5 Replies Latest reply on Jan 31, 2017 12:35 AM by sanyamt

    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?

        • 1. Re: CC 2015 continuously crashing on Windows 10
          sanyamt Adobe Employee

          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

          • 2. Re: CC 2015 continuously crashing on Windows 10
            matiasi48985050 Level 1

            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.

            • 3. Re: CC 2015 continuously crashing on Windows 10
              sanyamt Adobe Employee

              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

              • 4. Re: CC 2015 continuously crashing on Windows 10
                matiasi48985050 Level 1

                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?

                • 5. Re: CC 2015 continuously crashing on Windows 10
                  sanyamt Adobe Employee

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