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  • 2022-10-04 at 1:23 am #17331
    Tony Rush
    Member

    Hey guys, I just downloaded the trial version of the software.  So far, I’ve not been able to do anything with it.

    I’ve uploaded my CSV file and my InDesign file.  The error message I’m getting says:

    “An internal error appeared. Please try to open the layout file in Adobe InDesign® directly and check if that works. If this error persists, please contact our support.”  (Screenshot:  https://share.getcloudapp.com/kpuWJKDQ )

    The InDesign file works fine.  It’s the same one I’ve been using all day.

    Anyone got any suggestions?

    Thanks,

    Kingston

    2022-10-04 at 3:29 am #17332
    Pat
    Staff

    Hi Tony

    Please restart your System once completely without having the checkbox ticked in the shutdown dialog.

    Sometimes cashes run full in macOS causing this issue and a clean restart helps.

    No worries – we’ll get things solved :)

    Regards

    Pat

    Official MyDataMerge Team

    2022-10-04 at 5:08 pm #17333
    Tony Rush
    Member

    Hi Pat, thanks for the reply.  I shut down and restarted the system this morning and started from scratch.

    I’m getting the same error.

    Can you assist?

    Kingston

    2022-10-04 at 6:52 pm #17334
    Pat
    Staff
    This reply has been marked as private.

    Official MyDataMerge Team

    2022-10-04 at 7:00 pm #17335
    Tony Rush
    Member

    Grr…I’m getting errors with the dummy layout and dummy data set as well.

    Screenshot:  https://share.getcloudapp.com/p9uQ6JWB

    This is a little frustrating to not get it to work with the dummy files provided.

    I’ll contact Support.

    2022-10-04 at 7:04 pm #17336
    Pat
    Staff

    Ah! Wait :)

    Please unfold the errors with the small error on the right and get the details! This tells you that there’s data missing or another issue. But it tells you whats going on. You might be able to unfold an error twice.

    Then i can assist you directly if i know whats going on.

     

    Pat

    Official MyDataMerge Team

    2022-10-04 at 7:07 pm #17337
    Tony Rush
    Member

    It says that an image can’t be found.  That would appear to be a problem with the dummy data.

    I used the 500 CSV records (no missing data) and the “inline merge” layout file.

     

     

    2022-10-04 at 7:28 pm #17338
    Pat
    Staff

    This shows me that dummy data and layout works.  The errors are OK, as you probably don’t have dummy images in the appropriate location mentioned in the datasource (column “image”).

    This shows us that communication with Indesign works the way it should. So there’s probably an issue with the layout file we’ve not seen before (otherwise we would have catched it with a more appropriate error message)

    So you can focus on the layout file with Stefan by email and we’ll pause this here.

    Regards Pat

    Official MyDataMerge Team

    2022-10-06 at 6:44 pm #17343
    Pat
    Staff

    Any progress on this? Stefan told me he did send you a possible solution.

    Regards

    Pat

    Official MyDataMerge Team

    2022-10-06 at 10:17 pm #17345
    Tony Rush
    Member

    No, I’ve followed all the instructions both here and in the Support ticket.  I still can’t get it to work.  Shows the same error over and over.

    2022-10-06 at 11:54 pm #17347
    Pat
    Staff

    The error provided (below the line) by InDesign says it detected an unsupported font.

    So the solution should work.

    Alternatively please try to load each font manually in the adobe cloud App so that all fonts are instantly provided on opening the document and do not get loaded/activated delayed by indesign.

    Official MyDataMerge Team

    2022-10-06 at 11:56 pm #17348
    Pat
    Staff

    Add-on: we’re currently working on a Beta where a User can disable the font check to make it easier identifying if that is the issue or not. I can provide you a download link shortly.

    Official MyDataMerge Team

    2022-10-13 at 9:54 am #17366
    Pat
    Staff

    Hi Tony

    you can also try to go to InDesign preferences > file handling and deactivate the option “Automatically activate Adobe Cloud fonts”.

    Then import should tell you which fonts you need. In the next update we will have a better onboarding process included for this issue.

    Official MyDataMerge Team

    2022-10-18 at 5:17 pm #17397
    Pat
    Staff

    Any progress on this?

    Official MyDataMerge Team

    2022-11-02 at 7:37 pm #17463
    Pat
    Staff

    Closed due to no response

    Official MyDataMerge Team

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