6 Replies Latest reply on Feb 7, 2012 12:49 PM by Peter Spier

    InDesign 5.5 crashing at launch

    techman306

      I have a couple of users running Windows 7 Professional who are having an intermittant problem with InDesign 5.5. I would appreciate any help sorting this out. When they double-click an InDesign document in Windows Explorer and InDesign launches, sometimes it gives the following error:

       

      Adobe InDesign CS5.5 has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.

       

      This does not seem to happen if InDesign is already open. Some days it doesn't happen at all. Other days it will happen every other time. Literally. You double-click the document, InDesign hangs, you double-click it again, it works, try again, hangs, again, works, again, hangs, again, works.

       

      After it happens the error logs contain an error entry like this:

       

      Under General tab:

      Faulting application name: InDesign.exe, version: 7.5.2.318, time stamp: 0x4e7abc6a

      Faulting module name: AdobePSL.dll, version: 12.0.0.12659, time stamp: 0x4d2d7b96

      Exception code: 0xc0000005

      Fault offset: 0x004ec1fd

      Faulting process id: 0x139c

      Faulting application start time: 0x01cce50b48336231

      Faulting application path: C:\Program Files\Adobe\Adobe InDesign CS5.5\InDesign.exe

      Faulting module path: C:\Program Files\Adobe\Adobe InDesign CS5.5\AdobePSL.dll

      Report Id: 8b9eff79-50fe-11e1-87d9-bc305bd66fc1

       

      Under Details tab:

      - System

       

        - Provider

       

         [ Name]  Application Error

       

        - EventID 1000

       

         [ Qualifiers]  0

       

         Level 2

       

         Task 100

       

         Keywords 0x80000000000000

       

        - TimeCreated

       

         [ SystemTime]  2012-02-06T20:10:00.000000000Z

       

         EventRecordID 17719

       

         Channel Application

       

         Computer ev11183

       

         Security

       

      - EventData

       

         InDesign.exe

         7.5.2.318

         4e7abc6a

         AdobePSL.dll

         12.0.0.12659

         4d2d7b96

         c0000005

         004ec1fd

         139c

         01cce50b48336231

         C:\Program Files\Adobe\Adobe InDesign CS5.5\InDesign.exe

         C:\Program Files\Adobe\Adobe InDesign CS5.5\AdobePSL.dll

         8b9eff79-50fe-11e1-87d9-bc305bd66fc1

       

       

       

      This is followed in the logs by an Information entry:

       

      Under General tab:

      Fault bucket 2657583716, type 1

      Event Name: APPCRASH

      Response: Not available

      Cab Id: 0

       

      Problem signature:

      P1: InDesign.exe

      P2: 7.5.2.318

      P3: 4e7abc6a

      P4: AdobePSL.dll

      P5: 12.0.0.12659

      P6: 4d2d7b96

      P7: c0000005

      P8: 004ec1fd

      P9:

      P10:

       

      Attached files:

      C:\Users\dewey11s\AppData\Local\Temp\WERF92D.tmp.WERInternalMetadata.xml

       

      These files may be available here:

      C:\Users\dewey11s\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_InDesign.exe_ 6819018c1e2fd1bb8c62e326c259fa9ff5a7495_091d0628

       

      Analysis symbol:

      Rechecking for solution: 0

      Report Id: 8b9eff79-50fe-11e1-87d9-bc305bd66fc1

      Report Status: 0

       

      Under Details tab:

      - System

       

        - Provider

       

         [ Name]  Windows Error Reporting

       

        - EventID 1001

       

         [ Qualifiers]  0

       

         Level 4

       

         Task 0

       

         Keywords 0x80000000000000

       

        - TimeCreated

       

         [ SystemTime]  2012-02-06T20:10:03.000000000Z

       

         EventRecordID 17720

       

         Channel Application

       

         Computer ev11183

       

         Security

       

       

      - EventData

       

         2657583716

         1

         APPCRASH

         Not available

         0

         InDesign.exe

         7.5.2.318

         4e7abc6a

         AdobePSL.dll

         12.0.0.12659

         4d2d7b96

         c0000005

         004ec1fd

         

         C:\Users\dewey11s\AppData\Local\Temp\WERF92D.tmp.WERInternalMetadata.xml

         C:\Users\dewey11s\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_InDesign.exe _6819018c1e2fd1bb8c62e326c259fa9ff5a7495_091d0628

         

         0

         8b9eff79-50fe-11e1-87d9-bc305bd66fc1

         0

        • 1. Re: InDesign 5.5 crashing at launch
          John Hawkinson Level 5

          Aside from another report of this problem in the past day or so (from your site, maybe?), this is not a familiar problem. Do you have multiple versions of InDesign installed, perhaps in non-chronological order? Have you tried reinstalling? Did you install in a non-traditional fashion or using non-Adobe tools?

          • 2. Re: InDesign 5.5 crashing at launch
            Peter Spier Most Valuable Participant (Moderator)

            Are you running a font manager? I think I remember something about the delay caused by activating fonts being a problem.

            • 3. Re: InDesign 5.5 crashing at launch
              techman306 Level 1

              I mentioned the problem in another thread a couple of weeks ago, someone was having a similar problem with InDesign 5. They suggested updating my InDesign to 7.5.2, and if that didn't help, to open a new thread about the problem. I tried the update but it didn't help.

               

              The users do also have InDesign CS4 installed, they say they need it for some older documents. 5.5 was installed last. I have tried removing/reinstalling 5.5.

               

              I don't know if they have a font manager, how would I find out if they have one? They have mentioned getting errors sometimes about missing fonts, Arial Narrow, and recently Times, although those fonts are installed.

              • 4. Re: InDesign 5.5 crashing at launch
                Peter Spier Most Valuable Participant (Moderator)

                You'd probably know if there was a font manager installed. The most popular, and the one we hear about the most, seems to be Extensis Suitcase. An auto Activation plugin should show up in the Extensions Manager (Help > Manage Extensions...). IN fact it wouldn't hurt to scan the list for anything that is not from Adobe.

                • 5. Re: InDesign 5.5 crashing at launch
                  techman306 Level 1

                  I had the user check her Extensions Manager (she's on old campus, about a mile away from me). She says all her Extensions are from Adobe.

                  • 6. Re: InDesign 5.5 crashing at launch
                    Peter Spier Most Valuable Participant (Moderator)

                    I'm afraid I have no more ideas. Thye intermittent nature make it hard to diagnose. I suppose it could be anti-virus or something like that too. Any indication of how far into launcing and opening a file it gets? Can they watch the splash screen messages, for example, and repor the last one they see before the crash?

                     

                    Pragmatically, the easy solution is jsut to have ID running before double-clicking a file, or use the File menu.