TechNote

Troubleshoot system errors or freezes in Dreamweaver CS4 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 CS4 on Mac OS X. System errors can manifest themselves in many different ways, including (but not limited to) the following:

A blank or flickering dialog box
A frozen cursor or screen
An error message such as, "The application 'Adobe Dreamweaver' has unexpectedly quit. The system and other applications have not been affected."

Different factors can cause system errors, including conflicts among device drivers, software, 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. 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 Adobe Dreamweaver CS4.

Dreamweaver CS4 may not run correctly on a system that doesn't meet the following requirements:

PowerPC G5 or multicore Intel processor
Mac OS X v10.4.1110.5.4
512 MB of RAM
1.8 GB of available hard-disk space for installation; additional free space required during installation
1,280x800 display with 16-bit video card

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 your hard drive format.

Dreamweaver was not designed for or tested on hard disks 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 hard disk is formatted as a case-sensitive file system or UFS by choosing Macintosh HD > Get Info and checking 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 not be able to access necessary files. To determine if limited privileges cause the problem, log in as a user with access privileges, and then try to re-create the problem. If the problem doesn't recur, then the account you were previously using lacks access privileges. Contact your system administrator to grant you access privileges.

See "Log in as a user with administrator privileges (Mac OS X)" (TechNote kb404926) for details.

4. Install the latest version of Dreamweaver CS4.

Your operating system and hardware drivers may be more compatible with the latest version of Dreamweaver CS4 than with an earlier version. Before you install an update, make sure that your system meets the requirements.

Free Dreamweaver updates are available from the Adobe website at www.adobe.com/downloads/updates.

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.

Important: Before you install a system update, check the system requirements for Dreamweaver CS4 (and any third-party software or hardware you may use with Dreamweaver) to ensure compatibility. If the update isn't listed, then contact Adobe or the manufacturer of your third-party software or hardware.

6. Re-create the Dreamweaver preferences file.

You can re-create the Dreamweaver preferences file to eliminate problems caused by a damaged preferences file.

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

To re-create the Dreamweaver preferences file:

Quit Dreamweaver.
Drag the Adobe Dreamweaver CS4 Prefs file from the /Users/[username]/Library/Preferences folder to the Trash.
Restart Dreamweaver.

If the problem recurs after you re-create the Dreamweaver preferences file, then the problem isn't related to preference files. To restore custom settings, drag the file you moved in step 2 back to its original location, and then click Replace to the alert "An item named '[filename]' already exists in this location. Do you want to replace it with the one you're moving?"

7. 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:

Quit Dreamweaver.
Rename the Users/<username>/Library/Application Support/Adobe/Dreamweaver CS4/en_US/Configuration folder to Configuration Old.
Note: Different language versions of Dreamweaver will have a different language code folder in the path (for example, en_GB, fr_FR, de_DE).
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.

8. 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:

Quit Dreamweaver.
Rename the Users/<username>/Library/Application Support/Adobe/Common/10/Sites/Site Prefs file to Site Prefs Old.
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.

9. Disable or remove Extensions using Extensions Manager.

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

In Dreamweaver, choose Commands > Manage Extensions.
In the Extension Manager, select your version of Dreamweaver from the product list.
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.

To remove an extension:

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

10. Check the DVD and the DVD-ROM drive.

Sometimes dust or dirt on a CD or DVD can interfere with an installation and prevent your CD-ROM or DVD-ROM drive from recognizing the media. Examine the application CD or DVD for dirt, dust, or fingerprints. Gently wipe the bottom of the disc from the center outward with a soft, lint-free cloth.

Verify that the CD-ROM or DVD-ROM drive can read other CDs or DVDs. If it can't, examine the disc caddy or loading tray for dirt and clean it with a lint-free cloth. If it still can't read other CDs or DVDs, contact the drive manufacturer or Apple Computer.

11. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, then contact the video card manufacturer for an updated driver, or download one from the manufacturer's website.

12. Run Dreamweaver with the Login Items disabled for the user account.

To disable nonessential extensions located in the user accounts Login Items folder, press Shift while you restart the computer. Pressing Shift disables any applications that are in the Login Items folder.

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:

Choose Force Quit from the Apple menu.
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.
Click Force Quit again when Mac OS returns the alert "Do you want to force [application] to quit?"
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. 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.

Copy the Adobe Dreamweaver CS4 folder from the Dreamweaver CS4 DVD-ROM to the desktop.
Open the Adobe Dreamweaver CS4 folder on the desktop.
Double-click the Setup file, and follow the on-screen instructions.

15. Run the Adobe application from within a new user account.

See "Run the Adobe application from within a new user account (Mac OS X)" (TechNote kb404927) for details.

16. 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 X:

Choose Go > Applications, open the Utilities folder, and then double-click Console.
Choose View > Show Log List.
Open ~/Library/Logs by clicking the triangle to the left of the line.
Open CrashReporter by clicking the triangle to the left of the line.
Choose Adobe Dreamweaver CS4.crash.log.
Restart Dreamweaver, and try to re-create the problem. If the problem recurs, reinstall or update the software identified in the crash log.

Intermediate troubleshooting

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

17. Reinstall Dreamweaver CS4.

An incorrect installation can cause errors when you work in Dreamweaver. Reinstalling Dreamweaver can eliminate these errors.

To reinstall Dreamweaver:

Move any personal files from the Adobe Dreamweaver CS4 folder on the hard disk to another location.
Complete task 13 above to force quit open applications.
Double-click the Uninstall Dreamweaver CS4 shortcut in the Adobe Dreamweaver CS4 folder on the hard disk.
Follow the on-screen instructions to uninstall the existing Dreamweaver installation.
Reinstall Dreamweaver CS4 from the product DVD.

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

18. 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.

See "Repair your permissions using the Disk Utility (Mac OS X)" (TechNote kb404928) for details.

19. Troubleshoot fonts.

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

See "Troubleshoot fonts (Mac OS X)" (TechNote kb405153) for details.

20. 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.

21. Check hard disks for damage.

See "Defragment the hard disk and check for errors (Mac OS X)" (TechNote kb404929) for details.

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 procedures 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 warranty for your computer.

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

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

See "Use the Activity Monitor to identify and quit processes that may be using large amounts of system resources (Mac OS X)" (TechNote kb404933) for details.

23. Reinstall the system software.

See 'Reinstall the system software (Mac OS X)" (TechNote kb404937) for details.

24. 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:

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

25. 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.

26. 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.

27. Check for problems with RAM DIMMs.

See "Check for problems with RAM DIMMs" (TechNote kb404980) for details.

28. 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.