Having trouble saving a Framemaker file as RTF on network server

[KateK-475]

I'm working on a project for which the files have to stay on my company's server. When I try to save a FM (2020) file as .rtf, Framemaker quits responding and I have to force quit. It seems to start creating the the rtf file but that file won't open (error says it may be corrupt).

Are there certain approaches I need to be taking when working in FM on a network server, and/or can someone help me with the words I'll need to get help from company tech support, who will know nothing about Framemaker itself.

Thanks!

[K.Daube]

First question: which Fm version (including the dots...), e.g. 15.0.8 ...

[KateK-475]

Version: 16.0.3.979 (unstructured interface)

[Bob_Niland]

Any chance of saving locally, then moving the file?
(if that fails too, then the problem isn't the NFS)

And I presume that all are aware that saving to RTF usually results in substantial deletion of formats & styles, down to a very small subset of what FM can do. If RTF is the common enterprise document format, FM might not be the ideal tool for stewardship. I only ever use RTF to export a simulation of an FM document, to someone who needs to hack on the content and doesn't have FM.

[KateK-475]

For security reasons, I'm not permiited to download any of the project files to my local machine. But saving locally does work (I just tried it with a non-senstive test file).

I understand the limitations of RTF in a typical publishing workflow, but you'll be surprised to hear that I've been using a Frame-to-RTF-to Frame round-trip approach for over 20 years. It works well for me and my colleagues (aside for this new hiccup; all other projects have been processed on local computers), perhaps because our publishing objectives and project roles are not typical. 

[Be.eM]

I don't know if this is related, but "FrameMaker fails saving [whatever] on a network server" is a common denominator. I've had similar problems when trying to save PDF files on a network server, and the reason was… Windows Defender. Maybe it's worth a check.

[KateK-475]

Thanks for this suggestion. It sounded promising but didn't work for me. Incidentally, saving as or printing to PDF on the network does work for me with no issues.

[Jeff_Coatsworth]

I'd suggest pinging the FM folks in 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.

[KateK-475]

FWIW I sent an email to tcssup@adobe.com and got a message receipt indicating that my email had been "deleted without being read" ...

[LinSims]

@pulkitn, do you have a suggestion for who @KateK-475 should contact for this issue, and how? 

[pulkitn]

Hi Lin and @KateK-475

@KateK-475  can send email to me ( email id sent in personal message ) , I will as some support person to contact you .

-Pulkit Nagpal

-FM Engg.

[LinSims]

Thank you.

Do you know if the tcssup at adobe dot com email address is still good for contacting the support people, or has it been deprecated? As you can see, KKate tried to use it but was told it had been deleted without being read.

[Jeff_Coatsworth]

Just got it confirmed that tcssup e-mail is still good - what had happened with KKate's issue was that someone copied the content of their e-mail out of the message Preview into the internal ticketing system and deleted the message by mistake.

[KateK-475 · Accepted solution]

UPDATE: My Adobe support request did get answered and I worked with a tech over the phone for troubleshooting. He agreed that it was more likely something to be fixed on my network rather than in Framemaker, but suggested some additionl things I could test out before sending it back to my company's IT support team. That's pending.

I appreciate all the guidance I've gotten here!