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InDesign 15.1.1 & CC Desktop App crashing on Windows 10

New Here ,
Aug 05, 2020

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Hi

Since the 5th August I have had constant crashes of CCdesktop,  InDesign & illustrator, but mostly inDesign

There seems to be no trigger as it happens randomly. the exception code always seems different...

Windows 10 Pro x64 (Build 1909) on a core i7 with 16GB Ram

from the windows error log;-

 

6   11 Times

Faulting application name: Creative Cloud.exe, version: 5.2.1.441, time stamp: 0x5f11e815
Faulting module name: VulcanMessage5.dll, version: 6.0.0.25, time stamp: 0x5ec4d273
Exception code: 0xc0000005
Fault offset: 0x000000000002064c

 

2 times

Faulting application name: InDesign.exe, version: 15.1.1.103, time stamp: 0x5eed01fd
Faulting module name: ntdll.dll, version: 10.0.19041.207, time stamp: 0xcad89ab4
Exception code: 0xc0000005
Fault offset: 0x00000000000213ad
Faulting process ID: 0x15e0
Faulting application start time: 0x01d6697f4573d7d0
Faulting application path: C:\Program Files\Adobe\Adobe InDesign 2020\InDesign.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll

 

4 times

Faulting application name: InDesign.exe, version: 15.1.1.103, time stamp: 0x5eed01fd
Faulting module name: ntdll.dll, version: 10.0.19041.207, time stamp: 0xcad89ab4
Exception code: 0xc0000374
Fault offset: 0x00000000000fdec9
Faulting process ID: 0x28a0
Faulting application start time: 0x01d661913996726d
Faulting application path: C:\Program Files\Adobe\Adobe InDesign 2020\InDesign.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report ID: 2eda2e76-c427-4d2b-864d-beccb86752c0
Faulting package full name:
Faulting package-relative application ID:
Report ID: d500f11f-b21e-4844-b9cf-329f78e27b74
Faulting package full name:
Faulting package-relative application ID:
Faulting process ID: 0x1898
Faulting application start time: 0x01d66b26e015b33f
Faulting application path: C:\Program Files\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe
Faulting module path: C:\Program Files\Common Files\Adobe\Adobe Desktop Common\TCC\VulcanMessage5.dll
Report ID: 5b596a78-b548-43b8-aff6-7a6f2e7fb8bd
Faulting package full name:
Faulting package-relative application ID:

 

3 times

Faulting application name: InDesign.exe, version: 15.1.1.103, time stamp: 0x5eed01fd
Faulting module name: ntdll.dll, version: 10.0.19041.207, time stamp: 0xcad89ab4
Exception code: 0xc000041d
Fault offset: 0x00000000000213ad
Faulting process ID: 0x1320
Faulting application start time: 0x01d660de15dee5e3
Faulting application path: C:\Program Files\Adobe\Adobe InDesign 2020\InDesign.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report ID: 5682e911-5712-484d-890b-7e5686462897
Faulting package full name:
Faulting package-relative application ID:

 

Any help on finding and fixing the issue would be appreciated, I am losing hours of work and lots of hair over this.

 

 

{Renamed by MOD}

I understand your concern about the reinstallation. I have also passed on your feedback to the product team about the experience.

I'd request contacting Adobe assisted support(https://helpx.adobe.com/support.html) for live session. Click on chat icon at the bottom to begin the conversation. Support team here will be able to perform a remote troubleshooting and help you out accordingly. Thanks!

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InDesign 15.1.1 & CC Desktop App crashing on Windows 10

New Here ,
Aug 05, 2020

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Hi

Since the 5th August I have had constant crashes of CCdesktop,  InDesign & illustrator, but mostly inDesign

There seems to be no trigger as it happens randomly. the exception code always seems different...

Windows 10 Pro x64 (Build 1909) on a core i7 with 16GB Ram

from the windows error log;-

 

6   11 Times

Faulting application name: Creative Cloud.exe, version: 5.2.1.441, time stamp: 0x5f11e815
Faulting module name: VulcanMessage5.dll, version: 6.0.0.25, time stamp: 0x5ec4d273
Exception code: 0xc0000005
Fault offset: 0x000000000002064c

 

2 times

Faulting application name: InDesign.exe, version: 15.1.1.103, time stamp: 0x5eed01fd
Faulting module name: ntdll.dll, version: 10.0.19041.207, time stamp: 0xcad89ab4
Exception code: 0xc0000005
Fault offset: 0x00000000000213ad
Faulting process ID: 0x15e0
Faulting application start time: 0x01d6697f4573d7d0
Faulting application path: C:\Program Files\Adobe\Adobe InDesign 2020\InDesign.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll

 

4 times

Faulting application name: InDesign.exe, version: 15.1.1.103, time stamp: 0x5eed01fd
Faulting module name: ntdll.dll, version: 10.0.19041.207, time stamp: 0xcad89ab4
Exception code: 0xc0000374
Fault offset: 0x00000000000fdec9
Faulting process ID: 0x28a0
Faulting application start time: 0x01d661913996726d
Faulting application path: C:\Program Files\Adobe\Adobe InDesign 2020\InDesign.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report ID: 2eda2e76-c427-4d2b-864d-beccb86752c0
Faulting package full name:
Faulting package-relative application ID:
Report ID: d500f11f-b21e-4844-b9cf-329f78e27b74
Faulting package full name:
Faulting package-relative application ID:
Faulting process ID: 0x1898
Faulting application start time: 0x01d66b26e015b33f
Faulting application path: C:\Program Files\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe
Faulting module path: C:\Program Files\Common Files\Adobe\Adobe Desktop Common\TCC\VulcanMessage5.dll
Report ID: 5b596a78-b548-43b8-aff6-7a6f2e7fb8bd
Faulting package full name:
Faulting package-relative application ID:

 

3 times

Faulting application name: InDesign.exe, version: 15.1.1.103, time stamp: 0x5eed01fd
Faulting module name: ntdll.dll, version: 10.0.19041.207, time stamp: 0xcad89ab4
Exception code: 0xc000041d
Fault offset: 0x00000000000213ad
Faulting process ID: 0x1320
Faulting application start time: 0x01d660de15dee5e3
Faulting application path: C:\Program Files\Adobe\Adobe InDesign 2020\InDesign.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report ID: 5682e911-5712-484d-890b-7e5686462897
Faulting package full name:
Faulting package-relative application ID:

 

Any help on finding and fixing the issue would be appreciated, I am losing hours of work and lots of hair over this.

 

 

{Renamed by MOD}

I understand your concern about the reinstallation. I have also passed on your feedback to the product team about the experience.

I'd request contacting Adobe assisted support(https://helpx.adobe.com/support.html) for live session. Click on chat icon at the bottom to begin the conversation. Support team here will be able to perform a remote troubleshooting and help you out accordingly. Thanks!

TOPICS
Performance

Views

138

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Aug 05, 2020 0
Adobe Employee ,
Aug 05, 2020

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Hi there,

 

Sorry to hear about your experience, This is really frustrating. I'd request updating your Windows 10 and GPU to the latest version and see how it goes.

If it does not work, please try using Creative Cloud Cleaner Tool to remove existing installation and install a fresh copy once done.

Hope it helps.

 

Regards,

Ashutosh

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Aug 05, 2020 0
New Here ,
Aug 24, 2020

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Good Morning Ashutosh

Unfortunately this is a corporate machine, I do not have authority to update the windows installation, nor do I have the administrator rights to run the CC cleaner tool.

To remove all the apps and run the cleaner tool will need to involve our IT department, and I'm sure will take at least 2 hours to remove and re-install. Why is this needed? My company pays a significant amount to have this software, it should not be crashing and requiring a full re-installation with the requisite loss of productive time.

I am not a beta tester...the pateches and enhancement packages are obviously not fully tested before release. Adobe must do better. InDesign 2020 is the buggiest release since CS5.5.

 

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Aug 24, 2020 0
Adobe Employee ,
Aug 26, 2020

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I understand your concern about the reinstallation. I have also passed on your feedback to the product team about the experience.

I'd request contacting Adobe assisted support(https://helpx.adobe.com/support.html) for live session. Click on chat icon at the bottom to begin the conversation. Support team here will be able to perform a remote troubleshooting and help you out accordingly. Thanks!

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Aug 26, 2020 0