3 Replies Latest reply on Jul 21, 2017 7:35 AM by igori15135147

    InDesign CC 2017 crashing on startup

    b2oleary

      Getting the following when opening up InDesign CC 2017:

       

      Problem signature:

        Problem Event Name: APPCRASH

        Application Name: InDesign.exe

        Application Version: 12.0.0.81

        Application Timestamp: 57f545c7

        Fault Module Name: HYPERLINKS PANEL.APLN

        Fault Module Version: 12.0.0.81

        Fault Module Timestamp: 57f54f9a

        Exception Code: c0000005

        Exception Offset: 000000000000f029

        OS Version: 6.1.7601.2.1.0.256.4

        Locale ID: 1033

        Additional Information 1: 2b99

        Additional Information 2: 2b996f7605e15115a26c4b50879e8d56

        Additional Information 3: a7e0

        Additional Information 4: a7e02ecc09ecbcd5775340ffc890b233

       

      I've tried uninstalling/reinstalling multiple times, using the Creative Cloud cleanup utility, and deleting the Adobe folders from the C:\ drive and registry.  Still stuck at the same point.

       

      Thanks in advance!

        • 1. Re: InDesign CC 2017 crashing on startup
          sanyamt Adobe Employee

          Hi,

          Can you please provide following information:

          • Is it document specific? Send me the document?
          • Screen recording to demonstrate the issue after clearing cache and preference
          • Crash dump

           

          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.

           

          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).

          • 2. Re: InDesign CC 2017 crashing on startup
            b2oleary Level 1

            Hi Sanyamt,

             

            Thanks for the reply.  It is not document specific, as I am just trying to launch the program, not opening any documents.

             

            I'll try clearing cache, doing a screen recording, and grabbing the crash dump for you shortly.

             

            Thanks,

            Brian

            • 3. Re: InDesign CC 2017 crashing on startup
              igori15135147

              Hi!

               

              Can you please tell me was the problem solved?

               

              I have the same issue here. Clearing the cache hasn't worked for me...