InDesign Crashing/ Freezing 2019 2020 and 2021

Community Beginner ,
Dec 14, 2020 Dec 14, 2020

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25+ users are affected with this InDesign issue over and over in the last 2 months! It freezes every now and then. Sometimes it freezes while we are working on a file, sometimes it’s just when we have opened the InDesign app and suddenly, we can't click anywhere on the app. It has been more than 2 months and we have been waiting for a permanent fix and yet we have just been provided with workarounds that's allows application to work for 1 day and then again, the same thing happens. It has already been more over 2 months, multiple support tickets and we have NO PERMANENT FIX.

When a user's PC is affected with the above mentioned issue, in the Task Manager we can see app is NOT in "Not Responding" state, but we can see there is 0 CPU usage.
Initially we were told to delete the Preferences i.e. files present in 
Appdata > Local >  Adobe > Indesign > Version 16.0

Appdata > Roaming >  Adobe > Indesign > Version 16.0
And repairing all C++ redistributable installs form Control Panel.

which is a temporary fix which works for a day and then again, we were having the same issue.

Since then, we have noticed that at times even deleting the Preferences and restating the PC works and application is back to normal temporarily.
It sometimes also works when we delete the Preferences and then close and restart the app 6-7 times. But again, these fixes are TEMPRORY for just 1 or 2 days after that again we see same users having the same issue over and over.
We were also told to delete the folders mentioned below, which did not help at all:

C:\Program Files\Common Files\Adobe\CEP

C:\Program Files\Common Files\Adobe\UXP


This is happening every other day and affecting the productivity.
I have done so many remote sessions and saw support doing the same things , wasted hours explaining it to different support representative over the chat and phone with no end result.
Logs were also provided to the Adobe InDesign support, but no follow-up was done on that.
Recently InDesign support team has asked for Dump files of InDesign application when the application is affected, which was provided last week, and we don't have any follow-up yet.

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Bug, Performance

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correct answers 1 Correct Answer

Adobe Employee , Jan 03, 2021 Jan 03, 2021
Hi there,   Sorry to hear about this. I'd recommend connecting with Adobe technical support team(https://helpx.adobe.com/support.html) regarding this issue. Please click on the chat icon at the bottom of the page to begin conversation. Team here will be able to perform troubleshooting remotely & assist you accordingly.   Regards, Ashutosh

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Adobe Community Professional ,
Dec 16, 2020 Dec 16, 2020

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Tried all of this?

Another InDesign Troubleshooting post

Mike Witherell

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Community Beginner ,
Dec 17, 2020 Dec 17, 2020

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Yes I have. 

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Adobe Community Professional ,
Dec 16, 2020 Dec 16, 2020

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Have you also considered some other software common to all 25 machines that might be affecting InDesign somehow?

Mike Witherell

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Community Beginner ,
Dec 17, 2020 Dec 17, 2020

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We are able to reproduce with just adobe suite installed. Only common thing is windows. 

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Most Valuable Participant ,
Dec 17, 2020 Dec 17, 2020

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System specs please? RAM? Processor? Full O/S version and build.

Do these machines have admin privileges? If not, try adding that to your troubleshooting and tweak them. 

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Community Beginner ,
Dec 17, 2020 Dec 17, 2020

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sorjaixp222_0-1608214035799.png
sorjaixp222_1-1608214065356.png

sorjaixp222_2-1608214104719.png

Yes all the uses have admin rights to there PC.

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Adobe Employee ,
Jan 03, 2021 Jan 03, 2021

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Hi there,

 

Sorry to hear about this. I'd recommend connecting with Adobe technical support team(https://helpx.adobe.com/support.html) regarding this issue. Please click on the chat icon at the bottom of the page to begin conversation.

Team here will be able to perform troubleshooting remotely & assist you accordingly.

 

Regards,

Ashutosh

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