FM 2022 Keeps crashing with Internal Error 17024 (Windows 10)

[QuintinSeegers]

No matter what document/book I open, FrameMaker keeps crashing with the following error:

 

I have :

• deleted my Appdata\..\17 folder,
• restarted my PC, 
• opened a file located on a server,
• opened a file located on my local drive,

I have a 300 page manual that needs to be updated and ready for publication by the 1st of July, 2023, so it is urgent that I find a solution to this error. I have sent the dump file to fmerror@adobe.com, but as the error states, I my not get a response soon.

Any suggestions on what I can do to fix this?

Thanks,

Quintin

[Winfried Reng]

OK.You did everything what I would have done as well.

You have also the latest updated.

What I would do/test:

Do you work with structured or unstructured files? If structured, does FrameMaker also crash with unstructured files?

Does FrameMaker also crash, when you open the FrameMaker default template file provided from Adobe?

Make a backup copy of your FM folder in your appdata folder.

Make a backup copy of your dictionaries.

Then deinstall and reinstall FrameMaker.

Contact the FrameMaker support: tcssup@adobe.com

Good luck!

[QuintinSeegers]

Hi Winfried,

I'm hesitant to uninstall/reinstall FrameMaker as it has caused issues with printing to PDF in the past for me.

FrameMaker doesn't crash if I open one of the template documents. We only work in Structured FrameMaker, but I did attempted to open one of our structured documents in Unstructured FrameMaker with success. Unfortunately that doesn't solve the issue as I need to use Structured FrameMaker.

I will contact FrameMaker support, as you suggested. Hopefully they can provide a solution.

[Winfried Reng]

Hi,

When you say that you can open the unstructured Adobe template files or your structured files in the unstructured mode, then it seems that your structured files or your structured setup is the issue.

When did FrameMaker start to crash?

Had you (or someone else) changed something with your structured setup or your files?

I am not an expert with structured FrameMaker and cannot suggest, whether you can check anything.

Best regards, Winfried

[QuintinSeegers]

The last time I worked in FrameMaker (with the same documents) was about a month ago and FrameMaker worked as normal then. No-one else has made changes to these files since. I've also restored a backup one of the files from two months ago and FrameMaker crashed the moment I opened the file. (I did notice that there is a .lck file, so FrameMaker has locked the file, but then crashes.

As another test, I tried to open the same file from another PC - this time I got Internal Error 17014.

[QuintinSeegers]

Out of desperation, I ended up taking the risk of uninstalling/reinstalling FM 2022, updating it to v17.0.2. So far, the erorr has not reocuured. (fingers crossed).

[QuintinSeegers]

After reinstalling, the error disappeared. Until this morning when the error presented itself again (after having no issues with the same documents all day yesterday).

[Jeff_Coatsworth]

@QuintinSeegers have you contacted the FM folks? I suspect there must be something in your doc that throwing FM2022 off.

[QuintinSeegers]

@Jeff_Coatsworth I have, but haven't had a response back yet.

[QuintinSeegers]

I spent all of yesterday copying the full directory with all our files from the network onto an external harddrive. This morning I disconnected from our network and attempted to open the files from the external harddrive - same error. I then changed FrameMaker to standard (not Structured FrameMaker). What do you know? The document opened without any issues. That leads me to suspect that there is either something wrong with Structured FrameMaker, or an issue with my structured document.  Problem is - how do I recreate the document if I can't open it in Structured FM?

[Jeff_Coatsworth]

Have you tried a "heroic open"? Maybe try a MIF-wash? Not sure what works with structured docs.

[QuintinSeegers]

"heroic open"?

I would try a MIF-wash, if I could open the files.

One of the 'broken' documents doesn't have any content - it's just a page showing content from a master page. I could recreate the page from our blank template, wich seems to have fixed that  document. The documents with actual content is going to be a different story.

[Jeff_Coatsworth]

Found it - [thanks Fred Ridder] -

"Heroic open" is an escape-key command that causes FrameMaker to ignore any of the conditions that normally cause warnings or messages during the open process, and therefore allows you to open files that have certain minor forms of corruption. You must have a blank .fm document open first. Then the command is Esc, o, H (meaning Escape, lower-case O, and capital H pressed *in sequence* rather than in combination).

[QuintinSeegers]

Will give that a go. Thanks.

First, I'm going to watch the recording of Barb Binder's session on Document Review :-).

[Andrea23391152sn4f]

I started seeing this same error this week, of course under tight deadline. Did all of the above and uninstalled/downloaded and reinstalled current version of FM -- still getting the same error (when I get an error, usually it just crashes with any error messages. I have to do heroic open to get an actual error message.

[Jeff_Coatsworth]

@Andrea23391152sn4f  is it happening with all docs or just particular ones? If it was working fine before, what's changed? Are you all updated with the last FM2022 patch?

[QuintinSeegers]

@Jeff_Coatsworth , in our case, nothing's changed.

Out of desperation, I uninstalled FM2022, then reinstalled, and the error went away.

Had no issues up to yesterday. This morning, I opened the same document I worked on yesterday, only for FM to crash yet again with Error 1704. It always crashes when I open a Structured Document that has multiple masterpages with 50+ images inserted by Reference.

At this point, we're seriously considering going back to FM2019 - we didn't experience any of these constant crashes in FM2019.

[QuintinSeegers]

I thought I'd give an update, for those searching for the same issue.

I managed to recreate the corrupted documents, working off the external harddrive only. After opening, saving, closing the documents numerous times during the workday, the error no longer occured. I saved the fixed files ont our network, opened them and all work ok. Then I closed the files and re-opened them and the error was back again.

So, my conclusion is that it is an issue caused by our network environment  - a combination of VPN (I have not other means to connect to our corporate network), network speed and internet speed on the other side of the VPN connection (I'm in New Zealand where our internet is reasonable fast, where as our IT infrastructure is in Australia, which is notorious for having mediocre internet speeds on a good day.). I can see FrameMaker creating the lock file, but the transfer of the file content is too slow, causing FrameMaker to crash and corrupt the file.

Not sure if this information is helpful to anyone else.

[Jeff_Coatsworth]

Yeah working over a VPN like that sounds like a recipe for trouble - I'd be looking at some system of version control to check out the files to your local machine & check them back in when done.

[Ronaldo32463970ltf6]

Hello QuintinSeegers,

I don't know if you've already found a way to solve this problem.
I've had the same thing for about 2 weeks and no one, including IT, can solve it.
I have a 1500 page manual stuck and I don't know what else to do to solve the problem.
@adobe it's past time to support us in solving this.

[Jeff_Coatsworth]

@Ronaldo32463970ltf6 - what actions have you taken? What's your environment? What FM version (structured/unstructured?) and is it all patched up?

[Edit - you know that this is a user-to-user forum, right?]

[Ronaldo32463970ltf6]

Hello Jeff, how are you?
Well, I'm in a corporate environment, so I have few options regarding what actions I can and cannot take.
I'm using version 17.0.2.431 Estructured and so far I can open all the titles but when I try to open the book, it generates the error message I sent above in the first post.
And yes, I know it's a user to user forum.

[Jeff_Coatsworth]

I'd first try getting all your files local to your machine - that seemed to be the issue with the original poster.

But feel free to contact the FM folks - see https://helpx.adobe.com/contact/enterprise-support.other.html#framemaker for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including FrameMaker.

[Matt-Tech Comm Tools]

If it's only the book that crashes, have you tried recreating the book?

A few other things come to mind, related to missing resources...ensure that the alerts in your preferences are set to show things like missing fonts, graphics, and version mismatches. When opening and processing books, these things used to cause a process to time out when working across networks, VPNs, Dropbox, etc.

[QuintinSeegers]

Hi @Ronaldo32463970ltf6,

Unfortunately, the same error started occuring again recently (with different files), accessing the files from a local drive. I have since logged a bug report (https://tracker.adobe.com/#/view/FRMAKER-13823). From the last updates I received from Adobe, it appears that they did find an issue (It is a CCGet issue, data is null at the lookup table for the id. And it is a c block where crash is happening, and prev->buffer of the text is null and next->buffer of the text is "\v") and it was moved from "Code Review" to "in Test" on the 19th of September.

Hopefully this results in an update that resolves the issue permanently.