15 Replies Latest reply: Oct 23, 2011 6:38 PM by Vicky1314 RSS

    device central 5.5 keep crashing.. why?

    sbmannkoh

      once device centraol 5.5 started, i clicked "Connect to online library".. a dialog appear.. "loading 0-799" .. then suddenly it crashes and simply close the program..

       

      Please advise .. how to fix it.. need to do some testing via flash cs5.5

       

      On the same machine, i have installed device central 4, and could see the online library perfectly.  But i cant use Device central 4 to test Flash cs5.5 work.

       


      Thanks

      Ann

        • 1. Re: device central 5.5 keep crashing.. why?
          jsnandi Community Member

          Hi Ann,

           

          What you can try is to delete or rename the "Adobe Device Central CS5.5" user folder.

           

          Depending on your OS, the folder can be found here:

          • Windows XP: C:/Documents and Settings/<Username>/Local Settings/Adobe/Adobe Device Central CS5.5
          • Windows Vista: C:/Users/<Username>/AppData/Local/Adobe/Adobe Device Central CS5.5
          • Mac OS: Volumes/<Users>/<Username>/Library/Application/Adobe//Adobe Device Central CS5.5

           

          If the crashes continue, then we will need to investigate further.

           

          Thanks,

          Nandi

          • 2. Re: device central 5.5 keep crashing.. why?
            sbmannkoh Community Member

            Hi Nandi,

             

            i have located the directory on my C:drive and delete it.

             

            When i restart device Central 5.5, it shows initialising and it rebuilds the directory.  However it still hangs, this time round showing device 0-802...

             

            Could it be any of these factors?

            - an older version of CS4 running on the same machine?

            - memory issues?

            - running on windows 7

             

            Alternatively, i realise the device directory stores the xml files of all the devices.  Is there any url where i can download a zip containing all the xml and then extract and put them into the device directory.

             

            Thanks for your help

            Ann

            • 3. Re: device central 5.5 keep crashing.. why?
              jsnandi Community Member

              Hi Ann,

               

              In the same location where you deleted the "Adobe Device Central CS5.5" folder, look for the "Adobe Device Central CS4" folder and rename it, and then try again and see if it helps.

               

              Thanks,

              Nandi

              • 4. Re: device central 5.5 keep crashing.. why?
                sbmannkoh Community Member

                Hi Nandi,

                 

                tried the following but still same result.. crash and close app while updating

                 

                1. delete cs5.5 and copy cs4 directory

                2. copy cs4 and rename as cs5.5

                3. delete cs5.5, start device central, and copy device directory and device.txt from cs4 over to new cs5.5

                 

                 

                I notice, cs4, device.txt show 129 .. but cs5.5 device.txt show 299.  And in both method 2 and 3.. the device.txt automatically updates to 299 once i start apps.

                 

                If you have a cs5.5 directory that is working, maybe can send over as a zip.. I try to extract and try to load the apps.

                 

                Thanks

                Ann

                • 5. Re: device central 5.5 keep crashing.. why?
                  jsnandi Community Member

                  Please don't copy from CS4 to CS5.5, that is destined to create problems

                   

                  Once again, rename or delete CS5.5 and CS4 folders, make sure that both applications are not launched at that time, then launch CS 5.5. Lets give this a try and let me know

                  • 6. Re: device central 5.5 keep crashing.. why?
                    sbmannkoh Community Member

                    hi nandi,

                     

                    tried it.. rename both device central cs4 and cs5.5 directory, restart cs5.5 still same .. hang and close apps

                     

                    any other thing to try?

                     

                    thanks for the help

                    Ann

                    • 7. Re: device central 5.5 keep crashing.. why?
                      jsnandi Community Member

                      Hi Ann,

                       

                      I got these instructions from our team:

                       

                      1. quit all adc instances
                      2. Delete ADC CS5.5 folder C:/Users/<Username>/AppData/Local/Adobe/Adobe Device Central CS5.5
                      3. Rename ADC CS4 folder C:/Users/<Username>/AppData/Local/Adobe/Adobe Device Central CS4 To "_Adobe Device Central CS4"
                      4. Launch ADC CS 5.5

                       

                       

                      You ca give it a try

                       

                      We are still looking into your issue and will let you know if we have more advice and/or workarounds

                       

                      Thanks,

                      Nandi

                      • 8. Re: device central 5.5 keep crashing.. why?
                        sbmannkoh Community Member

                        hi nandi,

                         

                        tried the method suggested above, still same problem.

                         

                        if there is any other way, please help.  I am really stuck.

                         

                        Thanks

                        Ann

                        • 9. Re: device central 5.5 keep crashing.. why?
                          jsnandi Community Member

                          Hi Ann,

                           

                          Really sorry to hear of your problem. It is the first such case that we are hearing of and since our workaround suggestions are not helping, we are s bit in the dark about the it.

                           

                          To help us investigate, can you please list as many details as possible about the machine that you ae using?

                           

                          Details like..

                          • OS name and Service Pack version
                          • 32 or 64 bit?
                          • How many versions of Creative Suite simultaneously installed, or whether upgraded?
                          • Connection type, whether in a company intranet with restrictions (if so can you try a different network?)
                          • Does Device Central of another version function?
                          • Any other Adobe product that is causing similar problems?

                           

                          We will try hard to figure out what might be causing the problem. Presently we are unable to provide/suggest any other workaround than the ones already discussed.

                           

                          Thanks,

                          Nandi

                          • 10. Re: device central 5.5 keep crashing.. why?
                            sbmannkoh Community Member

                            Details as requested :

                            • OS name and Service Pack version- Windows 7 Enterprise

                            • 32 or 64 bit?- 64-bit Operating System

                            • How many versions of Creative Suite simultaneously installed, or whether upgraded?2 version installed (Adobe Master Collection CS4 and CS5.5)> * Connection type, whether in a company intranet with restrictions (if so can you try a different network?)Company Intranet with some firewall (have not tried other network).

                            • Does Device Central of another version function?yes CS4 version is working fine

                            • Any other Adobe product that is causing similar problems?So far, using Flash, Dreamweaver and Photoshop cs 5.5  - all working fine.

                            Thanks for your helpAnn

                             

                            Date: Thu, 28 Jul 2011 03:01:31 -0600

                            From: forums@adobe.com

                            To: koh_ann@hotmail.com

                            Subject: device central 5.5 keep crashing.. why?

                             

                            Hi Ann,

                             

                            Really sorry to hear of your problem. It is the first such case that we are hearing of and since our workaround suggestions are not helping, we are s bit in the dark about the it.

                             

                            To help us investigate, can you please list as many details as possible about the machine that you ae using?

                             

                            Details like..

                            • OS name and Service Pack version

                            • 32 or 64 bit?

                            • How many versions of Creative Suite simultaneously installed, or whether upgraded?

                            • Connection type, whether in a company intranet with restrictions (if so can you try a different network?)

                            • Does Device Central of another version function?

                            • Any other Adobe product that is causing similar problems?

                             

                            We will try hard to figure out what might be causing the problem. Presently we are unable to provide/suggest any other workaround than the ones already discussed.

                             

                            Thanks,

                            Nandi

                            >

                            • 11. Re: device central 5.5 keep crashing.. why?
                              jsnandi Community Member

                              Hi Ann

                               

                              Thanks for providing the information.

                               

                              If the crash is always reproducible, and you have the time to go through the steps described here "Creating Windows Mini-Dumps" http://kb.acronis.com/content/2191 to create a log and post/send it, we can then have a closer look at it and maybe be able to suggest a solution or at least provide you with an explanation.

                               

                              Also, if you have a possibility of trying to connect to another internet connection, outside your company net, it would be worth a try to see if the same problem occurs.

                               

                              As already mentioned, since this is the first time we are hearing of such a problem, we are unfortunaletly unable to provide you with any sure solution yet.

                               

                              Thanks for your patience

                               

                              Nandi

                              • 12. Re: device central 5.5 keep crashing.. why?
                                sbmannkoh Community Member

                                hi Nandi,

                                i have tried with another internet connection and it works!!!

                                Thanks so much for all the help.Ann> Date: Mon, 1 Aug 2011 06:58:34 -0600

                                From: forums@adobe.com

                                To: koh_ann@hotmail.com

                                Subject: device central 5.5 keep crashing.. why?

                                 

                                Hi Ann

                                 

                                Thanks for providing the information.

                                 

                                If the crash is always reproducible, and you have the time to go through the steps described here "Creating Windows Mini-Dumps" http://kb.acronis.com/content/2191 to create a log and post/send it, we can then have a closer look at it and maybe be able to suggest a solution or at least provide you with an explanation.

                                 

                                Also, if you have a possibility of trying to connect to another internet connection, outside your company net, it would be worth a try to see if the same problem occurs.

                                 

                                As already mentioned, since this is the first time we are hearing of such a problem, we are unfortunaletly unable to provide you with any sure solution yet.

                                 

                                Thanks for your patience

                                 

                                Nandi

                                >

                                • 14. Re: device central 5.5 keep crashing.. why?
                                  aosis404

                                  I also have such a situation,But has been resolved

                                  thank you