CC 2015 continuously crashing on Windows 10

[matiasi48985050]

Hello.

We have 4 Lenovo P70 Win 10 laptops running updated version of CC 2015 InDesign and InDesign keeps crashing all the time. This is happening with all the 4 devices.

This is so far all that i've found from Event Viewer related to this (sorry, the headlines are in Finnish):

Lokinimi:      Application

Lähde:         Application Error

Päivä:         30.1.2017 11.03.59

Tapahtumatunnus:1000

Tehtäväluokka: (100)

Taso:          Virhe

Avainsanat:    Perinteinen

Käyttäjä:       -

Tietokone:     P70KoivPia

Kuvaus:

Viallisen sovelluksen nimi: InDesign.exe, versio: 11.4.1.102, aikaleima: 0x579f93de

Viallisen moduulin nimi: Database.dll, versio: 11.4.1.102, aikaleima: 0x579f92dd

Poikkeuskoodi: 0xc0000005

Virhepoikkeama: 0x000000000001c747

Viallisen prosessin tunnus: 0x3340

Viallisen sovelluksen käynnistysaika: 0x01d27ad34d2e579d

Viallisen sovelluksen polku: C:\Program Files\Adobe\Adobe InDesign CC 2015\InDesign.exe

Viallisen moduulin polku: C:\Program Files\Adobe\Adobe InDesign CC 2015\Database.dll

Raportin tunnus: 0ed31942-45af-46a3-aa53-269dcdcf94a0

Viallisen paketin koko nimi:

Viallisen paketin suhteellinen sovellustunnus:

Tapahtuman Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2017-01-30T09:03:59.091003900Z" />

    <EventRecordID>10917</EventRecordID>

    <Channel>Application</Channel>

    <Computer>P70KoivPia.oaj.local</Computer>

    <Security />

  </System>

  <EventData>

    <Data>InDesign.exe</Data>

    <Data>11.4.1.102</Data>

    <Data>579f93de</Data>

    <Data>Database.dll</Data>

    <Data>11.4.1.102</Data>

    <Data>579f92dd</Data>

    <Data>c0000005</Data>

    <Data>000000000001c747</Data>

    <Data>3340</Data>

    <Data>01d27ad34d2e579d</Data>

    <Data>C:\Program Files\Adobe\Adobe InDesign CC 2015\InDesign.exe</Data>

    <Data>C:\Program Files\Adobe\Adobe InDesign CC 2015\Database.dll</Data>

    <Data>0ed31942-45af-46a3-aa53-269dcdcf94a0</Data>

    <Data>

    </Data>

    <Data>

    </Data>

  </EventData>

</Event>

Any suggestions, how to troubleshoot this problem? Is there any known compatibility issues with CC 2015 and win 10?

[SanyamTalwar]

Hi,

Please follow the step to clear preference and cache

• InDesign Preference:

Windows XP: C:\Documents and Settings\<USER>\Application Data\Adobe\InDesign\<Version #>\<language>\  (Note: Prior to version 6 [CS4] the language folder is not used).

Windows Vista or Windows 7: C:\Users\<USER>\AppData\Roaming\Adobe\InDesign\<Version #>\<Language>\ (Note: Prior to version 6 [CS4] the language folder is not used).

Macintosh: Hard Drive/Users/<USER>/Library/Preferences/Adobe InDesign/<Version #>/<Language>

• InDesign Cache:

Windows XP: C:\Documents and Settings\<USER>\Local Settings\Application Data\Adobe\InDesign\<Version #>\<Language>\Caches\ (Note: Prior to version 6 [CS4] the language folder is not used).

Windows Vista or Windows 7: C:\Users\<USER>\AppData\Local\Adobe\InDesign\<Version #>\<Language>\Caches\  (Note: Prior to version 6 [CS4] the language folder is not used).

Macintosh: Hard Drive/Users/<USER>/Library/Caches/Adobe InDesign/<Version #>/<Language>/ (Note: Prior to version 6 [CS4] the language folder is not used).

Regards,

Sanyam Talwar

[matiasi48985050]

Hello.

We already tried clearing the preference and cache folders and it helped for a while and as far as I remember, InDesign didn't crash that day, but the problem came back the next day. So clearing the cache seems to help a bit, but won't completely remove the problem.

[SanyamTalwar]

Hi,

What were you doing in the document when InDesign crashed after clearing Preference and cache? If it is specific to a document, can you please share the document to santalwa@adobe.com.

Regards

Sanyam Talwar

[matiasi48985050]

Hi.

It's not specific to a document, since InDesign crashes randomly with many documents. Actually, I'm not the one who is using InDesign, I'm working as a support and trying to solve these problems. If I understood correctly, InDesign crashes mainly when trying to save whatever document they are doing. It crashes also randomly while working on a document. I think that they're saving their files in to a network share, could this issue be related to that?

[SanyamTalwar]

Ask them to use the files locally and see if they experience crash to isolate issues related to network.