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I'm having a problem with Ver 11 of FrameMaker. When I hit…

Customer Question
I'm having a problem...

I'm having a problem with Ver 11 of FrameMaker. When I hit the format tab and try to scroll down thru the menu the 'font' list pops up and it won't let me scroll any further.

Technician's Assistant: What kind of computer do you have?

Dell Precision laptop. I've been running FM on this computer for several years but the problem only starting happening this week.

Technician's Assistant: Have you installed any updates recently?

I tried yesterday and the dialogue box said it had been updated within the previous hour

Technician's Assistant: Anything else you want the Software Expert to know before I connect you?

Not that I know of

Submitted: 8 months ago.Category: Software
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Answered in 5 minutes by:
11/16/2017
Software technician: Kris Rodgers, IT Manager replied 8 months ago
Kris Rodgers
Kris Rodgers, IT Manager
Category: Software
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 8 months ago
Just the last few days
Customer reply replied 8 months ago
No, I don't want you to connect to my laptop
Customer reply replied 8 months ago
are you still there?
Software technician: Kris Rodgers, IT Manager replied 8 months ago

Can you tell me the version you're running please?

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Customer reply replied 8 months ago
FrameMaker ver 11
Software technician: Kris Rodgers, IT Manager replied 8 months ago

Can you tell me the full version number.

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Customer reply replied 8 months ago
Ver 11.0.2.384
Software technician: Kris Rodgers, IT Manager replied 8 months ago

Can you do a repair from the application window and then we will do a manual update

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Customer reply replied 8 months ago
I ran a manual update yesterday -- How can I do a repair?
Software technician: Kris Rodgers, IT Manager replied 8 months ago

What version of Windows is it?

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Customer reply replied 8 months ago
2010
Software technician: Kris Rodgers, IT Manager replied 8 months ago

Windows 10?

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Customer reply replied 8 months ago
Hello?
Customer reply replied 8 months ago
Kris!!! are you still there??
Software technician: Kris Rodgers, IT Manager replied 8 months ago

Yes, can you search "appwiz.cpl" and open it from the start menu please?

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Customer reply replied 8 months ago
OK, done
Software technician: Jeffrey B,
 replied 8 months ago
Jeffrey B
Category: Software
Satisfied Customers: 955
Experience: ICT Support 1/2/3/ Line at Peopleware
Verified

Hello, my name is***** will be assisting you today. Lets get started!

I'm so sorry for the extended wait time. Did you still need assistance with your issue?

Kind regards,

Jeffrey

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Software technician: Jeffrey B,
 replied 8 months ago

Understood.

Can we please try the following:

Launch Framemaker.
Select File > Preferences > General.
Uncheck Remember Missing Font Names.
Open, save, and close the affected file.

You will not get the error for that file anymore.

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Please let me know how this goes.

Kind regards,

Jeffrey

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Customer reply replied 8 months ago
In my version of FrameMaker the preferences are under the 'Edit' tab BUT I did as instructed and it did NOT fix the problem.
Software technician: Jeffrey B,
 replied 8 months ago

Understood.

You have restarted the computer?

Kind regards,

Jeffrey

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Customer reply replied 8 months ago
I restarted my computer but the problem still occurs ....
Software technician: Jeffrey B,
 replied 8 months ago

I understand, thank you.

Can you please try the following:

deselect the preference in FrameMaker to “Remember missing font names” and then resave the document.

Please let me know how this goes.

Kind regards,

Jeffrey

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Customer reply replied 8 months ago
That was done before before I restarted the computer
Software technician: Jeffrey B,
 replied 8 months ago

I understand.

Is there a message which font or fonts are missing?

Kind regards,

Jeffrey

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Customer reply replied 8 months ago
Please return to the beginning of this string of messages -- my problem has nothing to do with missing fonts!!
Software technician: Jeffrey B,
 replied 8 months ago

I understand, sorry I misread.

I am going to contact Filemaker support and contact you asap.

Kind regards,

Jeffrey

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Customer reply replied 8 months ago
FRAMEmaker
Software technician: Jeffrey B,
 replied 8 months ago

Sorry excuse me, I made a typing error.

Yes, correct Framemaker.

Kind regards,

Jeffrey

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Software technician: Jeffrey B,
 replied 8 months ago

Hello,

I am available, please let me remotely connect, free of charge.

Lets get this solved.

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
are you still available?
Software technician: Jeffrey B,
 replied 7 months ago

I am currently unavailable.

Can we please make a apppointment for this for tomorrow?

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
I'll be traveling tomorrow. Can we do Tuesday about 2pm Eastern?
Software technician: Jeffrey B,
 replied 7 months ago

Yes, Offcourse.

I will be standing by.

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
how does that happen without me being charged?
Software technician: Jeffrey B,
 replied 7 months ago

We just need to startup Teamviewer:

If you are on a windows computer, Click this link

http://download.teamviewer.com/download/TeamViewerQS.exe

A program called Teamviewer will start downloading to your computer (it does not open a webpage, a blank screen will show but the file is downloading to your computer).

Run the Teamviewer download and it shows you an ID and Password.

Give me the ID and Password here please so I can connect

Do not close the program but leave it open else I will not be able to connect

Please let me know how this goes.

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
ID 239 477 075
PW 7531
Software technician: Jeffrey B,
 replied 7 months ago

Hello, Sorry for the delay.

I am available in 4 Hours, sorry for this.

Can we reschedule this in 4 hours please?

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
I thought we scheduled for 2pm Eastern time? I was just going to keep the link open until you were ready ...
Software technician: Jeffrey B,
 replied 7 months ago

Great Thank you, ***** ***** the delay.

I will be available in 1 Hour.

Kind regards,

Jeffrey

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Software technician: Jeffrey B,
 replied 7 months ago

Hello,

I am available.

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
ID 239(###) ###-####
Software technician: Jeffrey B,
 replied 7 months ago

connecting

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Customer reply replied 7 months ago
seriously!! It says 'incompatible'
Software technician: Jeffrey B,
 replied 7 months ago

connecting

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Software technician: Jeffrey B,
 replied 7 months ago

Hello,

Please let me know when you are available again.

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
I can be available until 2pm. Just let me know when you're ready
Software technician: Jeffrey B,
 replied 7 months ago

Understood, sorry I am not available.

Can we please make our appointment just like yesterday?

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
When?
Software technician: Jeffrey B,
 replied 7 months ago

in 3 hours please.

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
OK, just let me know
Software technician: Jeffrey B,
 replied 7 months ago

Great! thank you, ***** ***** do.

Kind regards,

Jeffrey

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Software technician: Jeffrey B,
 replied 7 months ago

Hello,

I am available.

Kind regards,

Jeffrey

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Customer reply replied 7 months ago
ID 239 477 075
PW 9978
Software technician: Jeffrey B,
 replied 7 months ago

connecting

Ask Your Own Software Question
Software technician: Jeffrey B,
 replied 7 months ago

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Kind regards,

Jeffrey

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Jeffrey B
Category: Software
Satisfied Customers: 955
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Experience: ICT Support 1/2/3/ Line at Peopleware

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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