The dreaded Internal Error error meets the dreaded Adobe support, sigh
Flato, Gillian
gflato at nanometrics.com
Fri Jan 11 09:56:06 PST 2008
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!
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 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
>
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