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V
Vectril
Participant
September 20, 2018
Question

FM 2019 fails to launch after seemingly successful installation.

  • September 20, 2018
  • 3 replies
  • 4056 views

After what seems like a successful install of Framemaker 2019, when I try to launch the program only the splash screen appears. It gets as far as FMPopUpMenus then the splash screen disappears without opening the application. I Installed the 64-bit program on a Windows 10 64-bit laptop. Here are the specifics about my system:

Processor: AMD A8-4500M

RAM: 8GB

System type: 64-bit operating system, x64-based processor

Windows 10 Home

Version 1803

Build 17134.286

Any ideas on what to try to get FM 2019 to launch?

This topic has been closed for replies.

3 replies

jonb40378792
jonb40378792
Participating Frequently
October 9, 2018

Well it looks like either the latest Windows 10 updates (build 17134) or using a different Adobe ID has fixed the problem for me. I downloaded the trial version again, uninstalled FM2019, installed FM2019, and chose Launch at the end of the install.  The FM2019 launch splash screen disappeared after a short time, but then a dialog about licensing was displayed, which after I responded, displayed words to the effect, "this product is licensed". FM2019 then launched successfully!  The Adobe ID I used has valid a subscription to FrameMaker.  The previous install did not!  I also compared the previous trial download to the latest trial download, and there were no differences.

So if you have this problem and are running Windows 10, update to the latest version, inc KB4462919 and KB4100347;  If this does not work, I suggest you open a support ticket with TCS support.

HTH!

jonb40378792
jonb40378792
Participating Frequently
October 7, 2018

Update 1 has been released for FM2019 (Adobe FrameMaker (2019 release) – Update 1 ).  However the update page (Adobe - FrameMaker : For Windows ) does not list Update 1, and the trial version seems to be the original, at least based on file comparisons.  Also this particular problem is not listed in the fixes, however there is at least one, that mentions x64.

A
Adobe Employee
Ashish.K
Adobe Employee
September 21, 2018

Hello,

Please perform the steps below and then try to launch FrameMaker.

• Rename the  folder 15 to 15_old in C:\Users\YourUserAccount\AppData\Roaming\Adobe\FrameMaker.

• Clean the “temp” folder which is located at ‘C:\Users\YourUserProfile\AppData\Local\Temp’.

• Launch FM and check the issue.

Regards

Ashish

V
VectrilAuthor
Participant
September 21, 2018

Thanks for your reply Ashish.

I tried what you suggested but it didn't make a difference. Framemaker still fails to launch. I took a look at the event log and found the following:

Log Name:      Application

Source:        Application Error

Date:          9/21/2018 10:38:34 AM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      Abel_Laptop

Description:

Faulting application name: FrameMaker.exe, version: 15.0.0.393, time stamp: 0x5b6d9ed2

Faulting module name: ntdll.dll, version: 10.0.17134.254, time stamp: 0xa5a334d4

Exception code: 0xc0000374

Fault offset: 0x00000000000f4d3b

Faulting process id: 0x23d8

Faulting application start time: 0x01d451d1cd095855

Faulting application path: C:\Program Files\Adobe\Adobe FrameMaker 2019\FrameMaker.exe

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: 921de094-3205-4531-bcda-a19de4fa8530

Faulting package full name:

Faulting package-relative application ID:

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2018-09-21T17:38:34.986005100Z" />

    <EventRecordID>4414</EventRecordID>

    <Channel>Application</Channel>

    <Computer>Abel_Laptop</Computer>

    <Security />

  </System>

  <EventData>

    <Data>FrameMaker.exe</Data>

    <Data>15.0.0.393</Data>

    <Data>5b6d9ed2</Data>

    <Data>ntdll.dll</Data>

    <Data>10.0.17134.254</Data>

    <Data>a5a334d4</Data>

    <Data>c0000374</Data>

    <Data>00000000000f4d3b</Data>

    <Data>23d8</Data>

    <Data>01d451d1cd095855</Data>

    <Data>C:\Program Files\Adobe\Adobe FrameMaker 2019\FrameMaker.exe</Data>

    <Data>C:\WINDOWS\SYSTEM32\ntdll.dll</Data>

    <Data>921de094-3205-4531-bcda-a19de4fa8530</Data>

    <Data>

    </Data>

    <Data>

    </Data>

  </EventData>

</Event>

JonBe
JonBe
Inspiring
September 24, 2018

Ashish,

I have the following versions of the .Net Frameworks installed:

v2.0.50727.4927

v3.0.30729.4926

v3.5.30729.4926

v4 Client 4.7.03056 Release 461808

     Full    4.7.03056 Release 461808

v4.0 Client 4.0.0.0

I downloaded and ran the .Net Framework repair tool. The only suggestions were to reinstall the Windows installer service and to stop and restart the service. I did that and retried starting Framemaker 2019 with no success.

Should I try re-installing .Net and/or FM 2019?


Vectril,

I actually think the problem is not caused by .Net but some other environmental condition that our two computers share.  I say this because my virtual test computer starts FM2019 x64 okay.

The exception code you see is a heap corruption problem and this article, Heap Corruption Exception 0xC0000374 – Calvin Hsia's WebLog , suggests that sometimes you might get an exception reported which you see, and sometimes the process just disappears, which is what I get.

I am not sure if you can re-install .Net as it is installed with Windows 10.  You could try turning Windows 10 features off, and then on.  I will try adding .Net 3.5 on my virtual test computer to see if that has any effect, just in case .

Jon

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