I just loaded the Captivate 2019 11.5 version. Now all of my previous character downloads from the eLearning Assets library have disappeared, and every attempt to load new ones gives me a blank notice window with a Cancel button, but no image download. This was buggy under the past version in that I could only load three before it crashed. Now it doesn’t work at all.
Make sure that Captivate is set to ‘Run as Administrator’. That fixed the issue for me.
I am apparently having the same issue. I don’t really care about previously downloaded characters. I just want the characters that came with 11.5 to show up in the assets window when I click on one of them. The resulting window is blank. How do I get them to populate in the panel after selecting a character?
I’m not sure what you mean by “clear”. Do you mean delete the entire folder: C:/Users/PublicDocuments/AdobeeLearningAssets/Content
I just changed my Captivate settings to “Run as Administrator” and all the images worked.
Tina
I fixed the issue of not being able to download older assets by changing settings to “Run as Administrator.” Worked immediately after that.
Hi Chris,
Please clear the content folder:
Windows: C:/Users/PublicDocuments/AdobeeLearningAssets/Content
Mac: Documents/My Adobe Captivate projects/Adobe eLearning Assets/Contents
Also,Clear the preferences and relaunch captivate. Please write to me at cmb@adobe.com if the issue still persists.
Thanks,
Charu
I am now able to access characters prior to the update, but I still cannot download new ones.
Hi Chris,
Please clear the content folder:
Windows: C:/Users/PublicDocuments/AdobeeLearningAssets/Content
Mac: Documents/My Adobe Captivate projects/Adobe eLearning Assets/Contents
Also,Clear the preferences and relaunch captivate. Please write to me at cmb@adobe.com if the issue still persists.
Thanks,
Charu
Hi Chris,
To access the characters that were present in the previous version please follow the steps:
- Navigate to the location,
- Windows: C:UsersPublicDocumentsAdobeeLearning AssetsCharacters_11_0
- Mac: DocumentsMy Adobe Captivate ProjectsAdobe/eLearning AssetsCharacters_11_0
- Copy the folders Images and Thumbnails and paste them in the location specified below( make sure to perform this before downloading new assets from 11_5 version)
- Windows: C:UsersPublicDocumentsAdobeeLearning AssetsCharacters_11_5AssetsAssets
- Mac: DocumentsMy Adobe Captivate ProjectsAdobeeLearning AssetsCharacters_11_5AssetsAsseets
- Now you are good to download more characters from asset panel. This way you have both old and new assets available to you.
Thanks,
Charu
While it did not fix the issue with downloading new characters, it did address the missing ones from before the update. Thanks! 🙂
I have done what you asked above and all I am still getting is this blank window, nothing old or new? Am I doing something wrong?
Attachment 
I was given these instructions by email, and it solved the issue of downloading new characters. After you do this, I would follow Charushee’s instructions to copy/paste over version eleven characters to the 11.5 folder.
Windows:
Clear Preference
- Go to installed location à Utils
- Run “CleanPreferencesWin”
Delete the following folders from “C:\Users\Public\Documents\Adobe\eLearning Assets”
- “11_5”
- “Content”
- “Characters_11_5”
- “Interactions_11_5”
- “Layouts à 11_5”
Get the latest Version
- Launch Adobe Captivate
- Help à Check for Updates
- Update
Macintosh:
Clear Preference
- Go to installed location à Utils
- Run “CleanPreferencesMac”
Delete the following folders from “Documentsà My Adobe Captivate Projects àAdobe à eLearning Assets”
- “11_5”
- “Content”
- “Characters_11_5”
- “Interactions_11_5”
Delete 11_5 from “Documents à My Adobe Captivate Projects à Layouts”
- “11_5”
Get the latest Version
- Launch Adobe Captivate
- Help à Check for Updates
- Update
Chris,
Sorry for the inconvenience.
Can you Clear the Characters 11_5 (”C:UsersPublicDocumentsAdobeeLearning AssetsCharacters_11_5″) folder and re-launch Captivate and Let us know if you still see blank window when you download the Character?
If it doesn’t work, Will you be able to come to a call, we want to check the issue. send a mail to me sankaram@adobe.com.
~Sankaram
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