Re: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, The one thing I cannot see that has been mentioned int this discussion and was my main teaser is the setting in Generate Acrobat Data. Ticking the Generate Tagged PDF (and then emptying the box or leaving only a few things to tag -- for leaner output) did the trick for me. Bodvar On Jan 11, 2008 6:31 PM, Emily Berk [EMAIL PROTECTED] wrote: I tried, Gillian, but FrameMaker crashes in the middle of the print to ps so there is no .ps file to distill. At 09:56 AM 1/11/2008 -0800, Flato, Gillian wrote: Emily, Did you try printing to a .ps file and then opening Acrobat Distiller and distilling the .ps file into a PDF? -Gillian -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 9:46 AM To: Flato, Gillian; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Gee, everyone is recommending breathing as a good first step. Maybe we ought to write a self-help book about all the benefits. Seriously, all the supportive responses have been very calming! ... Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/bodvar%40gmail.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info. -- It is impossible to make anything foolproof because fools are so ingenious. -- Edsel Murphy, dec. ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
Re: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, First, the version of Acrobat you're using has been updated/patched twice -- current version is 7.0.9, so updating may be a Good Thing. As other people have asked, can you find another FM system and try to print from that? And, given all the other stuff that you've tried, it sounds to me as if your old, but not ancient, Dell laptop is either running out of memory or free disk space to use for the temp files that are created by generating a PDF. Have you cleaned things up on the hard drive lately? How much RAM is installed? Cheers, Art On Jan 14, 2008 7:55 AM, Bodvar Bjorgvinsson [EMAIL PROTECTED] wrote: Emily, The one thing I cannot see that has been mentioned int this discussion and was my main teaser is the setting in Generate Acrobat Data. Ticking the Generate Tagged PDF (and then emptying the box or leaving only a few things to tag -- for leaner output) did the trick for me. Bodvar On Jan 11, 2008 6:31 PM, Emily Berk [EMAIL PROTECTED] wrote: I tried, Gillian, but FrameMaker crashes in the middle of the print to ps so there is no .ps file to distill. At 09:56 AM 1/11/2008 -0800, Flato, Gillian wrote: Emily, Did you try printing to a .ps file and then opening Acrobat Distiller and distilling the .ps file into a PDF? -Gillian -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 9:46 AM To: Flato, Gillian; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Gee, everyone is recommending breathing as a good first step. Maybe we ought to write a self-help book about all the benefits. Seriously, all the supportive responses have been very calming! ... Emily Berk http://www.armadillosoft.com/blog -- Art Campbell [EMAIL PROTECTED] ... In my opinion, there's nothing in this world beats a '52 Vincent and a redheaded girl. -- Richard Thompson No disclaimers apply. DoD 358 ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
Re: The dreaded Internal Error error meets the dreaded Adobe support, sigh
I resolved this problem by un-installing FM 7.1 and then re-installing it. Thanks to everyone for the suggestions and good wishes! -- Emily At 04:55 AM 1/14/2008, Bodvar Bjorgvinsson wrote: Emily, The one thing I cannot see that has been mentioned int this discussion and was my main teaser is the setting in Generate Acrobat Data. Ticking the Generate Tagged PDF (and then emptying the box or leaving only a few things to tag -- for leaner output) did the trick for me. Bodvar On Jan 11, 2008 6:31 PM, Emily Berk [EMAIL PROTECTED] wrote: I tried, Gillian, but FrameMaker crashes in the middle of the print to ps so there is no .ps file to distill. At 09:56 AM 1/11/2008 -0800, Flato, Gillian wrote: Emily, Did you try printing to a .ps file and then opening Acrobat Distiller and distilling the .ps file into a PDF? -Gillian -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 9:46 AM To: Flato, Gillian; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Gee, everyone is recommending breathing as a good first step. Maybe we ought to write a self-help book about all the benefits. Seriously, all the supportive responses have been very calming! ... Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/bodvar%40gmail.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info. -- It is impossible to make anything foolproof because fools are so ingenious. -- Edsel Murphy, dec. Emily Berk http://www.armadillosoft.com ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hi Emily How frustrating! I can't remember if you've tried this, but if not: can you PDF a completely new blank file? If not, I'd say either your Adobe PDF printer is stuffed, or FM is. Seeing as you can PDF okay from Word, my money's on FM. :-( You should be okay with uninstalling FM then reinstalling it without touching Acrobat. By the way, do you have multiple versions of Acrobat installed? Even if it's just the reader and a full version? If so, it might pay to uninstall them all and re-install just the full version. Most people's systems seem to work okay with multiple versions, but not everyone's. Cheers, Rebecca >>> Emily Berk 12/01/08 10:20 >>> I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred at 0% complete. So, I started deleting chapters from the beginning of the book and then saved the book file. And each time, I tried to print to pdf. Each time I got the same Internal Error message. Then I tried to create a new document using a FM template (the Book chapter.fm template). When I tried to print to pdf, I got the same Internal Error message. Guess the next step is to try the export to .mif, but given the number of chapters in the book, that is going to take a long time. I'll try to export a single file to .mif first and see if that works. Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all updated on the gritty details, I'll start to just respond to the few who made suggestions. -- Emily At 12:34 PM 1/11/2008, you wrote: >Delete file C:\Windows\FNTCACHE.DAT with all applications >closed and no printing going. Then immediately reboot! > >- Dov > >> -Original Message- >> From: Emily Berk [mailto:emily at armadillosoft.com] >> Sent: Friday, January 11, 2008 12:22 PM >> To: Dov Isaacs; framers at lists.frameusers.com >> Subject: RE: The dreaded Internal Error error meets the dreaded Adobe >support, sigh >> >> Thanks so much, Dov. >> >> I guess I had turned myself into a developer a few years back and >dropped my membership to the >> Frameusers list. I should have tried it first, before picking up the >phone. >> >> How do I delete the Windows system font cache? >> >> -- Emily >> >> At 11:52 AM 1/11/2008, Dov Isaacs wrote: >> >Emily, >> > >> >On behalf of Adobe, let me apologize for the runaround that you >> >got from Adobe's Tech Support. As soon as I am done with this >> >response, I will be forwarding your post on to our customer >> >support escalation team. I don't know whether we do or don't >> >still "officially" support FrameMaker 7.1 (I thought we did!), >> >but either way, you should have immediately been connected >> >with someone (1) who competently understands and speaks your >> >language and (2) knows the product! >> > >> >There was no "hidden" update to FrameMaker 7.1 or any other >> >version of FrameMaker or any Adobe product. >> > >> >I do recall various problems with "save as PDF" with >> >FrameMaker 7.x causing crashes. The workarounds that tended >> >to work for me included a combination of simply rebooting >> >the computer or deleting the Windows system font cache and >> >then rebooting the system (which also "solves" a missing text >> >in output problem). Apparently, some interaction between >> >FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of >> >the Windows registry by all these components can put the >> >PostScript driver in a catatonic state. >> > >> >- Dov >> >> Emily Berk >> http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as rebecca.officer at alliedtelesis.co.nz. Send list messages to framers at lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscribe at lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/rebecca.officer%40alliedtelesis.co.nz Send administrative questions to listadmin at frameusers.com. Visit http://www.frameusers.com/ for more resources and info. NOTICE: This message contains privileged and confidential information intended only for the use of the addressee named above. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action in reliance on it. If you have received this message in error please notify Allied Telesis Labs Ltd immediately. Any views expressed in this message are those of the individual sender, except where the sender has the authority to issue and specifically states them to be the views of Allied Telesis Labs.
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, The one thing I cannot see that has been mentioned int this discussion and was my main teaser is the setting in "Generate Acrobat Data". Ticking the "Generate Tagged PDF" (and then emptying the box or leaving only a few things to tag -- for leaner output) did the trick for me. Bodvar On Jan 11, 2008 6:31 PM, Emily Berk wrote: > I tried, Gillian, but FrameMaker crashes in the middle of the print to ps so > there is no .ps file to distill. > > At 09:56 AM 1/11/2008 -0800, Flato, Gillian wrote: > >Emily, > > > >Did you try printing to a .ps file and then opening Acrobat Distiller > >and distilling the .ps file into a PDF? > > > > > >-Gillian > > > > > >-Original Message- > >From: Emily Berk [mailto:emily at armadillosoft.com] > >Sent: Friday, January 11, 2008 9:46 AM > >To: Flato, Gillian; framers at lists.frameusers.com > >Subject: RE: The dreaded Internal Error error meets the dreaded Adobe > >support, sigh > > > >Gee, everyone is recommending breathing as a good first step. Maybe we > >ought to write a self-help book about all the benefits. > > > >Seriously, all the supportive responses have been very calming! > > ... > > > Emily Berk > http://www.armadillosoft.com/blog > > > ___ > > > You are currently subscribed to Framers as bodvar at gmail.com. > > Send list messages to framers at lists.frameusers.com. > > To unsubscribe send a blank email to > framers-unsubscribe at lists.frameusers.com > or visit > http://lists.frameusers.com/mailman/options/framers/bodvar%40gmail.com > > Send administrative questions to listadmin at frameusers.com. Visit > http://www.frameusers.com/ for more resources and info. > -- "It is impossible to make anything foolproof because fools are so ingenious." -- Edsel Murphy, dec.
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, First, the version of Acrobat you're using has been updated/patched twice -- current version is 7.0.9, so updating may be a Good Thing. As other people have asked, can you find another FM system and try to print from that? And, given all the other stuff that you've tried, it sounds to me as if your old, but not ancient, Dell laptop is either running out of memory or free disk space to use for the temp files that are created by generating a PDF. Have you cleaned things up on the hard drive lately? How much RAM is installed? Cheers, Art On Jan 14, 2008 7:55 AM, Bodvar Bjorgvinsson wrote: > Emily, > > The one thing I cannot see that has been mentioned int this discussion > and was my main teaser is the setting in "Generate Acrobat Data". > Ticking the "Generate Tagged PDF" (and then emptying the box or > leaving only a few things to tag -- for leaner output) did the trick > for me. > > Bodvar > > On Jan 11, 2008 6:31 PM, Emily Berk wrote: > > I tried, Gillian, but FrameMaker crashes in the middle of the print to ps > > so there is no .ps file to distill. > > > > At 09:56 AM 1/11/2008 -0800, Flato, Gillian wrote: > > >Emily, > > > > > >Did you try printing to a .ps file and then opening Acrobat Distiller > > >and distilling the .ps file into a PDF? > > > > > > > > >-Gillian > > > > > > > > >-Original Message- > > >From: Emily Berk [mailto:emily at armadillosoft.com] > > >Sent: Friday, January 11, 2008 9:46 AM > > >To: Flato, Gillian; framers at lists.frameusers.com > > >Subject: RE: The dreaded Internal Error error meets the dreaded Adobe > > >support, sigh > > > > > >Gee, everyone is recommending breathing as a good first step. Maybe we > > >ought to write a self-help book about all the benefits. > > > > > >Seriously, all the supportive responses have been very calming! > > > > ... > > > > > > Emily Berk > > http://www.armadillosoft.com/blog -- Art Campbell art.campbell at gmail.com "... In my opinion, there's nothing in this world beats a '52 Vincent and a redheaded girl." -- Richard Thompson No disclaimers apply. DoD 358
The dreaded Internal Error error meets the dreaded Adobe support, sigh
I resolved this problem by un-installing FM 7.1 and then re-installing it. Thanks to everyone for the suggestions and good wishes! -- Emily At 04:55 AM 1/14/2008, Bodvar Bjorgvinsson wrote: >Emily, > >The one thing I cannot see that has been mentioned int this discussion >and was my main teaser is the setting in "Generate Acrobat Data". >Ticking the "Generate Tagged PDF" (and then emptying the box or >leaving only a few things to tag -- for leaner output) did the trick >for me. > >Bodvar > >On Jan 11, 2008 6:31 PM, Emily Berk wrote: > > I tried, Gillian, but FrameMaker crashes in the middle of the > print to ps so there is no .ps file to distill. > > > > At 09:56 AM 1/11/2008 -0800, Flato, Gillian wrote: > > >Emily, > > > > > >Did you try printing to a .ps file and then opening Acrobat Distiller > > >and distilling the .ps file into a PDF? > > > > > > > > >-Gillian > > > > > > > > >-Original Message- > > >From: Emily Berk [mailto:emily at armadillosoft.com] > > >Sent: Friday, January 11, 2008 9:46 AM > > >To: Flato, Gillian; framers at lists.frameusers.com > > >Subject: RE: The dreaded Internal Error error meets the dreaded Adobe > > >support, sigh > > > > > >Gee, everyone is recommending breathing as a good first step. Maybe we > > >ought to write a self-help book about all the benefits. > > > > > >Seriously, all the supportive responses have been very calming! > > > > ... > > > > > > Emily Berk > > http://www.armadillosoft.com/blog > > > > > > ___ > > > > > > You are currently subscribed to Framers as bodvar at gmail.com. > > > > Send list messages to framers at lists.frameusers.com. > > > > To unsubscribe send a blank email to > > framers-unsubscribe at lists.frameusers.com > > or visit > http://lists.frameusers.com/mailman/options/framers/bodvar%40gmail.com > > > > Send administrative questions to listadmin at frameusers.com. Visit > > http://www.frameusers.com/ for more resources and info. > > > > > >-- >"It is impossible to make anything foolproof because fools are so ingenious." > -- Edsel Murphy, dec. Emily Berk http://www.armadillosoft.com
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hi Emily How frustrating! I can't remember if you've tried this, but if not: can you PDF a completely new blank file? If not, I'd say either your Adobe PDF printer is stuffed, or FM is. Seeing as you can PDF okay from Word, my money's on FM. :-( You should be okay with uninstalling FM then reinstalling it without touching Acrobat. By the way, do you have multiple versions of Acrobat installed? Even if it's just the reader and a full version? If so, it might pay to uninstall them all and re-install just the full version. Most people's systems seem to work okay with multiple versions, but not everyone's. Cheers, Rebecca Emily Berk [EMAIL PROTECTED] 12/01/08 10:20 I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred at 0% complete. So, I started deleting chapters from the beginning of the book and then saved the book file. And each time, I tried to print to pdf. Each time I got the same Internal Error message. Then I tried to create a new document using a FM template (the Book chapter.fm template). When I tried to print to pdf, I got the same Internal Error message. Guess the next step is to try the export to .mif, but given the number of chapters in the book, that is going to take a long time. I'll try to export a single file to .mif first and see if that works. Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all updated on the gritty details, I'll start to just respond to the few who made suggestions. -- Emily At 12:34 PM 1/11/2008, you wrote: Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 12:22 PM To: Dov Isaacs; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/rebecca.officer%40alliedtelesis.co.nz Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info. NOTICE: This message contains privileged and confidential information intended only for the use of the addressee named above. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action in reliance on it. If you have received this message in error please notify Allied Telesis Labs Ltd immediately. Any views expressed in this message are those of the individual sender, except where the sender has the authority to issue and specifically states them to be the views of Allied Telesis Labs. ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http
Re: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Right! Deleting the fntcache.dat has worked for me as well. And you may want to create a batch file to do this every time you shut down Windows. Yves Barbion Documentation Architect Adobe-Certified FrameMaker Instructor Scripto bvba Asselsstraat 65 9031 Gent Belgium Dov Isaacs wrote: Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 12:22 PM To: Dov Isaacs; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/yves.barbion%40gmail.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info. ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, No, keep posting to the group. Sometimes the one one person who knows the answer may not be reading their email every day and will post at the last minute. However, in this case, if anyone knows the answer, it would likely be Dov. It sounds to me like you may have a corrupt file in the FM directory and reinstalling might solve the problem. Dov might have an opinion on that as well. I've had files go bad in several applications, especially those from MS. Regards, Diane -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Dov Isaacs Sent: Friday, January 11, 2008 1:36 PM To: Emily Berk Cc: framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support,sigh Well, what we do know is that the problem is NOT Acrobat or Distiller or the PostScript driver or any of their interactions with FrameMaker. Looks like an genuine, internal FrameMaker bug! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 1:20 PM To: Dov Isaacs Cc: framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred at 0% complete. So, I started deleting chapters from the beginning of the book and then saved the book file. And each time, I tried to print to pdf. Each time I got the same Internal Error message. Then I tried to create a new document using a FM template (the Book chapter.fm template). When I tried to print to pdf, I got the same Internal Error message. Guess the next step is to try the export to .mif, but given the number of chapters in the book, that is going to take a long time. I'll try to export a single file to .mif first and see if that works. Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all updated on the gritty details, I'll start to just respond to the few who made suggestions. -- Emily At 12:34 PM 1/11/2008, you wrote: Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 12:22 PM To: Dov Isaacs; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/dgcaller%40earthlink.net Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info. ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Gee, everyone is recommending breathing as a good first step. Maybe we ought to write a self-help book about all the benefits. Seriously, all the supportive responses have been very calming! OK. Here are my details: 11 System configuration 1. I am using Frame 7.1. I installed the p116 upgrade yesterday, because one of the tech notes recommended it. The upgrade made no difference. 2. I am using Acrobat Professional Version 7.0.9; Acrobat Distiller 7.0.7. 3. The FrameMaker doc that is failing has existed in close to its current form since late September. I can still generate PDFs from Word without a problem. 4. MS Windows XP Version 2002, Service Pack 2 5. Old, but not ancient Dell laptop. I have been using essentially the same hardware/software system for the past two years now, with not too many problems. Have not intentionally changed or upgraded anything in that time, but I note that when Frame starts, it seems to go out to the Adobe site and look for updates. (Guess I should try to disable that feature, huh?) PDF Generation Process I am an old-fashioned kind of gal, so in order to generate a PDF, I routinely: 1. Re-generate the document. 2. Run Page-Labeler to re-paginate. 3. File, Print Book, Printer: Adobe PDF, Generate Acrobat Data (check the PDF Setup properties), Print. When this resulted in the scary Internal Error, I did try File, Save As, etc., which also resulted in the scary Internal Error. After this, I tried pre-opening a variety of the documents in the book before attempting to generate the PDF. Same error. I also tried to generate other books from my backup drive, ones that had always worked previously. Every document or book I tried to create as a PDF from Frame resulted in the same internal error. (Internal Error: 7104, 6063074, 7693891, 0) I rebooted between tries. Some excerpts from the log files resulting from the crashes: Internal Error: 7104, 6063074, 7693891, 0 FrameMaker 7.1.0 for Intel Build: 7.1p116 Window System: MSWindows Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 2) Generated on: Thursday, January 10, 2008 3:27:11 PM To file: c:\program files\adobe\framemaker7.1\FrameLog_08.01.10_15.27.11.txt Internal Error: 7104, 6063074, 7693891, 0 FrameMaker 7.1.0 for Intel Build: 7.1p116 Window System: MSWindows Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 2) Generated on: Thursday, January 10, 2008 2:25:55 PM To file: c:\program files\adobe\framemaker7.1\FrameLog_08.01.10_14.25.55.txt Please let me know if you have additional questions. -- Emily At 09:10 AM 1/11/2008, Flato, Gillian wrote: Emily, Take a deep, cleansing, breath. Now, tell us the following: 1. What happens right before you get the internal error? 2. What 3rd-party plugins do you have for Frame? 3. What kind of system are you using Frame on? 4. How did you generate your PDF a. Save as PDF b. Print to PDF c. Print to file, then Distill Thank you, Gillian Flato Technical Writer (Software) nanometrics 1550 Buckeye Dr. Milpitas, CA. 95035 408.545.6316 408.232.5911 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Emily Berk Sent: Thursday, January 10, 2008 4:29 PM To: framers@lists.frameusers.com Subject: The dreaded Internal Error error meets the dreaded Adobe support, sigh Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
I tried, Gillian, but FrameMaker crashes in the middle of the print to ps so there is no .ps file to distill. At 09:56 AM 1/11/2008 -0800, Flato, Gillian wrote: Emily, Did you try printing to a .ps file and then opening Acrobat Distiller and distilling the .ps file into a PDF? -Gillian -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 9:46 AM To: Flato, Gillian; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Gee, everyone is recommending breathing as a good first step. Maybe we ought to write a self-help book about all the benefits. Seriously, all the supportive responses have been very calming! ... Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
Re: Some answers: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hey, Diane: Thanks for being in touch. Please see my answers embedded below. At 11:04 AM 1/11/2008, Diane Gaskill wrote: ... Exactly how are you creating the PDF file? Are you printing to PS and distilling, using Save As PDF, or what? I started by printing to PS. But after I'd gotten the Internal Error several times, I did try to Save As PDF. Regardless of the technique, the result was consistently Internal Error. Exactly where in the process does FM crash? It processes through some of the files, but only shows the page numbers, not the files it is processing. And, it crashes pretty soon after it starts. Are you attempting to print the entire book or just one file? The first time it happened, I was trying to PDF just one file. I subsequently tried to PDF a different file. Then, I tried to PDF the whole book. Then I tried to PDF a different book, one that I knew had been created as a PDF successfully the last time I accessed it. Then I tried to PDF a Word doc (from Word). This last attempt to create a PDF was the only one that worked. What version of Acrobat do you have installed on your system? 7.0.7 Did you install Acrobat after you installed FM (I hope)? Yes, LONG ago. If you are printing from FM to PS and distilling, what printer driver are you using? It says Adobe PDF in the Set Printer Name box. Is that what you are asking? If not, please tell me how to find the answer to this question. Does FM crash on only one book or on all FM files? How about a brand new file from scratch? I'll try this. I assume that at one point, the files were printing normally. Yes, for at least 2 years now. Can you think of anything you did that changed the system configuration since that time? Nothing changed in terms of system configuration that I know of. It looks to me as if whenever FrameMaker loads, it looks at the Adobe site for updates, so it's possible that the system configuration did change, but not at my instigation. Installed or deleted another program, etc? Nope. Without knowing any of this information, here are some possible solutions, from simple to complex. 1. Reboot your system. A full memory can cause all kinds of problems. I tried this. It made no difference. 2. Wash the files through MIF (Save all of the files, including the book file, to MIF. Delete the FM and book files. Open the MIF files and save them to FM.) Will try this. 3. Try to PDF one file at a time. The problem could be caused by one file in the book and not all of them. I will try this. 4. Create a brand new file in FM and enter some text manually. No graphics. Try to print it to PDF and see what happens. I will try this. 5. Reinstall FM, but do not install the distiller from the FM disk. Dreading this, but I will try this. If none of this works, send me the offending files and I'll see if I can find the problem. Not sure I can do that. Tech doc on unreleased product; but I very much appreciate the offer! Hope this helps. Diane PS. Hey, what's with this old stuff? I have 7 grandkids and I am have a few years behind me, but I will never be old. This week in particular, I am feeling OLD. Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
I see a file with this name in c:\windows\system32. I'll delete it and let you know. -- Emily At 12:34 PM 1/11/2008, Dov Isaacs wrote: Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 12:22 PM To: Dov Isaacs; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred at 0% complete. So, I started deleting chapters from the beginning of the book and then saved the book file. And each time, I tried to print to pdf. Each time I got the same Internal Error message. Then I tried to create a new document using a FM template (the Book chapter.fm template). When I tried to print to pdf, I got the same Internal Error message. Guess the next step is to try the export to .mif, but given the number of chapters in the book, that is going to take a long time. I'll try to export a single file to .mif first and see if that works. Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all updated on the gritty details, I'll start to just respond to the few who made suggestions. -- Emily At 12:34 PM 1/11/2008, you wrote: Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 12:22 PM To: Dov Isaacs; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Well, I'm glad to have been of help to Adobe QA. At 01:35 PM 1/11/2008, Dov Isaacs wrote: Well, what we do know is that the problem is NOT Acrobat or Distiller or the PostScript driver or any of their interactions with FrameMaker. Looks like an genuine, internal FrameMaker bug! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 1:20 PM To: Dov Isaacs Cc: framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred at 0% complete. So, I started deleting chapters from the beginning of the book and then saved the book file. And each time, I tried to print to pdf. Each time I got the same Internal Error message. Then I tried to create a new document using a FM template (the Book chapter.fm template). When I tried to print to pdf, I got the same Internal Error message. Guess the next step is to try the export to .mif, but given the number of chapters in the book, that is going to take a long time. I'll try to export a single file to .mif first and see if that works. Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all updated on the gritty details, I'll start to just respond to the few who made suggestions. -- Emily At 12:34 PM 1/11/2008, you wrote: Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 12:22 PM To: Dov Isaacs; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hi Emily, You wrote: Then I tried to create a new document using a FM template (the Book chapter.fm template). When I tried to print to pdf, I got the same Internal Error message. Based on this, and the fact that printing stopped at 0%, I would suggest the following to get a better understanding of the issue: 1. Do you have any other post script printer installed on your machine. If yes, you can try printing to .ps file using this printer, and then distill the file. 2. Is there another installation of FM that you have access to? If yes, try printing this book on that installation. 3. Do you have additional FM plugins installed? I would suggest temporarily removing these plugins 4. Try printing from some other application (e.g Word) to PDF. Does this work? 5. Uninstall and reinstall Frame, and check if the problem goes away? 6. Uninstall and reinstall Acrobat software that you have Based on these results, we can do another followup. Regards, --Sumeer Senior Engg Mgr FrameMaker, RoboHelp, Technical Suite. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dov Isaacs Sent: Saturday, January 12, 2008 3:06 AM To: Emily Berk Cc: framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support,sigh Well, what we do know is that the problem is NOT Acrobat or Distiller or the PostScript driver or any of their interactions with FrameMaker. Looks like an genuine, internal FrameMaker bug! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 1:20 PM To: Dov Isaacs Cc: framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred at 0% complete. So, I started deleting chapters from the beginning of the book and then saved the book file. And each time, I tried to print to pdf. Each time I got the same Internal Error message. Then I tried to create a new document using a FM template (the Book chapter.fm template). When I tried to print to pdf, I got the same Internal Error message. Guess the next step is to try the export to .mif, but given the number of chapters in the book, that is going to take a long time. I'll try to export a single file to .mif first and see if that works. Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all updated on the gritty details, I'll start to just respond to the few who made suggestions. -- Emily At 12:34 PM 1/11/2008, you wrote: Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 12:22 PM To: Dov Isaacs; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Right! Deleting the fntcache.dat has worked for me as well. And you may want to create a batch file to do this every time you shut down Windows. Yves Barbion Documentation Architect Adobe-Certified FrameMaker Instructor Scripto bvba Asselsstraat 65 9031 Gent Belgium Dov Isaacs wrote: > Delete file C:\Windows\FNTCACHE.DAT with all applications > closed and no printing going. Then immediately reboot! > > - Dov > > >> -Original Message- >> From: Emily Berk [mailto:emily at armadillosoft.com] >> Sent: Friday, January 11, 2008 12:22 PM >> To: Dov Isaacs; framers at lists.frameusers.com >> Subject: RE: The dreaded Internal Error error meets the dreaded Adobe >> > support, sigh > >> Thanks so much, Dov. >> >> I guess I had turned myself into a developer a few years back and >> > dropped my membership to the > >> Frameusers list. I should have tried it first, before picking up the >> > phone. > >> How do I delete the Windows system font cache? >> >> -- Emily >> >> At 11:52 AM 1/11/2008, Dov Isaacs wrote: >> >>> Emily, >>> >>> On behalf of Adobe, let me apologize for the runaround that you >>> got from Adobe's Tech Support. As soon as I am done with this >>> response, I will be forwarding your post on to our customer >>> support escalation team. I don't know whether we do or don't >>> still "officially" support FrameMaker 7.1 (I thought we did!), >>> but either way, you should have immediately been connected >>> with someone (1) who competently understands and speaks your >>> language and (2) knows the product! >>> >>> There was no "hidden" update to FrameMaker 7.1 or any other >>> version of FrameMaker or any Adobe product. >>> >>> I do recall various problems with "save as PDF" with >>> FrameMaker 7.x causing crashes. The workarounds that tended >>> to work for me included a combination of simply rebooting >>> the computer or deleting the Windows system font cache and >>> then rebooting the system (which also "solves" a missing text >>> in output problem). Apparently, some interaction between >>> FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of >>> the Windows registry by all these components can put the >>> PostScript driver in a catatonic state. >>> >>>- Dov >>> >> Emily Berk >> http://www.armadillosoft.com/blog >> > > ___ > > > You are currently subscribed to Framers as yves.barbion at gmail.com. > > Send list messages to framers at lists.frameusers.com. > > To unsubscribe send a blank email to > framers-unsubscribe at lists.frameusers.com > or visit > http://lists.frameusers.com/mailman/options/framers/yves.barbion%40gmail.com > > Send administrative questions to listadmin at frameusers.com. Visit > http://www.frameusers.com/ for more resources and info. > >
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, No, keep posting to the group. Sometimes the one one person who knows the answer may not be reading their email every day and will post at the last minute. However, in this case, if anyone knows the answer, it would likely be Dov. It sounds to me like you may have a corrupt file in the FM directory and reinstalling might solve the problem. Dov might have an opinion on that as well. I've had files go bad in several applications, especially those from MS. Regards, Diane -Original Message- From: framers-boun...@lists.frameusers.com [mailto:framers-bounces at lists.frameusers.com]On Behalf Of Dov Isaacs Sent: Friday, January 11, 2008 1:36 PM To: Emily Berk Cc: framers at lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support,sigh Well, what we do know is that the problem is NOT Acrobat or Distiller or the PostScript driver or any of their interactions with FrameMaker. Looks like an genuine, internal FrameMaker bug! - Dov > -Original Message- > From: Emily Berk [mailto:emily at armadillosoft.com] > Sent: Friday, January 11, 2008 1:20 PM > To: Dov Isaacs > Cc: framers at lists.frameusers.com > Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh > > I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. > > When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred > at 0% complete. > > So, I started deleting chapters from the beginning of the book and then saved the book file. And each > time, I tried to print to pdf. Each time I got the same Internal Error message. > > Then I tried to create a new document using a FM template (the Book chapter.fm template). When I > tried to print to pdf, I got the same Internal Error message. > > Guess the next step is to try the export to .mif, but given the number of chapters in the book, that > is going to take a long time. I'll try to export a single file to .mif first and see if that works. > > Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to > suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all > updated on the gritty details, I'll start to just respond to the few who made suggestions. > > -- Emily > > At 12:34 PM 1/11/2008, you wrote: > >Delete file C:\Windows\FNTCACHE.DAT with all applications > >closed and no printing going. Then immediately reboot! > > > >- Dov > > > >> -Original Message- > >> From: Emily Berk [mailto:emily at armadillosoft.com] > >> Sent: Friday, January 11, 2008 12:22 PM > >> To: Dov Isaacs; framers at lists.frameusers.com > >> Subject: RE: The dreaded Internal Error error meets the dreaded Adobe > >support, sigh > >> > >> Thanks so much, Dov. > >> > >> I guess I had turned myself into a developer a few years back and > >dropped my membership to the > >> Frameusers list. I should have tried it first, before picking up the > >phone. > >> > >> How do I delete the Windows system font cache? > >> > >> -- Emily > >> > >> At 11:52 AM 1/11/2008, Dov Isaacs wrote: > >> >Emily, > >> > > >> >On behalf of Adobe, let me apologize for the runaround that you > >> >got from Adobe's Tech Support. As soon as I am done with this > >> >response, I will be forwarding your post on to our customer > >> >support escalation team. I don't know whether we do or don't > >> >still "officially" support FrameMaker 7.1 (I thought we did!), > >> >but either way, you should have immediately been connected > >> >with someone (1) who competently understands and speaks your > >> >language and (2) knows the product! > >> > > >> >There was no "hidden" update to FrameMaker 7.1 or any other > >> >version of FrameMaker or any Adobe product. > >> > > >> >I do recall various problems with "save as PDF" with > >> >FrameMaker 7.x causing crashes. The workarounds that tended > >> >to work for me included a combination of simply rebooting > >> >the computer or deleting the Windows system font cache and > >> >then rebooting the system (which also "solves" a missing text > >> >in output problem). Apparently, some interaction between > >> >FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of > >> >the Windows registry by all these components can put the > >> >PostScript driver in a catatonic state. > >> > > >> >- Dov > >> > >> Emily Berk > >> http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as dgcaller at earthlink.net. Send list messages to framers at lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscribe at lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/dgcaller%40earthlink.net Send administrative questions to listadmin at frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hi Emily, You wrote: > Then I tried to create a new document using a FM template (the Book chapter.fm template). When I > tried to print to pdf, I got the same Internal Error message. Based on this, and the fact that printing stopped at 0%, I would suggest the following to get a better understanding of the issue: 1. Do you have any other post script printer installed on your machine. If yes, you can try printing to .ps file using this printer, and then distill the file. 2. Is there another installation of FM that you have access to? If yes, try printing this book on that installation. 3. Do you have additional FM plugins installed? I would suggest temporarily removing these plugins 4. Try printing from some other application (e.g Word) to PDF. Does this work? 5. Uninstall and reinstall Frame, and check if the problem goes away? 6. Uninstall and reinstall Acrobat software that you have Based on these results, we can do another followup. Regards, --Sumeer Senior Engg Mgr FrameMaker, RoboHelp, Technical Suite. -Original Message- From: framers-boun...@lists.frameusers.com [mailto:framers-bounces at lists.frameusers.com] On Behalf Of Dov Isaacs Sent: Saturday, January 12, 2008 3:06 AM To: Emily Berk Cc: framers at lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support,sigh Well, what we do know is that the problem is NOT Acrobat or Distiller or the PostScript driver or any of their interactions with FrameMaker. Looks like an genuine, internal FrameMaker bug! - Dov > -Original Message- > From: Emily Berk [mailto:emily at armadillosoft.com] > Sent: Friday, January 11, 2008 1:20 PM > To: Dov Isaacs > Cc: framers at lists.frameusers.com > Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh > > I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. > > When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred > at 0% complete. > > So, I started deleting chapters from the beginning of the book and then saved the book file. And each > time, I tried to print to pdf. Each time I got the same Internal Error message. > > Then I tried to create a new document using a FM template (the Book chapter.fm template). When I > tried to print to pdf, I got the same Internal Error message. > > Guess the next step is to try the export to .mif, but given the number of chapters in the book, that > is going to take a long time. I'll try to export a single file to .mif first and see if that works. > > Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to > suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all > updated on the gritty details, I'll start to just respond to the few who made suggestions. > > -- Emily > > At 12:34 PM 1/11/2008, you wrote: > >Delete file C:\Windows\FNTCACHE.DAT with all applications > >closed and no printing going. Then immediately reboot! > > > >- Dov > > > >> -Original Message- > >> From: Emily Berk [mailto:emily at armadillosoft.com] > >> Sent: Friday, January 11, 2008 12:22 PM > >> To: Dov Isaacs; framers at lists.frameusers.com > >> Subject: RE: The dreaded Internal Error error meets the dreaded Adobe > >support, sigh > >> > >> Thanks so much, Dov. > >> > >> I guess I had turned myself into a developer a few years back and > >dropped my membership to the > >> Frameusers list. I should have tried it first, before picking up the > >phone. > >> > >> How do I delete the Windows system font cache? > >> > >> -- Emily > >> > >> At 11:52 AM 1/11/2008, Dov Isaacs wrote: > >> >Emily, > >> > > >> >On behalf of Adobe, let me apologize for the runaround that you > >> >got from Adobe's Tech Support. As soon as I am done with this > >> >response, I will be forwarding your post on to our customer > >> >support escalation team. I don't know whether we do or don't > >> >still "officially" support FrameMaker 7.1 (I thought we did!), > >> >but either way, you should have immediately been connected > >> >with someone (1) who competently understands and speaks your > >> >language and (2) knows the product! > >> > > >> >There was no "hidden" update to FrameMaker 7.1 or any other > >> >version of FrameMaker or any Adobe product. > >> > > >> >I do recall various problems with "save as PDF" with > &g
Re: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, THIS is the group to turn to in or before such woes! ;-) You don't give much info about your problem with 7.1, but many of us have had these internal errors. Usually thet are caused by some setting not being the right one. So, what is the version of your Acrobat/Distiller? And a little more detailed description of your process before the crash. Are you experiencing this only when printing a book to a file or when you try to save book as pdf or does this also happen when you try to pdf individual files. That sort of info will help the team of FrameUsers to find the solution. Being in the middle of the Atlantic Ocean (GMT) I am going home. Have an error free weekend. Bodvar On Jan 11, 2008 12:28 AM, Emily Berk [EMAIL PROTECTED] wrote: Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away. Then a guy picks up and yes he does speak English and implies that he knows everything one might want to know about FrameMaker. But he knows nothing about me. SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye color, preferred brand of beer, product serial number, tale of woe. And then, after I'd re-iterated everything, he says, FrameMaker 7.1 is no longer supported. You need to search the knowledgebase or buy FrameMaker 8. 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then? 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who didn't speak good English get paid to delay people like me by the minute.) 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE. 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did some hidden upgrade to 7.1 that made it psychotic. Do I sound frantic? It's probably just stress. Anyone have any suggestions? -- Emily ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/bodvar%40gmail.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info. -- It is impossible to make anything foolproof because fools are
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away. Then a guy picks up and yes he does speak English and implies that he knows everything one might want to know about FrameMaker. But he knows nothing about me. SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye color, preferred brand of beer, product serial number, tale of woe. And then, after I'd re-iterated everything, he says, FrameMaker 7.1 is no longer supported. You need to search the knowledgebase or buy FrameMaker 8. 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then? 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who didn't speak good English get paid to delay people like me by the minute.) 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE. 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did some hidden upgrade to 7.1 that made it psychotic. Do I sound frantic? It's probably just stress. Anyone have any suggestions? -- Emily ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Matter of fact, I think that will help with the next half dozen issues reported here...think I'll try it myself. -Original Message- From: [EMAIL PROTECTED] [mailto:framers- [EMAIL PROTECTED] On Behalf Of Kelly McDaniel Sent: Friday, January 11, 2008 9:25 AM To: Emily Berk; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support,sigh Sorry, they live and die by call metrics. Anyone have any suggestions? Long lunch, two margaritas, quiet weekend, hot bath, big cup of cocoa. -Original Message- From: [EMAIL PROTECTED] [mailto:framers- [EMAIL PROTECTED] On Behalf Of Emily Berk Sent: Thursday, January 10, 2008 6:29 PM To: framers@lists.frameusers.com Subject: The dreaded Internal Error error meets the dreaded Adobe support, sigh Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe - - no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away. Then a guy picks up and yes he does speak English and implies that he knows everything one might want to know about FrameMaker. But he knows nothing about me. SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye color, preferred brand of beer, product serial number, tale of woe. And then, after I'd re-iterated everything, he says, FrameMaker 7.1 is no longer supported. You need to search the knowledgebase or buy FrameMaker 8. 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then? 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who didn't speak good English get paid to delay people like me by the minute.) 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE. 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did some hidden upgrade to 7.1 that made it psychotic. Do I sound frantic? It's probably just stress. Anyone have any suggestions? -- Emily ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/kmcdaniel%40pavtech. co m
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, Take a deep, cleansing, breath. Now, tell us the following: 1. What happens right before you get the internal error? 2. What 3rd-party plugins do you have for Frame? 3. What kind of system are you using Frame on? 4. How did you generate your PDF a. Save as PDF b. Print to PDF c. Print to file, then Distill Thank you, Gillian Flato Technical Writer (Software) nanometrics 1550 Buckeye Dr. Milpitas, CA. 95035 408.545.6316 408.232.5911 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Emily Berk Sent: Thursday, January 10, 2008 4:29 PM To: framers@lists.frameusers.com Subject: The dreaded Internal Error error meets the dreaded Adobe support, sigh Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away. Then a guy picks up and yes he does speak English and implies that he knows everything one might want to know about FrameMaker. But he knows nothing about me. SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye color, preferred brand of beer, product serial number, tale of woe. And then, after I'd re-iterated everything, he says, FrameMaker 7.1 is no longer supported. You need to search the knowledgebase or buy FrameMaker 8. 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then? 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who didn't speak good English get paid to delay people like me by the minute.) 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE. 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did some hidden upgrade to 7.1 that made it psychotic. Do I sound frantic? It's probably just stress. Anyone have any suggestions? -- Emily ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/gflato%40nanometrics .com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info. ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov -Original Message- From: Emily Berk Sent: Thursday, January 10, 2008 4:29 PM Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away. Then a guy picks up and yes he does speak English and implies that he knows everything one might want to know about FrameMaker. But he knows nothing about me. SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye color, preferred brand of beer, product serial number, tale of woe. And then, after I'd re-iterated everything, he says, FrameMaker 7.1 is no longer supported. You need to search the knowledgebase or buy FrameMaker 8. 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then? 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who didn't speak good English get paid to delay people like me by the minute.) 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE. 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did some hidden upgrade to 7.1 that made it psychotic. Do I sound frantic? It's probably just stress. Anyone have any suggestions? -- Emily ___ You are currently subscribed
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, Did you try printing to a .ps file and then opening Acrobat Distiller and distilling the .ps file into a PDF? -Gillian -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 9:46 AM To: Flato, Gillian; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Gee, everyone is recommending breathing as a good first step. Maybe we ought to write a self-help book about all the benefits. Seriously, all the supportive responses have been very calming! OK. Here are my details: 11 System configuration 1. I am using Frame 7.1. I installed the p116 upgrade yesterday, because one of the tech notes recommended it. The upgrade made no difference. 2. I am using Acrobat Professional Version 7.0.9; Acrobat Distiller 7.0.7. 3. The FrameMaker doc that is failing has existed in close to its current form since late September. I can still generate PDFs from Word without a problem. 4. MS Windows XP Version 2002, Service Pack 2 5. Old, but not ancient Dell laptop. I have been using essentially the same hardware/software system for the past two years now, with not too many problems. Have not intentionally changed or upgraded anything in that time, but I note that when Frame starts, it seems to go out to the Adobe site and look for updates. (Guess I should try to disable that feature, huh?) PDF Generation Process I am an old-fashioned kind of gal, so in order to generate a PDF, I routinely: 1. Re-generate the document. 2. Run Page-Labeler to re-paginate. 3. File, Print Book, Printer: Adobe PDF, Generate Acrobat Data (check the PDF Setup properties), Print. When this resulted in the scary Internal Error, I did try File, Save As, etc., which also resulted in the scary Internal Error. After this, I tried pre-opening a variety of the documents in the book before attempting to generate the PDF. Same error. I also tried to generate other books from my backup drive, ones that had always worked previously. Every document or book I tried to create as a PDF from Frame resulted in the same internal error. (Internal Error: 7104, 6063074, 7693891, 0) I rebooted between tries. Some excerpts from the log files resulting from the crashes: Internal Error: 7104, 6063074, 7693891, 0 FrameMaker 7.1.0 for Intel Build: 7.1p116 Window System: MSWindows Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 2) Generated on: Thursday, January 10, 2008 3:27:11 PM To file: c:\program files\adobe\framemaker7.1\FrameLog_08.01.10_15.27.11.txt Internal Error: 7104, 6063074, 7693891, 0 FrameMaker 7.1.0 for Intel Build: 7.1p116 Window System: MSWindows Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 2) Generated on: Thursday, January 10, 2008 2:25:55 PM To file: c:\program files\adobe\framemaker7.1\FrameLog_08.01.10_14.25.55.txt Please let me know if you have additional questions. -- Emily At 09:10 AM 1/11/2008, Flato, Gillian wrote: Emily, Take a deep, cleansing, breath. Now, tell us the following: 1. What happens right before you get the internal error? 2. What 3rd-party plugins do you have for Frame? 3. What kind of system are you using Frame on? 4. How did you generate your PDF a. Save as PDF b. Print to PDF c. Print to file, then Distill Thank you, Gillian Flato Technical Writer (Software) nanometrics 1550 Buckeye Dr. Milpitas, CA. 95035 408.545.6316 408.232.5911 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Emily Berk Sent: Thursday, January 10, 2008 4:29 PM To: framers@lists.frameusers.com Subject: The dreaded Internal Error error meets the dreaded Adobe support, sigh Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Sorry, they live and die by call metrics. Anyone have any suggestions? Long lunch, two margaritas, quiet weekend, hot bath, big cup of cocoa. -Original Message- From: [EMAIL PROTECTED] [mailto:framers- [EMAIL PROTECTED] On Behalf Of Emily Berk Sent: Thursday, January 10, 2008 6:29 PM To: framers@lists.frameusers.com Subject: The dreaded Internal Error error meets the dreaded Adobe support, sigh Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe - - no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away. Then a guy picks up and yes he does speak English and implies that he knows everything one might want to know about FrameMaker. But he knows nothing about me. SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye color, preferred brand of beer, product serial number, tale of woe. And then, after I'd re-iterated everything, he says, FrameMaker 7.1 is no longer supported. You need to search the knowledgebase or buy FrameMaker 8. 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then? 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who didn't speak good English get paid to delay people like me by the minute.) 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE. 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did some hidden upgrade to 7.1 that made it psychotic. Do I sound frantic? It's probably just stress. Anyone have any suggestions? -- Emily ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/kmcdaniel%40pavtech. co m Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info. ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 12:22 PM To: Dov Isaacs; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Well, what we do know is that the problem is NOT Acrobat or Distiller or the PostScript driver or any of their interactions with FrameMaker. Looks like an genuine, internal FrameMaker bug! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 1:20 PM To: Dov Isaacs Cc: framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred at 0% complete. So, I started deleting chapters from the beginning of the book and then saved the book file. And each time, I tried to print to pdf. Each time I got the same Internal Error message. Then I tried to create a new document using a FM template (the Book chapter.fm template). When I tried to print to pdf, I got the same Internal Error message. Guess the next step is to try the export to .mif, but given the number of chapters in the book, that is going to take a long time. I'll try to export a single file to .mif first and see if that works. Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all updated on the gritty details, I'll start to just respond to the few who made suggestions. -- Emily At 12:34 PM 1/11/2008, you wrote: Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov -Original Message- From: Emily Berk [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 12:22 PM To: Dov Isaacs; framers@lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still officially support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no hidden update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with save as PDF with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also solves a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov Emily Berk http://www.armadillosoft.com/blog ___ You are currently subscribed to Framers as [EMAIL PROTECTED] Send list messages to [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to [EMAIL PROTECTED] Visit http://www.frameusers.com/ for more resources and info.
Some answers: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hi Emily, Eeek, what a horrible story. Doesn't bode well for Adobe support, does it? Personally, when I have a question, I never ask support. I post the question here. I think there are about 5000 - 6000 Frame users on this list, many of whom I have talked with for at least 10 years and some of them since 93 or so whan I joined it. We do have a few experts here. And Adobe monitors the list and answers questions from time to time as well. I know of no better place to get FM answers. That said, I have both FM7.1 and FM8 on my system, have been using FM since 92, and I _think_ I speeke Engrish purty gud :-), so maybe I can help you. An no long waits on the phone. :-) To familiarize myself with the problem, I need to ask some questions. Exactly how are you creating the PDF file? Are you printing to PS and distilling, using Save As PDF, or what? Exactly where in the process does FM crash? Are you attempting to print the entire book or just one file? What version of Acrobat do you have installed on your system? Did you install Acrobat after you installed FM (I hope)? If you are printing from FM to PS and distilling, what printer driver are you using? Does FM crash on only one book or on all FM files? How about a brand new file from scratch? I assume that at one point, the files were printing normally. Can you think of anything you did that changed the system configuration since that time? Installed or deleted another program, etc? Without knowing any of this information, here are some possible solutions, from simple to complex. 1. Reboot your system. A full memory can cause all kinds of problems. 2. Wash the files through MIF (Save all of the files, including the book file, to MIF. Delete the FM and book files. Open the MIF files and save them to FM.) 3. Try to PDF one file at a time. The problem could be caused by one file in the book and not all of them. 4. Create a brand new file in FM and enter some text manually. No graphics. Try to print it to PDF and see what happens. 5. Reinstall FM, but do not install the distiller from the FM disk. If none of this works, send me the offending files and I'll see if I can find the problem. Hope this helps. Diane PS. Hey, what's with this old stuff? I have 7 grandkids and I am have a few years behind me, but I will never be old. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Emily Berk Sent: Thursday, January 10, 2008 4:29 PM To: framers@lists.frameusers.com Subject: The dreaded Internal Error error meets the dreaded Adobe support, sigh Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Sorry, they live and die by call metrics. >>> Anyone have any suggestions? Long lunch, two margaritas, quiet weekend, hot bath, big cup of cocoa. > -Original Message- > From: framers-bounces at lists.frameusers.com [mailto:framers- > bounces at lists.frameusers.com] On Behalf Of Emily Berk > Sent: Thursday, January 10, 2008 6:29 PM > To: framers at lists.frameusers.com > Subject: The dreaded Internal Error error meets the dreaded Adobe support, > sigh > > Hi FrameUsers: > > I don't know why I thought this list was no more. I'm glad that it is. > Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and > it's all the company I work for is willing to use and I need to be able to > generate this one little PDF sometime within the next decade). > > Following is my latest tale of woe. > > I always forget why I always get queasy before calling Adobe's tech > support. > > But then, once again, once my interaction with Adobe is complete, the > nightmare has only just begun. > > Take today, for instance. Well, it all started yesterday when I began to > get Internal Error crashes when I tried to generate a PDF, any PDF, on any > Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague > recollection of what it was like to interact with Adobe support, I didn't > try that. But I did try a LOT of other stuff. For hours and hours. All > to no avail. > > So, I decided to try to sleep on the problem, which wasn't a successful > strategy for me. I've had a number of these Internal Error issues come up > in the past and they never, ever, never go away on their own. > > Since sleep did not come, I chose to begin my Adobe nightmare early. > Called tech support and spoke with about 3 or 4 perfectly nice folks whose > English was very unclear. > > They would have to ask their questions, oh, six or seven times before I > realized that they were asking, for the seventh or eighth time, what my > customer number or serial number or product was. > > Eventually, (I was on hold and/or being transferred and then asked > redundant questions about 45 minutes) I get to speak with someone about my > problem. He doesn't speak very good English, but I am given to understand > that he does not DO FrameMaker support. > > So now I'm on hold again for another very long interval. > > And a guy picks up who DOES speak English. And I explain my tale of woe - > - no change on my end in terms of the software for at least 2 years. The > doc is one I've been working on since last October at least. > > I tell him the whole story and he lets me go on and on and then he tells > me, in his good English, that he doesn't know anything whatsoever about > FrameMaker. > > But assures me that the guy who next picks up with both know FrameMaker > AND be able to speak English. So I'm on hold again for -- not all that > long -- maybe another 8 minutes, but time has been ticking away. > > Then a guy picks up and yes he does speak English and implies that he > knows everything one might want to know about FrameMaker. But he knows > nothing about me. > > SO, I have to re-iterate EVERYTHING again. Customer number, phone number, > address, hair color, eye color, preferred brand of beer, product serial > number, tale of woe. > > And then, after I'd re-iterated everything, he says, "FrameMaker 7.1 is no > longer supported. You need to search the knowledgebase or buy FrameMaker > 8." > > 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE > THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me > then? > > 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm > guessing all those guys who didn't speak good English get paid to delay > people like me by the minute.) > > 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE > SOLUTION IS IN THE KNOWLEDGEBASE. > > 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE > DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 > > And, no, the company I'm working with is NOT going to upgrade to > FrameMaker 8 just because Adobe did some hidden "upgrade" to 7.1 that made > it psychotic. > > Do I sound frantic? It's probably just stress. > > Anyone have any suggestions? > > -- Emily > > ___ > > > You are currently subscribed to Framers as kmcdaniel at pavtech.com. > > Send list messages to framers at lists.frameusers.com. > > To unsubscribe send a blank email to > framers-unsubscribe at lists.frameusers.com > or visit > http://lists.frameusers.com/mailman/options/framers/kmcdaniel%40pavtech. co > m > > Send administrative questions to listadmin at frameusers.com. Visit > http://www.frameusers.com/ for more resources and info.
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Matter of fact, I think that will help with the next half dozen issues reported here...think I'll try it myself. > -Original Message- > From: framers-bounces at lists.frameusers.com [mailto:framers- > bounces at lists.frameusers.com] On Behalf Of Kelly McDaniel > Sent: Friday, January 11, 2008 9:25 AM > To: Emily Berk; framers at lists.frameusers.com > Subject: RE: The dreaded Internal Error error meets the dreaded Adobe > support,sigh > > Sorry, they live and die by call metrics. > > >>> Anyone have any suggestions? > > Long lunch, two margaritas, quiet weekend, hot bath, big cup of cocoa. > > > -Original Message- > > From: framers-bounces at lists.frameusers.com [mailto:framers- > > bounces at lists.frameusers.com] On Behalf Of Emily Berk > > Sent: Thursday, January 10, 2008 6:29 PM > > To: framers at lists.frameusers.com > > Subject: The dreaded Internal Error error meets the dreaded Adobe > support, > > sigh > > > > Hi FrameUsers: > > > > I don't know why I thought this list was no more. I'm glad that it > is. > > Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too > and > > it's all the company I work for is willing to use and I need to be > able to > > generate this one little PDF sometime within the next decade). > > > > Following is my latest tale of woe. > > > > I always forget why I always get queasy before calling Adobe's tech > > support. > > > > But then, once again, once my interaction with Adobe is complete, the > > nightmare has only just begun. > > > > Take today, for instance. Well, it all started yesterday when I began > to > > get Internal Error crashes when I tried to generate a PDF, any PDF, on > any > > Frame file (not on Word docs) using FrameMaker 7.1. Because I had a > vague > > recollection of what it was like to interact with Adobe support, I > didn't > > try that. But I did try a LOT of other stuff. For hours and hours. > All > > to no avail. > > > > So, I decided to try to sleep on the problem, which wasn't a > successful > > strategy for me. I've had a number of these Internal Error issues > come up > > in the past and they never, ever, never go away on their own. > > > > Since sleep did not come, I chose to begin my Adobe nightmare early. > > Called tech support and spoke with about 3 or 4 perfectly nice folks > whose > > English was very unclear. > > > > They would have to ask their questions, oh, six or seven times before > I > > realized that they were asking, for the seventh or eighth time, what > my > > customer number or serial number or product was. > > > > Eventually, (I was on hold and/or being transferred and then asked > > redundant questions about 45 minutes) I get to speak with someone > about my > > problem. He doesn't speak very good English, but I am given to > understand > > that he does not DO FrameMaker support. > > > > So now I'm on hold again for another very long interval. > > > > And a guy picks up who DOES speak English. And I explain my tale of > woe - > > - no change on my end in terms of the software for at least 2 years. > The > > doc is one I've been working on since last October at least. > > > > I tell him the whole story and he lets me go on and on and then he > tells > > me, in his good English, that he doesn't know anything whatsoever > about > > FrameMaker. > > > > But assures me that the guy who next picks up with both know > FrameMaker > > AND be able to speak English. So I'm on hold again for -- not all > that > > long -- maybe another 8 minutes, but time has been ticking away. > > > > Then a guy picks up and yes he does speak English and implies that he > > knows everything one might want to know about FrameMaker. But he > knows > > nothing about me. > > > > SO, I have to re-iterate EVERYTHING again. Customer number, phone > number, > > address, hair color, eye color, preferred brand of beer, product > serial > > number, tale of woe. > > > > And then, after I'd re-iterated everything, he says, "FrameMaker 7.1 > is no > > longer supported. You need to search the knowledgebase or buy > FrameMaker > > 8." > > > > 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME > ONCE > > THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up > on me > > then? > > > > 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm > > guessi
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, THIS is the group to turn to in or before such woes! ;-) You don't give much info about your problem with 7.1, but many of us have had these internal errors. Usually thet are caused by some setting not being the right one. So, what is the version of your Acrobat/Distiller? And a little more detailed description of your process before the crash. Are you experiencing this only when printing a book to a file or when you try to save book as pdf or does this also happen when you try to pdf individual files. That sort of info will help the "team" of FrameUsers to find the solution. Being in the middle of the Atlantic Ocean (GMT) I am going home. Have an error free weekend. Bodvar On Jan 11, 2008 12:28 AM, Emily Berk wrote: > Hi FrameUsers: > > I don't know why I thought this list was no more. I'm glad that it is. > Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and > it's all the company I work for is willing to use and I need to be able to > generate this one little PDF sometime within the next decade). > > Following is my latest tale of woe. > > I always forget why I always get queasy before calling Adobe's tech support. > > But then, once again, once my interaction with Adobe is complete, the > nightmare has only just begun. > > Take today, for instance. Well, it all started yesterday when I began to get > Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame > file (not on Word docs) using FrameMaker 7.1. Because I had a vague > recollection of what it was like to interact with Adobe support, I didn't try > that. But I did try a LOT of other stuff. For hours and hours. All to no > avail. > > So, I decided to try to sleep on the problem, which wasn't a successful > strategy for me. I've had a number of these Internal Error issues come up in > the past and they never, ever, never go away on their own. > > Since sleep did not come, I chose to begin my Adobe nightmare early. Called > tech support and spoke with about 3 or 4 perfectly nice folks whose English > was very unclear. > > They would have to ask their questions, oh, six or seven times before I > realized that they were asking, for the seventh or eighth time, what my > customer number or serial number or product was. > > Eventually, (I was on hold and/or being transferred and then asked redundant > questions about 45 minutes) I get to speak with someone about my problem. He > doesn't speak very good English, but I am given to understand that he does > not DO FrameMaker support. > > So now I'm on hold again for another very long interval. > > And a guy picks up who DOES speak English. And I explain my tale of woe -- > no change on my end in terms of the software for at least 2 years. The doc > is one I've been working on since last October at least. > > I tell him the whole story and he lets me go on and on and then he tells me, > in his good English, that he doesn't know anything whatsoever about > FrameMaker. > > But assures me that the guy who next picks up with both know FrameMaker AND > be able to speak English. So I'm on hold again for -- not all that long -- > maybe another 8 minutes, but time has been ticking away. > > Then a guy picks up and yes he does speak English and implies that he knows > everything one might want to know about FrameMaker. But he knows nothing > about me. > > SO, I have to re-iterate EVERYTHING again. Customer number, phone number, > address, hair color, eye color, preferred brand of beer, product serial > number, tale of woe. > > And then, after I'd re-iterated everything, he says, "FrameMaker 7.1 is no > longer supported. You need to search the knowledgebase or buy FrameMaker 8." > > 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY > KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then? > > 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing > all those guys who didn't speak good English get paid to delay people like me > by the minute.) > > 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION > IS IN THE KNOWLEDGEBASE. > > 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE > DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 > > And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 > just because Adobe did some hidden "upgrade" to 7.1 that made it psychotic. > > Do I sound frantic? It's probably just stress. > > Anyone have any suggestions? > > -- Emily > > ___ > > > You are currently subscribed to Framers as bodvar at gmail.com. > > Send list messages to framers at lists.frameusers.com. > > To unsubscribe send a blank email to > framers-unsubscribe at lists.frameusers.com > or visit > http://lists.frameusers.com/mailman/options/framers/bodvar%40gmail.com > > Send administrative questions to listadmin at
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, Take a deep, cleansing, breath. Now, tell us the following: 1. What happens right before you get the internal error? 2. What 3rd-party plugins do you have for Frame? 3. What kind of system are you using Frame on? 4. How did you generate your PDF a. Save as PDF b. Print to PDF c. Print to file, then Distill Thank you, Gillian Flato Technical Writer (Software) nanometrics 1550 Buckeye Dr. Milpitas, CA. 95035 408.545.6316 408.232.5911 gflato at nanometrics.com -Original Message- From: framers-boun...@lists.frameusers.com [mailto:framers-bounces at lists.frameusers.com] On Behalf Of Emily Berk Sent: Thursday, January 10, 2008 4:29 PM To: framers at lists.frameusers.com Subject: The dreaded Internal Error error meets the dreaded Adobe support, sigh Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away. Then a guy picks up and yes he does speak English and implies that he knows everything one might want to know about FrameMaker. But he knows nothing about me. SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye color, preferred brand of beer, product serial number, tale of woe. And then, after I'd re-iterated everything, he says, "FrameMaker 7.1 is no longer supported. You need to search the knowledgebase or buy FrameMaker 8." 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then? 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who didn't speak good English get paid to delay people like me by the minute.) 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE. 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did some hidden "upgrade" to 7.1 that made it psychotic. Do I sound frantic? It's probably just stress. Anyone have any suggestions? -- Emily ___ You are currently subscribed to Framers as gflato at nanometrics.com. Send list messages to framers at lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscribe at lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/gflato%40nanometrics .com Send administrative questions to listadmin at frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, Did you try printing to a .ps file and then opening Acrobat Distiller and distilling the .ps file into a PDF? -Gillian -Original Message- From: Emily Berk [mailto:em...@armadillosoft.com] Sent: Friday, January 11, 2008 9:46 AM To: Flato, Gillian; framers at lists.frameusers.com Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh Gee, everyone is recommending breathing as a good first step. Maybe we ought to write a self-help book about all the benefits. Seriously, all the supportive responses have been very calming! OK. Here are my details: 11 System configuration 1. I am using Frame 7.1. I installed the p116 upgrade yesterday, because one of the tech notes recommended it. The upgrade made no difference. 2. I am using Acrobat Professional Version 7.0.9; Acrobat Distiller 7.0.7. 3. The FrameMaker doc that is failing has existed in close to its current form since late September. I can still generate PDFs from Word without a problem. 4. MS Windows XP Version 2002, Service Pack 2 5. Old, but not ancient Dell laptop. I have been using essentially the same hardware/software system for the past two years now, with not too many problems. Have not intentionally changed or upgraded anything in that time, but I note that when Frame starts, it seems to go out to the Adobe site and look for updates. (Guess I should try to disable that feature, huh?) PDF Generation Process I am an old-fashioned kind of gal, so in order to generate a PDF, I routinely: 1. Re-generate the document. 2. Run Page-Labeler to re-paginate. 3. File, Print Book, Printer: Adobe PDF, Generate Acrobat Data (check the PDF Setup properties), Print. When this resulted in the scary Internal Error, I did try File, Save As, etc., which also resulted in the scary Internal Error. After this, I tried pre-opening a variety of the documents in the book before attempting to generate the PDF. Same error. I also tried to generate other books from my backup drive, ones that had always worked previously. Every document or book I tried to create as a PDF from Frame resulted in the same internal error. (Internal Error: 7104, 6063074, 7693891, 0) I rebooted between tries. Some excerpts from the log files resulting from the crashes: Internal Error: 7104, 6063074, 7693891, 0 FrameMaker 7.1.0 for Intel Build: 7.1p116 Window System: MSWindows Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 2) Generated on: Thursday, January 10, 2008 3:27:11 PM To file: c:\program files\adobe\framemaker7.1\FrameLog_08.01.10_15.27.11.txt Internal Error: 7104, 6063074, 7693891, 0 FrameMaker 7.1.0 for Intel Build: 7.1p116 Window System: MSWindows Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 2) Generated on: Thursday, January 10, 2008 2:25:55 PM To file: c:\program files\adobe\framemaker7.1\FrameLog_08.01.10_14.25.55.txt Please let me know if you have additional questions. -- Emily At 09:10 AM 1/11/2008, Flato, Gillian wrote: >Emily, > >Take a deep, cleansing, breath. > >Now, tell us the following: > >1. What happens right before you get the internal error? >2. What 3rd-party plugins do you have for Frame? >3. What kind of system are you using Frame on? >4. How did you generate your PDF >a. Save as PDF >b. Print to PDF >c. Print to file, then Distill > > >Thank you, > > > >Gillian Flato >Technical Writer (Software) >nanometrics >1550 Buckeye Dr. >Milpitas, CA. 95035 >408.545.6316 >408.232.5911 >gflato at nanometrics.com > > >-Original Message- >From: framers-bounces at lists.frameusers.com >[mailto:framers-bounces at lists.frameusers.com] On Behalf Of Emily Berk >Sent: Thursday, January 10, 2008 4:29 PM >To: framers at lists.frameusers.com >Subject: The dreaded Internal Error error meets the dreaded Adobe >support, sigh > >Hi FrameUsers: > >I don't know why I thought this list was no more. I'm glad that it is. >Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too >and it's all the company I work for is willing to use and I need to be >able to generate this one little PDF sometime within the next decade). > >Following is my latest tale of woe. > >I always forget why I always get queasy before calling Adobe's tech >support. > >But then, once again, once my interaction with Adobe is complete, the >nightmare has only just begun. > >Take today, for instance. Well, it all started yesterday when I began >to get Internal Error crashes when I tried to generate a PDF, any PDF, >on any Frame file (not on Word docs) using FrameMaker 7.1. Because I >had a vague recollection of what it was like to interact with Adobe >support, I didn't try that. But I did try a LOT of other stuff. For >hours and hours. All to no avail. > >S
Some answers: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hi Emily, Eeek, what a horrible story. Doesn't bode well for Adobe support, does it? Personally, when I have a question, I never ask support. I post the question here. I think there are about 5000 - 6000 Frame users on this list, many of whom I have talked with for at least 10 years and some of them since 93 or so whan I joined it. We do have a few experts here. And Adobe monitors the list and answers questions from time to time as well. I know of no better place to get FM answers. That said, I have both FM7.1 and FM8 on my system, have been using FM since 92, and I _think_ I speeke Engrish purty gud :-), so maybe I can help you. An no long waits on the phone. :-) To familiarize myself with the problem, I need to ask some questions. Exactly how are you creating the PDF file? Are you printing to PS and distilling, using Save As PDF, or what? Exactly where in the process does FM crash? Are you attempting to print the entire book or just one file? What version of Acrobat do you have installed on your system? Did you install Acrobat after you installed FM (I hope)? If you are printing from FM to PS and distilling, what printer driver are you using? Does FM crash on only one book or on all FM files? How about a brand new file from scratch? I assume that at one point, the files were printing normally. Can you think of anything you did that changed the system configuration since that time? Installed or deleted another program, etc? Without knowing any of this information, here are some possible solutions, from simple to complex. 1. Reboot your system. A full memory can cause all kinds of problems. 2. Wash the files through MIF (Save all of the files, including the book file, to MIF. Delete the FM and book files. Open the MIF files and save them to FM.) 3. Try to PDF one file at a time. The problem could be caused by one file in the book and not all of them. 4. Create a brand new file in FM and enter some text manually. No graphics. Try to print it to PDF and see what happens. 5. Reinstall FM, but do not install the distiller from the FM disk. If none of this works, send me the offending files and I'll see if I can find the problem. Hope this helps. Diane PS. Hey, what's with this "old" stuff? I have 7 grandkids and I am have a few years behind me, but I will never be "old." -Original Message- From: framers-boun...@lists.frameusers.com [mailto:framers-bounces at lists.frameusers.com]On Behalf Of Emily Berk Sent: Thursday, January 10, 2008 4:29 PM To: framers at lists.frameusers.com Subject: The dreaded Internal Error error meets the dreaded Adobe support, sigh Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that lon
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Emily, On behalf of Adobe, let me apologize for the runaround that you got from Adobe's Tech Support. As soon as I am done with this response, I will be forwarding your post on to our customer support escalation team. I don't know whether we do or don't still "officially" support FrameMaker 7.1 (I thought we did!), but either way, you should have immediately been connected with someone (1) who competently understands and speaks your language and (2) knows the product! There was no "hidden" update to FrameMaker 7.1 or any other version of FrameMaker or any Adobe product. I do recall various problems with "save as PDF" with FrameMaker 7.x causing crashes. The workarounds that tended to work for me included a combination of simply rebooting the computer or deleting the Windows system font cache and then rebooting the system (which also "solves" a missing text in output problem). Apparently, some interaction between FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of the Windows registry by all these components can put the PostScript driver in a catatonic state. - Dov > -Original Message- > From: Emily Berk > Sent: Thursday, January 10, 2008 4:29 PM > > Hi FrameUsers: > > I don't know why I thought this list was no more. I'm glad that it is. Please help me with my > FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use > and I need to be able to generate this one little PDF sometime within the next decade). > > Following is my latest tale of woe. > > I always forget why I always get queasy before calling Adobe's tech support. > > But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. > > Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes > when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. > Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try > that. But I did try a LOT of other stuff. For hours and hours. All to no avail. > > So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a > number of these Internal Error issues come up in the past and they never, ever, never go away on their > own. > > Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke > with about 3 or 4 perfectly nice folks whose English was very unclear. > > They would have to ask their questions, oh, six or seven times before I realized that they were > asking, for the seventh or eighth time, what my customer number or serial number or product was. > > Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 > minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am > given to understand that he does not DO FrameMaker support. > > So now I'm on hold again for another very long interval. > > And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in > terms of the software for at least 2 years. The doc is one I've been working on since last October at > least. > > I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that > he doesn't know anything whatsoever about FrameMaker. > > But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. > So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking > away. > > Then a guy picks up and yes he does speak English and implies that he knows everything one might want > to know about FrameMaker. But he knows nothing about me. > > SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye > color, preferred brand of beer, product serial number, tale of woe. > > And then, after I'd re-iterated everything, he says, "FrameMaker 7.1 is no longer supported. You need > to search the knowledgebase or buy FrameMaker 8." > > 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING > FRAMEMAKER 7.1. Why did they just not hang up on me then? > > 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who > didn't speak good English get paid to delay people like me by the minute.) > > 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE. > > 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: > 7104, 6063074, 7693891, 0 > > And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did > some hidden "upgrade" to 7.1 that made it psychotic. > > Do I sound frantic? It's probably just stress. > > Anyone have any suggestions? > >
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Delete file C:\Windows\FNTCACHE.DAT with all applications closed and no printing going. Then immediately reboot! - Dov > -Original Message- > From: Emily Berk [mailto:emily at armadillosoft.com] > Sent: Friday, January 11, 2008 12:22 PM > To: Dov Isaacs; framers at lists.frameusers.com > Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh > > Thanks so much, Dov. > > I guess I had turned myself into a developer a few years back and dropped my membership to the > Frameusers list. I should have tried it first, before picking up the phone. > > How do I delete the Windows system font cache? > > -- Emily > > At 11:52 AM 1/11/2008, Dov Isaacs wrote: > >Emily, > > > >On behalf of Adobe, let me apologize for the runaround that you > >got from Adobe's Tech Support. As soon as I am done with this > >response, I will be forwarding your post on to our customer > >support escalation team. I don't know whether we do or don't > >still "officially" support FrameMaker 7.1 (I thought we did!), > >but either way, you should have immediately been connected > >with someone (1) who competently understands and speaks your > >language and (2) knows the product! > > > >There was no "hidden" update to FrameMaker 7.1 or any other > >version of FrameMaker or any Adobe product. > > > >I do recall various problems with "save as PDF" with > >FrameMaker 7.x causing crashes. The workarounds that tended > >to work for me included a combination of simply rebooting > >the computer or deleting the Windows system font cache and > >then rebooting the system (which also "solves" a missing text > >in output problem). Apparently, some interaction between > >FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of > >the Windows registry by all these components can put the > >PostScript driver in a catatonic state. > > > >- Dov > > Emily Berk > http://www.armadillosoft.com/blog
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Well, what we do know is that the problem is NOT Acrobat or Distiller or the PostScript driver or any of their interactions with FrameMaker. Looks like an genuine, internal FrameMaker bug! - Dov > -Original Message- > From: Emily Berk [mailto:emily at armadillosoft.com] > Sent: Friday, January 11, 2008 1:20 PM > To: Dov Isaacs > Cc: framers at lists.frameusers.com > Subject: RE: The dreaded Internal Error error meets the dreaded Adobe support, sigh > > I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. > > When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred > at 0% complete. > > So, I started deleting chapters from the beginning of the book and then saved the book file. And each > time, I tried to print to pdf. Each time I got the same Internal Error message. > > Then I tried to create a new document using a FM template (the Book chapter.fm template). When I > tried to print to pdf, I got the same Internal Error message. > > Guess the next step is to try the export to .mif, but given the number of chapters in the book, that > is going to take a long time. I'll try to export a single file to .mif first and see if that works. > > Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to > suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all > updated on the gritty details, I'll start to just respond to the few who made suggestions. > > -- Emily > > At 12:34 PM 1/11/2008, you wrote: > >Delete file C:\Windows\FNTCACHE.DAT with all applications > >closed and no printing going. Then immediately reboot! > > > >- Dov > > > >> -Original Message- > >> From: Emily Berk [mailto:emily at armadillosoft.com] > >> Sent: Friday, January 11, 2008 12:22 PM > >> To: Dov Isaacs; framers at lists.frameusers.com > >> Subject: RE: The dreaded Internal Error error meets the dreaded Adobe > >support, sigh > >> > >> Thanks so much, Dov. > >> > >> I guess I had turned myself into a developer a few years back and > >dropped my membership to the > >> Frameusers list. I should have tried it first, before picking up the > >phone. > >> > >> How do I delete the Windows system font cache? > >> > >> -- Emily > >> > >> At 11:52 AM 1/11/2008, Dov Isaacs wrote: > >> >Emily, > >> > > >> >On behalf of Adobe, let me apologize for the runaround that you > >> >got from Adobe's Tech Support. As soon as I am done with this > >> >response, I will be forwarding your post on to our customer > >> >support escalation team. I don't know whether we do or don't > >> >still "officially" support FrameMaker 7.1 (I thought we did!), > >> >but either way, you should have immediately been connected > >> >with someone (1) who competently understands and speaks your > >> >language and (2) knows the product! > >> > > >> >There was no "hidden" update to FrameMaker 7.1 or any other > >> >version of FrameMaker or any Adobe product. > >> > > >> >I do recall various problems with "save as PDF" with > >> >FrameMaker 7.x causing crashes. The workarounds that tended > >> >to work for me included a combination of simply rebooting > >> >the computer or deleting the Windows system font cache and > >> >then rebooting the system (which also "solves" a missing text > >> >in output problem). Apparently, some interaction between > >> >FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of > >> >the Windows registry by all these components can put the > >> >PostScript driver in a catatonic state. > >> > > >> >- Dov > >> > >> Emily Berk > >> http://www.armadillosoft.com/blog
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Gee, everyone is recommending breathing as a good first step. Maybe we ought to write a self-help book about all the benefits. Seriously, all the supportive responses have been very calming! OK. Here are my details: 11 System configuration 1. I am using Frame 7.1. I installed the p116 upgrade yesterday, because one of the tech notes recommended it. The upgrade made no difference. 2. I am using Acrobat Professional Version 7.0.9; Acrobat Distiller 7.0.7. 3. The FrameMaker doc that is failing has existed in close to its current form since late September. I can still generate PDFs from Word without a problem. 4. MS Windows XP Version 2002, Service Pack 2 5. Old, but not ancient Dell laptop. I have been using essentially the same hardware/software system for the past two years now, with not too many problems. Have not intentionally changed or upgraded anything in that time, but I note that when Frame starts, it seems to go out to the Adobe site and look for updates. (Guess I should try to disable that feature, huh?) PDF Generation Process I am an old-fashioned kind of gal, so in order to generate a PDF, I routinely: 1. Re-generate the document. 2. Run Page-Labeler to re-paginate. 3. File, Print Book, Printer: Adobe PDF, Generate Acrobat Data (check the PDF Setup properties), Print. When this resulted in the scary Internal Error, I did try File, Save As, etc., which also resulted in the scary Internal Error. After this, I tried pre-opening a variety of the documents in the book before attempting to generate the PDF. Same error. I also tried to generate other books from my backup drive, ones that had always worked previously. Every document or book I tried to create as a PDF from Frame resulted in the same internal error. (Internal Error: 7104, 6063074, 7693891, 0) I rebooted between tries. Some excerpts from the log files resulting from the crashes: Internal Error: 7104, 6063074, 7693891, 0 FrameMaker 7.1.0 for Intel Build: 7.1p116 Window System: MSWindows Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 2) Generated on: Thursday, January 10, 2008 3:27:11 PM To file: c:\program files\adobe\framemaker7.1\FrameLog_08.01.10_15.27.11.txt Internal Error: 7104, 6063074, 7693891, 0 FrameMaker 7.1.0 for Intel Build: 7.1p116 Window System: MSWindows Operating System: Windows NT 5.1 (major.minor.build: 5.1.2600 Service Pack 2) Generated on: Thursday, January 10, 2008 2:25:55 PM To file: c:\program files\adobe\framemaker7.1\FrameLog_08.01.10_14.25.55.txt Please let me know if you have additional questions. -- Emily At 09:10 AM 1/11/2008, Flato, Gillian wrote: >Emily, > >Take a deep, cleansing, breath. > >Now, tell us the following: > >1. What happens right before you get the internal error? >2. What 3rd-party plugins do you have for Frame? >3. What kind of system are you using Frame on? >4. How did you generate your PDF >a. Save as PDF >b. Print to PDF >c. Print to file, then Distill > > >Thank you, > > > >Gillian Flato >Technical Writer (Software) >nanometrics >1550 Buckeye Dr. >Milpitas, CA. 95035 >408.545.6316 >408.232.5911 >gflato at nanometrics.com > > >-Original Message- >From: framers-bounces at lists.frameusers.com >[mailto:framers-bounces at lists.frameusers.com] On Behalf Of Emily Berk >Sent: Thursday, January 10, 2008 4:29 PM >To: framers at lists.frameusers.com >Subject: The dreaded Internal Error error meets the dreaded Adobe >support, sigh > >Hi FrameUsers: > >I don't know why I thought this list was no more. I'm glad that it is. >Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too >and it's all the company I work for is willing to use and I need to be >able to generate this one little PDF sometime within the next decade). > >Following is my latest tale of woe. > >I always forget why I always get queasy before calling Adobe's tech >support. > >But then, once again, once my interaction with Adobe is complete, the >nightmare has only just begun. > >Take today, for instance. Well, it all started yesterday when I began >to get Internal Error crashes when I tried to generate a PDF, any PDF, >on any Frame file (not on Word docs) using FrameMaker 7.1. Because I >had a vague recollection of what it was like to interact with Adobe >support, I didn't try that. But I did try a LOT of other stuff. For >hours and hours. All to no avail. > >So, I decided to try to sleep on the problem, which wasn't a successful >strategy for me. I've had a number of these Internal Error issues come >up in the past and they never, ever, never go away on their own. > >Since sleep did not come, I chose to begin my Adobe nightmare early. >Called tech support and spoke with about 3 or 4 perfectly nice fol
The dreaded Internal Error error meets the dreaded Adobe support, sigh
I tried, Gillian, but FrameMaker crashes in the middle of the print to ps so there is no .ps file to distill. At 09:56 AM 1/11/2008 -0800, Flato, Gillian wrote: >Emily, > >Did you try printing to a .ps file and then opening Acrobat Distiller >and distilling the .ps file into a PDF? > > >-Gillian > > >-Original Message- >From: Emily Berk [mailto:emily at armadillosoft.com] >Sent: Friday, January 11, 2008 9:46 AM >To: Flato, Gillian; framers at lists.frameusers.com >Subject: RE: The dreaded Internal Error error meets the dreaded Adobe >support, sigh > >Gee, everyone is recommending breathing as a good first step. Maybe we >ought to write a self-help book about all the benefits. > >Seriously, all the supportive responses have been very calming! ... Emily Berk http://www.armadillosoft.com/blog
Some answers: The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hey, Diane: Thanks for being in touch. Please see my answers embedded below. At 11:04 AM 1/11/2008, Diane Gaskill wrote: >... > >Exactly how are you creating the PDF file? Are you printing to PS and >distilling, using Save As PDF, or what? I started by printing to PS. But after I'd gotten the Internal Error several times, I did try to Save As PDF. Regardless of the technique, the result was consistently Internal Error. >Exactly where in the process does FM crash? It processes through some of the files, but only shows the page numbers, not the files it is processing. And, it crashes pretty soon after it starts. >Are you attempting to print the entire book or just one file? The first time it happened, I was trying to PDF just one file. I subsequently tried to PDF a different file. Then, I tried to PDF the whole book. Then I tried to PDF a different book, one that I knew had been created as a PDF successfully the last time I accessed it. Then I tried to PDF a Word doc (from Word). This last attempt to create a PDF was the only one that worked. >What version of Acrobat do you have installed on your system? 7.0.7 >Did you install Acrobat after you installed FM (I hope)? Yes, LONG ago. >If you are printing from FM to PS and distilling, what printer driver are >you using? It says Adobe PDF in the Set Printer Name box. Is that what you are asking? If not, please tell me how to find the answer to this question. >Does FM crash on only one book or on all FM files? How about a brand new >file from scratch? I'll try this. >I assume that at one point, the files were printing normally. Yes, for at least 2 years now. >Can you think of anything you did that changed the system configuration since >that time? Nothing changed in terms of system configuration that I know of. It looks to me as if whenever FrameMaker loads, it looks at the Adobe site for updates, so it's possible that the system configuration did change, but not at my instigation. >Installed or deleted another program, etc? Nope. >Without knowing any of this information, here are some possible solutions, >from simple to complex. > >1. Reboot your system. A full memory can cause all kinds of problems. I tried this. It made no difference. >2. Wash the files through MIF (Save all of the files, including the book >file, to MIF. Delete the FM and book files. Open the MIF files and save >them to FM.) Will try this. >3. Try to PDF one file at a time. The problem could be caused by one file >in the book and not all of them. I will try this. >4. Create a brand new file in FM and enter some text manually. No graphics. >Try to print it to PDF and see what happens. I will try this. >5. Reinstall FM, but do not install the distiller from the FM disk. Dreading this, but I will try this. >If none of this works, send me the offending files and I'll see if I can >find the problem. Not sure I can do that. Tech doc on unreleased product; but I very much appreciate the offer! >Hope this helps. > >Diane > >PS. Hey, what's with this "old" stuff? I have 7 grandkids and I am have a >few years behind me, but I will never be "old." This week in particular, I am feeling OLD. Emily Berk http://www.armadillosoft.com/blog
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Thanks so much, Dov. I guess I had turned myself into a developer a few years back and dropped my membership to the Frameusers list. I should have tried it first, before picking up the phone. How do I delete the Windows system font cache? -- Emily At 11:52 AM 1/11/2008, Dov Isaacs wrote: >Emily, > >On behalf of Adobe, let me apologize for the runaround that you >got from Adobe's Tech Support. As soon as I am done with this >response, I will be forwarding your post on to our customer >support escalation team. I don't know whether we do or don't >still "officially" support FrameMaker 7.1 (I thought we did!), >but either way, you should have immediately been connected >with someone (1) who competently understands and speaks your >language and (2) knows the product! > >There was no "hidden" update to FrameMaker 7.1 or any other >version of FrameMaker or any Adobe product. > >I do recall various problems with "save as PDF" with >FrameMaker 7.x causing crashes. The workarounds that tended >to work for me included a combination of simply rebooting >the computer or deleting the Windows system font cache and >then rebooting the system (which also "solves" a missing text >in output problem). Apparently, some interaction between >FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of >the Windows registry by all these components can put the >PostScript driver in a catatonic state. > >- Dov Emily Berk http://www.armadillosoft.com/blog
The dreaded Internal Error error meets the dreaded Adobe support, sigh
I see a file with this name in c:\windows\system32. I'll delete it and let you know. -- Emily At 12:34 PM 1/11/2008, Dov Isaacs wrote: >Delete file C:\Windows\FNTCACHE.DAT with all applications >closed and no printing going. Then immediately reboot! > >- Dov > >> -Original Message- >> From: Emily Berk [mailto:emily at armadillosoft.com] >> Sent: Friday, January 11, 2008 12:22 PM >> To: Dov Isaacs; framers at lists.frameusers.com >> Subject: RE: The dreaded Internal Error error meets the dreaded Adobe >support, sigh >> >> Thanks so much, Dov. >> >> I guess I had turned myself into a developer a few years back and >dropped my membership to the >> Frameusers list. I should have tried it first, before picking up the >phone. >> >> How do I delete the Windows system font cache? >> >> -- Emily >> >> At 11:52 AM 1/11/2008, Dov Isaacs wrote: >> >Emily, >> > >> >On behalf of Adobe, let me apologize for the runaround that you >> >got from Adobe's Tech Support. As soon as I am done with this >> >response, I will be forwarding your post on to our customer >> >support escalation team. I don't know whether we do or don't >> >still "officially" support FrameMaker 7.1 (I thought we did!), >> >but either way, you should have immediately been connected >> >with someone (1) who competently understands and speaks your >> >language and (2) knows the product! >> > >> >There was no "hidden" update to FrameMaker 7.1 or any other >> >version of FrameMaker or any Adobe product. >> > >> >I do recall various problems with "save as PDF" with >> >FrameMaker 7.x causing crashes. The workarounds that tended >> >to work for me included a combination of simply rebooting >> >the computer or deleting the Windows system font cache and >> >then rebooting the system (which also "solves" a missing text >> >in output problem). Apparently, some interaction between >> >FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of >> >the Windows registry by all these components can put the >> >PostScript driver in a catatonic state. >> > >> >- Dov >> >> Emily Berk >> http://www.armadillosoft.com/blog
The dreaded Internal Error error meets the dreaded Adobe support, sigh
I deleted this file from the Windows/system32 directory, downed the laptop, and then rebooted. When I ran FM, and tried to print to Adobe PDF, I got the same Internal Error message, which occurred at 0% complete. So, I started deleting chapters from the beginning of the book and then saved the book file. And each time, I tried to print to pdf. Each time I got the same Internal Error message. Then I tried to create a new document using a FM template (the Book chapter.fm template). When I tried to print to pdf, I got the same Internal Error message. Guess the next step is to try the export to .mif, but given the number of chapters in the book, that is going to take a long time. I'll try to export a single file to .mif first and see if that works. Are Frameusers all sick of hearing about my lack of progress? Perhaps I should just respond to suggesters? Don't all answer at once, but if I don't receive a compelling case for keeping y'all updated on the gritty details, I'll start to just respond to the few who made suggestions. -- Emily At 12:34 PM 1/11/2008, you wrote: >Delete file C:\Windows\FNTCACHE.DAT with all applications >closed and no printing going. Then immediately reboot! > >- Dov > >> -Original Message- >> From: Emily Berk [mailto:emily at armadillosoft.com] >> Sent: Friday, January 11, 2008 12:22 PM >> To: Dov Isaacs; framers at lists.frameusers.com >> Subject: RE: The dreaded Internal Error error meets the dreaded Adobe >support, sigh >> >> Thanks so much, Dov. >> >> I guess I had turned myself into a developer a few years back and >dropped my membership to the >> Frameusers list. I should have tried it first, before picking up the >phone. >> >> How do I delete the Windows system font cache? >> >> -- Emily >> >> At 11:52 AM 1/11/2008, Dov Isaacs wrote: >> >Emily, >> > >> >On behalf of Adobe, let me apologize for the runaround that you >> >got from Adobe's Tech Support. As soon as I am done with this >> >response, I will be forwarding your post on to our customer >> >support escalation team. I don't know whether we do or don't >> >still "officially" support FrameMaker 7.1 (I thought we did!), >> >but either way, you should have immediately been connected >> >with someone (1) who competently understands and speaks your >> >language and (2) knows the product! >> > >> >There was no "hidden" update to FrameMaker 7.1 or any other >> >version of FrameMaker or any Adobe product. >> > >> >I do recall various problems with "save as PDF" with >> >FrameMaker 7.x causing crashes. The workarounds that tended >> >to work for me included a combination of simply rebooting >> >the computer or deleting the Windows system font cache and >> >then rebooting the system (which also "solves" a missing text >> >in output problem). Apparently, some interaction between >> >FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of >> >the Windows registry by all these components can put the >> >PostScript driver in a catatonic state. >> > >> >- Dov >> >> Emily Berk >> http://www.armadillosoft.com/blog
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Well, I'm glad to have been of help to Adobe QA. At 01:35 PM 1/11/2008, Dov Isaacs wrote: >Well, what we do know is that the problem is NOT Acrobat >or Distiller or the PostScript driver or any of their >interactions with FrameMaker. Looks like an genuine, internal >FrameMaker bug! > >- Dov > >> -Original Message- >> From: Emily Berk [mailto:emily at armadillosoft.com] >> Sent: Friday, January 11, 2008 1:20 PM >> To: Dov Isaacs >> Cc: framers at lists.frameusers.com >> Subject: RE: The dreaded Internal Error error meets the dreaded Adobe >support, sigh >> >> I deleted this file from the Windows/system32 directory, downed the >laptop, and then rebooted. >> >> When I ran FM, and tried to print to Adobe PDF, I got the same >Internal Error message, which occurred >> at 0% complete. >> >> So, I started deleting chapters from the beginning of the book and >then saved the book file. And each >> time, I tried to print to pdf. Each time I got the same Internal >Error message. >> >> Then I tried to create a new document using a FM template (the Book >chapter.fm template). When I >> tried to print to pdf, I got the same Internal Error message. >> >> Guess the next step is to try the export to .mif, but given the number >of chapters in the book, that >> is going to take a long time. I'll try to export a single file to >.mif first and see if that works. >> >> Are Frameusers all sick of hearing about my lack of progress? Perhaps >I should just respond to >> suggesters? Don't all answer at once, but if I don't receive a >compelling case for keeping y'all >> updated on the gritty details, I'll start to just respond to the few >who made suggestions. >> >> -- Emily >> >> At 12:34 PM 1/11/2008, you wrote: >> >Delete file C:\Windows\FNTCACHE.DAT with all applications >> >closed and no printing going. Then immediately reboot! >> > >> > - Dov >> > >> >> -Original Message- >> >> From: Emily Berk [mailto:emily at armadillosoft.com] >> >> Sent: Friday, January 11, 2008 12:22 PM >> >> To: Dov Isaacs; framers at lists.frameusers.com >> >> Subject: RE: The dreaded Internal Error error meets the dreaded >Adobe >> >support, sigh >> >> >> >> Thanks so much, Dov. >> >> >> >> I guess I had turned myself into a developer a few years back and >> >dropped my membership to the >> >> Frameusers list. I should have tried it first, before picking up >the >> >phone. >> >> >> >> How do I delete the Windows system font cache? >> >> >> >> -- Emily >> >> >> >> At 11:52 AM 1/11/2008, Dov Isaacs wrote: >> >> >Emily, >> >> > >> >> >On behalf of Adobe, let me apologize for the runaround that you >> >> >got from Adobe's Tech Support. As soon as I am done with this >> >> >response, I will be forwarding your post on to our customer >> >> >support escalation team. I don't know whether we do or don't >> >> >still "officially" support FrameMaker 7.1 (I thought we did!), >> >> >but either way, you should have immediately been connected >> >> >with someone (1) who competently understands and speaks your >> >> >language and (2) knows the product! >> >> > >> >> >There was no "hidden" update to FrameMaker 7.1 or any other >> >> >version of FrameMaker or any Adobe product. >> >> > >> >> >I do recall various problems with "save as PDF" with >> >> >FrameMaker 7.x causing crashes. The workarounds that tended >> >> >to work for me included a combination of simply rebooting >> >> >the computer or deleting the Windows system font cache and >> >> >then rebooting the system (which also "solves" a missing text >> >> >in output problem). Apparently, some interaction between >> >> >FrameMaker, the PSCRIPT5 driver Acrobat plug-in, and use of >> >> >the Windows registry by all these components can put the >> >> >PostScript driver in a catatonic state. >> >> > >> >> >- Dov >> >> >> >> Emily Berk >> >> http://www.armadillosoft.com/blog
The dreaded Internal Error error meets the dreaded Adobe support, sigh
Hi FrameUsers: I don't know why I thought this list was no more. I'm glad that it is. Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and it's all the company I work for is willing to use and I need to be able to generate this one little PDF sometime within the next decade). Following is my latest tale of woe. I always forget why I always get queasy before calling Adobe's tech support. But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun. Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail. So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own. Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear. They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product was. Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support. So now I'm on hold again for another very long interval. And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least. I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker. But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away. Then a guy picks up and yes he does speak English and implies that he knows everything one might want to know about FrameMaker. But he knows nothing about me. SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye color, preferred brand of beer, product serial number, tale of woe. And then, after I'd re-iterated everything, he says, "FrameMaker 7.1 is no longer supported. You need to search the knowledgebase or buy FrameMaker 8." 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then? 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who didn't speak good English get paid to delay people like me by the minute.) 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE. 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did some hidden "upgrade" to 7.1 that made it psychotic. Do I sound frantic? It's probably just stress. Anyone have any suggestions? -- Emily
