TechNote

Troubleshoot system errors and freezes (FrameMaker 9 on Windows Vista)

What's covered

Before you begin
Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you to resolve system errors that occur while you use Adobe FrameMaker 9.0 on Windows XP. System errors can manifest in many different ways, including (but not limited to) the following:

A blank or flickering dialog box
A frozen cursor or screen
A blue screen
An unexpected restart
An error such as one of the following:
"Internal Error [number],[number],[number],[number]"
"This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor."
"FrameMaker caused a General Protection Fault in module [filename]."
"FrameMaker caused an Invalid Page Fault in module [filename]."
"Application Error."
"Unhandled exception detected. Application will be terminated."
"Illegal Instruction."
"Segment load failure in [filename]."
"FrameMaker has encountered a problem and needs to close."
"Fatal System Error."
A STOP error

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

Before you begin

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

Important: Some of the procedures in this document may initiate a User Access Control dialog that asks for your permission to continue. Read the details in the dialog to determine if you want to continue. If you choose to cancel the dialog, then you will not be able to continue with that troubleshooting step.

Note: The procedures in this document are based on the default interface of Windows, with the exception of the Control Panel. The steps in this document that refer to the Control Panel are in reference to the Classic view. The Control Panel can be switched to the Classic view using the appropriate option located on the left side of the Control Panel.The steps in this document that refer to the Control Panel are in reference to the Classic view.

Some of these procedures may require you to locate hidden files, hidden folders, or files by their full file names, which include extensions (for example, example_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes.

See "Show hidden files, hidden folders, and all file name extensions in Windows Explorer (Windows XP,Vista)" (Technote kb402324) for details.

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, FrameMaker 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 FrameMaker.

FrameMaker may not install correctly if the system doesn't meet the following system requirements:

1.0 GHz or faster processor
Microsoft Windows XP with Service Pack 2 (Service Pack 3 recommended), or Windows Vista with Service Pack 1 (certified for 32-bit editions)
512MB of RAM (1GB recommneded)
1.1GB of available hard-disk
DVD-ROM drive,
1,024x 768 screen resolution
Broadband Internet connection required for online services*

*This product may allow you to access certain features that are hosted online ("online services"), provided you have a high-speed Internet connection. The online services, and some features thereof, may not be available in all countries, languages, and/or currencies and may be discontinued in whole or in part without notice. Use of the online services is governed by separate terms of use and by the Adobe Online Privacy Policy, and access to these services may require user registration. Some online services, including services that are initially offered at no charge, may be subject to additional fees. For more details and to review the terms of use and Online Privacy Policy, visit www.adobe.com.

For updates to system requirements, visit www.adobe.com/products/framemaker/systemreqs.

Note: To check basic system information, such as processor speed and how much RAM is installed, choose Start > Control Panel > System.
To check available hard disk space, click on Start button > Computer; select the disk on which you want to install FrameMaker and click on Free Space. Make sure that the disk on which Windows is installed has at least 15% of its space available, even if you install FrameMaker on a different disk or partition. To increase available hard disk space, search for and delete any *.tmp files on your computer. For instructions, see the documentation included with Windows.

2. Install the latest version of FrameMaker.

The latest version of FrameMaker may be more compatible with the operating system and drivers. Before you install an update or upgrade, make sure that the system meets the requirements.

The free FrameMaker 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 http://partners.adobe.com/resellerfinder/na/findreseller.jsp and choose your country or region from the menu at the top of the page.
To purchase an upgrade from Adobe, visit the Adobe Store at http://store.adobe.com/store and choose your country or region from the menu at the top of the page.
To contact Adobe Customer Service in your region for assistance, visit the Adobe website at www.adobe.com, select your region from the menu at the top of the page, and then click Contact Us.

3. Install current Windows service packs and other updates.

See "Install current Windows service packs and other updates (Windows Vista)" (TechNote kb405107).

4. Re-create the FrameMaker's preferences file.

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

Note: When you use this solution, FrameMaker will create a new preferences file and you will lose custom settings associated with your current preferences file. However, the file you rename in step 2 is your original preferences file. If you determine that the preferences file is not causing the problem, then you can restore your custom settings by following the instructions below.

To re-create the FrameMaker preferences file, do the following:

Quit FrameMaker.
Rename the maker.ini file (for example, to maker.ini.old) in the C:\\Users\[user]\AppData\Roaming\Adobe\FrameMaker\9.0 folder.
Start FrameMaker. During the startup process FrameMaker will detect the maker.ini file is missing and should automatically create a new preferences file with default settings.

5. Optimize handling of temporary files by Windows Vista.

Windows and applications store working data in temporary (.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications. To delete temporary files by using the Disk Cleanup utility included with Windows, please refer to the document, "Delete temporary files using the Disk Cleanup utility (Windows Vista)" (TechNote kb404917).

After completing the Disk Cleanup process, do the following:

Click on the Start button and in the Start Search field type: "%temp%" [Without the quotation marks] and then press the Enter key.
When the local settings\temp folder opens, click on Edit > Select All.
On the menu bar, click on File > Delete. When the system asks if you really want to delete these files, click the OK button.

Note: If any of the temporary files are still in use by a process or service running in the background, the deletion process will stall and a windows dialog box will open. If it does put a check mark in the box to: "Do this for all current items" and then click on the "Skip" button.

6. Run FrameMaker in a simplified mode.

Some applications or services may cause system errors or freezes when running concurrently with FrameMaker. Services are specialized programs that perform functions to support other programs. Before starting FrameMaker, disable other applications, including startup items (items that start automatically with Windows), and services.

To start Windows Vista in a simplified mode:

Choose Start, type msconfig in the Search text box, and press Enter.
On the Startup tab, click Disable All.
On the Services tab, select Hide All Microsoft Services, click Disable All, and then click OK.
In the System Configuration dialog box, click OK then Restart.
Start the FrameMaker installer "setup.exe" and then follow the on-screen instructions.

To identify which startup item is causing the issue:

Determining which startup item is generating the problem can be a tedious process. After determining that startup items are the problem's cause, break the list of items into halves. Test each half of the list to determine if a problem startup item is present. Continue to break the list in half until you determine what startup items are generating the issue. Do not leave any half untested. Multiple startup items may exhbit the same behavior.

Attempt to replicate the issue with all items disabled. If the issue does not occur, then proceed to the next section. Reenable startup items after all steps have been completed.
Restore half of the items that were disabled.
Attempt to replicate the issue.
- If the issue occurs, then divide the startup items in half and determine which half the issue occurs within.
- If the issue is not reproducible, then enable half of the remaining startup items. Continue dividing the items in halves until you have determined what startup item(s) are generating the issue.
Once the problem startup item has been isolated. Contact the startup item's manufacturer for updates or configuration information.

To reenable startup items and services:

Choose Start > Run, type msconfig, and click OK.
Choose Normal Startup on the General tab, click OK, and restart the computer.

Note: If unselected items were present on the Services or Startup tab, then you will need to unselect them again

7. Set a PostScript printer as the default.

To determine if the printer driver for the current default printer conflicts with FrameMaker, install a printer that uses a PostScript printer driver, and then set that printer as the default. (In Windows, you can install a printer that isn't a physical piece of hardware.) If the problem doesn't recur, then the printer driver that you were using previously conflicts with FrameMaker; contact the printer manufacturer for an updated driver.

To install a printer that uses a PostScript printer driver, see "Install a printer that uses a PostScript printer driver (Windows Vista)" (TechNote kb404883).

To set a printer as the default:

Choose Start > Control Panel.
Double-click Printers.
Right-click the printer, and then choose Set As Default Printer from the menu.

If you do not have a PostScript Printer you can set the Adobe PDF Printer, installed with various Adobe applications, as you default printer.

8. Troubleshoot third-party plug-ins.

Remove third-party plug-ins from the FrameMaker plug-ins folder, and then restart FrameMaker. If the problem recurs, move the plug-ins back to the FrameMaker plug-ins folder and proceed to the next section of this document, "Intermediate troubleshooting." If the problem doesn't recur, thenidentify and address conflicting plug-ins.

To identify and address conflicting plug-ins:

Move one third-party plug-in back to the FrameMaker plug-ins folder.
Restart FrameMaker, and try to re-create the problem.
If the problem doesn't recur, then begin again at step 1. If the problem does recur, then contact the developer of the plug-in that you last moved, and inquire about an update.

If the tasks in the previous section did not solve the problem, then try the following intermediate troubleshooting tasks.

Intermediate troubleshooting

9. Install Adobe FrameMaker in a simplified mode from the desktop.

Software and services that load automatically with Windows (for example, virus protection utilities) can conflict with FrameMaker 9 installer and cause problems in FrameMaker. To prevent conflict, reinstall FrameMaker 9 while Windows is in simplified mode doesn't resolve the issue, try installing and running FrameMaker 9 on a different computer, or on a different hard drive.

To copy the FrameMaker 9 install files to the desktop:

Insert the first FrameMaker 9 disc into your DVD-ROM drive.
Click the Start button, and then click Computer.
Right-click on your DVD-ROM drive, and then click Explore.
Copy the AdobeFrameMaker 9 folder from the DVD to your desktop. If you are asked to confirm replacing any folders with the same name, select "Yes".
Click the Start button, and then click Computer.

To start Windows Vista in a simplified mode:

Choose Start, type msconfig in the Search text box, and press Enter.
On the Startup tab, click Disable All.
On the Services tab, select Hide All Microsoft Services, click Disable All, and then click OK.
In the System Configuration dialog box, click OK then Restart.
Start the FrameMaker installer "setup.exe" and then follow the on-screen instructions.

To re-enable startup items and services:

Choose Start, type msconfig in the Search text box, and press Enter.
Choose Normal Startup on the General tab, click OK, and restart the computer.

10. Run FrameMaker in a new user account.

Create a new user account that has the same permissions as the account that you use when the problem occurs. If the problem doesn't recur, then the original user account may be damaged. For instructions on creating a new user account, see "To add a new user to the computer" in Windows Help or contact your system adminstrator.

11. Disable UAC (User Access Control)

Important: This procedure involves disabling User Access Control. This feature is intended to prevent administrative accounts from performing undesired actions that may affect the system. Disabling UAC removes these notifications. You must restart your system after you disable or re-enable UAC.

For more information on UAC, see the Microsoft Windows Vista support site.

Choose Start > Control Panel.
Double click User Accounts.
Select Turn User Account Control On Or Off.
Deselect Use User Account Control (UAC) To Help Protect Your Computer and click OK.
Click Restart Now

To re-enable UAC:

Choose Start > Control Panel.
Double click User Accounts.
Select Turn User Account Control On Or Off.
Select Use User Account Control (UAC) To Help Protect Your Computer and click OK.
Click Restart Now.

12. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, thencontact the video card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of a video card, view the card's properties in Device Manager.)

123. Disable Windows Aero.

See "Disable Windows Aero (Windows Vista)" (TechNote kb404886) for details.

14. Verify that device drivers are compatible with Windows Vista.

See "Verify that device drivers are compatible with Windows Vista (Windows Vista)" (TechNote kb404887) for details.

15. Check for font problems.

See "Reduce the number of active fonts (Windows Vista)" (TechNote kb404915) for details.

16.Optimize handling of temporary files by Windows Vista.

See "Delete temporary files using the Disk Cleanup utility (Windows Vista)" (TechNote kb404917) for details.

17. Set the virtual memory paging file to the default size.

See "Set the virtual memory paging file to the default size (Windows Vista)" (TechNote kb404939) for details.

18. Repair and defragment hard disks.

See "Repair and defragment hard disks (Windows Vista)"(TechNote kb405363) for details.

19. Scan the system for viruses.

Use current anti-virus software (for example, Symantec Norton AntiVirus or McAfee VirusScan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the anti-virus software.

20. Identify the file that causes the problem.

If an error indicates which file causes the problem, then reinstall the application to which that file belongs. If that file is damaged and causes problems in FrameMaker, then reinstalling the associated application can correct the problem.

If an error indicates a Windows file, then contact Microsoft for help replacing that file.

Advanced troubleshooting

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

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.

21. Log in using the built-in Administrator account.

The built-in Administrator account has a higher access level to the system than a normal local administrator account. By default the built-in Administrator account is disabled. For information about enabling and logging in to the built-in Administrator account, contact your system administrator. You can also refer to this support document on the Microsoft support website: http://support.microsoft.com/kb/926183/en-us?spid=11737&sid=73.

22. Check for problems with RAM DIMMs.

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

23. Contact Adobe Technical Support.

If none of the above steps has resolved the error or freeze that you are experiencing with FrameMaker, then you need to contact Adobe Technical Support. You can find the support options at the Support Center.