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Urgent: Frame crashes

New Here ,
May 25, 2021 May 25, 2021

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Hi

I recently installed Frame 16. It allows me to open a book or a document, and then crashes.

I checked for license issues, and it seems fine.

I am on a Windows 10.

 

Thanks

Uday

 

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New Here ,
May 25, 2021 May 25, 2021

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Here is the meta file with the crash report.

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Community Expert ,
May 25, 2021 May 25, 2021

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Hi Uday,

 

Which version do you have installed?

The current version of FM 2020 is 16.0.817.

Can you check for updates (Help | Updates)?

 

Does this happen with any book and any regular file?

Do you just open the file and wait, and then FrameMaker crashes?

Can you create a new file with FrameMaker's default template? Does FrameMaker crash here as well?

Can you do anything before FrameMaker crashes? E.g. a MIF wash?

 

Best regards

 

Winfried

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New Here ,
May 26, 2021 May 26, 2021

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FM2020. It is updated.

It happens with every file.

The file opens fine. The moment I click in the file, it becomes unresponsive and crashes.

It is crashing with the default template too.

I have concluded it must be the laptop. So am changing it.

 

 

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Community Expert ,
May 26, 2021 May 26, 2021

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LATEST

Hi Uday,

 

Yes. We cannot help here.

Best is to send the log file and the dmp file from your AppData directory to Adobe, as Jeff already said.

c:\Users\xxx\AppData\Roaming\Adobe\FrameMaker\16\

 

A final test: You could close FrameMaker and rename the folder from 16 to e.g. 16_backup and the start FrameMaker again. FrameMaker will recreate this folder.

Or do the same with the Linguistics folder:

AppData\LocalLow\Adobe\Linguistics

Sometimes this helps.

 

Best regards

 

Winfried

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Community Expert ,
May 26, 2021 May 26, 2021

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@Uday5C52 no sense in posting the error log here - only the FM engineers can make sense of it - that's why they tell you to send them to fmerror@adobe.com.

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New Here ,
May 26, 2021 May 26, 2021

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Shared it with them as well Jeff.

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