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InDesign crash at startup on Windows 10

Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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Hi everybody,

I can't run InDesign 2021. It always crashes during startup. I already sent crash report. I try to reset preferences, clear preferences folder, reinstall (with clean installation tool). InDesign 2020 works fine. 

Does anybody have some advice?

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correct answers 1 Correct answer

Community Expert , Mar 27, 2021 Mar 27, 2021

I'm not sure which country you're in but I suggest you contact Adobe support (I think in India), they may, with your permission, take over your computer and have a look and see what's going on. Here's a screenshot of the contact page from the UK, yours may look different.

 

Screenshot 2021-03-27 at 18.14.43.png

 

 

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Community Expert ,
Mar 27, 2021 Mar 27, 2021

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How much RAM and spare disk capacity do you have?

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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Hi Derak,

I have 64GB of RAM and more then 700GB free space on spare disk.

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Community Expert ,
Mar 27, 2021 Mar 27, 2021

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Might be worth using the Adobe Cleaner Tool to sort out the issue:

https://helpx.adobe.com/uk/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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I try with Cleaner Tool, but nothing happend. I also have similar problem with Premiere Pro and Audition.

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Community Expert ,
Mar 27, 2021 Mar 27, 2021

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What do you mean, nothing happens,  were you able to download and open the Cleaner Tool application? Then what?

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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I uninstall and clean all CC aplication i'm using (Indesign, Illustrayor, Photoshop, Acrobat, Premiere Pro, Audition, After Effects, Bridge and XD) with Cleaner tool. Then reinstall from CC application again. But I still have same problems with same applications.

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Community Expert ,
Mar 27, 2021 Mar 27, 2021

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Sounds like you have some serious conflicts. Do you have lots of old versions of Adobe applications on your system and maybe a virus checker and a third party font manager?

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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Before first crash I had only one version of all apllications, but when problems start I installed older versions. InDesign 2020 and Premiere Pro 2019 works fine, but Premiere Pro 2020 has same problems. I'm using Kaspersky Internet Security as antivirus. I try to start application without Kaspersky, but problem is still here. Also I'm using FontExpert 2021 as font manager. I will try to start application in safe mode. 

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Community Expert ,
Mar 27, 2021 Mar 27, 2021

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I'll wait to see how you get on

(Have you tried uninstalling InDesign 2021 using the drop-down menu in the Creative Cloud app and reinstalling it again?)

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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I just try in safe mode, but it still crash at start. I will now try to reinstall from CC app.

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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I just reinstal from CC app and disabele to copy preferences from previous version and crash again.

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Community Expert ,
Mar 27, 2021 Mar 27, 2021

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Just to double-check, you did reset your preferences like this:

1) Close InDesign
2) Double click on Adobe InDesign's icon to launch it
3) QUICKLY hold down Ctrl+Alt+Shift. (for Windows) or CTL+OPT+CMD+Shift (for Mac OS X)
4) When a dialogue appears, asking you “Delete InDesign Preference Files?” Click Yes.

(If you don't see the question do it again.)

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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Yes. Last time just a few seconds before.

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Community Expert ,
Mar 27, 2021 Mar 27, 2021

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So you've tried everything and InDesign is still crashing, is that correct?

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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Yes. 

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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I also try with differnet versions of graphics card and motherboard drivers.

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Community Expert ,
Mar 27, 2021 Mar 27, 2021

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I'm not sure which country you're in but I suggest you contact Adobe support (I think in India), they may, with your permission, take over your computer and have a look and see what's going on. Here's a screenshot of the contact page from the UK, yours may look different.

 

Screenshot 2021-03-27 at 18.14.43.png

 

 

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Community Expert ,
Mar 27, 2021 Mar 27, 2021

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Let us know how you get on Davor, it will be useful feedback for others.

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Community Beginner ,
Mar 27, 2021 Mar 27, 2021

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Thanks a lot Derek.

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