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Disappearing Font Library and Sets


#1

After a total meltdown of version 5 following an update in early January, I upgraded to SF6. Unfortunately, I have not succeeded in returning to full functionality, even after nearly 2 hours on the phone with tech support doing various uninstalls and reinstalls.

Today, once again, I uninstalled SF6 through the Control Panel, deleted other Extensis folders & files (except C:\Users[name]\AppData\Local\Extensis_Inc); emptied my Recycle Bin; checked for potentially troublesome font shortcuts to program files in the Registry. Then I restarted and reinstalled SF6. The Windows System fonts were pared down to their minimum.

After the fresh, clean install, I restarted my machine and launched SF6. Worked my way through the alphabet, one letter at a time, dragging my backed up font files back into the Font Library in SF6 - approx 1500. This time I had all these backed up font files in a folder on my C drive, instead of dragging them from an external drive where I have had them backed up, in case working within the main hard drive might help. (Previously I had tried restoring from an external drive.)

Recreated most of my 18 sets and dragged about 1/4 of my fonts from the Font Library collection into their appropriate sets. Activated a handful.

Exited SF6, then relaunched it; all looked fine - everything was there.

However, when I restarted my machine and relaunched SF6, I saw a fleeting glimpse of the Font Library and Sets I had rebuilt, which proceeded to drop in number until they all faded out before my eyes.

ALL of my Font Library and fonts in their Sets disappeared. The Font Library reverted to Zero; no Fonts displayed in any of the Sets I had recreated; just the System fonts still display.

A similar thing happened last week while in the process of uninstalling and reinstalling. I thought I would test out the Archive feature - when I went to Restore from a SF6 archive file I had just created, my Font Library and fonts in their Sets disappeared.

Curiously, the few fonts that I activated in my restored Sets before restarting are still available in Illustrator CS5 (e.g. the Futura family), even though they don’t appear in SF6 any more; they print correctly on a Postscript laser printer. But I can’t activate or deactivate Sets.

I tried adding all the Extensis *.exe’s to my Firewall exceptions, then deleted the font vault and replaced it with one I had backed up earlier this afternoon. But after restarting my machine and relaunching SF6, I still don’t see my Font Library or the fonts I have put into sets.

I suspect something is blocking or breaking the full functionality of SF6, but I don’t know what file(s) might be the culprit. Any suggestions appreciated.

Suitcase Fusion 6 ver. 17.2.2.638033
Windows 7 Pro 64 bit
Intel Core2 Duo @ 3 GHz
4 GB RAM

PS Some excerpts from SF logs (specific log files in bold):
FontManagementUI_SDK.log:
[2016-02-05T23:18:18.331Z] Starting FontManagementUI version 17.2.2.0…
[2016-02-06T00:46:56.443Z] [PreviewActivation] [Error] Failed to preview activate font face id (212)
[2016-02-06T00:46:56.443Z] [PreviewActivation] [Error] Error=‘CoreErrorCodes::kError’ File=’…\src\GFontPreviewActivationManager_Win.cpp’ Line=101 Expression=‘err’ Code=‘16777216’
[2016-02-06T00:46:56.475Z] [PreviewActivation] [Error] Error=‘CoreErrorCodes::kError’ File=’…\src\GFontPreviewActivationManager.cpp’ Line=315 Expression=‘OSPreviewActivateFont(fontFaceID, !isPNGActivation, activationPath, activationSubToken)’ Code=‘16777216’
[2016-02-06T00:46:56.475Z] [FontManagerFacade] [Error] Error=‘CoreErrorCodes::kError’ File=’…\src\GFontManagerFacade.cpp’ Line=1307 Expression=‘CHK_ERR_VAR’ Code=‘16777216’

Expression=‘RemoveOrphanedRegistryKeys(systemFontsKey)’ Code=‘33554432’
[2016-02-06T01:11:00.462Z] Starting FontManagementUI version 17.2.2.0…

FMRenderer_SDK.log:
[2016-02-06T00:22:01.110Z] Starting FMRenderer version 17.2.2.48209…
[2016-02-06T00:22:03.398Z] [PreviewActivation] [Error] Failed to preview activate font face id (212)
[2016-02-06T00:22:03.398Z] [PreviewActivation] [Error] Error=‘CoreErrorCodes::kError’ File=’…\src\GFontPreviewActivationManager_Win.cpp’ Line=101 Expression=‘err’ Code=‘16777216’

[2016-02-06T01:11:43.518Z] [QMRenderer] [Error] Error=‘CoreErrorCodes::kNotFound’ File=’…\src\GQMRendererEngine.cpp’ Line=1189 Expression=‘activationErr’ Code=‘117440512’

FMCore.log:
…[records of various fonts added]…
[2016-02-06T01:07:00.642Z] Shutdown initiated (reason = machine restart)
[2016-02-06T01:07:01.697Z] [FontManager] [Error] Error=‘CoreErrorCodes::kStopped’ File=’…\src\GMystiqueFontManager.cpp’ Line=936 Expression=‘workgroupManager.PrepareToDeleteFonts(fontIDs, workgroupIDs)’ Code=‘335544320’
[2016-02-06T01:07:01.698Z] [FontManager] [Error] Error=‘CoreErrorCodes::kStopped’ File=’…\src\GMystiqueFontManager.cpp’ Line=1003 Expression=‘DeleteFontsFromLocalDB(vFontsToDelete)’ Code=‘335544320’
[2016-02-06T01:07:01.698Z] [Font Activator] [Error] Error=‘CoreErrorCodes::kStopped’ File=’…\src\GActivationStartupShutdown.cpp’ Line=1007 Expression=‘DeleteAllTemporaryFonts(kDeleteAllInOneShot)’ Code=‘335544320’
[2016-02-06T01:07:01.712Z] [Database] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GMystiqueSql.cpp’ Line=14065 Expression=‘rs.GetRowCount() != 1’ Code=‘33554432’
[2016-02-06T01:07:01.712Z] [FontActivation] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GFontActivationUtils_Win.cpp’ Line=1229 Expression=‘getAssetIDError’ Code=‘33554432’
[2016-02-06T01:07:01.712Z] [FontActivation] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GFontActivationUtils_Win.cpp’ Line=1125 Expression=‘RemoveOrphanedRegistryKeys(postscriptFontsKey)’ Code=‘33554432’
[2016-02-06T01:07:01.716Z] [Database] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GMystiqueSql.cpp’ Line=14065 Expression=‘rs.GetRowCount() != 1’ Code=‘33554432’
[2016-02-06T01:07:01.716Z] [FontActivation] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GFontActivationUtils_Win.cpp’ Line=1229 Expression=‘getAssetIDError’ Code=‘33554432’
[2016-02-06T01:07:01.716Z] [FontActivation] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GFontActivationUtils_Win.cpp’ Line=1126 Expression=‘RemoveOrphanedRegistryKeys(systemFontsKey)’ Code=‘33554432’
[2016-02-06T01:09:04.239Z] Starting FMCore version 17.2.2.48209…
[2016-02-06T01:11:53.410Z] [Database] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GMystiqueSql.cpp’ Line=14065 Expression=‘rs.GetRowCount() != 1’ Code=‘33554432’
[2016-02-06T01:11:53.410Z] [FontActivation] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GFontActivationUtils_Win.cpp’ Line=1229 Expression=‘getAssetIDError’ Code=‘33554432’
[2016-02-06T01:11:53.410Z] [FontActivation] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GFontActivationUtils_Win.cpp’ Line=1125 Expression=‘RemoveOrphanedRegistryKeys(postscriptFontsKey)’ Code=‘33554432’
[2016-02-06T01:11:53.410Z] [Database] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GMystiqueSql.cpp’ Line=14065 Expression=‘rs.GetRowCount() != 1’ Code=‘33554432’
[2016-02-06T01:11:53.410Z] [FontActivation] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GFontActivationUtils_Win.cpp’ Line=1229 Expression=‘getAssetIDError’ Code=‘33554432’
[2016-02-06T01:11:53.410Z] [FontActivation] [Error] Error=‘CoreErrorCodes::kFatalError’ File=’…\src\GFontActivationUtils_Win.cpp’ Line=1126 Expression=‘RemoveOrphanedRegistryKeys(systemFontsKey)’ Code=‘33554432’
[2016-02-06T01:42:14.306Z] Shutdown initiated (reason = machine restart)
[2016-02-06T01:44:08.193Z] Starting FMCore version 17.2.2.48209…
[2016-02-06T01:51:31.114Z] Starting FMCore version 17.2.2.48209…
[2016-02-06T18:57:18.977Z] Shutdown initiated (reason = machine restart)
[2016-02-06T19:00:29.484Z] Starting FMCore version 17.2.2.48209…

CoreCLI_SDK.log:
[2016-02-05T23:11:44.080Z] Starting CoreCLI version 17.2.2.48209…
[2016-02-05T23:11:58.048Z] [IPC] [Error] Error=‘GIPCClient::kServiceUnavailable’ File=’…\src\GIPCClient.cpp’ Line=270 Expression=’!bAvailable’ Code=‘50335758’
[2016-02-05T23:11:58.048Z] [AgentIF] [Error] Error=‘GIPCClient::kServiceUnavailable’ File=’…\src\GAgentIF.cpp’ Line=103 Expression=‘m_pIPC->PingService(nPingTimeout)’ Code=‘50335758’
[2016-02-05T23:11:58.048Z] [Ipster] [Error] Error=‘GIPCClient::kServiceUnavailable’ File=’…\ipster\src\GIpsterCommand_shutdown.cpp’ Line=50 Expression=‘agent.Initialize(“ipster”)’ Code=‘50335758’



#2

After another 2+ hours on the phone today, including a Webex screen sharing and recording session, running an uninstall batch file and reinstalling a couple more times, Kris from tech support gave up. SF6 is not saving its font vault, even though a handful of fonts activated in a couple of recreated Sets do show up and work in Illustrator. It works fine after reinstalling until I Restart my system.

Kris thinks there’s something running in the background of Windows or its environment that is preventing Suitcase Fusion from creating and saving its Font Vault, even though we did the most recent reinstallations with Bit Defender Antivirus and Malware Bytes Anti-malware programs disabled. He asked me if I had any encryption software; I’ve never knowingly installed anything like that.

His only suggestion at this point is to reinstall my OS and reinstall SF6. However, I can’t afford the time to do that. I wonder if a Windows update in late Dec. or early January might have contained something like Microsoft’s Malicious Software Removal Tool that could be the culprit.