What's covered

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.

Note: The procedures in this document are based on the default interface of Windows XP. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel. Additoinally, the procedures in this document assume you are using the Classic View of the Control Panel: To view the Control Panel in the Classic View, click Switch To Classic View on the Control Panel navigation bar on the left side of the window.

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)" (Technote kb404856) 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)
  • 512 MB 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 10% 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 XP)" (TechNote kb404859) for details.

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 restoring the proper name to your original file.

To re-create the FrameMaker preferences file:

  1. Quit FrameMaker.
  2. Rename the maker.ini file (for example, to maker.ini.old) in the C:\Documents and Settings\<user name>\Application Data\Adobe\FrameMaker\9.0 folder.
  3. Start FrameMaker. During launch, when FrameMaker detects the maker.ini file is missing, a new preferences file will be automatically created with default settings.

5. Rename the Adobe Linguistics folder

As with the preferences file, custom settings are stored in files in the Adobe Linguistics folder. if one of these files becomes damaged, it may result in launch failures.

Note: When you use this solution, custom dictionary and hyphenation additions or exceptions will be lost. Because this folder is shared, other Adobe applications may be affected. If you determine that the linguistics data is not causing the problem, they you can restore your custom settings by restoring the proper name to the original folder.

To troubleshoot the linguistics files:

  1. Quit FrameMaker and any other Adobe applications.
  2. Rename the Linguistics folder (for example, to linguistics.old) in the C:\Program Files\Common Files\Adobe\ folder.
  3. Start FrameMaker.

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 disable startup items and services, see "Disable startup items and services (Windows XP)" (TechNote kb404984).

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.

  1. 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.
  2. Restore half of the items that were disabled.
  3. 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.
  4. 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:

  1. Choose Start > Run, type msconfig, and click OK.
  2. 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 XP)" (TechNote kb404861).

To set a printer as the default:

  1. Choose Start > Printers And Faxes.
  2. Right-click the printer, and then choose Set As Default Printer from the menu.

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:

  1. Move one third-party plug-in back to the FrameMaker plug-ins folder.
  2. Restart FrameMaker, and try to re-create the problem.
  3. 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.

 

Intermediate troubleshooting

 

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

9. Reinstall FrameMaker in a simplified mode.

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

[Note that instructions may vary somewhat, depending on the BIOS.]

To start Windows XP in a simplified mode:

  1. Insert the FrameMaker disc into the disc drive.
  2. Copy the [product and version] folder on the FrameMaker disc to the desktop.
  3. Move any personal files out of the FrameMaker folder and its subfolders.
  4. Choose Start > Control Panel > Add Or Remove Programs.
  5. Select Adobe [product and version], and click Remove. Follow the on-screen instructions to remove FrameMaker.
  6. Choose Start > Run.
  7. Type msconfig in the Open text box, and then press Enter.
  8. On the Startup tab, click Disable All.
  9. On the Services tab, select Hide All Microsoft Services, click Disable All, and then click OK.
  10. In the System Configuration dialog box, click Restart.
    • Note: Upon reboot, you'll be notified that the System Configuration Utility has made changes to the way

      that Windows starts up. Click OK, and when the System Configuration Utility appears click Cancel.
  11. Start the FrameMaker installer in the FrameMaker 9.0 folder, and then follow the on-screen

    instructions.
  12. Press F8 before Windows starts, when you see a message such as "For Advanced Startup Optionsâ¦â
  13. Select VGA Mode from the list of startup options.
  14. In the Desktop dialog box, click OK to start Windows.
  15. Start the FrameMaker installer in the [product and version] folder, and then follow the on-screen

    instructions.

To reenable startup items and services:

  1. Choose Start > Run, type msconfig, and click OK.
  2. 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. Check for font problems.

See "Reduce the number of active fonts (Windows XP)" (TechNote kb404867) for details.

12. Optimize handling of temporary files by Windows XP.

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.

See "Delete temporary files using the Disk Cleanup utility (Windows XP)" (TechNote kb404871) for details.

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

See "Set the virtual memory paging file to the default size (Windows XP)" (TechNote kb404877) for details.

14. Repair and defragment hard disks.

See "Repair and defragment hard disks (Windows XP)"(TechNote kb404981) for details.

15. 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.

16. 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 XP and FrameMaker, or reformatting your hard disk and then reinstalling Windows XP 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.

17. Check for problems with RAM DIMMs.

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

 

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