Error 15064

[Andrea23851007]

Hello,

I'm using Framemaker 2019 (64 bit) version 15.0.6.956.

I'm able to open a .fm file, but If i try to open a .book file I fail with the error in subject.

I didn't do anything in particular. And before the issue occurs, I was able to open also the .book files.

Other colleagues, with the same Framemaker version, are able to open a .book file.

We are are working on a shared file, so they are able to open the same .book file.

I have tried to move the shared .book file locally, but the fail is still there.

That's all. If you need further details, fell free to ask.

Thansk & Regards

Andrea

[Andrea23851007]

Hi all,

I have retrived the following file "FrameLog_22.04.01_11.29.39_meta.txt":

___________________________

=== Header Begin ===
Internal Error: 15064
FrameMaker 15.0.6 for Intel
Build: 15.0.6.956
Window System: MSWindows
Operating System: Windows NT 6.2 (major.minor.build: 6.2.9200 )
Generated on: Friday, April 1, 2022 11:29:39 AM
To file: C:\Users\andrea *****\AppData\Roaming\Adobe\FrameMaker\15\FrameLog_22.04.01_11.29.39_meta.txt
Locale: English
Current Mode: Structured FrameMaker
Current View: WYSIWYG View
=== Header End ===

=== Open Window List Begin ===
# not implemented
=== Open Window List End ===

=== Recent Commands Begin ===
=== Recent Commands End ===

=== Recent API Calls Begin ===
# not implemented
=== Recent API Calls End ===

=== Last few fcodes Begin ===
0xC13,0xC13,0x305
=== Last few fcodes End ===

___________________________________________________________

Hope it can helps.

Thanks & Regards

Andrea

[Winfried Reng]

Is this file in your Roaming folder?

C:\users\<yourusername\AppData\Roaming\Adobe\FrameMaker\15\

You can send this file and any dmp file to the FrameMaker engineers: fmerror@adobe.com

They can make sense of this code.

[Andrea23851007]

Yes, right! I will send it to the suggested mail!

[Andrea23851007]

Hi Winfried,

are you part of Adobe support team?

I need some additional information about the .dmp file: is there any sensitive information? How can I be sure that I'm not sharing with adobe any sensitive information?

Thanks & Regards

Andrea

[Winfried Reng]

Hi Andrea,

No. I am not part of the Adobe support or engineering team.

Admittedly I do not know, what exactly is in such a dmp file. As far as I know your last actions, but I do not know about the content of any files.

@pulkitn , can you answer Andrea's question?

Best regards

Winfried

[pulkitn]

Hi Winfried/Andrea

As said kindly mail to support at fmerror@adobe.com or tcssup@adobe.com

Someone from support staff will get in touch with you , If needed it will be  escalated to engineering .

Do send crash logs over email .

-Pulkit 

-FM & FMPS Engg.

[Winfried Reng]

Yes. But Andrea wants to know what is stored in the dmp file.

Is content of her files stored in the dmp files?

Or only a log of her last actions?

[Andrea23851007]

Hi Pulkit and Winfried,

what Winfried wrote is correct. I wanto to be sure that the .dmp file doesn't contain any sensitive information on my work.

Thanks & Regards

Andrea

[pulkitn]

.dmp file doesn't containt any personal files , It just contains the call stack of the product to help engineer debug the issue .

[Andrea23851007]

Hi Pulkit,

I have sent the .dmp file to the mail of Adobe support, as suggested by you.

Thanks & Regards

Andrea

[Winfried Reng]

Hi Andrea,

Thank you very much for the detailed description.

Does this mean that you cannot open any book file?

Or only a specific one? Then I would recreate this book file, even when your colleagues do not have any issues.

You could also ask your colleagues to do a MIF wash: Save the book file as MIF, open it and save it as book file again.

Does FrameMaker crash, when you try to open this book file? Or does it only refuse to open the file?

There is also an update for FrameMaker 2019.

The latest one is update 8:

https://helpx.adobe.com/framemaker/kb/resolved-issues-framemaker-2019.html

I would install this.

Best regards

Winfried

[Andrea23851007]

Hello Winfried,

I have tried with other .book files, with the same result. So, it seems related to all .book files.

I will try the MIF wash.

Well, the first 2 or 3 tentative Framemaker doesn't do anything. Then it craches with this error.

Thanks for the link of the latest Framemaker.

Best Regards

Andrea

[Andrea23851007]

Hello Winfried,

the MIF wash doesn't solve the issue.

The link https://helpx.adobe.com/framemaker/kb/resolved-issues-framemaker-2019.html is not reachable.

Thanks & Regards

Andrea

[Winfried Reng]

In your other post you had sent a screenshot of this page:

https://helpx.adobe.com/framemaker/kb/framemaker-downloads.html

There select "2019 release". Then you will get the updates for your version.

[Winfried Reng]

When FrameMaker crashes as soon as you try to open _any_ book file, then this is something general.

Something had to happen.

Did you do anything on your PC before this issue started?

Did you install anything?

Any updates on your system?

Can you switch off your antivirus application and then try to open a book file?

Does this happen also, when you try to create a new book?

[Winfried Reng]

Hi Andrea,

Please do not switch to other threads for the same issue.

At the top of the list of updates you can switch from 2020 to 2019.

Then there are all updates, also update 8.

Best regards

Winfried

[Matt-Tech Comm Tools]

 For the book file, the fastest solution is to create a new book file.

For the .fm file(s), try creating a new blank document and use File > Import > File to Import by Reference into the blank document.

-Matt

[Andrea23851007]

Hello Matt,

thanks for feedback. I got the same error also If I try to create a new book file.

I have installed the new version 15.0.8 and now the Error number become 15084 insted of 15064.

Thanks & Regards

Andrea

[Bob_Niland]

re: I have installed the new version 15.0.8 and now the Error number become 15084 insted of 15064.

Yep. These internal {unexpected} error codes tell no one very much about the actual problem.
The first four (formerly 3) digits are the major.minor FM release level.
The trailing digit is the platform. "4" is Windows. Unix (Solaris, anyway) was "3", and I've misplaced my reference for what MacOS was.

[Andrea23851007 · Accepted solution]

Hello all,

problem solved (thanks to Adobe support!). 

See here below the details of the solution:

Please open FrameMaker as administrator by right clicking on FM, click “Run as admin” and check whether the books open fine then or not. In case it still doesn’t work, please follow below steps and check:

• Close FM
• Go to C:\Users\”username”\AppData\Roaming\Adobe\FrameMaker and rename “15” to “15.old”
• Go to C:\Users\”username”\AppData\Local\Temp and delete its content
• Launch FM and check

Thanks to all for the feedback

Regards

Andrea