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FrameMaker not starting

New Here ,
Jul 18, 2024 Jul 18, 2024

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Hi,

 

FrameMaker version 16 is not starting. the widnow shows up and after a few seconds it just goes away.

 

I tried downloading the 2022 version as well, but that didn't start either. I also tried solutions provided in the following links: 

https://community.adobe.com/t5/framemaker-discussions/framemaker-2020-16-0-4-does-not-start/td-p/129...

https://community.adobe.com/t5/framemaker-discussions/framemaker-won-t-launch/td-p/12618242

 

I am using windows 10. Can someone help me with troubleshooting this

 

Thanks

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Community Expert ,
Jul 18, 2024 Jul 18, 2024

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Are you working in a corporate environment? Was it working before and now it's not?

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New Here ,
Jul 18, 2024 Jul 18, 2024

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Yes, I use it from my office and it was working fine before. Never faced any issue of this sort.

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Community Expert ,
Jul 18, 2024 Jul 18, 2024

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Have you checked with your IT? Have they tightened up any anti-virus or firewall ports lately?

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New Here ,
Jul 26, 2024 Jul 26, 2024

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Yes I checked with them and there are no blockers.

They tried troubleshooting but nothing worked.

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Community Expert ,
Jul 18, 2024 Jul 18, 2024

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Have you deleted the preferences directory from your Roaming directory?

https://techcommtools.com/find-framemaker-preference-folder/

 

-Matt Sullivan
FrameMaker Course Creator, Author, Trainer, Consultant

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New Here ,
Jul 26, 2024 Jul 26, 2024

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Thank you for the suggestion but this didn't work either.

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New Here ,
Jul 26, 2024 Jul 26, 2024

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I have tried everything in my capacity but still can't find a solution. Kindly look into it to see what else can it be.

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Community Expert ,
Jul 27, 2024 Jul 27, 2024

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Hi @Rashi38686466hjol:

 

We are users, like you. Try reaching out to Adobe directly: tcssup@adobe.com.

 

~Barb

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Community Expert ,
Jul 28, 2024 Jul 28, 2024

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I believe you will have to uninstall FrameMaker and use Adobes "Cloud Cleaner Tool"

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

I removes old installation files. And installations of other Adobe programs as well. I suspect that FrameMaker won't start, because it detects an old installation and believes you do not have any more available licenses. So having cleaned out the Adobe installs, you can reinstall FrameMaker.

I have myself used the tool a couple of times when FrameMaker got confused about how to create PDF files. 

If you are unsure about this, I recommend using Adobe support.

There's a bunch of links to Adobes techcomm support here:

https://framemaker.dk/en/customer-support-for-adobe-technical-communication-suite


Bjørn Smalbro - FrameMaker.dk

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Community Expert ,
Jul 28, 2024 Jul 28, 2024

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I've had to use the Adobe CC Cleaner too a few times because of FrameMaker quitting upon start.

 

Just a clarificaton--it will NOT remove other Adobe programs unless you want it to. It can remove just the FrameMaker files, however I would suggest you remove the Adobe ID Credentials too. (You will have to sign into your Adobe account afterwards.)

 

David Creamer: Community Expert (ACI and ACE 1995-2023)

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Community Expert ,
Jul 28, 2024 Jul 28, 2024

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Sorry and yes - you do not necessarily have to remove everything. I believe the issue is about a mess in what Adobe believes you have installed and what you actually have installed. 


Bjørn Smalbro - FrameMaker.dk

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New Here ,
Sep 11, 2024 Sep 11, 2024

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Hi,

 

I have dropped an email to adone support long time back but didn't hear anything in response.

can anyone please help me with this?

 

-Rashi

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Community Expert ,
Sep 11, 2024 Sep 11, 2024

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I once had this happen when (of all things) I was about to present for Adobe at a tech comm conference.

We were able to create another user/profile on the machine and install successfully.

If you can do this, it speaks to a conflict among the items you've installed on your computer; continue to install needed resources on the new profile until the conflict is discovered.

 

Alternately, does Fm install and start successfully on another machine in your org?

 

-Matt Sullivan
FrameMaker Course Creator, Author, Trainer, Consultant

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New Here ,
Sep 11, 2024 Sep 11, 2024

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yes, its working for my collegues

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Community Expert ,
Sep 11, 2024 Sep 11, 2024

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Did you send it to the FM folks or just general Adobe Support? 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.

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New Here ,
Sep 11, 2024 Sep 11, 2024

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I have sent it to this email address only. But no one replied.

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Community Expert ,
Sep 11, 2024 Sep 11, 2024

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Use the chat function. There is some contact options here:

https://framemaker.dk/en/customer-support-for-adobe-technical-communication-suite


Bjørn Smalbro - FrameMaker.dk

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New Here ,
Sep 11, 2024 Sep 11, 2024

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okay, let me try this. Thanks

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