InDesign CC 2017 Crashing on Exit ntdll.dll

Report · Jan 16, 2018

Hello,

I support a small production lab that has been having trouble with InDesign CC 2017 crashing while exiting the program for months.

This lab started out in September with Windows 7 Enterprise x64 and InDesign CC 2017. Prior to September we were using InDesign 2015 CC with Windows 7 x64 and everything was working perfectly.

Once production began in September after the roll out of InDesign CC 2017, my users began to complain that they could not exit or close out of InDesign without it crashing, regardless of if they saved or didn't save the file they had been working on. No data loss, but it literally crashes every time, weather you use File-Exit, or just "X" out of the program. It happens regardless of if you have edited a file or just simply opening and closing a file. After a few months of troubleshooting, resetting preferences, uninstalling and reinstalling, scanning for file system errors, checking permissions, rebuilding user profiles, and hours of trial and error, the issue persisted. We ended up in a situation where we had to update this lab to Windows 10 1709 at the end of December to support a different academic need. A fresh Windows 10 image was built and deployed to these computers. However the crashing at close issue remains. It also happens regardless of hardware type, our desktop computers and Surface Pro 4's with InDesign CC 2017 are all exhibiting the same symptoms.

I am including the crash dump information, I am hoping perhaps someone has seen or had this issue and may be able to point me in the right direction. Thanks for any information you might be able to provide. I don't want to roll them back to CC 2015, but at this point I am running out of ideas. I would be more than happy to provide any additional details I may have missed. Crash log below:

The following information was included with the event:

InDesign.exe

12.1.0.56

58c988ec

ntdll.dll

10.0.16299.64

493793ea

c0000374

00000000000f87bb

3370

01d38eeac383d550

C:\Program Files\Adobe\Adobe InDesign CC 2017\InDesign.exe

C:\Windows\SYSTEM32\ntdll.dll

8d7c1a7c-7b19-4a61-a045-c8d44b18cba0

The handle is invalid

Event Xml:

<Channel>Application</Channel>

<Computer>FHSSTU422-15150.myschool.net</Computer>

</System>

<Data>InDesign.exe</Data>

<Data>ntdll.dll</Data>

<Data>C:\Program Files\Adobe\Adobe InDesign CC 2017\InDesign.exe</Data>

<Data>C:\Windows\SYSTEM32\ntdll.dll</Data>

<Data>

</Data>

<Data>

</Data>

</EventData>

</Event>

Report · Jan 18, 2018

I would recommend you to upgrade to latest version(CC2018.0.1.207) as it is more robust.

Report · Jan 18, 2018

Unfortunately that won't be an option for us until August of this year. Our other main production software that we use in conjunction with InDesign is updated yearly in August to support the current and prior versions of InDesign CC, which was CC 2017 and later as of this last August of 2017. Our actual production season runs from September to June and then we receive our updates to this production software in August, which always includes support for the most current version of InDesign. So, it sounds like my options are to downgrade to 2015 or get by with 2017 until June, in which production ends, and then hope that InDesign CC 2018 is more stable for us in the next production season as I upgrade and prepare these stations for the 2018-2019 academic year. Also, just to be clear, this isn't an issue with our other production software, InDesign exhibits the same crashes on close regardless of weather our other production software is being used, or is even installed on the same computer. I was able to test the issues across a variety of hardware platforms with a variety of software configurations with and without the presence of our other production software. The silver lining is that at least I have access to the CC2018 update so I can start testing some hardware and software scenarios now.

Anyways, thanks for the advice!

Report · Jan 18, 2018

Hi cmp54,

ntll.dll is a Windows error, please close all running applications and perform SFC scan:

To run a system file check (SFC)

Go to start>Type CMD
Right click and run as Administrator
type sfc /scannow (note the space between sfc and "/")
Once it is complete 100% complete close CMD and relaunch application and check how it works.

Also, I would suggest you to back up your data from this system.

Regards,

Srishti

Report · Jan 18, 2018

Sorry I did not mention it in my original message but SFC scan has been performed on several stations none of which have made any impact on this issue for better or worse. I have poured through the forums looking for troubleshooting tips both typical and obscure to resolve this issue and SFC scan was one of those common troubleshooting steps. I am aware the ntdll.dll is a windows system .dll, what I can't explain is why only closing InDesign triggers the crash. I thought it may be graphics driver at first but this spans different graphics hardware configurations. It's also not happening with InDesign CC 2015 at all, just 2017. Thanks anyways, I'll keep working on it, or wait for the ability to update.

Report · Jan 22, 2018

Hi cmp54,

I understand, I would request you to save your important data on some external HDD. Create a new user account and check how InDesign works there?

Regards,

Srishti

Report · Jan 23, 2018

Hello,

I have been facing the same problem as cmp54 for the past week. Same error with ntdll.dll file crashing. I'm using Win 10 Pro and Indesign cc version 13.0.1 x64. I'm not sure but i think indesign randomly crashes after i right click on an object. I've scanned the disk with sfc /scannow but nothing changed. Same thing with different local user.

Any help would be appreciated.

Thanks.

Report · Jan 23, 2018

Hi,

May I please know which printer are you using?

Regards,

Srishti

Report · Jan 23, 2018

hi,

my printer is Canon C3320 iR ADV

Respectfully yours,

George Diplos

Report · Jan 24, 2018

In my initial troubleshooting I tested multiple user accounts both domain based and local to determine if it was an issue with the user profile, the behavior remains across all user accounts that I tested, including my own . I tested with live user accounts, and test accounts that I created just for troubleshooting this issue. I tested existing files that already contained content along with newly created files with no modification.