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FM 2019 fails to launch after seemingly successful installation.

New Here ,
Sep 20, 2018

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After what seems like a successful install of Framemaker 2019, when I try to launch the program only the splash screen appears. It gets as far as FMPopUpMenus then the splash screen disappears without opening the application. I Installed the 64-bit program on a Windows 10 64-bit laptop. Here are the specifics about my system:

Processor: AMD A8-4500M

RAM: 8GB

System type: 64-bit operating system, x64-based processor

Windows 10 Home

Version 1803

Build 17134.286

Any ideas on what to try to get FM 2019 to launch?

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FM 2019 fails to launch after seemingly successful installation.

New Here ,
Sep 20, 2018

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After what seems like a successful install of Framemaker 2019, when I try to launch the program only the splash screen appears. It gets as far as FMPopUpMenus then the splash screen disappears without opening the application. I Installed the 64-bit program on a Windows 10 64-bit laptop. Here are the specifics about my system:

Processor: AMD A8-4500M

RAM: 8GB

System type: 64-bit operating system, x64-based processor

Windows 10 Home

Version 1803

Build 17134.286

Any ideas on what to try to get FM 2019 to launch?

TOPICS
Installation and licensing

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2.5K

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Sep 20, 2018 0
Adobe Employee ,
Sep 20, 2018

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Hello,

Please perform the steps below and then try to launch FrameMaker.

• Rename the  folder 15 to 15_old in C:\Users\YourUserAccount\AppData\Roaming\Adobe\FrameMaker.

• Clean the “temp” folder which is located at ‘C:\Users\YourUserProfile\AppData\Local\Temp’.

• Launch FM and check the issue.

Regards

Ashish

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Sep 20, 2018 0
New Here ,
Sep 21, 2018

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Thanks for your reply Ashish.

I tried what you suggested but it didn't make a difference. Framemaker still fails to launch. I took a look at the event log and found the following:

Log Name:      Application

Source:        Application Error

Date:          9/21/2018 10:38:34 AM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      Abel_Laptop

Description:

Faulting application name: FrameMaker.exe, version: 15.0.0.393, time stamp: 0x5b6d9ed2

Faulting module name: ntdll.dll, version: 10.0.17134.254, time stamp: 0xa5a334d4

Exception code: 0xc0000374

Fault offset: 0x00000000000f4d3b

Faulting process id: 0x23d8

Faulting application start time: 0x01d451d1cd095855

Faulting application path: C:\Program Files\Adobe\Adobe FrameMaker 2019\FrameMaker.exe

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: 921de094-3205-4531-bcda-a19de4fa8530

Faulting package full name:

Faulting package-relative application ID:

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2018-09-21T17:38:34.986005100Z" />

    <EventRecordID>4414</EventRecordID>

    <Channel>Application</Channel>

    <Computer>Abel_Laptop</Computer>

    <Security />

  </System>

  <EventData>

    <Data>FrameMaker.exe</Data>

    <Data>15.0.0.393</Data>

    <Data>5b6d9ed2</Data>

    <Data>ntdll.dll</Data>

    <Data>10.0.17134.254</Data>

    <Data>a5a334d4</Data>

    <Data>c0000374</Data>

    <Data>00000000000f4d3b</Data>

    <Data>23d8</Data>

    <Data>01d451d1cd095855</Data>

    <Data>C:\Program Files\Adobe\Adobe FrameMaker 2019\FrameMaker.exe</Data>

    <Data>C:\WINDOWS\SYSTEM32\ntdll.dll</Data>

    <Data>921de094-3205-4531-bcda-a19de4fa8530</Data>

    <Data>

    </Data>

    <Data>

    </Data>

  </EventData>

</Event>

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Sep 21, 2018 0
Adobe Employee ,
Sep 23, 2018

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Could you please confirm the version of MS .Net Framework installed on your machine?

Also, could you please try to repair the current version of .Net on your machine: Download Microsoft .NET Framework Repair Tool from Official Microsoft Download Center

-Ashish

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Sep 23, 2018 0
Explorer ,
Sep 23, 2018

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Ashish,

I have the same problem as reported by Vectril, although I do not get any event log entries.  FM2019 just closes after FMPopupMenus is displayed on the splash screen.  There is also no evidence of a problem in %appdata%.

.Net versions installed are (this computer has VS2017 installed as well as FM2017 and Acrobat Pro 2018):

v2.0.50727   2.0.50727.4927   SP2
v3.0         3.0.30729.4926   SP2
v3.5         3.5.30729.4926   SP1
v4                         
             Client       4.7.03056 
             Full         4.7.03056 
v4.0                       
             Client       4.0.0.0 

The .Net versions installed in my VM, which I used for beta testing of FM2019 (x86 and x64), and I never had this problem, are:

v4                         
             Client       4.7.03056 
             Full         4.7.03056 
v4.0                       
             Client       4.0.0.0 

Jon

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Sep 23, 2018 0
Explorer ,
Sep 24, 2018

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I missed the current version, which is the same for both my VS2017 computer and the virtual machine:

Current .NET Framework version: 4.7.2 (4.7.03056 = release 461808)

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Sep 24, 2018 0
New Here ,
Sep 24, 2018

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Ashish,

I have the following versions of the .Net Frameworks installed:

v2.0.50727.4927

v3.0.30729.4926

v3.5.30729.4926

v4 Client 4.7.03056 Release 461808

     Full    4.7.03056 Release 461808

v4.0 Client 4.0.0.0

I downloaded and ran the .Net Framework repair tool. The only suggestions were to reinstall the Windows installer service and to stop and restart the service. I did that and retried starting Framemaker 2019 with no success.

Should I try re-installing .Net and/or FM 2019?

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Sep 24, 2018 0
Explorer ,
Sep 24, 2018

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Vectril,

I actually think the problem is not caused by .Net but some other environmental condition that our two computers share.  I say this because my virtual test computer starts FM2019 x64 okay.

The exception code you see is a heap corruption problem and this article, Heap Corruption Exception 0xC0000374 – Calvin Hsia's WebLog , suggests that sometimes you might get an exception reported which you see, and sometimes the process just disappears, which is what I get.

I am not sure if you can re-install .Net as it is installed with Windows 10.  You could try turning Windows 10 features off, and then on.  I will try adding .Net 3.5 on my virtual test computer to see if that has any effect, just in case .

Jon

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Sep 24, 2018 0
New Here ,
Sep 24, 2018

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Jon,

I found the following Microsoft web page for downloading .NET:

https://www.microsoft.com/net/download

I'm not sure if downloading and (re)installing .NET Framework 4.7.2 will

make a difference, but I'll give it a shot tomorrow morning. Let me know if

you do the install and it fixes it for you.

Regards,

Vectril

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Sep 24, 2018 0
Explorer ,
Sep 24, 2018

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Hi Vectril,

You are welcome to try, but both my computers have 4.7.2 installed so I doubt it will make any difference.

Jon

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Sep 24, 2018 0
Community Beginner ,
Oct 07, 2018

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Update 1 has been released for FM2019 (Adobe FrameMaker (2019 release) – Update 1 ).  However the update page (Adobe - FrameMaker : For Windows ) does not list Update 1, and the trial version seems to be the original, at least based on file comparisons.  Also this particular problem is not listed in the fixes, however there is at least one, that mentions x64.

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Oct 07, 2018 0
Community Beginner ,
Oct 09, 2018

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Well it looks like either the latest Windows 10 updates (build 17134) or using a different Adobe ID has fixed the problem for me. I downloaded the trial version again, uninstalled FM2019, installed FM2019, and chose Launch at the end of the install.  The FM2019 launch splash screen disappeared after a short time, but then a dialog about licensing was displayed, which after I responded, displayed words to the effect, "this product is licensed". FM2019 then launched successfully!  The Adobe ID I used has valid a subscription to FrameMaker.  The previous install did not!  I also compared the previous trial download to the latest trial download, and there were no differences.

So if you have this problem and are running Windows 10, update to the latest version, inc KB4462919 and KB4100347;  If this does not work, I suggest you open a support ticket with TCS support.

HTH!

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Oct 09, 2018 0