5 Replies Latest reply on Oct 16, 2014 9:04 AM by Bo LeBeau

    InDesign Cannot open the document

    InDesignHurtsMyFeelings

      Hi All,

       

      I have some very cranky Graphic Designers wanting new macs. (Current ones are < 6 months old and they believe new hardware will fix the issue...).

      We are using 3 new iMacs.

      The macs have passed diagnostic tests.

      We use Font Agent Pro.

      We have fully re-installed InDesign, Creative Cloud. Bought a new Mac and setup yet to have the same problems.

       

      We have been struggling with issues with InDesign in our company for a few months now. It has been playing up and we can't work out why.

       

      When opening INDD documents from our Windows 2012 R2 server, users more frequently than not get errors relating to

      Screen Shot 2014-10-16 at 4.31.54 pm.png

      Screen Shot 2014-10-16 at 4.42.17 pm.png

      "Cannot open the document

      <INDDname>. You may not have permission or the document may be open already. For Multi-User access, close the file and then lock it using the File > Get Info command in the finder.

      <OK>"

       

      Very rarely the file will open. Permissions are correct. We have made public folders and working with just 1 user tried opening a new copy of an INDD file to eliminate permissions. It may open once then will be quite difficult to open after that. The server does not report the INDD or its resources as open. We have also tried locking the files prior to opening. No change. Sometimes just having the get info dialogue open seems to raise the chances the file will open.

       

      I really need some assistance in the next step of troubleshooting. Will anything provide detailed logs that may help? I just need the next spot to look!

        • 1. Re: InDesign Cannot open the document
          Eugene Tyson Adobe Community Professional & MVP

          Sounds like something on your server, which I'm not wholly familiar with.

           

          I think it's more of  Windows Tech forum you're looking for - or consult your IT department, or an IT specialist.

           

          InDesign creates "IDLK" which is an InDesign Lock File which is generated in the same location as the indesign, it's a hidden file.

           

          Once the InDesign file is open, the IDLK temp file is created, this is to prevent additional people opening the file, as only 1 person is permitted to open a document at any one time.

           

          If the IDLK files are not being removed from the server when you close the file, then that would prevent another user from opening the file.

          • 2. Re: InDesign Cannot open the document
            Bo LeBeau Level 4

            I think you very cranky graphics designers are barking up the wrong tree.

             

            Like Eugene, I believe the problem is with the server, not the brand new Macs.

             

            Have you tried manually moving a closed file from the server to the desktop of one of the Macs and attempted to open the file on the desktop rather than the server version?

            This is just for a test, not a permanent solution.

             

            Also have you updated Font Agent Pro to the latest version to work with CC2014? This shouldn't the source of your problems, but it should be updated anyway.

             

            You need to get an IT specialist that is familiar with Macs and Windows 2012 R2 servers

            • 3. Re: InDesign Cannot open the document
              InDesignHurtsMyFeelings Level 1

              Hi,

               

              Firstly I am thoroughly disappointed with both responses, at no time have either one of you even tried to trouble shoot the issue instead pass the blame and insist we get specialised IT help. All my staff are of the highest caliber and we are only contacting you as we have eliminated all possible other outcomes and require additional help.

               

              We have several other Mac users using the same setup and only one Mac is the issue. Font pro is updated to the latest version including everything on both Mac and server.

               

              Can this issue along with email chain be passed onto your managers to get this escalated to a technician who actually wants to help.

               

              I am truly disappointed with adobes responses and would appreciated a phone call from a manager to discuss this issue and how Adobe will help resolve this.

               

              Keven larsen

              IT manager

               

              0458888985

               

              Sent from my iPhone

              • 4. Re: InDesign Cannot open the document
                Eugene Tyson Adobe Community Professional & MVP

                This is a user to user forums. People who respond here are just users of InDesign who volunteer on the forums - we are not Adobe staff, nor affiliated with Adobe in anyway.

                 

                Adobe staff do frequent the forums on some occasions, and you might be lucky that one appears here to help. But the forums are not monitored by Adobe staff to a level of support.

                 

                I can give you advice and troubleshoot InDesign, but I can't troubleshoot your IT equipment, operating system or possibly suggest anything for a system I am not familiar with.

                • 5. Re: InDesign Cannot open the document
                  Bo LeBeau Level 4

                  As Eugene explained, we are just InDesign users like yourself. No affiliation with Adobe in any way, shape or form. This is a public forum and NOT tech support.

                   

                  You mentioned:

                  We are using 3 new iMacs...... Bought a new Mac and setup yet to have the same problems.

                  This certainly gives the impression that all 4 Macs are having the same issue

                   

                  However, in a later post you mentioned: We have several other Mac users using the same setup and only one Mac is the issue.

                   

                  Are all Macs running the exact same version of the OS? And are they all using the exact same version of InDesign. (note that Indesign CC is a different version than InDesign CC 2014)

                  With the Creative cloud, users can install: InDesign CS6, InDesign CC, and Indesign CC 2014. These are 3 different versions.

                   

                  You mentioned: We have been struggling with issues with InDesign in our company for a few months now.

                  Have you picked up the phone and called Adobe Tech Support? Why not? You have the latest version and are entitled to free tech support.

                   

                  While most Tech support has been outsourced to India, if they just read from a script and can't solve your problem,demand to speak to a supervisor to escalate the issue.

                  Don't take their word that someone will call you back in 24 hours. The forums are full of complaints about unreturned calls.

                  Hopefully you will be escalated to someone who actually can solve your problem, either in India or the US.

                   

                  Good Luck!