InDesign CC 2017 crashing on startup

[b2oleary]

Getting the following when opening up InDesign CC 2017:

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: InDesign.exe

  Application Version: 12.0.0.81

  Application Timestamp: 57f545c7

  Fault Module Name: HYPERLINKS PANEL.APLN

  Fault Module Version: 12.0.0.81

  Fault Module Timestamp: 57f54f9a

  Exception Code: c0000005

  Exception Offset: 000000000000f029

  OS Version: 6.1.7601.2.1.0.256.4

  Locale ID: 1033

  Additional Information 1: 2b99

  Additional Information 2: 2b996f7605e15115a26c4b50879e8d56

  Additional Information 3: a7e0

  Additional Information 4: a7e02ecc09ecbcd5775340ffc890b233

I've tried uninstalling/reinstalling multiple times, using the Creative Cloud cleanup utility, and deleting the Adobe folders from the C:\ drive and registry.  Still stuck at the same point.

Thanks in advance!

[SanyamTalwar · Accepted solution]

Hi,

Can you please provide following information:

• Is it document specific? Send me the document?
• Screen recording to demonstrate the issue after clearing cache and preference
• Crash dump

You can create the crash dump for windows using the following method:

1) Start Task Manager. To do this, use one of the following methods:

• Right-click an empty area of the task bar, and then click Start Task Manager.

• Press CTRL+SHIFT+ESC.

2) Click the Processes tab.

3) Right-click the name of the process(InDesign, in this case) that you want, and then click Create Dump File.

Note: If you are prompted for an administrator password or confirmation, type your password or click Continue.

A dump file for the process is created in the following folder:

Drive: \Users\Username\AppData\Local\Temp

4) When you receive a message that states that the dump file was successfully created, click OK.

Please follow the step to clear preference and cache

• InDesign Preference:

Windows XP: C:\Documents and Settings\<USER>\Application Data\Adobe\InDesign\<Version #>\<language>\  (Note: Prior to version 6 [CS4] the language folder is not used).

Windows Vista or Windows 7: C:\Users\<USER>\AppData\Roaming\Adobe\InDesign\<Version #>\<Language>\ (Note: Prior to version 6 [CS4] the language folder is not used).

Macintosh: Hard Drive/Users/<USER>/Library/Preferences/Adobe InDesign/<Version #>/<Language>

• InDesign Cache:

Windows XP: C:\Documents and Settings\<USER>\Local Settings\Application Data\Adobe\InDesign\<Version #>\<Language>\Caches\ (Note: Prior to version 6 [CS4] the language folder is not used).

Windows Vista or Windows 7: C:\Users\<USER>\AppData\Local\Adobe\InDesign\<Version #>\<Language>\Caches\  (Note: Prior to version 6 [CS4] the language folder is not used).

Macintosh: Hard Drive/Users/<USER>/Library/Caches/Adobe InDesign/<Version #>/<Language>/ (Note: Prior to version 6 [CS4] the language folder is not used).

[b2oleary]

Hi Sanyamt,

Thanks for the reply.  It is not document specific, as I am just trying to launch the program, not opening any documents.

I'll try clearing cache, doing a screen recording, and grabbing the crash dump for you shortly.

Thanks,

Brian

[igori15135147]

Hi!

Can you please tell me was the problem solved?

I have the same issue here. Clearing the cache hasn't worked for me...