7 Replies Latest reply on Jan 2, 2017 5:34 AM by samsexton

    Windows system error when I try to load an image

    samsexton

      This is for Windows 10 - which I reinstalled today.

       

      Whenever I use Ctrl-D to add an image, inDesign crashes with the following information:

       

      Faulting application name: InDesign.exe, version: 12.0.0.81, time stamp: 0x57f545c7

      Faulting module name: ntdll.dll, version: 10.0.14393.0, time stamp: 0x578997b2

      Exception code: 0xc0000374

      Fault offset: 0x00000000000f73e3

      Faulting process ID: 0x14ac

      Faulting application start time: 0x01d26379b13bcc1c

      Faulting application path: C:\Program Files\Adobe\Adobe InDesign CC 2017\InDesign.exe

      Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

      Report ID: 055339c4-e765-4fb7-9acf-b02f143dd4aa

      Faulting package full name:

      Faulting package-relative application ID:

       

      I also find that each time I restart, the icon bar at the side and the toolbars at the top are not there and I have to reinstate them by going to Window/workspaces/essentials. Surely this shouldn't be necessary?

        • 1. Re: Windows system error when I try to load an image
          sanyamt Adobe Employee

          Hi,

          • Are you facing the issue with every image?
          • What is the image format(jpeg, png or other)?
          • Is the image located on server/shared location? If yes, do InDesign crash if the image is on local machine?
          • Can you try to reproduce the issue with a new blank document created in CC 2017?
          • If the issue is document or image specific, Please package the entire document upload to Creative Cloud account (or Dropbox) and send the document link and images to santalwa@adode.com. To package the document, Go to File -> Package
          • You can create the crash dump for windows using the following method:

               1) Start Task Manager. To do this, use one of the following methods:

                    • Right-click an empty area of the task bar, and then click Start Task Manager.

                    • Press CTRL+SHIFT+ESC.

               2) Click the Processes tab.

               3) Right-click the name of the process(InDesign, in this case) that you want, and then click Create Dump File.

               Note: If you are prompted for an administrator password or confirmation, type your password or click Continue.

               A dump file for the process is created in the following folder:  Drive:\Users\Username\AppData\Local\Temp

               4) When you receive a message that states that the dump file was successfully created, click OK.

           

          Share the dump file created with steps above with us

           

          Regards

          Sanyam Talwar

          • 2. Re: Windows system error when I try to load an image
            samsexton Level 1

            Hi Sanyam,

             

            I can't even get to choose a file before ID crashes, so it's not related to a particular file type and I was in a new file. As the error is in ntdll.dll, I suspect it's a Windows issue and even though I've done a soft reinstall of Windows 10, I think I'm going to have to go back to the bare metal and start again, so I'll close this problem for now.

             

            I'm on a free trial at the moment and as I haven't been able to do an effective trial because of this issue, would you be able to arrange for me to restart the trial after a rebuild (it may be a while as I have a lot of other work on)?

             

            Thanks.

            • 3. Re: Windows system error when I try to load an image
              sanyamt Adobe Employee

              Hi,

              Sorry for the inconvenience but restart of trial is not possible. You can either try on a new clean machine or reimage the current machine.

              The ntdll.dll issue seems to be because of nvidia display update not installed. More information available at Programs close-faulting module NTDLL.DLL - Microsoft Community

               

              Regards

              Sanyam Talwar

              • 4. Re: Windows system error when I try to load an image
                Derek Cross Level 6

                You could try 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)

                 

                You may have to do it a couple of times before you get the hang of it!

                 

                (By the way, a trial version only lasts for seven days, so you'll need to be quick!)

                • 5. Re: Windows system error when I try to load an image
                  samsexton Level 1

                  Thanks, Sanyam - that link looks very helpful. I'll try it out, but will probably rebuild anyway when I have a gap in my schedule!

                   

                  Regards,

                   

                  Sam

                  • 6. Re: Windows system error when I try to load an image
                    samsexton Level 1

                    Thanks, Derek - I'll try that out.

                    • 7. Re: Windows system error when I try to load an image
                      samsexton Level 1

                      Got it first time! :-) It seems to have done the trick - thanks.