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InDesign CS6 Runtime error

Sep 13, 2012 4:28 PM

When installing InDesign CS6 on a 32-bit Windows 7 PC, opening the file gives the following error message:

 

CS6-error-message.jpg

Half a year ago or so I was told that this problem was acknowledged, but none of the updates has fixed it. The same holds true, but the way, for the Photoshop and Illustrator, which came with the Design Suite.

  The only way to get the programs to "run" is  "Open as Administrator," but several features don't work right. For instance, files cannot be dragged in.

  Is there any chance this problem is being addressed??

 
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  • Currently Being Moderated
    Sep 16, 2012 4:54 AM   in reply to JWH-NIRC

    Hi there!

    I still have exactly the same problem on Windows 7 64bit and it does apply to several Creative Suite products, not just InDesign. Unfortunately, after issuing a support request, Adobe refused to flag this as a bug, so I doubt this rather critical issue will be resolved anytime soon. Overall, very disappointing, especially considering the costs of the Creative Suite.

     

    Encountered problems

    • InDesign
      • Can only be launched in administrator mode, otherwise throws a runtime error
      • In administrator mode, files cannot be opened by double-clicking them or dragging them into the application
    • Photoshop
      • Copy + paste vectors from Illustrator does not work unless you run Photoshop as administrator
      • In administrator mode, files cannot be opened by double-clicking them or dragging them into the application (same as InDesign)
    • Flash Player
      • Fails to run any update, and says it requires administrator privileges. Still, just exists patch routine instead of requesting these privileges

     

    Cause of the problem

    I have a rather common system setup with an SSD as primary disc, which has a rather limited space though (60GB). Thus, I am installing applications to drive D: and have moved the Windows TEMP directory to that disc as well. For whatever reason (unlike older versions), Creative Suite 6 does not make use of the Windows %TMP% or %TEMP% environment variable and thus throws all sorts of errors related to not being able to store temporary files. Adobe support refused to see this as a bug, because that is an "non-standard" system setup. Which is a ridiculous reasoning, considering the TEMP directory uses an environment variable for a reason...

     
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  • Currently Being Moderated
    Sep 16, 2012 4:49 PM   in reply to JWH-NIRC

    I coach the student newspaper a the local community college. ID runs just fine there on 32-bit Windows 7.

     
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  • Currently Being Moderated
    Sep 16, 2012 5:16 PM   in reply to JWH-NIRC

    Our college has the design and web suite package. No legacy versions, but I doubt very much that would be an issue. Each version installs separately.

     

    I run Suites from CS3 through CS6 together in my office on Win 7, but the 64 bit version. Indesign, though is a 32-bit app, so I'm not sure it makes a difference.

     
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  • Currently Being Moderated
    Sep 16, 2012 6:46 PM   in reply to JWH-NIRC

    Mostly, this kinds of error can be caused by two factors:

    1. 1.Runtime components of Visual C++ Libraries are missing.

    you can reinstall the Runtime components of Visual C++ Libraries to resolve the problem.

    Microsoft Visual C++ 2008 Redistributable Package (x86)

    http://www.microsoft.com/downloads/details.aspx?familyid=9B2DA534-3E03 -4391-8A4D-074B9F2BC1BF&displaylang=en

    For your convenience:

    Clean Boot

    =============================

    1. 1. Click Start, type "MSCONFIG" (without the quotations) in the Search Bar and Press "Enter" to start the System Configuration Utility.
    2. 2. Click the "Services" tab, check the "Hide All Microsoft Services" box and click "Disable All" (if it is not gray).
    3. 3. Click the "Startup" tab, click "Disable All" and click "OK".
    4. 4. Restart the computer and test the issue.

    Note: Clean Boot is a troubleshooting step. If some programs have been disabled, we can re-enable them later. If you see the System Configuration Utility, check the box of "Don't show this message" and then click "OK".

    Please monitor the system in the Clean Boot environment. If the problem does not occur, it indicates that the problem is related to one application or service we have disabled. You may use the MSCONFIG tool again to re-enable the disabled item one by one to find out the culprit.

     
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  • Currently Being Moderated
    Sep 16, 2012 6:57 PM   in reply to Manish-Sharma

    Forget to add the second factor ;-

     

    Permissions  :-

     


    You wrote ,

    JWH-NIRC wrote:

     

      The only way to get the programs to "run" is  "Open as Administrator," but several features don't work right. For instance, files cannot be dragged in.

     

     

    This is making me believe to be a a user account specific issue wherein you do not permission to access the required files or use the proper memory-dump.

     

    Please also follow the Kb as it may also help ;-

     

    http://helpx.adobe.com/x-productkb/global/troubleshoot-c-runtime-error s-products.html

     
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  • Currently Being Moderated
    Sep 16, 2012 6:55 PM   in reply to JWH-NIRC

    Does he face the same issue too ?

     
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  • Currently Being Moderated
    Sep 16, 2012 7:20 PM   in reply to JWH-NIRC

    Ohhhh...........I though you are working on a shared computer enviorment.

     

    On Windows 7 there is a hidden admin account similar to root user account on Mac which indeed has full control.

    You are the only user with the admin account that will not provide the complete permission to access all the resources , there will be a limitation from the Windows OS on it internally.

     

    That's why i said , follow http://helpx.adobe.com/x-productkb/global/troubleshoot-c-runtime-error s-products.html

     

    and  reinstall the Runtime components of Visual C++ Libraries

     

    Uninstall Microsoft Visual C++ 2008 Redistributable Package (x86) from Control panel and then install it from

    http://www.microsoft.com/downloads/details.aspx?familyid=9B2DA534-3E03 -4391-8A4D-074B9F2BC1BF&displaylang=en

     
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  • Currently Being Moderated
    Sep 17, 2012 4:27 AM   in reply to JWH-NIRC

    I don't really have an answer for why it doesn't work. I didn't set up the machines at school, and the IT dept. there does some pretty weird stuff sometimes. I do know that all users have admin privileges (that's not new for them), and that they had to abandon remote profiles on the network when they moved to Windows 7 from XP.

     

    It's not clear to me if you are in a heavily networked environment trying to have multiple users work with ID, or if it's just you. Is ID installed locally on each machine?

     
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  • Currently Being Moderated
    Sep 17, 2012 11:59 AM   in reply to Manish-Sharma

    I already tried your suggested method, but unfortunately it did not work. For me, the reproducible issue remains that the Windows TEMP directory is on drive D: (because the primary SSD does not provide enough space). When I create a new user for instance, the problem ceases. But when I change the TEMP folder for that user, all the Adobe apps break again.

     
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  • Currently Being Moderated
    Sep 17, 2012 12:55 PM   in reply to argosy_ops42

    Your setup is not common ,installing the application on the different drive is done by various users and should work but having the TEMP folder on the D:/ itself , hmmmmm........I have to think

     

    What if you change the location of the TEMP folder under the Enviormental Variable and make it default for the D:/ ,where it is actually present

    What if you move the TEMP folder back to C:/ and then check , does applications run fine then.

    Have you just moved the TEMP folder to D:\ or have moved the complete user profile on the D:\ ?

    What was the method you used to move the User Profile (if done) on the D:/ ?

     

    Hard to say it will work in this particular setup with restricted permission on User accout and that to with the TEMP folder and may be user account on different drive all together , but please answer the above question I will see what can be done.

     
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  • Currently Being Moderated
    Sep 17, 2012 2:01 PM   in reply to Manish-Sharma

    Thanks for the reply!

    To answer your questions:

    • Changing the environment variable is what I actually did from the beginning, otherwise no temporary files would be stored to D:
    • If I change the environment variable for TEMP back to "%USERPROFILE%\AppData\Local\Temp" (the default directory), all Adobe apps behave normal again
    • The user profile still resides in its original spot, I did change the location of the libraries to D: though (documents, photos, videos and music)

     

    I can pretty safely say that it is all related to the TEMP environment variable. It seems to me that the glitching apps may use some hardcoded folders instead of using the system's environment variables. CS3 and CS4 did not have the problem. I can't say whether that issue was present in CS5 though, since I skipped that version.

     
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  • Currently Being Moderated
    Sep 17, 2012 2:04 PM   in reply to argosy_ops42

    Ok , I will test it out tomorrow on my machine and if able to replicate then will file the bug.

     
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  • Currently Being Moderated
    Sep 17, 2012 2:38 PM   in reply to argosy_ops42

    argosy_ops42 wrote:

     

    • If I change the environment variable for TEMP back to "%USERPROFILE%\AppData\Local\Temp" (the default directory), all Adobe apps behave normal again
    • The user profile still resides in its original spot, I did change the location of the libraries to D: though (documents, photos, videos and music)

    So what drive is the user profile on? I moved my profiles to the D: drive (which in my case is a data drive -- I don't use an SSD and I install all the programs on C: along with the OS) because I back that one up every night and I don't want to lose what's in the profiles if for some reason I need to rebuild the system from an out of date image (I only image the system drive once a week).

     
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  • Currently Being Moderated
    Sep 18, 2012 9:28 AM   in reply to Peter Spier

    @Peter: the profile itself resides in its default location on C: (C:\Users\ubisoft), which means that the AppData directory, contacts folder and others are present in that location. Only the libraries (documents, music, videos and photos) have been moved to D:. This can be done easily by right-clicking on the folder, selecting its properties and browsing to the tab "path". There you can move the library to any spot, in my case "D:\Users\ubisoft\Music" for instance. I'm not aware that there is any safe way to move the entire profile including its AppData folder around in Windows 7.

     
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  • Currently Being Moderated
    Sep 18, 2012 1:34 PM   in reply to argosy_ops42

    I set mine up when I installed Windows 7 about a year ago (and I don't recall that it was difficult at all -- I didn't use an unattended install, so it might have been the method here: http://www.windows7hacker.com/index.php/2009/05/how-to-change-user-pro file-default-location-in-windows-7/). It's also possible to move a user profile AFTER it's set up using NTFS Junction Points, which seems a bit more complex, but may well be the only option once you've got a user established. You'll find plenty of information and directions for doing the move if you google move user profile to another drive Windows 7.

     
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  • Currently Being Moderated
    Sep 18, 2012 4:37 PM   in reply to JWH-NIRC

    What workarounds are you seeing? I suggested to Argosy-ops42 that he should move his user profile, but I don't think that's a workaround, it's the right thing to do to make his sytem work the way he wants. His situation is very differnt from yours, I think.

     

    Have you opened a support case with Adobe? I would imagine your school has a support contract.

     
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  • Currently Being Moderated
    Sep 28, 2012 5:43 AM   in reply to JWH-NIRC

    Moving the user profile was directed at argosy_ops42. I think your issue is different, but I have to run out for an hour or so. I'll be back...

     
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  • Currently Being Moderated
    Sep 28, 2012 7:27 AM   in reply to JWH-NIRC

    I'm back. Did you ever reinstall the Microsoft Visual C++ 2008 Redistributable Package as suggested earlier by Manish?  If you don't know how to do that, please find someone locally who can help you. It's not difficult, but it does need to be done correctly.

     
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  • Currently Being Moderated
    Sep 29, 2012 5:56 PM   in reply to JWH-NIRC

    Won't hurt to reinstall it, I think. Manish may have some other ideas...

     
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  • Currently Being Moderated
    Sep 30, 2012 5:34 AM   in reply to JWH-NIRC

    I don't want to put words in his mouth, but Manish was pretty specific that it should be the 2008.

     
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  • Currently Being Moderated
    Sep 30, 2012 12:13 PM   in reply to JWH-NIRC

    @JWH-NRC , Ideally you shouldn't be facing the issue but argosy_ops42 made his computer setup pretty much clear in the thread because of which Peter suggested couple of thinks and I was able to test the same with InDesign with a similar setup, so is anything special about how you have setup the computer.

     

    Indeed I was specific for 2008 and in my post# 7 and 12 , I even gave the link from where you can download it. I am not sure if you have followed the previous suggestion of Uninstall and Re-install Visual C++ and this Kb  :-

    http://helpx.adobe.com/x-productkb/global/troubleshoot-c-runtime-error s-products.html

     

    but if you tried the suggestions and have nothing special in your setup like argosy_ops42 then I would recommend you to contact support and get a case created, they will look into the issue and if couldn't help then will escalate to senior level.

     

     

     

    @argosy_ops42 I tried to replicate the issue at our end but was not successful, need too spend some more time on this ////I think there should be 48 hrs in a day///  I have couple of question to narrow it down more :-

     

    1) You have just moved the TEMP environmental variable and the library folder to D:/  or ais their anything else along with these ?

    2) The D:/ is a external drive or a drive created by partition ?

    3) If it is external drive then is it SATA drive ?

     

    @Peter , BTW where is your TEMP environmental variable set, even when you have the complete user profile moved to a different drive.

     
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  • Currently Being Moderated
    Sep 30, 2012 1:16 PM   in reply to Manish-Sharma

    Manish-Sharma wrote:

     

    @Peter , BTW where is your TEMP environmental variable set, even when you have the complete user profile moved to a different drive.

    It traveled with the profile: %USERPROFILE%\AppData\Local\Temp and %USERPROFILE%\AppData\Local\Tmp

     

    I didn't take any action relative to editing any environmental variables when I set up -- just used the method to move the default user account from a dummy admin account used to set up the system, then activated the real Administrator account, deleted the setup account, and added other users as I needed them. I also imported a whole lot of user data into the new profile (mail store and such, and all my Adobe user data), but I don't thinks that's necessarily relevant. As far as Windows and my apps are concerned, the whole thing is totally transparent and behaves as if I had only a single drive.

     
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  • Currently Being Moderated
    Sep 30, 2012 9:38 PM   in reply to JWH-NIRC

    Thanks Peter I tried both , moving User Profile and just the Temp and things were pretty smooth.

     

    @JWH-NIRC,

     

    In my last reply, the link provided has the basic troubleshooting step that fix the issue in most of the cases (unless something is not completely broken) but in my reply I also stated that the link to download C++ is already been shared in my previous post. See post no.# 7 and 12.

     

    KB with some basic troubleshooting :-

     

    http://helpx.adobe.com/x-productkb/global/troubleshoot-c-runtime-error s-products.html

     

    Steps to Uninstall and re-install VC C++ :-

     

    1) Uninstall Microsoft Visual C++ 2008 Redistributable Package (x86) from Control panel

    2) Install it from http://www.Microsoft.com/downloads/details.aspx?familyid=9B2DA534-3E03 -4391-8A4D-074B9F2BC1BF&displaylang=en

     
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  • Currently Being Moderated
    Oct 1, 2012 10:01 AM   in reply to Manish-Sharma

    To avoid any confusion: this reply is directed at Manish-Sharma

    @48 hours day: I know exactly what you're talking about

     

    1) Only the TEMP variable and library folders. Let me give you the details:

    • %TEMP% and %TMP%: D:\temp
    • Pictures: D:\Users\ubisoft\Pictures
    • Documents: D:\Users\ubisoft\Documents
    • Music: D:\Users\ubisoft\Music
    • Videos: D:\Users\ubisoft\Videos
    • Downloads: D:\Users\ubisoft\Downloads
    • AppData (still in original place since that can't be moved easily on Win7): C:\Users\ubisoft\AppData\Roaming\Adobe

     

    That's it, no other customizations.

     

    2+3) It's an internal drive

     
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  • Currently Being Moderated
    Oct 1, 2012 1:40 PM   in reply to JWH-NIRC

    JWH-NIRC wrote:

     

    Thanks. I will begin with the uninstall/install of Visual C++

    The problem is, I have 5 versions of it in the Programs list and don't know which one (or ones) I need to uninstall before I install the version I downloaded.

    I was hoping Manish would come back on this one, but I guess he's busy.

     

    I would uninstall the group of 4 labeled with 2008 just above the 2010 version.

     
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  • Currently Being Moderated
    Oct 1, 2012 1:40 PM   in reply to Peter Spier

    And set a restore point, first....

     
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  • Currently Being Moderated
    Oct 2, 2012 2:53 AM   in reply to JWH-NIRC

    Go ahead and let the update run and try again.

     

    If that doesn't work, I suspect there's other damage to the ID installation and you should try uninstalling, running the clean tool (CS Cleaner Tool for installation problems | CCM, CS6, CS5.5, CS5, CS4, CS3), then reboot, log in as the machine administrator (that account is normally hidden on Windows 7, so you may have to activate it -- you can find direction on Google), then run MSconfig and disable all non-essential startups and services -- especially virus and spyware scanners, browser helpers and toolbars, iTunes and messenger programs -- before rerunning the installer. You can run MSconfig again after the install to restore normal startup and you can re-hide the Administrator account.

     
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