FrameMaker 2020 Crashes on Launch

[Melanie J Drake]

I had FrameMaker 2017. It used to run. Then it started crashing on startup and I could never get it to run.

My company just upgraded to FrameMaker 2020, so I downloaded it. I am on Windows 10.

I uninstalled FrameMaker 2017, restarted the machine, and installed FrameMaker 2020.

It crashes on launch.

The error dialog says this:

-------

Adobe FrameMaker 2020 has stopped working

A problem caused the program to stop working correctly. Please close the program.

->Close the Program

->Debug the program

-------

This is the only window that appears. FM doesn't appear to get very far, and there is no information on what might be causing the problem.

I renamed this folder: C:\Program Files (x86)\Common Files\Adobe\SLCache and it didn't help.

Any ideas?

Thanks,

Melanie

[LinSims]

I realize these are obvious questions, but the information will help:

1. Are you using Windows 10 OS 64-bit? 

2. Did you check the hardware requirements for FM2020? It requires a bit more horsepower and RAM than 2017 did.

[Melanie J Drake]

Windows 10 Enterprise 64-bit

32 gb RAM

Intel Core i7 processor

JRE 1.8.0_77-b03

[LinSims]

OK, so it's not likely to be a hardware issue or problem with 32/64 bit conflicts, which is about as far as I can go. I don't think I've ever had this happen, although someone else may have.

I think you'll need to contact the Technical Communications Support team directly: tcssup@adobe.com

[Matt-Tech Comm Tools]

Hi Melanie, you mentioned that you're using a 64-bit system, but the path you mentioned (C:\Program Files (x86)\Common Files\Adobe\SLCache) is in the 32-bit program files directory. I'm not familiar with resetting the SLCache, but you might try your approach in the corresponding 64-bit directory(C:\Program Files\Common Files\Adobe\SLCache)

You could also try renaming the Fm preferences in your roaming directory. See https://techcommtools.com/find-framemaker-preference-folder/ for instructions on renaming your prefs file and let us know if that fixes your issue.

[Melanie J Drake]

I don't have C:\Program Files\Common Files\Adobe\SLCache - FrameMaker 2020 has never been able to run, so it probably never created it. I have the 32-bit one leftover from FrameMaker 2017, which did run for a little while before crashing on startup. I tried re-naming that folder at the time, which didn't work.

I have no preferences - I deleted what was there when I uninstalled FrameMaker 2017, and FrameMaker 2020 hasn't created any. So this folder is completely empty: C:\Users\<USERNAME>\AppData\Roaming\Adobe\FrameMaker\16

[Matt-Tech Comm Tools]

Sorry to hear...sounds like you need to get Adobe involved.

[Jeff_Coatsworth]

I didn't see it mentioned (sorry if it was) but did you install with full Admin rights on your machine? If you have, then give those FM folks a buzz like Lin suggested.

[Shaleen K]

Hi Melanie,

I have sent you a PM. Please respond to that. 

Regards,

Shaleen