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

[Sumeer Goyal]

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-bounces at 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
> >> >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

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