Troubleshoot errors or freezes during installation (FrameMaker 7.0-7.1 on Windows)

What’s covered

Beginning troubleshooting

Intermediate troubleshooting

This document can help you to resolve system errors that occur while you use Adobe FrameMaker 7 on Windows. 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:

“Error 115”

“Component move data”

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.

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

FrameMaker may not run correctly on a system that doesn’t meet the following requirements:

— Intel Pentium processor

— Microsoft Windows 98 SE, 2000 or XP

— 256 MB of available RAM

— 275 MB of available hard-disk space

— CD-ROM drive

— Video card capable of displaying 256 colors (recommended)

* To check how much RAM is installed, choose Start > Control Panel > System. The amount of RAM appears on the lower half of the General tab in the System Properties dialog box.

2. Check the FrameMaker CD-ROM and the CD-ROM drive.

Do the following:

— Gently wipe the bottom of the FrameMaker 7.x CD from the center outward with a soft, lint-free cloth to remove dirt, dust, or fingerprints.

— Verify that the CD-ROM drive can read other CDs. If it can’t, examine the loading tray for dirt and clean it with a lint-free cloth. If it still can’t read other CDs, contact the CD-ROM drive manufacturer or the computer manufacturer.

3. Run Disk Cleanup to remove temporary files.

1. Double click the My Computer icon.

2. Right-click the Windows system drive (default is C:) and choose Properties.

3. On the General tab, click Disk Cleanup.

Note: You may experience a slight delay the first time you click Disk Cleanup.

4. Deselect all available options except Temporary Files, and then click OK.

5. After the Disk Cleanup is complete, start the FrameMaker installer.

Intermediate troubleshooting

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

4. Install in Safe or VGA mode, and then install FrameMaker in normal operating mode.

Copy the FrameMaker installation files to the desktop, and then install FrameMaker in VGA mode (Windows NT) or Safe mode (Windows XP, Windows 2000, Me, 98, or 95):

1. Insert the FrameMaker CD into the CD-ROM drive.

2. In Windows Explorer, copy the FM folder on the FrameMaker CD to the desktop. If you receive an error such as “Cannot copy Data1” when copying the folder, go to Solution 6.

3. Restart the computer, and continue as follows:

— In Windows NT, choose Windows NT (VGA Mode) from the startup menu.

— In Windows XP, 2000, or 98, press the F8 key as soon as Windows begins loading, and then select Safe Mode from the list of startup options.

Note: If you cannot start Windows 98 in Safe mode using these instructions, refer to the more detailed instructions in document 322724 , “Starting Windows 95 and Windows 98 in Safe Mode.”

4. If you use Windows XP, 2000, or 98, click OK to acknowledge that Windows is running in Safe mode. If Windows doesn’t display the words “Safe Mode” in each corner of the desktop, repeat steps 3-4.

5. In Windows Explorer, open the FrameMaker folder on the desktop.

6. Double-click the Setup.exe file to start the FrameMaker installer, and follow the on-screen instructions.

7. Restart Windows in normal mode after the FrameMaker installation is complete.

Note: The next step is unnecessary if you already have Adobe Acrobat installed.

8. Reinstall Distiller in normal mode:

a. Double-click the Setup.exe file to start the FrameMaker installer.

b. Follow the instructions on screen and then select Custom when the installer asks what type of installation you want.

c. Deselect all available options, and then click Next.

d. A window appears that asks you if you would like to installer Acrobat Distiller. Click Yes.

5. Check the hard disk for errors, then install in Safe or VGA mode.

Use a disk utility to check the hard disk for errors and defragment it. Then install FrameMaker 7.x while running Windows in VGA mode or Safe Mode (see Solution 4).

Important: Make sure that the disk utility repairs any errors that it detects. If you defragment a disk that contains errors, you may lose data. If the utility detects errors that it cannot fix, contact the computer manufacturer for assistance.

— To check the hard disk in Windows 98, use the ScanDisk and Disk Defragmenter utilities included with Windows: Choose Start > Programs > Accessories > System Tools.

— To check the hard disk in Windows XP or Windows 2000:

1. Locate the disk you want to check in Windows Explorer.

2. Right-click the disk icon in the left pane and choose Properties.

3. Click the Tools tab.

4. Click Check Now. If the Check Disk utility detects errors, have it fix them. If it cannot fix them, contact the computer manufacturer for assistance.

5. If no errors are found or if the Check Disk repairs all errors, click Defragment Now (Windows 2000) and follow on-screen instructions.

6. Run a virus check.

Check the system for viruses using current anti-virus software, such as Norton AntiVirus or Network Associates VirusScan. Make sure that you have the latest virus definitions for the anti-virus software you use. Although virus infections are rare, they can cause strange system behavior, including installation errors. Running anti-virus software regularly (daily) can prevent viruses from damaging software on the system. For further instructions and for information about updated virus definitions, refer to the documentation for the anti-virus software.

7. Perform a custom installation of each FrameMaker component.

1. Start the FrameMaker installer.

2. Click Next in the Adobe FrameMaker 7.x Setup dialog box.

3. In the Select Country dialog box, select the country you’re in, and then click Next.

4. Click Accept to accept the license agreement.

5. Select Custom in the Adobe FrameMaker 7.x Setup dialog box, and then click Next.

6. Deselect all of the components except one. Install the components in the following order, one at a time:

— Adobe FrameMaker

— Help and Online Manuals

— Filters

— Dictionaries

— Sample Files

— Clip Art

— Tour Files

— Adobe WebDAV

— Sample Structured Apps

— Canadian English Dictionaries

— XML Cookbook