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Josh
Josh, Computer Enthusiast
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Indesign keeps crashing when we open it. Can you help?

Customer Question

Indesign keeps crashing when we open it. Can you help?
Submitted: 6 months ago.
Category: Software
Expert:  Josh replied 6 months ago.

Hi! My name is ***** ***** I will be assisting you. Let's get started!

Customer: replied 6 months ago.
Thanks! The power went out, and every time we go to start InDesign now it won't start
Expert:  Josh replied 6 months ago.

Hi Sarah!

Please uninstall Indesign again then restart your computer then run this cleaner tool.

Click here: http://download.macromedia.com/SupportTools/Cleaner/win/AdobeCreativeCloudCleanerTool.exe

Run the downloaded file for the cleaner tool. After it is complete, restart your computer then install again.

Let me know if the issue continues after using the cleaner tool and install.

Customer: replied 6 months ago.
We have tried to uninstall indesing and restarte. So I will try the cleaner tool.
Expert:  Josh replied 6 months ago.

Okay, thank you. Please let me know how it goes

Customer: replied 6 months ago.
The computer downloaded the tool as text. Any ideas?
Expert:  Josh replied 6 months ago.

The file is an EXE extension so it should not be a text file.

Customer: replied 6 months ago.
I downloaded it and it is on the desktop. When I click on it, it asks me which application to open it with.
Customer: replied 6 months ago.
What do I need to do differently?
Expert:  Josh replied 6 months ago.

Are you using a Mac or PC?

Customer: replied 6 months ago.
MAc
Customer: replied 6 months ago.
I ran it and am restarting now.
Expert:  Josh replied 6 months ago.

Okay, thank you.

Customer: replied 6 months ago.
It still crashed.
Expert:  Josh replied 6 months ago.

Go into Font Book and verify all active fonts. Any corrupt fonts (in red), delete them.

Try again

Customer: replied 6 months ago.
AdobeFnt13.lst is the only thing I see in the font folder.
Expert:  Josh replied 6 months ago.

Are you opening Font Book? It sounds like you are in a different folder.

Go into Applications and open Font Book from there

Customer: replied 6 months ago.
nothing in red
Customer: replied 6 months ago.
What should I try now? I keep reading that there might be damaged files of unrecoverable files that weren't saved. Where would they be?
Expert:  Josh replied 6 months ago.

The clean uninstaller tool that you downloaded earlier should have removed any instances of damaged files.

You can check here for any though:

/[Hard Drive]/Users/[User Name]/Library/Caches/Adobe InDesign/Version [#.0]/InDesign Recovery

Customer: replied 6 months ago.
ok any other ideas???
Customer: replied 6 months ago.
Here is the problem report:
Process: Adobe InDesign CS5.5 [359]
Path: /Applications/Adobe InDesign CS5.5/Adobe InDesign CS5.5.app/Contents/MacOS/Adobe InDesign CS5.5
Identifier: com.adobe.InDesign
Version: 7.5.0.142 (7500)
Code Type: X86 (Native)
Parent Process: launchd [113]Date/Time: 2016-10-08 19:42:55.536 -0500
OS Version: Mac OS X 10.7.5 (11G63b)
Report Version: 9Interval Since Last Report: (###) ###-####sec
Crashes Since Last Report: 77
Per-App Interval Since Last Report: (###) ###-####sec
Per-App Crashes Since Last Report: 77
Anonymous UUID: AC1E0813-4BED-48BF-986D-F47D7935A3E3Crashed Thread: 0 Dispatch queue: com.apple.main-threadException Type: EXC_BAD_ACCESS (SIGBUS)
Exception Codes: KERN_PROTECTION_FAILURE at 0x000000000000006cVM Regions Near 0x6c:
--> __PAGEZERO 0000000000000000-0000000000001000 [ 4K] ---/--- SM=NUL /Applications/Adobe InDesign CS5.5/Adobe InDesign CS5.5.app/Contents/MacOS/Adobe InDesign CS5.5
__TEXT 0000000000001000-0000000000005000 [ 16K] r-x/rwx SM=COW /Applications/Adobe InDesign CS5.5/Adobe InDesign CS5.5.app/Contents/MacOS/Adobe InDesign CS5.5Application Specific Information:
objc[359]: garbage collection is OFFThread 0 Crashed:: Dispatch queue: com.apple.main-thread
0 PublicLib.dylib 0x0139df46 PMString::empty() const + 6
1 com.adobe.InDesign.Font Manager 0x106fa2f6 GetPlugIn + 78950
2 com.adobe.InDesign.Font Manager 0x106f5bcc GetPlugIn + 60732
3 com.adobe.InDesign.Font Manager 0x106f5d8b GetPlugIn + 61179
4 com.adobe.InDesign.Font Manager 0x106f5fc8 GetPlugIn + 61752
5 com.adobe.InDesign.Text 0x1441a734 GetPlugIn +(###) ###-####6 com.adobe.InDesign.Text 0x1441dd29 GetPlugIn +(###) ###-####7 com.adobe.InDesign.Text 0x1441e644 GetPlugIn +(###) ###-####8 com.adobe.InDesign.Text 0x14244b88 GetPlugIn + 274568
9 com.adobe.InDesign.AppFramework 0x0ec38edf GetPlugIn + 54943
10 com.adobe.InDesign.AppFramework 0x0ec39077 GetPlugIn + 55351
11 com.adobe.InDesign.BNCore 0x0f7511a6 GetPlugIn + 174150
12 com.adobe.InDesign.AppFramework 0x0ec38edf GetPlugIn + 54943
13 com.adobe.InDesign.AppFramework 0x0ec39769 GetPlugIn + 57129
14 PublicLib.dylib 0x012627a8 CDataExchangeController::RunNewScrapResponders() + 472
15 PublicLib.dylib 0x0126320a CDataExchangeController::InitializeScrap() + 1034
16 PublicLib.dylib 0x0126153e CDataExchangeController::Initialize() + 46
17 com.adobe.InDesign.AppFramework 0x0ecce97b GetPlugIn + 667963
18 com.adobe.InDesign.AppFramework 0x0ec0915d 0xec07000 + 8541
19 com.adobe.InDesign.AppFramework 0x0ec2ed0f GetPlugIn + 13519
20 com.adobe.InDesign 0x000028ab main + 187
21 com.adobe.InDesign 0x000027c6 start + 54Thread 1:: Dispatch queue: com.apple.libdispatch-manager
0 libsystem_kernel.dylib 0x9015f90a kevent + 10
1 libdispatch.dylib 0x9ba7ce04 _dispatch_mgr_invoke + 969
2 libdispatch.dylib 0x9ba7b853 _dispatch_mgr_thread + 53Thread 2:
0 libsystem_kernel.dylib 0x9015e83e __psynch_cvwait + 10
1 libsystem_c.dylib 0x90e73e78 _pthread_cond_wait + 914
2 libsystem_c.dylib 0x90e73f7b pthread_cond_timedwait_relative_np + 47
3 com.apple.CoreServices.CarbonCore 0x919663a7 TSWaitOnConditionTimedRelative + 178
4 com.apple.CoreServices.CarbonCore 0x919c867f MPWaitOnQueue + 200
5 PMRuntime.dylib 0x00016130 MemUtils::GetAvailMem() + 288
6 com.apple.CoreServices.CarbonCore 0x919c95e0 PrivateMPEntryPoint + 68
7 libsystem_c.dylib 0x90e6fed9 _pthread_start + 335
8 libsystem_c.dylib 0x90e736de thread_start + 34Thread 3:
0 libsystem_kernel.dylib 0x9015cc22 mach_msg_trap + 10
1 libsystem_kernel.dylib 0x9015c1f6 mach_msg + 70
2 com.apple.CoreServices.CarbonCore 0x919f30ec TS_exception_listener_thread + 90
3 libsystem_c.dylib 0x90e6fed9 _pthread_start + 335
4 libsystem_c.dylib 0x90e736de thread_start + 34Thread 4:
0 libsystem_kernel.dylib 0x9015e83e __psynch_cvwait + 10
1 libsystem_c.dylib 0x90e73e21 _pthread_cond_wait + 827
2 libsystem_c.dylib 0x90e2442c pthread_cond_wait$UNIX2003 + 71
3 com.apple.CoreServices.CarbonCore 0x919f4e62 TSWaitOnCondition + 124
4 com.apple.CoreServices.CarbonCore 0x9196637d TSWaitOnConditionTimedRelative + 136
5 com.apple.CoreServices.CarbonCore 0x919c867f MPWaitOnQueue + 200
6 com.adobe.ACE 0x0005e309 0x23000 + 242441
7 com.adobe.ACE 0x0005dd01 0x23000 + 240897
8 com.apple.CoreServices.CarbonCore 0x919c95e0 PrivateMPEntryPoint + 68
9 libsystem_c.dylib 0x90e6fed9 _pthread_start + 335
10 libsystem_c.dylib 0x90e736de thread_start + 34Thread 5:
0 libsystem_kernel.dylib 0x9015e83e
Expert:  Josh replied 6 months ago.

Please delete all of these files:

~/Library/Application Support/Adobe/Adobe InDesign CS5.5
~/Library/Caches/Adobe InDesign
~/Library/Caches/com.adobe.InDesign
~/Library/Preferences/Adobe InDesign
~/Library/Preferences/com.adobe.InDesign.plist
~/Library/Preferences/com.adobe.InDesign.plist.lockfile
~/Library/Saved Application State/com.adobe.InDesign.savedState

Note: You must hold down Option to see the Library folder in the Go menu of the Finder. It is hidden from normal navigation.

Customer: replied 6 months ago.
I could only find one of the files. library/preferences/com.adobe.InDesing.plist
Expert:  Josh replied 6 months ago.

Okay, delete that file and try to open again

Customer: replied 6 months ago.
It didn't work.
Customer: replied 6 months ago.
I'm calling it a night. I'll try again Monday. Pretty discouraging! Have a good night!
Expert:  Josh replied 6 months ago.

I completely understand. On Monday, try downloading and installing the latest update.

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