August 26, 2018
May I receive a solution to install Captivate 2019?
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(8)
August 26, 2018
May I receive a solution to install Captivate 2019?
Newbie 2 posts
Followers: 6 people
(8)

Tried several troubleshooting steps:

  • Install to the default location (C) failed, so tried to install to another drive
  • Uninstalled captivate 2017
  • Logged on adobe cc account
  • Logged off adobe cc account and logged in when prompted during installation
  • renamed SLCache directory
  • Following each failed attempt, I deleted the directory structure created during installation: Program FilesAdobeAdobe Captivate 2019

All attempts led to the same result:

Installation Failed with exceptions: Adobe Captivate (error: code 183) Adobe Media Encoder (error: code 1).

INSTALL.LOG

The root cause seems to be related to permissions as indicated by some entries in the Install.log (the installation log retuned 2 fatal errors and 25 warnings.

Here are some of the entries:

WARN: Program “Crogram FilesAdobeAdobe Captivate 2019 x64fwaccess.exe” failed with exit code: 1

FATAL: Error (Code = 183) executing in command ‘RunProgramCommand’ for package: ‘AdobeCaptivate11_x64-mul’, version:11.0.0.243
FATAL: Error occurred in install of package (Name: AdobeCaptivate11_x64-mul Version: 11.0.0.243). Error code: ‘183’
WARN: Check and correct file/folder & parent directory permission and then try again. (Failed in GetNamedSecurityInfo)

Repeated 12 times,

WARN: Check and correct file/folder & parent directory permission and then try again. (Failed in GetNamedSecurityInfo)
WARN: Warning (Code = 174) executing in command ‘SetPermissionCommand’ for package: ‘AdobeCaptivate11_x64-mul’, version:11.0.0.243

Further notes:

I have the Captivate (2019 release) Subscription Edition and Creative Cloud All Apps plan with 1TB (one-year)‎

On this computer, I am running Windows 10 and all compatible CC applications are installed. The CC applications are all up to date and the most recent updates (At the time of post, Adobe CC app shows that NO UPDATES are available) ran without issues.

I downloaded the installation package through the trial link. Downloaded file Captivate_2019_x64_LS21.exe on August 24. On one installation attempt, I selected expansion of compressed files to C on other attempts, I selected another drive.

Windows 10 Home Version 1803 (OS Build 17134.228)

8 Comments
2018-10-23 23:01:13
2018-10-23 23:01:13

After I click setup adobe captivate 2019 then proccess install stop. Just look the logo captivate.

Attachment

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sugengip
's comment
2018-11-17 13:30:05
2018-11-17 13:30:05
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sugengip
's comment

I have same problem

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2018-09-18 10:32:41
2018-09-18 10:32:41

I would like to thank the TCS team for their diligence in tracking down the root cause of this issue and helping me complete the installation.

Superb technical support.

All the best,

Anthony

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DeleteTHISprofile
's comment
2018-10-11 15:33:06
2018-10-11 15:33:06
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DeleteTHISprofile
's comment

Anthony, what was the root cause? I’m experiencing the same kind of issue.

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Tara Aukerman
's comment
2019-01-18 19:07:35
2019-01-18 19:07:35
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Tara Aukerman
's comment

Me too. Thanks for letting us know.

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2018-08-29 13:15:46
2018-08-29 13:15:46

Hi Joseph. Thanks for your input. However, I am my own IT department .

The Captivate support team have contacted me and we shall be working on the issue directly.

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2018-08-27 02:35:44
2018-08-27 02:35:44

VikasMahajan – Can you please help fix this issue

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2018-08-26 16:27:11
2018-08-26 16:27:11

Have you tried installing as an Administrator? It’s possible your system has some restrictions on it. Right-click the installer application and choose Run as Administrator. If you’re not able to, is your computer at or from work? If so  you may need your company’s IT to help.

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