TechNote

Troubleshooting system errors or freezes in Dreamweaver (8, CS3 on Mac OS X)

What's covered

• Beginning troubleshooting
• Intermediate troubleshooting
• Advanced troubleshooting

This document can help you resolve system errors that occur while you use Adobe Dreamweaver CS3 or Dreamweaver 8 on Mac OS X. System errors can manifest themselves in many different ways, including (but not limited to) the following:

• Dreamweaver crashes or fails to launch
• A frozen cursor or screen
• An error such as the following:
  • "The application 'Dreamweaver' has unexpectedly quit. The system and other applications have not been affected."

Different factors can cause system errors, including conflicts among software, device drivers, and hardware, and corrupt elements in specific files. Although a system error may occur only when you work with Dreamweaver, Dreamweaver may not necessarily be the cause;it may be the only application that uses enough memory or processor cycles to expose the problem.

To benefit most from this document, perform the tasks in order. Keep track of the tasks you perform and the results of each task, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, if you need to call.

Beginning troubleshooting

The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (for example, Dreamweaver site files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

1. Make sure that the system meets the minimum requirements for Dreamweaver.

Dreamweaver may not run correctly on a system that doesn't meet the system requirements. Refer to "Dreamweaver system requirements" (TechNote tn_19124) for more information.

Note: To check how much RAM is installed, choose About This Mac from the Apple menu. The Memory value indicates the amount of installed RAM.

2. Verify that your hard drive is formatted properly.

Dreamweaver was not designed for or tested on Macintosh systems formatted with Case-Sensitive File Systems or UFS. Dreamweaver also does not support using local or remote folders (via Local/Network) located on a Case-Sensitive File System or UFS partition. You can see if your Macintosh has a Case-Sensitive File System or UFS format by choosing Macintosh HD > Get Info, then check the value for the Format property. Use the Macintosh OS Extended (Journaled) HFS format for your hard disks.

3. Log in as a user with administrator access privileges.

If you lack administrator access privileges, then Dreamweaver may be unable to access necessary files. To determine if limited privileges cause the problem, log in as a user with administrator access privileges, and try to re-create the problem. If the problem doesn't recur, then the account you were previously using lacks administrator access privileges. Contact your system administrator to grant you administrator access privileges.

To log in as a user with administrator access privileges:

1. From the Apple menu, choose Log Out.
2. Click Log Out when the system returns the message "Are you sure you want to quit all applications and log out now?"
3. When the login screen appears, select a user with administrator access privileges, type the appropriate password, and then press Return.

4. Install the latest version of Dreamweaver.

Your operating system and hardware drivers may be more compatible with the latest version of Dreamweaver than with an earlier version. Before you install an update or upgrade, make sure that your system meets the requirements.

If applicable to the version of Dreamweaver you are using, updates are available from the Adobe website at www.adobe.com/support/downloads. An upgrade, however, may solve a wider range of problems. (You may prefer to try the tasks in the rest of this document before upgrading.) You can purchase upgrades from Adobe Authorized Resellers and from Adobe directly:

• To locate an Authorized Reseller, visit the Adobe website at www.adobe.com/store/#dealer or contact Customer Service.
• To purchase an upgrade from Adobe, visit the Adobe Store at http://store.adobe.com/store or contact Customer Service.

For Adobe Customer Service contact information, visit the Adobe website at www.adobe.com, select your region in the top right corner of the page, and then click Contact.

5. Install current Mac OS X updates.

Updates to the Mac OS X operating system can improve its performance and compatibility with applications. You can obtain Mac OS X updates from the Apple website at www.apple.com/downloads/macosx/, or choose Software Update from the Apple menu. For assistance installing updates, contact Apple technical support.

6. Troubleshoot JavaScript errors.

If you are experiencing JavaScript errors in Dreamweaver, troubleshoot the problem using "Troubleshooting JavaScript errors in Dreamweaver" (TechNote tn_19105).

7. Remove special characters from hard drive name and file paths.

Some features in Dreamweaver do not function properly if special characters exist in the names of hard drives or folders in which the Dreamweaver application, the local root folder, or browsers reside. Spaces are acceptable in the hard drive name, but a leading space in the hard drive name may cause problems. Refer to "File or folder name in Mac OS may break Dreamweaver functionality" (TechNote tn_14452) for more information and instructions.

8. Disable the Dreamweaver Start Page.

While most Dreamweaver users find the Start page to be useful, for some users, the Dreamweaver Start page causes performance problems and can sometimes prevent Dreamweaver from launching. Refer to "How to disable the Start page in Dreamweaver" (TechNote 14ca38fb) for more information and instructions.

9. Re-create the Dreamweaver preferences file.

Re-create the Dreamweaver preferences file to eliminate problems that a damaged preferences file might cause.

Note: Re-creating the Dreamweaver preferences file restores settings to their defaults.

To re-create the Dreamweaver preferences file:

1. Quit Dreamweaver.
2. Do one of the following:
   • If you're using Dreamweaver CS3, rename the Users/<username>/Library/Preferences/Adobe Dreamweaver CS3 Prefs file to Adobe Dreamweaver CS3 Prefs Old.
   • If you're using Dreamweaver 8, rename the Users/<username>/Library/Preferences/Dreamweaver 8 Prefs file to Dreamweaver 8 Prefs Old.
3. Start Dreamweaver. Dreamweaver creates a new preferences file

If the problem continues, then the Dreamweaver preferences file isn't the cause. To restore custom settings, quit Dreamweaver, then delete the new Dreamweaver preferences file and restore the original name of the previous Dreamweaver preferences file.

10. Re-create the Dreamweaver User Configuration folder.

Re-create the User Configuration folder to eliminate problems that damaged configuration files might cause.

Note: Re-creating the Dreamweaver User Configuration folder restores settings to their defaults.

To re-create the Dreamweaver User Configuration folder:

1. Quit Dreamweaver.
2. Do one of the following:
   • If you're using Dreamweaver CS3, rename the Users/<username>/Library/Application Support/Adobe/Dreamweaver 9/Configuration folder to Configuration Old.
   • If you're using Dreamweaver 8, rename the Users/<username>/Library/Application Support/Macromedia/Dreamweaver 8/Configuration folder to Configuration Old.
3. Start Dreamweaver. Dreamweaver creates a new Configuration folder.

If the problem continues, then the Dreamweaver User Configuration files aren't the cause. To restore custom settings, quit Dreamweaver, then delete the new User Configuration folder and restore the original name of the previous User Configuration folder

11. Re-create the Dreamweaver Site preferences.

Re-create the Dreamweaver Site preferences file to eliminate problems that a damaged Site preferences file might cause.

Note: Re-creating the Dreamweaver Site preferences file will remove all site definitions.

To re-create the Dreamweaver Site preferences file:

1. Quit Dreamweaver.
2. Do one of the following:
   • If you're using Dreamweaver CS3, rename the Users/<username>/Library/Application Support/Adobe/Common/9/Sites/Site Prefs file to Site Prefs Old.
   • If you're using Dreamweaver 8, rename the Users/<username>/Library/Application Support/Macromedia/Common/8/Sites/Site Prefs file to Site Prefs Old.
3. Start Dreamweaver. Dreamweaver creates a new Site Prefs file.

If the problem continues, then the Dreamweaver Site preferences file isn't the cause. To restore site definitions, quit Dreamweaver, then delete the new Site Prefs file and restore the original name of the previous Site Prefs file.

12. Disable or remove Extensions using Extensions Manager.

Disable extensions to eliminate problems that a damaged or incompatible extension might cause.

1. In Dreamweaver, choose Commands > Manage Extensions.
2. In the Extension Manager, select your version of Dreamweaver from the product list.
3. Within the list of installed extensions, set the On/Off checkbox to Off for all Dreamweaver extensions.

If the problem ceases, re-enable one extension at a time to isolate the problematic extension. If you identify a problematic extension, remove the extension, then notify the extension's author.

1. Within the Extension Manager, select each extension.
2. Choose File > Remove Extension.

13. Run Dreamweaver while no other applications are running.

To maximize available RAM and reduce the chance that another application may conflict with Dreamweaver, quit open applications, and then restart Dreamweaver.

If applications don't quit as expected, then force quit them.

To force quit open applications:

1. Choose Force Quit from the Apple menu.
2. In the Force Quit Applications dialog box, select an application, and then click Force Quit.
   
   Note: Don't select the Finder, which is the core Mac OS component.
   
   
3. Click Force Quit again when Mac OS returns the alert "Do you want to force Dreamweaver to quit?"
4. Restart Dreamweaver, try to re-create the error, and continue as follows:
   • If the error doesn't occur, then the application you selected in step 2 conflicts with Dreamweaver.
   • If the error occurs, then repeat steps 3-4; or, if you've quit all open applications, then proceed to the next task.

14. Run Dreamweaver in Safe Mode.

1. Restart the computer, and then hold down the Shift key immediately after you hear the startup tone.
2. Release the Shift key when the Apple logo appears. "Safe Boot" appears on the Mac OS X startup screen.
3. Start Dreamweaver.

Safe Mode disables nonessential extensions located in the user accounts Login Items folder. If the problem is resolved when running Dreamweaver in Safe Mode, there is a conflict with a Login Item. For more information on Safe Mode, refer to the Apple website, www.apple.com.

15. Use the Console utility to identify software conflicts.

If the problem causes Dreamweaver to freeze, the Console utility can identify software that causes the conflict.

To use the Console utility to identify software conflicts in Mac OS:

1. Choose Go > Applications, open the Utilities folder, and then double-click Console.
2. Choose View > Show Log List.
3. Open ~/Library/Logs by clicking the triangle to the left of the line.
4. Open CrashReporter by clicking the triangle to the left of the line.
5. Choose either Adobe Dreamweaver CS3.crash.log or Macromedia Dreamweaver 8.crash.log
6. Restart Dreamweaver, and try to re-create the problem. If the problem recurs, reinstall or update the software identified in the crash log.

16. Install Dreamweaver from the desktop.

Some system components;for example, device drivers and virus protection utilities;can conflict with the Dreamweaver installer and result in an incomplete or failed installation. To prevent these conflicts, install Dreamweaver from the desktop.

If your copy of Dreamweaver is on CD-ROM, do one of the following:

• For Dreamweaver CS3:
  1. Copy the Adobe Dreamweaver CS3 folder from the Dreamweaver CD-ROM to the desktop.
  2. Open the Adobe Dreamweaver CS3 folder on the desktop.
  3. Double-click Setup, and follow the on-screen instructions.
• For Dreamweaver 8:
  1. Copy the DW_Client_Installer from the FSCOMMAND folder from the Dreamweaver or Studio CD-ROM to the desktop.
  2. Double-click the DW_Client_Installer on the desktop.
  3. Follow the on-screen instructions.

17. Run Dreamweaver from within a new Admin User account.

Occasionally, user accounts can become corrupted and prevent the installer from accessing or creating the necessary files and folders. Create a new Admin User account, log in to the new account, and then try to install or run Dreamweaver.

To create a new Admin User account in Mac OS :

1. From the Apple menu, choose System Preferences.
2. Click Accounts.
3. Click the plus sign at the bottom-left corner. (If the plus sign is inactive, click the lock icon to make changes.)
4. Type a user name and a password that you'll remember, such as test.
5. Check the Allow User To Administer This Computer checkbox. This makes the test user an administrator.
6. Close the Accounts window.
7. Choose Log Out from the Apple menu.
8. When the login screen displays, choose the test user.

Intermediate troubleshooting

If the tasks in the previous section don't solve the problem, then try the following intermediate troubleshooting tasks.

18. Reinstall Dreamweaver in a new Admin User account in Safe Mode.

An incorrect installation can cause errors when you work in Dreamweaver. Reinstalling Dreamweaver in a new Admin User account in Safe Mode can eliminate these errors.

To reinstall Dreamweaver CS3 in a new Admin User account in Safe Mode:

1. Close all Adobe applications and web browsers.
2. Move any personal files from the Dreamweaver CS3 folder on the hard disk to another location.
3. In the Finder, go to Applications/Utilities/Adobe Installers/ and double-click Adobe Dreamweaver CS3 to launch the installer.
4. Choose Remove Adobe Dreamweaver CS3 Components, click Next, through the removal instruction screens.
   
5. Restart your computer in Safe Mode using the instructions in the task "Run Dreamweaver in Safe Mode".
6. Login to the new Admin User account you created in the task "Run Dreamweaver from within a new Admin User account".
7. Double-click the Dreamweaver installer you copied in the task "Install Dreamweaver from the desktop" or download folder.
8. Follow the on-screen instructions to complete the installation.
9. Start Dreamweaver.

To reinstall Dreamweaver 8 in a new Admin User account in Safe Mode:

1. Close all Adobe applications and web browsers.
2. Move any personal files from the Dreamweaver 8 folder on the hard disk to another location.
3. Follow the instructions in "Uninstalling Studio 8 applications on Macintosh OS X" (TechNote 8f101099).
4. Restart your computer in Safe Mode using the instructions in the task "Run Dreamweaver in Safe Mode".
5. Login to the new Admin User account you created in the task "Run Dreamweaver from within a new Admin User account".
6. Double-click the Dreamweaver installer you copied in the task "Install Dreamweaver from the desktop" or download folder.
7. Follow the on-screen instructions to complete the installation.
8. Start Dreamweaver.

Note: If you previously installed an update to Dreamweaver, then reinstall the update after you reinstall Dreamweaver .

19. Repair disk permissions by running Disk Utility.

If you log in to an account with administrator privileges, but are still unable to install or run Dreamweaver, then your disk permissions may be damaged.

To repair your permissions using the Disk Utility:

1. Choose Go > Applications, open the Utilities folder, and then double-click Disk Utility.
2. Select the volume on which you want to install Dreamweaver, and then click Repair Disk Permissions.
3. Click the First Aid tab.

20. Troubleshoot fonts.

A system error can occur if Dreamweaver accesses a damaged font. You can troubleshoot fonts to determine if they cause the problem.

To troubleshoot fonts in Mac OS X:

1. Deactivate all font management utilities, such as Adobe Type Manager or Extensis Suitcase.
2. Start Font Book from the Applications folder.
3. In the Collection column, select Computer.
4. Choose Edit > Disable "Computer".
5. Run the Dreamweaver installer. Then do one of the following:
   • If the problem recurs, then repeat steps 4-5 to disable the User and other collections.
   • If the problem doesn't recur, then the problem font is in the collection you disabled. In Font Book, enable one font at a time in the collection and try to reproduce problem until you find the damaged font.

21. Optimize hard disks.

Installation or application errors can occur if the hard disk is very fragmented. Optimizing the hard disk rearranges files to minimize future fragmenting. It also restores fragmented files into single contiguous blocks, making hard disk space more accessible to the installer.

Use a disk-optimizing utility, such as Symantec Norton Utilities, to optimize (defragment) each hard disk. For instructions on using a utility, refer to the documentation included with the utility.

22. Check hard disks for damage.

A damaged hard disk can cause installation errors. Check hard disks using a disk utility, such as Apple Disk Utility, Symantec Norton Utilities, or Micromat Drive 10.

Disclaimer: Adobe doesn't support third-party disk utilities but provides the following instructions as a courtesy. For support, contact the developer of the disk utility.

To check for damage by using Apple Disk Utility (included on the system CD):

1. Start the computer from the system CD.
2. Choose Installer > Open Disk Utility.
3. Select the disks to be checked, and then click the First Aid tab.
4. Click Repair to check and, if necessary, repair selected disks.

23. Scan for viruses.

Use current anti-virus software, such as McAfee Virex or Symantec Norton AntiVirus, to check the system for viruses. Make sure that you have the latest virus definitions for the anti-virus software you use. Although virus infections are rare, they can cause unexpected system behavior, including installation errors. Running virus-detection software regularly (for example, daily) prevents viruses from damaging software on the system. For instructions on running or obtaining the latest updates to the virus-detection software, refer to its documentation.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reformatting your hard disk or by determining if hardware is conflicting with Dreamweaver.

Disclaimer: Adobe doesn't support hardware and provides these tasks as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, then you may void the computer's warranty.

Note: Before you remove or rearrange hardware, turn off and disconnect the power to the computer and any peripheral devices.

24. Use Activity Monitor to identify and quit processes that may be using large amounts of system resources.

To ensure that Dreamweaver has enough system resources, use Activity Viewer to quit processes that use more than 30% of the system resources.

1. Choose Go > Applications.
2. Open the Utilities folder, and then double-click Activity Monitor.
3. Do one of the following:
   • In Mac OS 10.4.x:
     1. If the Activity Monitor window doesn't appear, then choose Window > Activity Monitor.
        
     2. Choose View > Update Frequency > Normally (2 sec).
     3. Select each process that uses more than 30% of the CPU, and choose View > Quit Process.
   • In Mac OS 10.3.x:
     1. If the Activity Monitor window doesn't appear, then choose Monitor > Show Activity Monitor.
        
     2. Choose Monitor > Update Frequency > Normally (2 sec).
     3. Select each process that uses more than 30% of the CPU, and choose Process > Quit.

25. Install to a different hard disk that is designated as the startup disk.

Install the system software on a different hard disk (not a different partition on the same disk) and then specify that disk as the startup disk. Then, install Dreamweaver to the new hard disk.

To specify the startup disk:

1. Choose System Preferences from the Apple menu.
2. Select Startup Disk from the System selections.
3. Select the drive to which you reinstalled the system software.
4. Restart the computer.

26. Check for damaged PCI or PCX cards.

Damaged or incompatible PCI or PCX cards can cause system errors. To check PCI or PCX cards, turn off your computer, remove any processor accelerator cards, video cards, or other installed expansion cards, and then restart the computer.

27.Disconnect peripheral devices.

Disconnect peripheral devices one at a time. Peripheral devices include devices connected by FireWire, USB, Serial ATA, IDE, or SCSI. If an error doesn't occur when an external device is disconnected, then there may be a problem with the device, the cable, or the connection. Contact the manufacturer of the device for troubleshooting steps for the device.

28. Check for problems with RAM modules.

Ensure that the RAM modules are installed properly and are not the cause by doing one or more of the following:

• Change the order of the installed RAM modules.
• Remove all but the minimum number of RAM modules needed to run Mac OS and Dreamweaver, and test to see if the problem persists. If it does, then replace the RAM modules you removed and remove the others, testing again to see if the problem persists. If the problem does not recur, then one or more of the removed RAM modules are the cause. For assistance, contact the RAM manufacturer.

29. Run Dreamweaver on a different hard drive or computer.

Install and run Dreamweaver from a different hard drive installed in the same computer or the same hard drive installed in a different computer. If the problem doesn't recur, then the hard drive or the motherboard you were using previously may be the cause. For assistance, contact the manufacturer.

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