Urgent - Framemaker 2019 crashes on startup

Forum|Forum|7 years ago
February 11, 2019
2 replies
1452 views

Hi,

This morning, suddenly FM2019 crashes on startup. The splash screen appears and then just disappears. I think it gets a little past "Filters" but it is hard to tell. Both 32bit and 64bit crash. I've tried full reinstallation, manual deletion of the app settings folder, all the basic tricks I know. This is a major problem for me, obviously.

My OS is Windows 10 v1803 - Build 17134.523

If no one knows any more tricks, does anyone know if I can get Adobe support for this?

Russ

This topic has been closed for replies.

Correct answer Mayank_Meh

Hi Russ,

Apologies for the inconvenience caused.

It could be an issue with the licensing or may be related to Fonts installed on your machine. Can you please email us at above email mentioned by "Jeff_Coatsworth" with your contact details and we will contact you back.

Regards,

Mayank

M

Mayank_Meh

Correct answer

Community Manager

Hi Russ,

Apologies for the inconvenience caused.

It could be an issue with the licensing or may be related to Fonts installed on your machine. Can you please email us at above email mentioned by "Jeff_Coatsworth" with your contact details and we will contact you back.

Regards,

Mayank

R

Russ WardAuthor

Legend

Hi Mayank,

Thank you for the response. I sent an email a little bit earlier, with a mobile phone number. By the way, I get frequent messages about "font changes on the system" from FrameMaker, seems just random.

Russ

R

Russ WardAuthor

Legend

Many thanks to Mayank and Adobe support for a quick response and solution. Apparently, a file related to licensing was corrupt in the following directory:

C:\Program Files (x86)\Common Files\Adobe\SLCache

Mayank renamed the folder, allowed the application to regenerate it, and everything started working again. I had to put in my license key again, so if you end up in the same situation, make sure you have that handy.

Russ