Participating Frequently

Question

Error: "EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" / Indesign crashing at Launch

Forum|Forum|6 years ago
May 28, 2019
3 replies
25890 views

Hi everybody,

as i got my first problem with Indesign and the wonderful Adobe support thinks it is not responsible for my problem i am trying to find help here.

The problem is that Indesign stops working out of the blue. I was using it for a few weeks and one day it crashed at start.

I tried to figure out the problem and did everything found so far

- uninstalling and installing

- resetting settings

- deleting folders in AppData

and the failure stayed.

Then i made a new local user profile where the software is running fine.

After this i deleted my domain profile and logged in again in my domain account to have a new local domain user profile.

Then Indesign was working again in the domain profile.

After a few days again it stopped working again.

Indesign is the only software not working in this local domain user profile and maybe i am wrong but i think Adobe should support this issue as it is software which stops working and Photoshop, Illustrator, Dreamweaver and Acrobat are working fine on this account.

Anyway, i am here and cant use the software anymore without switching accounts.

The version is 14.0.2 and Creative Cloud updates itself automatically.

Well at the moment i am totally stuck and dont know what to do to get it running again.

I have a crash dump and the full failure message is as follows

Crash Report

{Renamed by MOD}

I

indosuezlux

New Participant

Hello,

I have the same issue and investigate to it too.

For the moment the only solution I have is to use "Run as Adminstrator/Other user" button.

But when you try to open a file the crash is again there. You need to drag the file into InDesign launched through the Run as.

Could you tell me if this working for you?

saschah97822453Author

Participating Frequently

Hi indosuezlux,

thanks for the input.

I tried but it crashes as well at the startup when run as Administrator

Srishti Bali

Community Manager

I have sent you a DM, please check and reply accordingly.

Srishti Bali

Community Manager

Hi Sascha,

I am extremely sorry to hear about this frustrating experience. As per your query, InDesign started crashing on your account and then you switched to the local user where it worked for a few days and now it's not working there as well. This is definitely shouldn't be happening. Let us help you with this. I would need a few more details from you to investigate this further.

I would like to know if any of the steps helped you from the guide shared by Mike? If yes, do let us know what helped you.
Through your crash report, I could see that you are using InDesign 14.0.2 on Windows 10 machine. Is that correct?
Have you tried installing InDesign 13.1? If not, please install it and let us know if that works. Open creative cloud desktop app and go to Apps > InDesign > Click on the drop-down menu next to Open > Manage > Other Versions > Choose 13.1

I have also sent you a DM for case details, please check and reply accordingly.

Regards,

Srishti

saschah97822453Author

Participating Frequently

Hi Srishti,

thanks for having a look at my case.

Please find my answers/comments below

"As per your query, InDesign started crashing on your account and then you switched to the local user where it worked for a few days and now it's not working there as well."

Indesign is still working on the local account.

I deleted the local copy of the domain account (c:\users\{domainuser}) and logged on again as the domain user to get a fresh profile for that domain user.

Then it was working a few days in that domain user profile before it started crashing at startup again.

"I would like to know if any of the steps helped you from the guide shared by Mike? If yes, do let us know what helped you."

Unfortunately not. The font check looked promising as there was font double but it didnt change a thing.

"Through your crash report, I could see that you are using InDesign 14.0.2 on Windows 10 machine. Is that correct?"

correct

"Have you tried installing InDesign 13.1?"

i did that, tried 14.0.1, 14.0 and 13.1 without luck

Regards,

Sascha

Srishti Bali

Community Manager

Thanks, Sascha for sharing all these details. All this clearly states that there are some restrictions from your domain server. Though we have limited support on Network/Server and VM related issues (Technical support boundaries for virtualized or server-based environments | CS ) from personal experience, I would suggest you few things which you must check:

Check if this is happening with your user account only or with multiple users.
Check if there is any antivirus or if there is any endpoint security or if there is any restriction imposed by your IT Team. Due to this sometimes the server doesn't allow the application to open.
This generally happens when network policies or Operating System is updated, check with your IT team for the same.

Do let me know what they say about it.