One of my users was recently upgraded from CS5 to Design and Web Premium CS6. The first issue is that the InDesign program crashes for no apparent reason from time to time. Secondly, the InDesign program will not retain any preferences. If the program crashes and is restarted, the preferences are lost. Also, if the program is closed normally and reopened, the preferences are lost. This started happening about one month ago and prior to that, there were no problems.
I have searced the forums and internet for a solution and while I've been able to find similar issues with other users, I cannot find a resolution. Re-installaiton of the program has not produced a resolution. Can anyone assist with this frustrating problem.
We cannot know. You are not providing any system info or other details. Preferences not being retained means the user has no permissions to store them or an external tool is interfering. Since you seem to speak of multiple users, we can only conclude you mean your office's workgroup which would make the first somewhat likely. Would also explain the crashes - the user simply doesn't have permissions to access certain stuff and the program goes haywire over it.
Mylenium...Please let me know what kind of information you require. The system is Windows 7 Professional (64BIT). The end user has local administrative rights. "External Tool" interfering with the program? Can you please explain what sort of external tool would interfere with the program? This problem did not occur until the program was upgraded from CS5 to CS6.
As I stated above, I've seen other issues that fall in line with this problem in this forum as well as others. However, I have not seen any resolution to the problem.
Listen Peter. I know you are attempting to help and I appreicate it. I avoid forums for this reason. Well meaining people tend to throw darts in the dark. All I'm looking for is someone from Adobe to tell me why a program that has been working wonderfully for nearly 2 years all of a sudden starts crashing and losing preferences. If you're saying that the user profile (I'm assuming you're speaking of the InDesign profile) must be stored in a specific location, then please provide that information. I can tell you this, the user did not MOVE his InDesign Profile to a location other than the programs default location.
The user profile, as far as I know, needs to be stored locally, not on a network server, for ID to function correctly.
It's not entirely clear from your original post, at least not to me, that CS6 has been working wonderfully, and it certainly hasn't been doing so for 2 years. You user's CS5 and CS6 installations are entirely separate from each other.
If you don't mind answering some more questions perhaps we can figure out what the problem is.
Does ID exhibit the same behavior if you create a new user account in the admisitrators group?
Have you tried repalcing the prefs? See Replace Your Preferences
Is there a font manager installed?
What else is running in the background? Anti-virus, malware scanner, messengers, browsers...
What folder is ID installed in?
All I'm looking for is someone from Adobe to tell me why a program that has been working wonderfully for nearly 2 years all of a sudden starts crashing and losing preferences
Two years? ID CS6 shipped less than a year ago. Further, this is a user to user forum. If you want an answer from Adobe contact them directly and have your credit card handly.
Peter...Thanks for your reply
So does that mean you're not really looking for help and won't provide information to help us help you? We are not "throwing darts inthe dark" here, we're trying to learn as much as we can about your system configuration and what you have already tried so we can get on with what are likely to be helpful responses. Windows itself provides almost nothing in the way of useful information about crashes or other failures, but we are real world users with a good deal of collective experience regarding common, and not so common issues.
Bob...Thanks for your help. The computer has had InDesign for nearly 2 years. My quesiton states that we went from CS5 to CS6. Sorry I wasn't clear about that however that is not the issue. The question concerned the program crashing and losing settings any time it was closed and reopened.
Peter...Thanks for your help. I am not an Adobe product user. My hopes were that someone would have seen this in the past or had a more targeted approach to what may be causing the issue. I know how to troubleshoot software and hardware issues and I've utilized outside resources in the past. Suffice it to say that I've ruled out the virus protection, firewall settings, browser version, external devices, Windows Services and any information gained from the system logs.
If I've reached a dead end, I understand. Not all issues have a viable solution. If I had a nickle for every time I had to reconfigure an operating system due to the unexplained, I could retire early.
Thanks again everyone for the helping hand.
As I said before, your CS5 experience and installation have nothing at all to do with CS6.
Crashing can be casued by a lot of different things, and it's easier if we ask YOU to tell us what might be running that we've seen to be a problem than to give you a laundry list of known and suspected conflicts.
Check your fonts. Bad fonts are the number one cause of program crashing in ID, but they are hardly the only cause.
If ID closes without saving prefs you have a permissions issue. If it crashes there's no way to save the prefs.
Lisa, All the Adobe experts on here are useless. They bombard you with questions and theories. I'm an IT operations guy who is tasked with solving problems and software issues. I usually accomplish this by process of elimination. Most of these people are application users who call the IT Operations people to solve their problems when stuff like this happens.
HERE is what I did to correct the problem. I backed up all of the users windows profile settings to another folder. Then I deleted the windows user profile for the end user. He then logged back into the PC and his profile was recreated. He then was able to configure his InDesign settings. Those settings and preferences are now being retained when he logs off, shuts down, restarts, etc...
I know it's not the preferred solution, but only a slight setback. The key is to make sure you have saved/backed up all of the users data and settings from their user profile in windows.
I'm sorry Pete...I didn't quite get your response. Can you reboot into safe mode, disable all drivers, turn off your virus protection, uninstall the latest service pack and then reinstall it, check your fonts because bad fonts can cause problems in getting responses through.
Pete...I don't disrespect you. I DON'T EVEN KNOW YOU. I'm sure that your intentions are always legit and that you truly TRY to help people. My only issues are that I came her for help and would rather have a dozen people shrug their shoulders and say "IDUNNO" rather than getting the same old questions about drivers, service packs, virus protection, firewalls or first born male childs birthdate. While I may have been aggressive in looking for a solution....I did find your responses to be a bit patronizing and belittling. I do not disrespect you.
A different philosophy? ABSO-FREAKING-LOUTLEY!!! I'm more of a "fix the problem guy". Forget the amputation...put the poor ******* out of his misery and perform a Frankenstein ritual to bring him back to life (My analogy for a quick re-image from my deployment server). Fortunately for me, I was able to solve the issue by simply recreating a user profile.
Once again, thanks Pete for you response.
Perhaps if you had mentioned that you'd already tried the diagnostic steps when you posted (you mentioned a reinstall didn't work, but that has no bearing on bad prefs unless you actuall delete them during an uninstall) you'd have gotten the answer (or no answer) you wanted. We actually try to help people here -- including IT pros who come here when they are stumped -- and we have a very good record of success. When people don't tellus off the bat that they've already go the latest patches installed, etc. it's only natural that we ask to find out wahtthe current state of affairs really is. It's like asking if the computer is actually plugged in and turned on when you get a call saying it won't boot.
Fortunately for me...
"...and thanks to your mentions of user profile issues in posts 7 and 12..."
...I was able to solve the issue by simply recreating a user profile.
Once again, thanks Pete for you response.
Sorry Bob...You're right...that was uncalled for. I apologize to all of you for using this forum to voice my frustrations. End users look to my department to fix problems and put them back in business. I utilize many online forums such as Experts Exchange, ITguru, fixit and techgeeks, I got nowhere with this issue. That is what led me to the Adobe Forums in the hopes that people who actually use the product would have a quick fix.
Bottom line is, the problem is resolved and hopefully Lisa can fix her issues as well. In addition, my solution can now be added to your knowledge base for future frustrated users. Once again, I apologize for my rude behavior. Hopefully, that says more about me than what was thought before.