InDesign 2022 won't start

Explorer ,
Nov 29, 2021 Nov 29, 2021

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When I first installed ID 2022 it worked as expected. I liked the new screen resolution. But after a few days it simply refused to start. When I click on the icon I see the opening screen momentarily, then it goes away and ID doesn't start. I updated to 17.0.1 and it made no difference. I am running on Windows 10 20H2. Deleting preferences made no difference either. I'd love to be able to run the newest version. Any help would be appreciated. Thank you very much.

Phil Frank

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correct answers 1 Correct answer

Community Beginner , Dec 09, 2021 Dec 09, 2021

We ended up doing: 

Ctrl + Shift + Alt to get the "delete preferences" prompt. 
This did not allow IND22 to launch.

 

I then renamed the prefs folder "Version 17.0" from C:\Users\Username\AppData\Roaming\Adobe\InDesign

After this was complete IND22 launched. 

For grins I did place back the old prefs, and the app crashed 😕 

 

In case it helps anyone... in event viewer we were seeing this error:

Faulting module name: ObjectModel.dll, version: 17.0.1.105

 

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Community Expert ,
Nov 29, 2021 Nov 29, 2021

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What changes were made to your OS or other programs since it was working?

Have you tried logging out of creative Cloud and back in? How about reinstalling?

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Explorer ,
Nov 29, 2021 Nov 29, 2021

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This began over two weeks ago, and since then I have travelled for business and came back in time for Thanksgiving. I don't believe there were any changes to my OS or other programs. I had already uninstalled and reinstalled, to no avail. This morning I updated to 17.0.1, hoping that would help. The initialization screen lasted a bit longer, but I still didn't get any farther. And, as I said, this morning I reset my preferences but ID still wouldn't start. And at that point I posted on the forum. Thanks for your suggestions.

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Community Expert ,
Nov 29, 2021 Nov 29, 2021

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You don't say if you've tried logging out of Creative Cloud. You definitely need to try that.

You should also try doing a clean boot ( https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-... ) and see if it will start without background programs.

 

Didi you run the cleaner tool before reinstalling?

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Explorer ,
Nov 29, 2021 Nov 29, 2021

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I had already tried again after logging out of Creative Cloud. And now I have also tried after doing a clean boot, with the same result. I don't know what the cleaner tool is. I'm happy to try to run it after uninstalling again if I know how to find it. Also, in case it matters, I'm running the ME version of InDesign.

 

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Community Expert ,
Nov 29, 2021 Nov 29, 2021

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The cleaner tool is here: Use the Creative Cloud Cleaner tool to solve installation problems 

And yes, it might be significant that you are running ME, though I don't know of anything specific.

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Adobe Employee ,
Nov 29, 2021 Nov 29, 2021

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Hi there,

 

Sorry to hear about the trouble you are facing. Are you using an Antivirus? If yes, please try adding the InDesign as an exception in its setting and check if it is working or not.

 

Also, in addition to @Peter Spier suggestion, you may try running the app in the Hidden Admin account (Windows) and see if it is working there or not.

 

We'll be looking forward to your response.

 

Regards,

Anshul Saini

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Explorer ,
Nov 29, 2021 Nov 29, 2021

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Thank you for all the help. I have uninstalled, run the cleaner tool, and reinstalled. I tried running the app in the Hidden Admin account and none of these made any difference. My company controls the antivirus and I have no user interface for that. The strange thing, to me at least, is that the app was working fine for a few days and then suddenly not. I can still run ID 2021 just fine, so I can still work, but not 2022.

 

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Community Expert ,
Nov 29, 2021 Nov 29, 2021

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I think you should get your IT department on this...

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Explorer ,
Nov 30, 2021 Nov 30, 2021

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I can certainly try that. Any suggestions as to what they might be looking for?

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Community Expert ,
Nov 30, 2021 Nov 30, 2021

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My bet is it's something to do with a background app, like the anti-virus, but they would be in a position ot know what was changed since it stopped working and obviously this is afecting your ability to work so they have a vested interest in fixing it.

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Explorer ,
Nov 30, 2021 Nov 30, 2021

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Thank you, Peter. I'll see what they can do.

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Contributor ,
Nov 30, 2021 Nov 30, 2021

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In previous versions of Illustrator, there was a "call service" that would run on startup the would check in with some Adobe server. The antivirus software our IT used (blanking on the name - sorry) was seeing the communication as malicious and shutting down the application. I had to go into the program package contents and copy a file from from a previous version & replace on the newer version to get it to work. You can ask your IT if there is trafffic from your computer when you launch that is being detected and blocked.

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Explorer ,
Dec 01, 2021 Dec 01, 2021

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Thank you for this. It is very interesting. But I'm curious. Why would this apply to 2022 when 2021 still opens just fine?

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Contributor ,
Dec 01, 2021 Dec 01, 2021

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I don't know enough about the tech end of it to explain, but it happened to me with 2018 / 2019. The virus software updates at a slower rate and hadn't captured the whitelisting of that "call service"/

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Adobe Employee ,
Dec 01, 2021 Dec 01, 2021

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@Phil5C2B, I understand that 2022 is not opening, but 2021 is opening fine. This could be due to one of the following reasons:

  • Corrupted Installation
  • Permission issues
  • Antivirus, firewall, windows defender, or third-party interference with the app. (If this is the reason, then 2021 must be whitelisted that is why it is opening, and 2022 is not.
  • Driver, OS update, or C++ Distributable is not compatible with the current version of the app.
    I hope this helps your IT team track down the issue. If not, then please ask them to contact Adobe technical support team (https://helpx.adobe.com/contact.html?rghtup=autoOpen). The team here would be able to perform remote troubleshooting and assist accordingly.

 

Regards,

Anshul Saini

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Explorer ,
Dec 01, 2021 Dec 01, 2021

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Thanks, everyone. I have opened a conversation with my IT team.

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Community Expert ,
Dec 08, 2021 Dec 08, 2021

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What are the rest of the system specs? RAM, Processor, etc.

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Explorer ,
Dec 09, 2021 Dec 09, 2021

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Hi Bob,

Thanks for joining in. RAM: 32gb. Windows 10 64 bit. Intel(R) Core(TM) i7-10875H CPU @ 2.30GHz. 

And I'm still waiting to hear back from my IT people. I think it's about time to rattle the cage a bit harder.

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Community Expert ,
Dec 09, 2021 Dec 09, 2021

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Do you have admin rights on that machine? If not, I would start there; if it works, you might have a permissions issue somewhere.

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Explorer ,
Dec 09, 2021 Dec 09, 2021

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Yes, I do have admin rights on the machine.

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Community Expert ,
Dec 09, 2021 Dec 09, 2021

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You should also check to see if it runs in a new user account on the system.

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Explorer ,
Dec 09, 2021 Dec 09, 2021

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So my IT guy finally got a chance to look at the situation. He poked around in places that I didn't know I had places, and then trashed my preferences by deleting the whole Version 17.0-ME folder, which he said does a more complete job than CTRL-SHIFT-ALT, and now 2022 runs again. But I'll need to pay close attention so that I can notice what change I make that may break it again, and then not do that. Or maybe I can compare the two folders and see if I can discern a difference.

 

Thanks again for all the help, everyone.

Phil

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Community Beginner ,
Dec 09, 2021 Dec 09, 2021

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We ended up doing: 

Ctrl + Shift + Alt to get the "delete preferences" prompt. 
This did not allow IND22 to launch.

 

I then renamed the prefs folder "Version 17.0" from C:\Users\Username\AppData\Roaming\Adobe\InDesign

After this was complete IND22 launched. 

For grins I did place back the old prefs, and the app crashed 😕 

 

In case it helps anyone... in event viewer we were seeing this error:

Faulting module name: ObjectModel.dll, version: 17.0.1.105

 

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