23 Replies Latest reply on Apr 6, 2017 3:22 AM by robertm80023666

    My indesign keeps crashing and corrupting my files. Please help

    vickij53002047

      My indesign keeps crashing and corrupting my files.

      This is on going and we cant seem to find a solution or reason to why it is doing this.

        • 1. Re: My indesign keeps crashing and corrupting my files. Please help
          Derek Cross Level 6

          Which version of InDesign, and which operating system?

           

          Have you tried resetting your InDesign preferences:

          Close and relaunch InDesign, and IMMEDIATELY hold down Ctrl + Alt + Shift (Windows) or Cmd + Ctrl + Opt + Shift (Mac), and respond in the affirmative to the dialog asking if you really want to replace the preferences. You must be extremely fast on the keyboard (if you don’t see the confirmation prompt, you were too slow!)

          • 2. Re: My indesign keeps crashing and corrupting my files. Please help
            vickij53002047 Level 1

            Hi there

             

            I've tried your suggestion below, but it's still crashing. We are 6 users who all experience the same problem constantly and it's affecting our productivity.

             

            I'm using InDesign CC2015 (2015.2 Release/11.2.0.99 Build) on Mac OS El Capitan 10.11.3.

             

            Thank you.

             

            Please see error report below:

             

             

            Process:               Adobe InDesign CC 2015 [987]

            Path:                  /Applications/Adobe InDesign CC 2015/Adobe InDesign CC 2015.app/Contents/MacOS/Adobe InDesign CC 2015

            Identifier:            com.adobe.InDesign

            Version:               11.2.0.99 (11200)

            Code Type:             X86-64 (Native)

            Parent Process:        ??? [1]

            Responsible:           Adobe InDesign CC 2015 [987]

            User ID:               501

             

            Date/Time:             2016-04-13 10:34:16.929 +0200

            OS Version:            Mac OS X 10.11.3 (15D21)

            Report Version:        11

            Anonymous UUID:        4A429C73-E14A-539D-E3F0-8F7FC17FA1EA

             

             

            Time Awake Since Boot: 7400 seconds

             

            System Integrity Protection: enabled

             

            Crashed Thread:        0  Dispatch queue: com.apple.main-thread

             

            Exception Type:        EXC_BAD_ACCESS (SIGSEGV)

            Exception Codes:       KERN_INVALID_ADDRESS at 0x0000000000000000

            Exception Note:        EXC_CORPSE_NOTIFY

             

            VM Regions Near 0:

            -->

                __TEXT                 0000000105dee000-0000000105df3000 [   20K] r-x/rwx SM=COW  /Applications/Adobe InDesign CC 2015/Adobe InDesign CC 2015.app/Contents/MacOS/Adobe InDesign CC 2015

             

            Application Specific Information:

            Performing @selector(dispatchMenuSelection:) from sender DVAMacMenuItem 0x7f9cf3623090

             

            Global Trace Buffer (reverse chronological seconds):

            14.624465    CFNetwork                 0x00007fff89800a5b TCP Conn 0x7f9cd90ebee0 SSL Handshake DONE

            15.344815    CFNetwork                 0x00007fff89800937 TCP Conn 0x7f9cd90ebee0 starting SSL negotiation

            15.345027    CFNetwork                 0x00007fff897ff303 TCP Conn 0x7f9cd90ebee0 complete. fd: 69, err: 0

            15.345179    CFNetwork                 0x00007fff8988db1d TCP Conn 0x7f9cd90ebee0 event 1. err: 0

            15.707076    CFNetwork                 0x00007fff897fe5d3 TCP Conn 0x7f9cd90ebee0 started

            16.142349    CFNetwork                 0x00007fff89800a5b TCP Conn 0x7f9cdb554ab0 SSL Handshake DONE

            16.862659    CFNetwork                 0x00007fff89800937 TCP Conn 0x7f9cdb554ab0 starting SSL negotiation

            16.862799    CFNetwork                 0x00007fff897ff303 TCP Conn 0x7f9cdb554ab0 complete. fd: 69, err: 0

            16.863041    CFNetwork                 0x00007fff8988db1d TCP Conn 0x7f9cdb554ab0 event 1. err: 0

            17.457137    CFNetwork                 0x00007fff897fe5d3 TCP Conn 0x7f9cdb554ab0 started

            322.470944   CFNetwork                 0x00007fff89800a5b TCP Conn 0x7f9cf695d8a0 SSL Handshake DONE

            322.878591   CFNetwork                 0x00007fff89800937 TCP Conn 0x7f9cf695d8a0 starting SSL negotiation

            322.878711   CFNetwork                 0x00007fff897ff303 TCP Conn 0x7f9cf695d8a0 complete. fd: 64, err: 0

            322.878977   CFNetwork                 0x00007fff8988db1d TCP Conn 0x7f9cf695d8a0 event 1. err: 0

            323.437506   CFNetwork                 0x00007fff897fe5d3 TCP Conn 0x7f9cf695d8a0 started

            480.082539   CFNetwork                 0x00007fff89800a5b TCP Conn 0x7f9cf37da740 SSL Handshake DONE

            480.662292   CFNetwork                 0x00007fff89800937 TCP Conn 0x7f9cf37da740 starting SSL negotiation

            480.662467   CFNetwork                 0x00007fff897ff303 TCP Conn 0x7f9cf37da740 complete. fd: 66, err: 0

            480.662590   CFNetwork                 0x00007fff8988db1d TCP Conn 0x7f9cf37da740 event 1. err: 0

            480.948851   CFNetwork                 0x00007fff897fe5d3 TCP Conn 0x7f9cf37da740 started

            504.201451   CFNetwork                 0x00007fff89800a5b TCP Conn 0x7f9ced5ac390 SSL Handshake DONE

            504.679263   CFNetwork                 0x00007fff89800a5b TCP Conn 0x7f9ced6303f0 SSL Handshake DONE

             

            Thread 0 Crashed:: Dispatch queue: com.apple.main-thread

            0   com.adobe.InDesign.Font Manager 0x000000011a1528cd 0x11a121000 + 202957

            1   com.adobe.InDesign.Font Manager 0x000000011a153430 0x11a121000 + 205872

            2   com.adobe.InDesign.Font Manager 0x000000011a1533a6 0x11a121000 + 205734

            3   com.adobe.InDesign.Font Manager 0x000000011a17c29e 0x11a121000 + 373406

            4   com.adobe.InDesign.AppFramework 0x00000001110b7b7d 0x111086000 + 203645

            5   com.adobe.InDesign.AppFramework 0x00000001110b7f35 0x111086000 + 204597

            6   com.adobe.InDesign.Document Actions 0x000000011a8c4310 0x11a8c1000 + 13072

            7   com.adobe.InDesign.Document Actions 0x000000011a8c3b68 0x11a8c1000 + 11112

            8   PublicLib.dylib               0x0000000107217991 Command::DoImmediate(short) + 65

            9   com.adobe.InDesign.Utilities  0x0000000112936f87 0x112935000 + 8071

            10  com.adobe.InDesign.Utilities  0x0000000112937135 0x112935000 + 8501

            11  com.adobe.InDesign.AppFramework 0x00000001110943d5 0x111086000 + 58325

            12  PublicLib.dylib               0x00000001072168b0 CmdUtils::ProcessCommand(ICommand*) + 64

            13  com.adobe.InDesign.Document Actions 0x000000011a8cac75 0x11a8c1000 + 40053

            14  com.adobe.InDesign.Open Place 0x00000001196a49df 0x119699000 + 47583

            15  com.adobe.InDesign.Open Place 0x00000001196a3f8e 0x119699000 + 44942

            16  com.adobe.InDesign.Open Place 0x0000000119699e4c 0x119699000 + 3660

            17  com.adobe.InDesign.Open Place 0x000000011969ae7f 0x119699000 + 7807

            18  PublicLib.dylib               0x0000000107217991 Command::DoImmediate(short) + 65

            19  com.adobe.InDesign.Utilities  0x0000000112936f87 0x112935000 + 8071

            20  com.adobe.InDesign.Utilities  0x0000000112937135 0x112935000 + 8501

            21  com.adobe.InDesign.AppFramework 0x00000001110943d5 0x111086000 + 58325

            22  PublicLib.dylib               0x00000001072168b0 CmdUtils::ProcessCommand(ICommand*) + 64

            23  com.adobe.InDesign.Import Export UI 0x0000000112683703 0x112679000 + 42755

            24  PublicLib.dylib               0x0000000107217991 Command::DoImmediate(short) + 65

            25  com.adobe.InDesign.Utilities  0x0000000112936f87 0x112935000 + 8071

            26  com.adobe.InDesign.Utilities  0x0000000112937135 0x112935000 + 8501

            27  com.adobe.InDesign.AppFramework 0x00000001110943d5 0x111086000 + 58325

            28  PublicLib.dylib               0x00000001072168b0 CmdUtils::ProcessCommand(ICommand*) + 64

            29  com.adobe.InDesign.Document UI 0x0000000122704f72 0x1226ff000 + 24434

            30  com.adobe.InDesign.Actions    0x000000011c141714 0x11c12b000 + 91924

            31  com.adobe.InDesign.Actions    0x000000011c147dbe 0x11c12b000 + 118206

            32  com.adobe.InDesign.Application UI 0x0000000112f64789 0x112dd8000 + 1623945

            33  com.adobe.InDesign.Application UI 0x0000000112f64830 0x112dd8000 + 1624112

            34  com.adobe.exo.framework       0x00000001088c7a7c exo::uisupport::CommandHandler::HandleCommand(int) + 220

            35  com.adobe.exo.framework       0x00000001088c7cb8 exo::uisupport::CommandHandler::DoCallMyCommandChain(int) + 24

            36  com.adobe.exo.framework       0x00000001088c75a8 exo::uisupport::CommandHandlerBase::CallCommandChain(int) + 56

            37  com.adobe.exo.framework       0x000000010885ded6 exo::app::OS_AppBase::DispatchMenuCommand(int) + 134

            38  com.adobe.dvacore.framework   0x00000001064beebc int dvacore::config::ErrorManager::ExecuteFunction<void>(boost::function0<void>*, void*) + 28

            39  com.adobe.InDesign.Application UI 0x0000000112f58f02 0x112dd8000 + 1576706

            40  com.adobe.dvacore.framework   0x00000001064bf010 void dvacore::config::ErrorManager::ExecuteFunctionWithTopLevelExceptionHandler<void>(boost::f unction0<void>, bool*) + 144

            41  com.adobe.dvacore.framework   0x00000001064c0505 void dvacore::config::ExecuteTopLevelFunction<void>(boost::function0<void>, bool*) + 165

            42  com.adobe.exo.framework       0x000000010885f098 exo::app::OS_AppBase::SetResetMenuShortcutsOnClose(bool) + 2664

            43  libsystem_trace.dylib         0x00007fff861bb07a _os_activity_initiate + 75

            44  com.apple.AppKit              0x00007fff97fb551d -[NSApplication sendAction:to:from:] + 460

            45  com.apple.AppKit              0x00007fff97fb52b7 -[NSMenuItem _corePerformAction] + 336

            46  com.apple.AppKit              0x00007fff97fb5017 -[NSCarbonMenuImpl performActionWithHighlightingForItemAtIndex:] + 114

            47  libsystem_trace.dylib         0x00007fff861bb07a _os_activity_initiate + 75

            48  com.apple.AppKit              0x00007fff980751f0 -[NSMenu performActionForItemAtIndex:] + 131

            49  com.adobe.dvaui.framework     0x0000000106bde954 dvaui::utility::OS_Menu_MAC::DoPopupMenu(dvaui::utility::OS_Menu_MAC&, dvaui::ui::UI_Node const*, dvacore::geom::RectT<float> const&, bool, bool) + 1748

            50  com.apple.AppKit              0x00007fff98075163 -[NSMenu _internalPerformActionForItemAtIndex:] + 35

            51  com.apple.AppKit              0x00007fff98074fbb -[NSCarbonMenuImpl _carbonCommandProcessEvent:handlerCallRef:] + 107

            52  com.apple.AppKit              0x00007fff97f9dea1 NSSLMMenuEventHandler + 708

            53  com.apple.HIToolbox           0x00007fff89a627be DispatchEventToHandlers(EventTargetRec*, OpaqueEventRef*, HandlerCallRec*) + 1231

            54  com.apple.HIToolbox           0x00007fff89a61c48 SendEventToEventTargetInternal(OpaqueEventRef*, OpaqueEventTargetRef*, HandlerCallRec*) + 404

            55  com.apple.HIToolbox           0x00007fff89a779e6 SendEventToEventTarget + 40

            56  com.apple.HIToolbox           0x00007fff89ac199a SendHICommandEvent(unsigned int, HICommand const*, unsigned int, unsigned int, unsigned char, void const*, OpaqueEventTargetRef*, OpaqueEventTargetRef*, OpaqueEventRef**) + 411

            57  com.apple.HIToolbox           0x00007fff89aecd5b SendMenuCommandWithContextAndModifiers + 59

            58  com.apple.HIToolbox           0x00007fff89aecd0c SendMenuItemSelectedEvent + 188

            59  com.apple.HIToolbox           0x00007fff89aecbe8 FinishMenuSelection(SelectionData*, MenuResult*, MenuResult*) + 96

            60  com.apple.HIToolbox           0x00007fff89aed596 MenuSelectCore(MenuData*, Point, double, unsigned int, OpaqueMenuRef**, unsigned short*) + 711

            61  com.apple.HIToolbox           0x00007fff89aed230 _HandleMenuSelection2 + 460

            62  com.apple.AppKit              0x00007fff97ec875e _NSHandleCarbonMenuEvent + 277

            63  com.apple.AppKit              0x00007fff97e08435 _DPSNextEvent + 1906

            64  com.apple.AppKit              0x00007fff981d4943 -[NSApplication _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 454

            65  com.apple.AppKit              0x00007fff97dfdfc8 -[NSApplication run] + 682

            66  com.adobe.exo.framework       0x000000010885e3a8 exo::app::OS_AppBase::RunEventLoop() + 56

            67  com.adobe.InDesign.AppFramework 0x00000001111d7ad3 0x111086000 + 1383123

            68  com.adobe.InDesign.AppFramework 0x00000001111d688e 0x111086000 + 1378446

            69  com.adobe.InDesign            0x0000000105def68d main + 285

            70  libdyld.dylib                 0x00007fff9234f5ad start + 1

             

            [trimmed by moderator]

            • 3. Re: My indesign keeps crashing and corrupting my files. Please help
              Peter Spier Most Valuable Participant (Moderator)

              In future please put crash reports on an external server, such as pastebin.com, and provide a link here. Long reports make it difficult to navigate your thread.

              • 4. Re: My indesign keeps crashing and corrupting my files. Please help
                vickij53002047 Level 1

                Hi

                 

                Very sorry, noted for next time.

                 

                thanks

                • 5. Re: My indesign keeps crashing and corrupting my files. Please help
                  Derek Cross Level 6

                  Might be worth uninstalling InDesign (using the Creative Cloud app for this) and reinstalling. The latest version is CC2015.3

                   

                  Screen Shot 2016-04-13 at 11.31.04.png

                  • 6. Re: My indesign keeps crashing and corrupting my files. Please help
                    vickij53002047 Level 1

                    Hi

                     

                    This has been done already, any other suggestions?

                    thanks

                    • 7. Re: My indesign keeps crashing and corrupting my files. Please help
                      Steve Werner Adobe Community Professional & MVP

                      You could have a third-party product which is conflicting (especially since this is happening on more than one comptuer). Create a new user on your comptuer. Launch InDesign before any other software and see if it runs.

                      • 8. Re: My indesign keeps crashing and corrupting my files. Please help
                        vickij53002047 Level 1

                        I have created a new login 2 weeks ago for a new user on that Mac and the problem still persists. It was also doing that before the creation of the new login.

                         

                        The only software that is installed is Microsoft Office and the adobe CC apps. No additional apps. I have also uninstalled all user fonts to see if it's not a font problem, however that also did not solve the problem.

                         

                        :-(

                        • 9. Re: My indesign keeps crashing and corrupting my files. Please help
                          Peter Spier Most Valuable Participant (Moderator)

                          Other possible software conflict problems can include font manager plugins for ID and browser plugins for Chrome, Firefox and Safari.

                          • 10. Re: My indesign keeps crashing and corrupting my files. Please help
                            vickij53002047 Level 1

                            That is very vague. There is no way that I as a user can fix this problem myself from that recommendation.

                             

                            We've tried to reset the preferences, we've deleted the caches and we have cleaned up all font errors.

                             

                            Is there any way that someone can remotely connect to me to see the crash as it happening on all of our 6 licensed users.

                             

                            We can not continue like this. It's taking an hour to do something that's suppose to take 15 min.

                            • 11. Re: My indesign keeps crashing and corrupting my files. Please help
                              Willi Adelberger Most Valuable Participant

                              Often bad network connections are causing crashes. Does it make a difference, if you copy all files to your local drive and work without a remote server? If this is the case, you have to work on your network system, like idle time or other interrupting causes.

                              • 12. Re: My indesign keeps crashing and corrupting my files. Please help
                                vickij53002047 Level 1

                                We do work on a network, but I just packaged the files to a design to my desktop just now and worked on that and it still crashed again. Nothing was referencing from the network.

                                • 13. Re: My indesign keeps crashing and corrupting my files. Please help
                                  sanyamt Adobe Employee

                                  Hi,

                                  Please email your InDesign file to corrupt_indesign_docs@adobe.com and I will take a look at the document.

                                  If the file is larger than 10 Mb, you can zip (and password protect) the file and upload to Creative Cloud account (or Dropbox) and send us the document link.

                                   

                                  Regards,

                                  Sanyam Talwar

                                  1 person found this helpful
                                  • 14. Re: My indesign keeps crashing and corrupting my files. Please help
                                    vickij53002047 Level 1

                                    Hi there

                                     

                                    I have just mailed the file.

                                     

                                    Thank you.

                                    • 15. Re: My indesign keeps crashing and corrupting my files. Please help
                                      sanyamt Adobe Employee

                                      Hi,

                                      I have mailed you the repaired IDML.

                                       

                                      Regards

                                      Sanyam Talwar

                                      • 16. Re: My indesign keeps crashing and corrupting my files. Please help
                                        Peter Spier Most Valuable Participant (Moderator)

                                        Are you able to tell us the cause of the problem?

                                         

                                        Can we post that email in other threads where users are having similar corrupt document problems?

                                        • 17. Re: My indesign keeps crashing and corrupting my files. Please help
                                          Bo LeBeau Level 4

                                          The OP wrote: We are 6 users who all experience the same problem constantly . . .

                                          Apparently this is happening with multiple files for 6 different users.

                                           

                                          Repairing a single file via IDML is not a solution to their problem.

                                          • 18. Re: My indesign keeps crashing and corrupting my files. Please help
                                            sanyamt Adobe Employee

                                            Hi,

                                            There are multiple factors both internal and external to InDesign application that can lead to document corruption which we are addressing time to time as we progress and would recommend you to be on latest InDesign version. If documents are still getting corrupt, there are 2 action item for the same

                                            1. Try to recover the corrupt document - Please email your InDesign file to corrupt_indesign_docs@adobe.com and I will take a look at the document. If the file is larger than 10 Mb, you can zip (and password protect) the file and upload to Creative Cloud account (or Dropbox) and send us the document link.

                                            2. Identify the cause of issue - Lets know the actions being performed when the document got corrupt.

                                             

                                            We are constantly addressing the issue time to time.

                                            Thanks

                                            Sanyam Talwar

                                            1 person found this helpful
                                            • 19. Re: My indesign keeps crashing and corrupting my files. Please help
                                              robertm80023666

                                              Hi there, I just emailed you a document that will not open for me. Could you take a look and tell me whats going on with this please?

                                              • 20. Re: My indesign keeps crashing and corrupting my files. Please help
                                                kstohlmeyer1 Adobe Community Professional

                                                Upgrade to 2015.4 - It directly addresses server related crashes.

                                                 

                                                We had the exact same issue you are experiencing until the update.

                                                 

                                                As stated before, you should try to work locally as much as possible but the upgrade definitely fixed this issue for us.

                                                1 person found this helpful
                                                • 21. Re: My indesign keeps crashing and corrupting my files. Please help
                                                  kstohlmeyer1 Adobe Community Professional

                                                  This can effect multiple users (we would crash 30+ people at one time) when you are connected to a server.

                                                   

                                                  InDesign requires a constant live connection to a document, even if it is in the background and not being live edited.

                                                   

                                                  If there is any hiccup in the connection prior to 2015.4 - InDesign would force quit/crash as a "safety measure" and could corrupt the open documents.

                                                   

                                                  In our case, it was less than a microsecond blip that IT couldn't even see unless they were monitoring live - the connection was never truly lost, but it did hiccup causing ID to freak out.

                                                  1 person found this helpful
                                                  • 22. Re: My indesign keeps crashing and corrupting my files. Please help
                                                    sanyamt Adobe Employee

                                                    Hi robertm80023666,

                                                    My teammate had sent you the repaired idml file. Hope that works.

                                                     

                                                    Regards

                                                    Sanyam Talwar

                                                    1 person found this helpful
                                                    • 23. Re: My indesign keeps crashing and corrupting my files. Please help
                                                      robertm80023666 Level 1

                                                      That worked! Thanks so much that really saved my day.