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Troubleshoot system errors or freezes in FrameMaker (6.x – 7.x on Windows XP)

Troubleshoot system errors or freezes in FrameMaker (6.x – 7.x on Windows XP)

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.

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:

FrameMaker 7.2:

— Intel Pentium processor

— Microsoft Windows 2000, or XP

— 256 MB of RAM

— 380 MB of available hard-disk space

— Video card capable of displaying 256 colors

— CD-ROM drive

— Adobe PostScript, PCL or GDI printer (Adobe PostScript printer recommended)

FrameMaker 7.1:

— Intel Pentium processor

— Microsoft Windows 98 Second Edition, 2000, or XP

— 256 MB of RAM

— 275 MB of available hard-disk space

— Video card capable of displaying 256 colors

— CD-ROM drive

— Adobe PostScript, PCL or GDI printer (Adobe PostScript printer recommended)

FrameMaker 7.0:

— Intel Pentium processor

— Microsoft Windows 98 Second Edition, NT (SP 5 or 6), 2000, or XP

— 64 MB of RAM (128 MB of RAM recommended)

— 140-200 MB of available hard-disk space

— Video card capable of displaying 256 colors

— CD-ROM drive

— Adobe PostScript, PCL or GDI printer (Adobe PostScript printer recommended)

FrameMaker 6.0:

— Intel Pentium processor

— Microsoft Windows 95, 98 Second Edition, NT (SP 5 or 6), 2000, or XP*

— 32 MB of RAM (64 MB of RAM recommended)

— 90-145 MB of available hard-disk space

— Video card capable of displaying 256 colors recommended

— CD-ROM drive

— Adobe PostScript, PCL or GDI printer (Adobe PostScript printer recommended)

* FrameMaker 6.0 is supported on Windows XP only with the 6.0p405 patch, available from the Adobe website at www.adobe.com/support/downloads.

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. 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 latest free updates for your version of FrameMaker 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, or call Customer Services at 800-833-6687 (U.S. and Canada only).

— 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, or call Customer Services at 800-833-6687 (U.S. and Canada only).

3. Install current Windows service packs and other updates.

Updates to the Windows operating system improve its performance and compatibility with applications. You can obtain Windows service packs and other updates from the Microsoft website at www.windowsupdate.com. For assistance installing service packs and other updates, contact Microsoft technical support.

Important: Before you install a system update, check the system requirements for FrameMaker 6.x – 7.x (and any third-party software or hardware you may use with FrameMaker) to ensure compatibility. If the update isn’t listed, contact Adobe or the manufacturer of your third-party software or hardware.

If you’ve reinstalled an application or the Windows operating system after installing the latest Windows update, reinstall the update. Some applications install commonly used system files, overwriting the updated versions installed by the Windows update.

4. 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.

Delete temporary files either by using the Disk Cleanup utility included with Windows or by using the following instructions. Make sure that a sufficient amount of free space is available on the hard disk to which temporary files are written. To start Disk Cleanup, choose Start > Programs > Accessories > System Tools > Disk Cleanup. For information about Disk Cleanup, see Windows Help.

To manually delete temporary files:

Note: Repeat this procedure periodically. Windows deletes temporary files when Windows and applications close normally. When Windows or an application crashes, however, temporary files can accumulate on the hard disk.

1. Quit all applications.

2. Choose Start > Search, and click All Files And Folders.

3. Type *.tmp in the All Or Part Of The File Name box.

4. Choose Local Hard Drives from the Look In menu, and then click Search.

5. After the search results appear, choose Edit > Select All.

6. Choose File > Delete. Click Yes to confirm that you want to send the files to the Recycle Bin.

7. Remove any files you don’t want to delete from the Recycle Bin, and then empty the Recycle Bin. Windows deletes all temporary files not in use.

To make sure that a sufficient amount of free space is available on the hard disk to which temporary files are written:

1. Quit all applications.

2. Choose Start > Control Panel > System.

3. Click the Advanced tab, and then click Environment Variables.

4. In the User Variables For [user profile] area, locate TEMP in the Variable column, and note the folder listed in the Value column. If the complete pathname for the folder isn’t visible, double-click TEMP in the Variable column, and note the folder name in the Variable Value box.

Note: If a TEMP variable doesn’t exist, contact your system administrator for assistance.

5. In Windows Explorer, verify that the folder you noted in step 4 exists on a non-compressed disk partition that has at least the amount of of free space required noted in the System Requirements for the version of FrameMaker you are using:

— If the folder doesn’t exist, then create it: Right-click the drive, choose New Folder from the menu, and type the folder name you noted in step 4 (for example, Temp).

— If the disk doesn’t have enough free space, then create additional space by removing unnecessary files. To determine the amount of free space, right-click the disk and choose Properties from the menu.

5. Run FrameMaker while no other applications are running.

Some applications may cause system errors or freezes when running concurrently with FrameMaker. Before starting FrameMaker, disable other applications, including startup items (items that start automatically with Windows).

To disable startup items:

1. Quit all applications.

2. Choose Start > Run, and type msconfig in the Open box. Click OK.

3. Click the Startup tab, and click Disable All.

4. Click OK, and restart Windows.

Note: Depending on settings in the System Configuration utility, a System Configuration utility dialog box may appear after the restart, asking you if you want to continue in Selective Startup mode. If this occurs, click OK once to close the message dialog box. Click OK again to quit the System Configuration utility. Click Exit Without Restart.

5. Right-click icons in the Notification Area (called the System Tray in earlier versions of Windows) to close or disable any startup items that are still active.

Then, try to re-create the problem:

— If the problem doesn’t occur, one of the disabled startup items conflicts with FrameMaker. Reenable startup items one at a time, testing each time until you determine which item conflicts with FrameMaker. Then contact that item’s developer for an update, if available.

— If the problem does occur, startup items aren’t the cause and you can reenable them:

a. Choose Start > Run, and type msconfig in the Open box. Click OK.

b. Click the Startup tab, and click Enable All.

c. Click OK, and restart Windows.

6. Set a PostScript printer as the default printer.

To determine if the printer driver for the current default printer conflicts with FrameMaker, install a printer that uses a PostScript printer driver (such as the Adobe PDF printer), and then set that printer as the default printer. (In Windows, you can install a printer that isn’t a physical piece of hardware.) If the problem doesn’t recur, 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:

1. Download the installer for the Adobe PostScript printer driver (AdobePS) from the Adobe website at www.adobe.com/support/downloads/ .

2. Double-click the installer file, and then follow the on-screen instructions.

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.

7. Troubleshoot third-party plug-ins.

Remove third-party plug-ins from the FrameMaker, and then restart FrameMaker. If the problem recurs, reinstall the plug-ins and proceed to the next section of this document, “Intermediate troubleshooting.” If the problem doesn’t recur, identify and address conflicting plug-ins.

Intermediate troubleshooting

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

8. Reinstall FrameMaker in Safe or VGA mode.

Device drivers and software that loads automatically with Windows (for example, screen savers and virus protection utilities) can conflict with the FrameMaker installer and cause problems in FrameMaker. To prevent conflict, reinstall FrameMaker while Windows is in Safe or VGA mode. In Safe or VGA mode, nonstandard device drivers and startup software are disabled. Note: FrameMaker 7.2 cannot be installed in Safe Mode.

If reinstalling in Safe or VGA mode doesn’t resolve the issue, try installing and running FrameMaker on a different computer, or on a different hard drive.

To reinstall FrameMaker in Safe mode:

1. Insert the FrameMaker disc into the disc drive.

2. Copy the FrameMaker 6.x or FrameMaker 7.x 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 FrameMaker, and click Remove. Follow the on-screen instructions to remove FrameMaker.

6. Restart Windows.

7. Press F8 before Windows starts, when you see a message such as “For Advanced Startup Options . . . .”

8. Select Safe Mode from the list of startup options.

9. “Safe Mode” should appear in each corner of the desktop.

— If “Safe Mode” doesn’t appear in each corner of the desktop, then repeat steps 6-8.

— If “Safe Mode” does appear in each corner of the desktop, then log in as administrator of the local machine.

10. If a dialog box indicates that Windows is running in Safe Mode, then click OK.

11. Start the FrameMaker installer in theFrameMaker 6.x or FrameMaker 7.x folder, and then follow the on-screen instructions.

12. Restart Windows in normal mode.

To install FrameMaker in VGA mode:

1. Insert the FrameMaker disc into the disc drive.

2. Copy the FrameMaker 6.x or FrameMaker 7.x folder on the FrameMaker disc to the desktop.

3. Disable startup items, and restart Windows in VGA mode:

a. Choose Start > Run.

b. Type msconfig in the Open box, and then press Enter.

c. Click the Startup tab, click Disable All, and then click OK.

d. In the System Configuration dialog box, click Restart.

e. Press F8 before Windows starts, when you see a message such as “For Advanced Startup Options . . . .”

f. Select VGA Mode from the list of startup options.

g. In the Desktop dialog box, click OK to start Windows.

4. Start the FrameMaker installer in the FrameMaker 6.x or FrameMaker 7.x folder, and then follow the on-screen instructions.

5. Restart Windows in normal mode.

9. 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, 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.

10. Check for font problems.

To determine whether a font causes the problem, reduce the number of active TrueType fonts by moving the font files to another location:

Note: Don’t move the TrueType fonts installed by Windows. For a list of these fonts, see document 326402 , “TrueType Fonts Installed by Windows XP.”

1. Create a new folder (for example, C:TrueType).

2. Open the WindowsFonts folder.

3. Move TrueType font files–excluding those installed by Windows–from the WindowsFonts folder to the folder you created in step 1.

4. Restart Windows.

5. Move some of the fonts moved in step 3 back to the WindowsFonts folder.

6. Restart Windows.

7. Start FrameMaker, and try to re-create the problem.

8. If the problem doesn’t recur, repeat steps 5-7, testing different fonts. If the problem recurs, one of the fonts you moved in step 5 may be the cause. Remove those fonts from the WindowsFonts folder, and repeat steps 4-6, this time adding only one font at a time. When the problem recurs, do one or more of the following:

— If you use a font utility other than the Windows Fonts folder (for example, FontMaster 6.0, included with CorelDRAW 6.0), remove the fonts using that utility. For instructions, refer to the documentation for the utility.

— Remove the font and reinstall it from the original media.

— Contact the font manufacturer to obtain an updated version of the font.

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, contact 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.) You can often determine if the video driver is outdated by changing the color depth and resolution of the video card or by disabling graphics hardware acceleration.

To change the color depth and resolution used for FrameMaker:

1. Choose Start > All Programs, right-click Adobe FrameMaker 6.x or FrameMaker 7.x, and choose Properties from the menu.

2. Click the Compatibility tab.

3. Select Run In 256 Colors.

4. Select Run in 640×480 Screen Resolution.

5. Click OK, and then restart FrameMaker.

Note: This change affects other applications that run at the same time as FrameMaker. When you close FrameMaker, video settings return to the defaults in other applications.

To disable graphics hardware acceleration:

1. Choose Start > Control Panel > Display.

2. Click the Settings tab.

3. Click Advanced.

4. Click the Troubleshoot tab.

5. Move the Hardware Acceleration slider to None.

6. Click Apply and then click OK to accept the new setting and close the dialog box.

7. Click OK to close the Display Properties dialog box.

8. Restart Windows and FrameMaker. If the problem no longer occurs, contact the video card manufacturer for an updated driver.

12. Verify that other device drivers are compatible with Windows XP.

If updating the video card driver doesn’t resolve the problem, verify that all other device drivers are compatible with Windows XP. Device drivers are software files that allow Windows to communicate with devices such as scanners, mouse devices, and keyboards. Contact the device manufacturer to make sure that you are using the latest driver for it.

To check for device driver problems:

1. Choose Start > Control Panel > System.

2. Click the Hardware tab, and then click Device Manager.

3. Click the plus sign (+) to the left of each device type.

4. If a device appears with a black exclamation mark (!) in a yellow circle, right-click that device, and choose Properties from the menu.

5. Note the properties for the device:

— Check the Device Status field: If the device isn’t working properly, information in this field can help you troubleshoot the problem.

— If the Properties dialog box has a Driver tab, click it. If the Driver tab doesn’t indicate the driver provider, click Driver Details. If Microsoft is the provider, a generic driver is probably installed; contact the device manufacturer to obtain the most recent driver that they provide.

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

Virtual memory allows the system to use hard disk space to store information normally stored in RAM. Windows XP manages virtual memory by using a paging file. You specify the minimum and maximum size of this file. If the size is different from the default in Windows XP, applications may return errors. However, some applications may require a non-default size for the paging file. Change the size only if other applications aren’t adversely affected.

To set the paging file to the default size:

Note: You must be logged on as an administrator to change the size of the paging file.

1. Quit all applications.

2. Choose Start > Control Panel > System.

3. Click the Advanced tab, and then click Settings in the Performance area.

4. Click the Advanced tab, and then click Change in the Virtual Memory area.

5. From the Drive list, select a hard-disk partition that has free space equal to at least three times the amount of the computer’s installed RAM. To determine the amount of space available on a hard-disk partition, click the drive letter; the amount of space available appears in the Paging File Size For Selected Drive area.

6. In the Initial Size box, enter a value equal to one and a half times the amount of the computer’s installed RAM.

7. In the Maximum Size box, enter a value equal to twice the amount of the Initial Size value.

8. Click Set, and then click OK to close the Virtual Memory dialog box.

9. Click OK to the alert “The changes you have made require you to restart your computer . . .”

10. Click OK to close the Performance Options dialog box, and then click OK to close the System Properties dialog box.

11. Click Yes in the System Settings Change dialog box. Windows restarts.

14. Repair and defragment hard disks.

System errors can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks, either by using the Error-checking tool and Disk Defragmenter utility included with Windows or by using a third-party disk utility (for example, Symantec Norton Utilities). You should run such utilities on each hard disk or partition. More information about the Error-checking tool and Disk Defragmenter appears below; for more information about a third-party disk utility, refer to the documentation for the utility.

The Error-checking tool repairs bad sectors, lost allocation units and file fragments, cross-linked files, and invalid file names. To access the Error-checking tool, choose Start > My Computer, right-click the desired hard disk, and choose Properties from the menu. In the Local Disk Properties dialog box, click the Tools tab, and then click Check Now in the Error-checking area.

Note: To prevent Disk Defragmenter from moving files to bad sectors of a disk, run the Error-checking tool before running Disk Defragmenter.

Disk Defragmenter rearranges the files and free space on your computer so that files are stored in contiguous units and free space is consolidated in one contiguous block. To access the Disk Defragmenter utility, choose Start > All Programs > Accessories > System Tools > Disk Defragmenter.

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

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

Advanced troubleshooting

If the tasks in the previous section don’t resolve the problem, you may be able to resolve the problem by reinstalling Windows XP and FrameMaker, reformatting your hard disk and 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, you may void the warranty for your computer.

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

17. Perform a clean installation of Windows XP , and reinstall FrameMaker.

Perform a clean installation of Windows XP, and install FrameMaker from the original installation media. Perform this procedure particularly if you’ve upgraded to Windows XP and overwrote the previous version of the operating system.

After you reinstall Windows and FrameMaker, try to re-create the problem:

— If the problem no longer occurs, install other applications one at a time and try to re-create the problem after each installation. If the problem occurs after an installation, the recently installed application may be the cause.

— If the problem occurs when only Windows and FrameMaker are installed, proceed to task 21.

For instructions on performing a clean installation of Windows XP, see document 315341, “How to perform an in-place upgrade (reinstallation) of Windows XP” on the Microsoft website at http://support.microsoft.com .

18. Reformat the hard disk, and reinstall only Windows XP and FrameMaker.

Reformat the hard disk, and then install only Windows XP and FrameMaker from the original installation media. Reformatting a disk erases all files it contains, so be sure to back up all personal files first. Also make sure that you have all application and system disks.

Note: Don’t install additional software or hardware until you’re sure that the problem is resolved. Don’t back up the hard disk and restore Windows and FrameMaker instead of reinstalling them. If the problem is caused by an application or Windows, and either one is restored instead of reinstalled, the problem may recur.

After you reformat the hard disk and reinstall Windows and FrameMaker, try to re-create the problem:

— If the problem no longer occurs, install other applications one at a time and try to re-create the problem after each installation. If the problem occurs after an installation, the recently installed application may be the cause.

— If the problem occurs when only Windows and FrameMaker are installed, the cause may be hardware-related, and you should contact the hardware manufacturer or an authorized reseller for assistance. Before contacting the manufacturer or reseller, however, you may want to try one or more tasks in this section.

19. Check for SCSI problems.

If you have a SCSI card for internal or external SCSI devices, verify that the settings for the card are correct, ensure that the SCSI chain is properly terminated, update SCSI drivers, and check for hardware or cable damage. For instructions, contact the SCSI card manufacturer.

To check for SCSI problems by using the System Properties dialog box:

1. Choose Start > Control Panel > System.

2. Click the Hardware tab, and then click Device Manager.

3. Click the plus sign (+) to the left of the SCSI and RAID Controllers line.

4. For each adapter listed, right-click the name, and then choose Properties from the menu. If the Device Status area indicates that the SCSI adapter isn’t working correctly, reinstall SCSI device drivers. Contact the SCSI card manufacturer for further help.

20. Check for problems with RAM DIMMs.

Ensure that the RAM DIMMs (dual inline memory modules) are installed properly and are not the cause of your problem. Do one or more of the following:

— Change the order of the installed DIMMs.

— Remove all but the minimum number of DIMMs needed to run Windows and FrameMaker, and test to see if the problem persists. If it does, replace the DIMMs you removed and remove the others, testing again to see if the problem recurs. If it doesn’t, then one or more of the removed DIMMs are the cause. For assistance, contact the RAM DIMM manufacturer.

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