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Urgent - Framemaker 2019 crashes on startup

Mentor ,
Feb 11, 2019

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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

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

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Urgent - Framemaker 2019 crashes on startup

Mentor ,
Feb 11, 2019

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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

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

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Feb 11, 2019 0
Adobe Community Professional ,
Feb 11, 2019

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Give the FM guys a buzz at tcssup@adobe.com

[edited - I always goof up that address - it's not support, just sup]

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Feb 11, 2019 0
Adobe Employee ,
Feb 11, 2019

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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

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Feb 11, 2019 0
Mentor ,
Feb 11, 2019

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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

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Feb 11, 2019 0
Mentor ,
Feb 11, 2019

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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

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