Crash on export to FTP or generation of HTML - MUSE 2017.1.0

Participant ,
Sep 13, 2017 Sep 13, 2017

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I updated to  MUSE 2017.1.0 (2017.1.0.821)

I have repeated problems with exports both directly to the server via FTP and in creating HTML.

This is is with sites that have been created in previous versions of Muse,

With a paid subscription I expect there to be some live help. We are professionals and often do not have the time to be posting in help Forums, hoping someone from the community will help. Really disappointed and we are beginning the process of looking for more reliable solutions.  Trying to find live chat contact was a circular nightmare, that felt like a trick... there was no contact point.  This is for a CRASHING application. Please note that my impression is that this is a disgraceful level of support and it only makes me want to limit any future reliance on Adobe in every way possible.

Thank you for your attention. here is the report that Apple generates on restart:

NOTE: it would even be helpful if there were some sort of GUIDe to error or cause of the crash. I can only say, that the error happened on page 15 of 66, at 32% completion of generation of HTML.

Event:           hang

Duration:        2.00s (process was unresponsive for 234 seconds before sampling)

Steps:           21 (100ms sampling interval)

Hardware model:  MacPro5,1

Heaviest stack for the main thread of the target process:

  21  start + 1 (libdyld.dylib + 13769) [0x7fff85e1e5c9]

  21  main + 1503 (Adobe Muse CC + 14031) [0x1069da6cf]

  21  MuseApp::RunEventLoop() + 24 (Adobe Muse CC + 113400) [0x1069f2af8]

  21  ??? (<28C803BC-CA45-31D9-93AE-70C90AD7C00C> + 38920) [0x109445808]

  21  -[NSApplication run] + 711 (AppKit + 551784) [0x7fff94192b68]

  21  -[MuseMacApplication sendEvent:] + 790 (Adobe Muse CC + 100998) [0x1069efa86]

  21  -[NSApplication nextEventMatchingMask:untilDate:inMode:dequeue:] + 346 (AppKit + 593496) [0x7fff9419ce58]

  21  _DPSNextEvent + 978 (AppKit + 596139) [0x7fff9419d8ab]

  21  _BlockUntilNextEventMatchingListInModeWithFilter + 71 (HIToolbox + 205099) [0x7fff8af9912b]

  21  ReceiveNextEventCommon + 179 (HIToolbox + 205294) [0x7fff8af991ee]

  21  RunCurrentEventLoopInMode + 235 (HIToolbox + 206191) [0x7fff8af9956f]

  21  CFRunLoopRunSpecific + 296 (CoreFoundation + 465400) [0x7fff85a089f8]

  21  __CFRunLoopRun + 2024 (CoreFoundation + 468008) [0x7fff85a09428]

  21  __CFRunLoopDoTimers + 301 (CoreFoundation + 1221949) [0x7fff85ac153d]

  21  __CFRunLoopDoTimer + 1059 (CoreFoundation + 749203) [0x7fff85a4de93]

  21  __CFRUNLOOP_IS_CALLING_OUT_TO_A_TIMER_CALLBACK_FUNCTION__ + 20 (CoreFoundation + 750084) [0x7fff85a4e204]

  21  __NSFireTimer + 95 (Foundation + 309747) [0x7fff88e8c9f3]

  21  ??? (<28C803BC-CA45-31D9-93AE-70C90AD7C00C> + 43670) [0x109446a96]

  21  ??? (<252A234E-D788-3C4B-8500-C049F9E5F7FD> + 214416) [0x107e3b590]

  21  ??? (<252A234E-D788-3C4B-8500-C049F9E5F7FD> + 208963) [0x107e3a043]

  21  MuseErrorManager::ExecuteFunctionWithTopLevelExceptionHandler(boost::function0<int>) + 39 (Adobe Muse CC + 986599) [0x106ac7de7]

  21  ??? (<252A234E-D788-3C4B-8500-C049F9E5F7FD> + 208812) [0x107e39fac]

  21  MuseApp::DoIdle() + 14 (Adobe Muse CC + 124974) [0x1069f582e]

  21  MuseIdle::DoIdle() + 50 (Adobe Muse CC + 1416482) [0x106b30d22]

  21  MuseIdleManager::HandleTick(unsigned int, char const*) + 1358 (Adobe Muse CC + 1417934) [0x106b312ce]

  21  IMuseIdleProc::Run() const + 167 (Adobe Muse CC + 16071) [0x1069daec7]

  21  MuseDialogHost::ModalLoopRunner::DoRun() + 23 (Adobe Muse CC + 464631) [0x106a486f7]

  21  MuseDialogHost::DoRunModal() + 852 (Adobe Muse CC + 453252) [0x106a45a84]

  21  MuseDialogBase::ModalDuring() + 9 (Adobe Muse CC + 4106777) [0x106dc1a19]

  21  ??? (<2A1B05F0-77C8-379F-A47B-E3DE82309A50> + 3730330) [0x1086edb9a]

  21  -[NSApplication runModalSession:] + 71 (AppKit + 4746852) [0x7fff94592e64]

  21  -[NSApplication _realDoModalLoop:peek:] + 666 (AppKit + 2476167) [0x7fff94368887]

  21  -[NSApplication nextEventMatchingMask:untilDate:inMode:dequeue:] + 346 (AppKit + 593496) [0x7fff9419ce58]

  21  _DPSNextEvent + 978 (AppKit + 596139) [0x7fff9419d8ab]

  21  _BlockUntilNextEventMatchingListInModeWithFilter + 71 (HIToolbox + 205099) [0x7fff8af9912b]

  21  ReceiveNextEventCommon + 179 (HIToolbox + 205294) [0x7fff8af991ee]

  21  RunCurrentEventLoopInMode + 235 (HIToolbox + 206191) [0x7fff8af9956f]

  21  CFRunLoopRunSpecific + 296 (CoreFoundation + 465400) [0x7fff85a089f8]

  21  __CFRunLoopRun + 927 (CoreFoundation + 466911) [0x7fff85a08fdf]

  21  __CFRunLoopDoSources0 + 269 (CoreFoundation + 469421) [0x7fff85a099ad]

  21  __CFRUNLOOP_IS_CALLING_OUT_TO_A_SOURCE0_PERFORM_FUNCTION__ + 17 (CoreFoundation + 526369) [0x7fff85a17821]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 3752747) [0x11abc332b]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 3517839) [0x11ab89d8f]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 3515385) [0x11ab893f9]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 1430298) [0x11a98c31a]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 1216922) [0x11a95819a]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 4132129) [0x11ac1fd21]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 19266355) [0x11ba8eb33]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 19267824) [0x11ba8f0f0]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 6109065) [0x11ae02789]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 2086753) [0x11aa2c761]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 843425) [0x11a8fcea1]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 832255) [0x11a8fa2ff]

  21  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 835060) [0x11a8fadf4]

  21  ??? (<5FF251A5-77C8-3950-8EE7-B7FE435BD897> + 6955115) [0x12df9706b]

  21  ??? (<5FF251A5-77C8-3950-8EE7-B7FE435BD897> + 6967578) [0x12df9a11a]

  21  ??? (<5FF251A5-77C8-3950-8EE7-B7FE435BD897> + 6963227) [0x12df9901b]

  21  ??? [0x158e2b047]

  21  ??? [0x15b35f581]

  21  ??? [0x15b35a920]

  21  ??? [0x157a42a29]

  21  ??? [0x15b4d923b]

  21  ??? [0x15b40691f]

  21  ??? [0x15b404c32]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1468149) [0x12a47f6f5]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1429409) [0x12a475fa1]

  21  ??? [0x15da4397c]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1426370) [0x12a4753c2]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1426370) [0x12a4753c2]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1429409) [0x12a475fa1]

  21  ??? [0x15da4397c]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1430054) [0x12a476226]

  21  ??? [0x15da44e7c]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1429409) [0x12a475fa1]

  21  ??? [0x15da4397c]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1426370) [0x12a4753c2]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1426370) [0x12a4753c2]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1426370) [0x12a4753c2]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1426370) [0x12a4753c2]

  21  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1426370) [0x12a4753c2]

  19  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1426370) [0x12a4753c2]

  12  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1426955) [0x12a47560b]

  12  ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1414577) [0x12a4725b1]

  12  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 17411303) [0x11b8c9ce7]

  12  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 6109065) [0x11ae02789]

  12  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 5366275) [0x11ad4d203]

  12  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 5364100) [0x11ad4c984]

  12  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 5365045) [0x11ad4cd35]

  12  ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 5372311) [0x11ad4e997]

  12  ??? [0x15da46189]

  6   ??? [0x15da4645d]

  6   ??? (<624E6E8F-ACC9-3802-83A3-51970E64F769> + 1451213) [0x12a47b4cd]

  6   ??? [0x15d940202]

  6   ??? [0x145bc9d6f]

  6   ??? [0x145bcedd2]

  6   ??? [0x15d9a314d]

  6   ??? [0x15d9a314d]

  6   ??? [0x15d9a314d]

  6   ??? [0x15d9a314d]

  5   ??? [0x15d9a314d]

  3   ??? [0x15d9a314d]

  3   ??? [0x15d9a314d]

  2   ??? [0x15d9a2e6d]

  2   ??? [0x15d93df2c]

  2   ??? [0x15d93df2c]

  2   ??? [0x146dbd75d]

  2   ??? (<0E0D303E-2A48-340F-94A2-EEC3832E5895> + 11361100) [0x129b74b4c]

  2   ??? (<0E0D303E-2A48-340F-94A2-EEC3832E5895> + 7948771) [0x1298339e3]

  1   ??? (<0E0D303E-2A48-340F-94A2-EEC3832E5895> + 7952964) [0x129834a44]

  1   ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 5469353) [0x11ad664a9]

  1   ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 5888390) [0x11adcc986]

  1   ??? (<22AC8028-FC96-35CA-9E14-FF5DDABB4ABE> + 5450426) [0x11ad61aba] (running)

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Adobe Employee ,
Sep 14, 2017 Sep 14, 2017

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Hi,

Can you share your muse file on Muse-ts@adobe.com so that we can look into the issue.

Thanks

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Participant ,
Sep 14, 2017 Sep 14, 2017

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The Muse file on its own is 208 MB - seems very large to email, and you would not have the spporting files... Is that what you want? Should I add any specific notation so you know which subject it pertains to?

I have a slight hesitation in sending a client site file - you are with Adobe, and will not post this publicly - correct?

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Adobe Employee ,
Sep 15, 2017 Sep 15, 2017

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All people marked with a Staff badge on this forum are Adobe employees.

Thanks,

Preran

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Adobe Community Professional ,
Sep 15, 2017 Sep 15, 2017

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You could send it with wetransfer or via dropbox or even via CC. I think all staff members will handle your file confidential.

But if you need help, what else. There´s also "teamviewer". I had once a very good support with this, too. Not that big deal.

Best Regards,

Uwe

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Participant ,
Sep 19, 2017 Sep 19, 2017

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So fotoreader is NON Adobe.. just a helpful fellow.. and the Adobe staffer, Preran, answered the question, but not completely...

Questions:

1. You would like me to package up the entire site with linked files , or just the Muse file?

2. I should package this up and put it on a server, or drop box and email the link to Muse-ts@adobe.com

3. Should I add a reference to this case?

Can you see how this is a little Mickey-mouse... I appreciate your help, but if this was really urgent, I would be in a lot of trouble... It makes me rethink the viability of Muse as a professional tool, and re-calibrates where I would dare engage with Adobe in terms of professional services like the analytics tools etc.  It does state in writing that phone and chat help are available for CC subscribers on Muse.  Only its a circular rate maze to try and find it.. which I failed at.  Luckily, Muse has been fairly reliable, and we have a staff of people who can help.  But Adobe is relying on the good will of the community to manage these urgent problems?

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Adobe Community Professional ,
Sep 19, 2017 Sep 19, 2017

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This took now almost 4 days to create this answer? Just click onto the avatar of Staff Member Preran and send a private message.

Not that complicated. Of cours 208 MB are not shared via Email.

What about the life chat with Adobe? Available through "normal" office hours, I experienced so far.

Best Regards,

Uwe

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Adobe Employee ,
Sep 19, 2017 Sep 19, 2017

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Yes you can send link to Muse-ts@adobe.com

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