Repeated Frame 8 "scrolling crash" (8004, 6962223, 4843278, 4843006)

Report · Feb 19, 2008

Howdy.

I've been dealing with this issue for a couple of months, and it's grown intolerable.

I'm having an issue that appears to be "if I scroll down the page, Frame crashes". That's as close as I've been able to localize it, because it's unclear what causes the crash.

Frame 8.0p273
XP Pro, SP2
Intel Core Duo T7300 2.00GHz
2.98 GB RAM
111 GB disk, roughly 54G in use.

The error this latest time:

=== Header Begin ===
Internal Error: 8004, 6962223, 4843278, 4843006
FrameMaker 8.0.0 for Intel
Build: 8.0p273
Window System: MSWindows
Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 2)
Generated on: Tuesday, February 19, 2008 9:23:27 AM
To file: c:\program files\adobe\framemaker8\FrameLog_08.02.19_09.23.27.txt
=== Header End ===

Report · Feb 19, 2008

Ashton, I don't know if this applies to FM8, but it was definitely an issue for many FM7 and prior versions: When you're scrolling down the page, are you using the mouse wheel?

If so, there is a utility called FreeWheel that many people used to solve the problem -- google for Freewheel and FrameMaker and you'll find many descriptions of the issues.

Will you be sure to let us know whether or not this solves your problem?

Report · Feb 21, 2008

I'm not using the scrolling wheel: this happens when I scroll using the scroll controls within Frame or hold and drag the scrollbar.

Report · Feb 21, 2008

Ashton...

In a similar thread, an Adobe employee offered to help determine the cause of repeated crashes in FrameMaker 8.

>>I would like to help you with these crashes. Can you send me some of >>the crash logs at sgoyal@adobe.com.
>>Thanks, Sumeer Goyal

The file they are looking for it is filed named in the last line of your error message in your initial post. Perhaps several log files would be helpful to them. At any rate, I suggest you contact Sumeer directly.

Cheers...

Dennis

Report · Aug 06, 2008

Had a similar problem today using the thumb bar to scroll down. I am wondering if this had to do with the fonts in the file, originally they were Mac files using Opentype fonts that were converted to the Windows equivalent. I also had many of the chapters open. I was also in the second to last open chapter in the book but it was the third chapter from the end. I doubt that is important but you never know. Many of these files also had crash recovery versions that I didn't use when opening.

Report · Aug 06, 2008

Charles, which version of FM, and which specific point version (the "pxxx" numbers from Help > About). What O/S & service pack.

Report · Aug 13, 2008

Sorry, I just downloaded patch 277 so I am not sure if it was just the original install version or an earlier patch. I am running Vista Ultimate SP1.

Report · Sep 18, 2008

I am also suffering crashes when I use the scrollbar. I'm using the download version of Technical Communications Suite on a Microsoft PC 2007 x86 VM. It's difficult to remember to use Page Up and Page Down, but that seems to solve the problem.

Report · Nov 28, 2008

Sorry for the long post, but wanted to weigh in with my experience... I am trying out FrameMaker on my home computer with the trial version. My computer has Windows XP Professional v5.1. When the Frame crash first happened, it seemed to occur right after the automatic updater appeared and told me to update (that update failed). So I turned off the autoupdater, downloaded/installed the updates - even though I wasn't sure that it was correct to do that w/trial versions. The updates installed, though, so I now have Frame 8.0p277.

Then, I used the scroll wheel on my Logitech mouse, which led to an immediate crash. It then 'clicked' that this is when the first crash occurred, too. So here I am in the forum. I looked at the Freewheel page, but it seems to be from 1999, for Windows NT. Which brings me to this question - my (2008/Windows XP) Frame log file header is as follows:
--------------------------------------------
Internal Error: 8004, 6964255, 4843886, 4843614
FrameMaker 8.0.0 for Intel
Build: 8.0p277
Window System: MSWindows
Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 3)
...
--------------------------------------------

Why is this file identifying Windows NT, when my computer is Windows XP Pro?

Since I am just trying FrameMaker out, I'm not going to pursue this FreeWheel solution, but may do so if I decide to purchase. I will just force myself to _not_ use the scroll wheel. But geez louize, this problem has been around for ten+ years??!! Come on Adobe, you have had more than ample time to find a solution.

--GMc

Report · Nov 28, 2008

Windows NT 5.1 is the "core" or kernel of the Windows XP product. Here's a link that explains the naming:

http://en.wikipedia.org/wiki/Windows_XP

Report · Nov 28, 2008

Sheila, Thanks for the information. I am now sufficiently enlightened (when it comes to the NT ref. in the Frame log file, anyway).

Now, I just had a Frame crash happen totally without warning - bam! (No error msg. before the crash.) I am sure it resulted when the palm of my hand accidentally rubbed the touchpad portion of my laptop. So the problem exists with more than the Logitech mouse - it happens with "scrolling" (or in my case, an accidental rub) on a Synaptics TouchPad. More frustration... --GMc

Report · Nov 29, 2008

Gloria, you might check for newer mouse drivers for your Logitech; several old messages in the framers list http://www.frameusers.com mentioned that upgrading their Logitech mouse driver cured the scroll problem albeit with previous versions (e.g. 7).

There are two apps that have been mentioned as solutions to the crashing problem: FreeWheel and FlyWheel. Both, btw, are effective with other software, so it's not just FM that has an issue with scrolling. Cold comfort....

FM has always exhibited interface "issues" of various sorts, e.g. with screen redraw, with colors/printing, which have always been explained by those who know as being a result of Adobe following the Microsoft specifications more stringently than even some MS products (such as Office). Whether this applies specifically to the scroll problem I don't know, but it seems to be in the same league.

As far as the touchpad incarnation I have to admit I'm not a touchpad fan, I always disable mine in favor of a clever little Logitech travel mouse like the Nano
http://www.logitech.com/index.cfm/mice_pointers/mice/devices/4335&cl=us,en