8 Replies Latest reply on Aug 7, 2013 6:14 AM by Jayne Tancred

    InDesign CC crashes on opening

    Jayne Tancred

      Hi there,

       

      I'm only new to CC having recently upgraded from an old CS version (CS3, I think).

       

      At present I am unable to open InDesign - it crashes every time I try, and makes no difference whether I am trying to open an existing file (which was created after the upgrade, so shouldn't have a version issue) or just the application itself with no specific file.

       

      I've already tried installing the latest bug fixes with no result.

       

      Is anyone able to advise a fix for this?

       

      Thanks very much,

      Jayne

        • 1. Re: InDesign CC crashes on opening
          KRupani Adobe Employee

          Hi Jayne,

           

          Please follow the steps mentioned in the below mentioned document.

           

          http://helpx.adobe.com/indesign/kb/indesign-cc-crashing-launch.html

           

          Thanks

          Kapil

          1 person found this helpful
          • 2. Re: InDesign CC crashes on opening
            Jayne Tancred Level 1

            Thanks Kapil, I appreciate your speedy reply.

             

            I've tried all those steps to the best of my ability (didn't get the option on some steps), but the issue is not fixed.

             

            Do you have any other advice for me or can you please direct me to the helpline to call (from Australia).

             

            Cheers,

            Jayne

            • 3. Re: InDesign CC crashes on opening
              vikgupta Adobe Employee

              Hello Jayne,

               

              Would it be possible for you to share some of the files to help us debug the issue.

              These are amt3.log, oobelib.log and PDApp.log files

              You can find these files in:

              Windows OS - in user's temp folder (open explorer and type %temp%)

              Mac OS -  in tmp folder (/tmp folder).

               

              Regards,

              Vikalp

              • 4. Re: InDesign CC crashes on opening
                Jayne Tancred Level 1

                Hi Vikalp,

                 

                Thanks for your help.

                 

                Unfortunately I don't know where to find that folder - can you please explain specifically what you need me to do to access the info you need? (Mac - have tried searching 'tmp' in Finder but nothing relevant seems to come up).

                 

                Apologies, I'm not very technical and am finding your instructions confusing.

                 

                Thanks,

                Jayne

                • 5. Re: InDesign CC crashes on opening
                  vikgupta Adobe Employee

                  Hi Jayne,

                   

                  Sorry for the confusing instructions.

                  On Mac, open finder. On the top of the screen, there is a menu item 'Go'. Click on that and then click on 'Go to Folder...' option. On the box that now appeared, type /tmp and hit enter. You will be in tmp folder now and files should be there.

                   

                  Hope this helps

                   

                  Regards,

                  Vikalp

                  • 6. Re: InDesign CC crashes on opening
                    Jayne Tancred Level 1

                    Thanks Vikalp.

                     

                    I don't see the ones called amt3.log and PDApp.log, but the one called oobelib.log, which reads as below:

                     

                    08/07/13 21:06:52:250 | [INFO] |  |  |  | OOBELib |  |  | 2820 | __OOBELIB_LOG_FILE__

                    08/07/13 21:06:52:329 | [INFO] |  |  |  | OOBELib |  |  | 2820 | *************OOBELib Session Starts*************

                    08/07/13 21:06:52:329 | [INFO] |  |  |  | OOBELib |  |  | 2820 | Version 7.0.0.218,7.0

                     

                     

                    08/07/13 21:06:52:329 | [INFO] |  |  |  | PCDService |  |  | 2820 | PCD Service in non-threaded mode

                    08/07/13 21:06:52:334 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Dispatch table loaded from path: /Applications/Utilities/Adobe Application Manager/P7/dispatchtable.xml

                    08/07/13 21:06:52:394 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | (re)load Local Dispatch Table status-[0].

                    08/07/13 21:06:52:394 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Scope : [2]

                    08/07/13 21:06:52:394 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Setting scope to GM

                    08/07/13 21:06:52:903 | [ERROR] |  |  |  | OPMWrapper |  |  | 2820 | Failed in getting value for key in OPMGetValueForKey

                    08/07/13 21:06:52:903 | [INFO] |  |  |  | OOBELib |  |  | 2820 | Failed to get Proxy username in OPM DB

                    08/07/13 21:06:53:125 | [INFO] |  |  |  | AXFBLicensing |  |  | 2820 | All function pointers successfully retrieved

                    08/07/13 21:06:54:604 | [INFO] |  |  |  | OOBELib |  |  | 2820 | OOBELibImpl::CommitPCD STARTED

                    08/07/13 21:06:54:604 | [DEBUG] |  |  |  | ServiceLoader |  |  | 2820 | looking for library /Applications/Utilities/Adobe Application Manager/P7/adobe_upgrade.framework/adobe_upgrade

                    08/07/13 21:06:54:604 | [DEBUG] |  |  |  | ServiceLoader |  |  | 2820 | Found library /Applications/Utilities/Adobe Application Manager/P7/adobe_upgrade.dylib

                    08/07/13 21:06:55:340 | [INFO] |  |  |  | OOBELib |  |  | 2820 | SN not validated in this session

                    08/07/13 21:06:55:341 | [INFO] |  |  |  | OOBELib |  |  | 2820 | No SN to be remembered

                    08/07/13 21:06:55:341 | [INFO] |  |  |  | OOBELib |  |  | 2820 | User hasn't registered

                    08/07/13 21:06:55:341 | [INFO] |  |  |  | OOBELib |  |  | 2820 | OOBELibImpl::CommitPCD ENDED

                    08/07/13 21:06:55:341 | [INFO] |  |  |  | OOBELib |  |  | 2820 | Closing AdobeIALClient 1.0 Release (build 1.0.6.3) session.

                    08/07/13 21:06:55:341 | [INFO] |  |  |  | OOBELib |  |  | 2820 | *************OOBELib Session Ends*************

                    08/07/13 21:06:58:691 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Dispatch table Not found parallel to binary, looking into P7 folder

                    08/07/13 21:06:58:691 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Dispatch table file doesnot in parallel to binary or inside the binary, falling back to ACF path.

                    08/07/13 21:06:58:691 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Dispatch table loaded from path: /Library/Application Support/Adobe/OOBE/PDApp/P7/dispatchtable.xml

                    08/07/13 21:06:58:692 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | (re)load Local Dispatch Table status-[0].

                    08/07/13 21:06:58:692 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Scope : [2]

                    08/07/13 21:06:58:692 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Setting scope to GM

                    08/07/13 21:06:58:692 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | EndPoint requested: [IdentityManagement]

                    08/07/13 21:06:58:692 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Length of the URL: [30]

                    08/07/13 21:06:58:693 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Returning from getEndpointAddr: [0]

                    08/07/13 21:06:58:693 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | EndPoint requested: [IdentityManagement]

                    08/07/13 21:06:58:693 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Length of the URL: [30]

                    08/07/13 21:06:58:693 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | URL found [https://ims-na1.adobelogin.com]

                    08/07/13 21:06:58:693 | [INFO] |  |  |  | DispatchClientLib |  |  | 2820 | Returning from getEndpointAddr: [0]

                    08/07/13 21:07:06:268 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | Dispatch table Not found parallel to binary, looking into P7 folder

                    08/07/13 21:07:06:268 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | Dispatch table file doesnot in parallel to binary or inside the binary, falling back to ACF path.

                    08/07/13 21:07:06:298 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | Dispatch table loaded from path: /Library/Application Support/Adobe/OOBE/PDApp/P7/dispatchtable.xml

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | (re)load Local Dispatch Table status-[0].

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | Scope : [2]

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | Setting scope to GM

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | EndPoint requested: [IdentityManagement]

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | Length of the URL: [30]

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | Returning from getEndpointAddr: [0]

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | EndPoint requested: [IdentityManagement]

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | Length of the URL: [30]

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | URL found [https://ims-na1.adobelogin.com]

                    08/07/13 21:07:06:299 | [INFO] |  |  |  | DispatchClientLib |  |  | 4665 | Returning from getEndpointAddr: [0]

                    08/07/13 21:12:24:140 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | Dispatch table Not found parallel to binary, looking into P7 folder

                    08/07/13 21:12:24:140 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | Dispatch table file doesnot in parallel to binary or inside the binary, falling back to ACF path.

                    08/07/13 21:12:24:140 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | Dispatch table loaded from path: /Library/Application Support/Adobe/OOBE/PDApp/P7/dispatchtable.xml

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | (re)load Local Dispatch Table status-[0].

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | Scope : [2]

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | Setting scope to GM

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | EndPoint requested: [IdentityManagement]

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | Length of the URL: [30]

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | Returning from getEndpointAddr: [0]

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | EndPoint requested: [IdentityManagement]

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | Length of the URL: [30]

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | URL found [https://ims-na1.adobelogin.com]

                    08/07/13 21:12:24:141 | [INFO] |  |  |  | DispatchClientLib |  |  | 4664 | Returning from getEndpointAddr: [0]

                     

                    Thanks,

                    Jayne


                    • 7. Re: InDesign CC crashes on opening
                      vikgupta Adobe Employee

                      Hi Jayne,

                       

                      Will it be possible for you to have an online connect session and then we can try debug the issue.

                      I will share the details with you on a separate email, if that's fine with you.

                       

                      Regards,

                      Vikalp

                      1 person found this helpful
                      • 8. Re: InDesign CC crashes on opening
                        Jayne Tancred Level 1

                        Thanks Vikalp, that would be great.

                         

                        Cheers,

                        Jayne