What’s covered

Beginning troubleshooting

Intermediate troubleshooting

Advanced troubleshooting

This document can help you to resolve system errors that occur while you use Adobe FrameMaker 6.x – 7.x 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.

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.

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 system memory. Continuing to work without restarting the computer may compound the problem.

Note: Some of these procedures require you to locate hidden files and hidden folders. Some procedures require you to locate 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.

To show hidden files, hidden folders, and all file name extensions in Windows Explorer:

1. In Windows Explorer, choose Tools > Folder Options.

2. Click the View tab in the Folder Options dialog box.

3. In Advanced Settings, select Show Hidden Files And Folders.

4. Deselect Hide Extensions For Known File Types.

5. Click OK.