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ITsVISTA Adobe KB-Link: kb404723

Troubleshoot system errors and freezes in InDesign and InCopy CS4

This document can help you to resolve system errors that occur while you use Adobe InDesign/ InCopy CS4 on Windows XP or Windows Vista Operating system. System errors can manifest in many different ways, including (but not limited to) the following:

  • A blank or flickering dialog box
  • A frozen cursor or screen
  • A blue screen
  • An unexpected restart
  • An error such as one of the following:
    • “Application Error”
    • “The instruction at ‘[memory address]‘ referenced memory at ‘[memory address]‘. The memory could not be ‘read’.”
    • “[filename] has generated errors and will be closed by Windows.”
    • “This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor.”
    • “InCopy caused a General Protection Fault in module [filename].”
    • “InDesign caused a General Protection Fault in module [filename].”
    • “InCopy caused an Invalid Page Fault in module [filename].”
    • “InDesign caused an Invalid Page Fault in module [filename].”
    • “Unhandled exception detected. Application will be terminated.”
    • “Illegal Instruction.”
    • “Segment load failure in [filename].”
    • “InCopy has encountered a problem and needs to close.”
    • “InDesign has encountered a problem and needs to close.”
    • “Fatal System Error.”

Many different factors can cause system errors, including conflicts among device drivers, applications, operating system settings, hardware, and corrupt elements in specific files. Although a system error may occur only when you work with InDesign/InCopy, InDesign/InCopy may not necessarily be the cause–it may be the only application that uses enough memory or processor cycles to expose the problem.

To benefit most from this document, perform the tasks in order. Keep track of the tasks that you perform and the results of each, including errors and other problems. Adobe Technical Support can use this information to better assist you if you need to call.

Note: The procedures in this document are based on the default interface of Windows XP and Windows Vista. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel.

For more information on this issue, including potential causes, workarounds, and resolutions, see: Adobe KB Article kb404723.

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