13 Replies Latest reply: Oct 21, 2014 8:14 AM by My1k

Frame won't start - 0xc0000005 error clash with ntdll.dll

My1k Oct 8, 2014 12:40 PM

Good day everyone,

After installing Framemaker 12, I cannot start the program. Windows 7 Enterprise gives me an error 0xc000005. Looking at the event viewer, there is a clash with windows file ntdll.dll. If I start Windows in safe mode, I can start Framemaker. Same with safe mode with networking. I tried turning off all services and system settings to no avail.

I have all the most recent patches for Windows and Frame, tried every option out there on the Internet and Can't get it to work.

Has anyone else encountered or heard of this? I thought I'd ask the users at large before giving in to contact Adobe and Windows support.

I'm looking for any other options to start and use Framemaker. Running it only in Safe Mode won't do, as I can't print and the video is way too big.

Thanks

_Don

1. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

Jeff_Coatsworth Oct 8, 2014 1:04 PM (in response to My1k)

Did you install it with full admin rights?
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2. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

My1k Oct 8, 2014 1:28 PM (in response to Jeff_Coatsworth)

Yes, I have full admin rights on the system.
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3. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

Jeff_Coatsworth Oct 8, 2014 1:37 PM (in response to My1k)

Any anti-virus settings killing .exe processes?
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4. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

My1k Oct 9, 2014 6:14 AM (in response to Jeff_Coatsworth)

I disabled all AV and any other TSRs or services that could be a problem. I"m not sure what else I can disable to make it work.
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5. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

Jeff_Coatsworth Oct 9, 2014 6:23 AM (in response to My1k)

Is it blowing up right away when you launch just FM (not a .fm or .book)? See if it stops at any particular point in its launch sequence – you may have a damaged Linguistics folder
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6. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

My1k Oct 9, 2014 6:32 AM (in response to My1k)

Blowing up right away. I don't even get a splash screen. As in double-click icon, error.
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7. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

Jeff_Coatsworth Oct 9, 2014 6:38 AM (in response to My1k)

Try an uninstall/re-install? If that’s doesn’t fix it, contact Adobe Support
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8. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

My1k Oct 9, 2014 6:50 AM (in response to Jeff_Coatsworth)

Yeah, I tried the install thing a few different times in different ways - in safe mode, with various things turned off. I guess I'm calling Support.
This is ridiculous.
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9. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

Jeff_Coatsworth Oct 9, 2014 6:55 AM (in response to My1k)

You must have something specific to your machine or environment otherwise the forums would be swamped with similar issues. Please report back with the solution when you find it.
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10. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

Arnis Gubins Oct 9, 2014 7:55 AM (in response to My1k)

Don,

Typically 0xc0000005 errors are due to system file corruption, faulty hardware (RAM) or a driver issue.

You can run SFC /SCANNOW Command - System File Checker to check for any system file corruption.

To check for any memory errors, you can try the Windows Memory Diagnostics tool (see: Memory Diagnostics Tool - Windows 7 Help Forums)

There's also the possibility that some malware has snuck into your installation.
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11. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

Error7103 Oct 9, 2014 12:32 PM (in response to My1k)

> ntdll.dll

You might right-click on C:\WINDOWS\system32\ntdll.dll
and report Version > File Version

There are nearly 2500 entry points (API calls) in the various versions of NTDLL, so it's impossible to guess which function call may be triggering the crash. But if your NTDLL has been replaced by an incompatible version, that might be apparent (but doubtful, as probably everything that runs on post-NT Windows calls at least one API in this DLL). This assumes that FM is invoking the installed standard NTDLL on the machine. Thanks to Side-by-Side assemblies in Win98 and later, FM might be invoking it's own (older) version.

You might also look in C:\WINDOWS\WinSxS\Manifests
and see if there's any evidence of a manifest file for Adobe Framemaker
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12. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

My1k Oct 10, 2014 7:27 AM (in response to My1k)

More info. I had the IT guys look into this. The good news, is he gets the same problem, so its not just me :-)

So it may be something with the way the corporate systems are configured - something that internally is not loaded or turned off or whatever, that Framemaker needs. Some more investigation is underway.
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13. Re: Frame won't start - 0xc0000005 error clash with ntdll.dll

My1k Oct 21, 2014 8:14 AM (in response to My1k)

I just realised I never completed this. It was an issue with the policies used within the company. They are still not sure which bit is the issue, but I have a special policy so Framemaker can talk to the Internet and I can get on with my work.
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