The dreaded Internal Error error meets the dreaded Adobe support, sigh

[Emily Berk]

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