19 Replies Latest reply on Sep 16, 2016 1:26 PM by grey_high

    InDesign CC 2015, 11.4.0.90, immediately crashes upon launch. (OS X El Capitan 10.11.6)

    Raiffeisenzeitung

      We're running 9 InDesign CC licenses and some of them are suddenly crashing immediately upon trying to launch the application. The problem can be reproduced 100%.

       

      Excerpt of the relevant parts of the crash report: (Find a link to the full crash report below.)

       

      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                 00000001045bf000-00000001045c4000 [   20K] r-x/rwx SM=COW  /Applications/Adobe InDesign CC 2015/Adobe InDesign CC 2015.app/Contents/MacOS/Adobe InDesign CC 2015

       

       

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

      0   DataBaseLib.dylib             0x00000001095cbe3b 0x109595000 + 224827

      1   DataBaseLib.dylib             0x00000001095baccd 0x109595000 + 154829

      2   DataBaseLib.dylib             0x00000001095c69fa 0x109595000 + 203258

      3   DataBaseLib.dylib             0x00000001095b09b6 0x109595000 + 113078

      4   DataBaseLib.dylib             0x00000001095b0d2e 0x109595000 + 113966

      5   DataBaseLib.dylib             0x00000001095a68df 0x109595000 + 71903

      6   DataBaseLib.dylib             0x00000001095a6762 0x109595000 + 71522

      7   DataBaseLib.dylib             0x00000001095a66ce 0x109595000 + 71374

      8   DataBaseLib.dylib             0x0000000109597326 0x109595000 + 8998

      9   DataBaseLib.dylib             0x00000001095970ae 0x109595000 + 8366

      10  ObjectModelLib.dylib           0x0000000109621b0c 0x109614000 + 56076

      11  ObjectModelLib.dylib           0x000000010965b641 0x109614000 + 292417

      12  ObjectModelLib.dylib           0x0000000109656a9f ShuksanInit(IStartupScreen* (*)(), IPlugIn*) + 6703

      13  com.adobe.InDesign             0x00000001045c05ce main + 94

      14  libdyld.dylib                 0x00007fff847255ad start + 1

       

      Link to one of the many crash reports: https://mirror.maclemon.at/EFqZ5e2UTv.html

       

      I'm used to reading crash reports, of course that one is not symbolicated, so it's hard to check what exactly is going wrong when InDesign Segfauls while trying to display the Splash screen.

       

      Hardware:

      iMac 5K, 256GB SSD with > 100GB free space, 32GB RAM, OS X 10.11.6.

      Filesystem and privileges are ok. SSD “blockscan” is ok.

       

      All non-Adobe applications are working fine.

       

      I've already wasted several hours of troubleshooting.

       

      This is what I've tried so far:

       

      I followed these Adobe instructions to get ID launching again:

      https://helpx.adobe.com/creative-cloud/kb/cc-2015-applications-crash-on-launch---mac-os.ht ml

       

       

      Solution 1:

      Install Dreamweaver

      Sounds absurd, but we're in production, I'll try anything to get this thing working again.

       

      Dreamweaver could be installed but the CC installer complains about a Patch that didn't work. Uninstalled Dreamweaver again, reinstalled it again.

       

      Bildschirmfoto 2016-08-02 um 17.00.32.png

      Bildschirmfoto 2016-08-02 um 17.00.42.png

      Yes, I do have retried this installation.

       

      This didn't fix the crashes.

      ----------------------------------------------------------------------------------

      Solution 2

      Suggests to install an older version of MUSE. Sounds just as absurd as the first one.

      That version of Muse isn't shown for installation in neither the current, nor any past versions of CC Installer. I tried with the available Muse option.

       

      Bildschirmfoto 2016-08-02 um 17.07.56 2.png

      I was able to install the current version of Muse, the one required by the Adobe article does not show up for installation anywhere. Neither in current, nor in previous versions. I had my Adobe Account logged out after this installation and had to login again.

       

      This didn't fix the crashes.

       

      ----------------------------------------------------------------------------------

       

      Solution 3

      Recommends to install Acrobat DC.

      This also forces you to uninstall any other Acrobat version you might be using.

       

      Bildschirmfoto 2016-08-02 um 18.12.59.png

       

      Acrobat is said to be installed successfuyll, but doesn't finish launching, not even after waiting for several minutes.I had my Adobe Account logged out after this installation and had to login again.

      This didn't fix the crashes.

       

       

      ----------------------------------------------------------------------------------

      Checked these Adobe instructions:

      https://helpx.adobe.com/creative-cloud/kb/cc-desktop-application-close-immediately-after-l aunch.html

      I couldn't find any permission problem by checking these in the Finder or via the Terminal to see the exact permissions. All permissions for the global Library and the user's Library and corresponding subfolders were exactly as Adobe documents they'd like them to be.

       

      This didn't fix the crashes.

      ----------------------------------------------------------------------------------

      Uninstalling/Reinstalling

       

      I've tried completely uninstalling InDesign CC, reinstalling it again.

      Bildschirmfoto 2016-08-02 um 17.50.26 2.png

       

       

      This didn't fix the crashes.

       

      ----------------------------------------------------------------------------------

      Completely Remove all CC Applications

       

      I've completely uninstalled all Adobe Creative Cloud and the CC installer application, removed each and every file, cache, preference, etc. that even closely might be involved with anything from Adobe. I've then restarted and reinstalled everything from scratch.

       

      This didn't fix the crashes.

      ----------------------------------------------------------------------------------

      Remove everything with Adobe Cleaner

       

      I've used the Adobe Cleaner tool.

      https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html#topic -2

       

      This didn't fix the crashes.

      ----------------------------------------------------------------------------------

      New user Accounts

       

      Of course I've tried the basic things like trying another user account, an admin account, and even a non-admin account.

      Also, our users aren't allowed to run admin accounts for security reasons.

       

      This didn't fix the crashes.

      ----------------------------------------------------------------------------------

      Checking Fonts

      I've verified all fonts and removed any that are not shown as perfectly fine. I also removed those that show only small warnings. I've also tried to disable and even remove all non Apple System Fonts.

       

      This didn't fix the crashes.

      ----------------------------------------------------------------------------------

       

      Also the Adobe CC Installer seems to log me out of the Adobe account after each installation so I have to relogin pretty much all the time. The Adobe licensing servers were probably just as annoyed as me from the constant requirement to login and relicense CC over and over and over again.

      Bildschirmfoto 2016-08-02 um 18.39.34.png

       

      ----------------------------------------------------------------------------------

      After tons of crashes finally the Adobe Crash reporter also recognized that InDesign is in fact crashing.

      Bildschirmfoto 2016-08-02 um 21.15.56.png

      Adobe's auto suggestions for solutions didn't find any solution to the problem though.

      ----------------------------------------------------------------------------------

      I've tried to contact Adobe via their Online Chat option. Sadly that doesn't seem to actually exist, since there is only shown some fictitious availability time, but there is no link to actually use or start that support chat anywhere. So I can't contact Adobe that way either. Their local business support hours close at 5p.m. (17:00) local time anyway, and their US chat doesn't work either.

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      In addition to that I've read multiple threads here on Adobe Discussions, over at Apple discussions, used my favorite search engine to wade through tons of posts on the interwebs. I've found many problem reports of different age showing the same crashing problem, but no working remedy or solution that actually fixes InDesign.

       

       

      Anything else I've overlooked that I could still try to make InDesign CC work again? Is this a known bug with ID CC 2015 and/or OS X El Capitan?