FrameMaker 2019 crashes every time when using Edit->References

[anlongli]

I am using Windows 7. The crash essentially prevents me from change preferences on the menu.

[Jeff_Coatsworth]

32 or 64 bit version? All patches applied?

[anlongli]

64-bit

Windowns 7 Professional, Service Pack 1

[Jeff_Coatsworth]

Sorry, I was referring to FM, not Windows - I should have been clearer.

[anlongli]

FrameMaker 2019 Release, Version: 15.0.0.393, 64 bit. No patch applied.

[Jeff_Coatsworth]

See if there's an update available - I'm sketchy on my RH2019 versions these days. If it still crashes, there's some location that can be renamed that FM will regenerate if it finds it missing - but I'm drawing a blank right now as to the name. It's in your c:\users\{user_name}\AppData\ somewhere.

[anlongli]

Yes there are a bunch of files generated when it crashed a few minutes ago in "C:\Users\{user_name}\AppData\Roaming\Adobe\FrameMaker\15". One of the file is "FrameLog_18.11.15_08.18.03_meta" with the following content:

=== Header Begin ===

Internal Error: 15004

FrameMaker 15.0.0 for Intel

Build: 15.0.0.393

Window System: MSWindows

Operating System: Windows NT 6.1 (major.minor.build: 6.1.7601 Service Pack 1)

Generated on: Thursday, November 15, 2018 8:18:03 AM

To file: C:\Users\anlong.li\AppData\Roaming\Adobe\FrameMaker\15\FrameLog_18.11.15_08.18.03_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 ===

0x318,0x305,0x305

=== Last few fcodes End ===

[Jeff_Coatsworth]

Only the Adobe engineers how to make sense of the crash logs - you can fire it off to them at the fmerror e-mail mentioned in the crash message to help them gather data, but you should expect any response unless they find you've got something interesting to them. Try contacting tcssup@adobe.com about the issue.

[anlongli]

Will do. Thank you Jeff.

[Amitoj]

Please update once. We have fixed a few crashes in update 1. Hopefully it should be resolved with update 1 or else, please send the .dmp file at %appdata%\adobe\framemaker\15 to amisingh@adobe.com

thanks

Amitoj Singh

[anlongli]

I performed an update on FrameMaker. However, the problem persisted.

[Matt-Tech Comm Tools]

It sounds like a preference file is corrupted. In your Roaming directory ( "C:\Users\{user_name}\AppData\Roaming\Adobe\FrameMaker\15"), try renaming your 15 directory to 15-old and restarting FrameMaker 2019.

-Matt

[anlongli]

Renaming 15 directory to 15-old and restarting FrameMaker 2019 did not work.

[Jeff_Coatsworth]

Did you reach out to Amitoj as he requested?

[anlongli]

Yes I did.

[Amitoj]

Thanks. This looked like a .NET issue on Windows 7. I have asked someone from support team to get in touch with you to help you out.

Regards

Amitoj Singh

[pulkitn]

This could have happened due to.Net update on your system.

Kindly uninstall .Net Framework and Framemaker from your system.

Re-install Framemaker( It will automatically install dependent .Net compatible and needed).

Further Support team will be reached to you if you need further help.

-Pulkit

-FM Engg.