HELP! Crash on start, dark gray screen, unresponsive

Question

Hello,

I've seen a couple of similar posts, but can't find anything specific on this.

When I load in Design, it looks like it is about to start up normally, then diverts to this darker grey screen. No response with any element of the interface:

It's still using CPU/memory, so something is happening.

I have tried deleting cache settings, full purge and re-install. Installing older versions. Installing on other SSD.

I have tried v19.0 and v20.0.

v19.0 nearly loads... I get slightly further before it all freezes.

Checked firewall

Low on ideas now, save for wiping my PC and I would rather not do that

derekwatson · Accepted Answer

Are you sure its not trying to read the from the D drive, I'd never try to boot an application from an external.

try restoring preferences https://community.adobe.com/t5/indesign-discussions/help-crash-on-start-dark-gray-screen-unresponsive/m-p/14962625#M595970

you could also try the CC Cleaner Tool https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Anshul_Saini · Answer

Hi @Bringing_back_Comic_Sans,

Let’s troubleshoot this further. Could you confirm whether InDesign stays stuck on the gray screen and is unresponsive or if it crashes right after launch?

Here are a few things to try:

1. Turn Off the Internet: Try launching InDesign with your internet connection turned off. Sometimes, this can help bypass specific issues.

2. Run as Administrator: Launch InDesign as an administrator or try running it under compatibility mode.

3. System Specs and Install Location: Could you share your system specifications and the exact location where InDesign is installed?

This will help us understand if there might be conflicts based on your setup.

Let me know how it goes or if you spot any changes!

Best,

Anshul Saini

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