InDesign freezing on Launch and while working

Explorer ,
May 20, 2021 May 20, 2021

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Hi everyone, ever since the Adobe outage a few weeks back, we've been experiencing a problem with InDesign (mainly 2017 and 2020) where the spinning ball appears when we try to open InDesign first hand and/or when we try opening a mechanical. It eventually opens but takes FOREVER! And force quitting is not an option. otherwise you're in a complete loop. Not getting a lot of help with Support on this problem because of our use with 2017, so we figured we'd ask here. We've tried everything under the hood to try and remedy this with no avail. And its with multiple users within our organization. Anyone else experincing this same behavior?

 

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Adobe Employee ,
May 20, 2021 May 20, 2021

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Hi there,

 

Sorry to hear about this trouble. To help you with this issue, I would need a few more details like:

  • Operating system
  • Exact version of InDesign
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently. 

 

You may also try the steps suggested on this page ( https://community.adobe.com/t5/indesign/resolve-slow-performance-and-unexpected-behavior-of-indesign... ) and share your observations with us.

 

Regards,

Srishti

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Explorer ,
May 20, 2021 May 20, 2021

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Hello Srishti, thanks for the response!

So for OS, its a mix. We have 10.13.x, 10.14.x, 10.15.x. We are stuck in CC 2017 (12.1.0) but are moving to ID CC 2020 (15.1.3). Same behavior in both versions. Dept noticed the problem started on or after May 6th, the adobe outage. It seems once it was resolved on Adobes side, users were affected. No changes to System. Everyone still working the same way. We have tried every troubleshooting tip under the hood. With no remedy in site. Please advise.

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Adobe Community Professional ,
May 20, 2021 May 20, 2021

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Don't know what the Adobe outage was. Or if it's related. Have you more info on this?

 

I work in a large team globally, all using various versions of InDesign across different OS systems. 

And I haven't heard anything like this.

 

Are you working on a server? Are you saving files to cloud? 

Can you elaborate on the general workflow?

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Explorer ,
May 21, 2021 May 21, 2021

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Thanks Eugene, sure can! Thanks for asking! Its a combination of Dropbox, Server and desktop. Universal Type as our font manager. Covers and interiors. if you check status.adobe.com for Major issue #20210506039 problem started right after. Coincidence or not. When we try to open InDesign, it hangs. Spinning ball. When we try to open a file after the hang, we receive yet another spinning ball waiting for the file to open. its across multiple users.  larger the file, longer you wait. We've even gone as far as picking a machine, complete wipe, installed ONLY OS and InDesign, signed into Cloud and it still happened. Please advise.

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Adobe Community Professional ,
May 21, 2021 May 21, 2021

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If you're using Dropbox, make sure that cloud only is disabled and that all files for the project are fully sync'ed.

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Explorer ,
May 21, 2021 May 21, 2021

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Thanks Bob! We've been using Dropbox for a good 5 years now. Can you elaborate? Where is this "cloud only" setting?

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Adobe Community Professional ,
May 21, 2021 May 21, 2021

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In your dropbox preferences. Here's a screenshot:

 

2021-05-21_12-33-58.png

 

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Explorer ,
May 21, 2021 May 21, 2021

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Perfect! Yes, we use an enterprise model of DB and that setting is managed by admin. Users cannot click on. its definiely disabled and set to OFF. Thanks for this!

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Adobe Employee ,
May 21, 2021 May 21, 2021

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Does the suggestion shared by Bob worked for you? 

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Explorer ,
May 21, 2021 May 21, 2021

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No unfortunately. That setting is already set like that for all our DB users.

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Adobe Employee ,
May 21, 2021 May 21, 2021

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Oh no! I saw that you have an enterprise account and case is already raised to the right team. I will check the update with the team and get back to you.

 

Regards!

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