat box, type AGENT followed by enter key and wait for a human.
5. Alternately, phone customer service M-F during normal business hours.
https://helpx.adobe.com/contact/phone.html

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Explorer ,
May 05, 2021 May 05, 2021

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I did contact support through chat. Of course the agent wanted to blame everything else except DW. DW is failing on a a laptop that has the same software and maintenance as on a desktop PC where it is running fine. DW was running fine in the morning and then failed in the afternoon without any software or hardware changes.

 

The agent did the following all with DW still crashing.

1. Start in Windows Safe Mode.

2. Build a new user Profile

3. Uninstall my anti-virus software

None of these worked.

Keep in mind I had already use the CC Cleaner tool to reinstall the software/

The agent then tried starting DW in Administrator mode. That worked. However the site cache is being rebuilt which takes overnight. I also had to reinstall my anti-virus program and reconfigure it and test which took several hours and was unnecessary.

They want to close the issue. But they can't say why it has to run in Administrator mode.

I used to work in tech support myself. I didn't allow my staff to tell customers to uninstall other programs without troubleshooting the problem to see if there was a valid reason to unstall something. Doing that is just fishing around without taking the time to investigate why the problem occurred. I even sent in log files. Right now I am not happy.

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Adobe Employee ,
May 05, 2021 May 05, 2021

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Hi @DennyP_AZ ,

 

Thanks for trying the above solutions. We apologize for the issue you are facing, please let us know if we can have a remote connect session(details sent via private message) to further debug the issue and try our best to resolve the issue for you. We will investigate the issue further accordingly.

 

Have a pleasant day!

 

Regards,

Nayan

Dreamweaver Team

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Explorer ,
May 06, 2021 May 06, 2021

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Please see my last reply. I have it working by running DW in Administrator mode. But no one can tell me why I have to do that. I have DW on another computer running the same Windows maintenance level not in Administration mode with no problem.

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Community Expert ,
May 10, 2021 May 10, 2021

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quote

I have DW on another computer running the same Windows maintenance level not in Administration mode with no problem.

========

Administrative level permissions are usually required for installing/uninstalling and executing software the first time you run it.  Without adequate permissions, installer files can't do what they need to do which often entails moving files on the HD and writing to upper registry files.  If you're able to do that on your laptop with another user account, it's probably because that user account has administrative level permissions.

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Explorer ,
May 10, 2021 May 10, 2021

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Nice information. But has nothing to do with my situation. I had DW installed for months and was running it with non-admin priviliges. Then it stopped working. Now I have to run it with admin priviliges.

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Community Expert ,
May 10, 2021 May 10, 2021

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Perhaps, you have a corrupted user account.  It happens sometimes on Win and Mac systems.

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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