Can't download character asset

Can’t download character asset

August 5, 2019

linBick1967 Follow

(8)

When I go to Assets and then click on the Discover tab, then select Characters, the download status window pops up, but only has a Cancel button and it hangs right there. Nothing happens. It says the item was downloaded but I am not seeing them. Anyone have this trouble? If so, what can I do to fix this? Incidentally, I can successfully download any other asset type just fine. It is only the characters.

Adobe Captivate

discussion

from your computer

sample project or free asset

Video-based learning

(8)

Comments

(22)

linBick1967 Follow

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mk47166766

May 14, 2021

mk47166766

May 14, 2021

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Lieve Weymeis

May 17, 2021

Lieve Weymeis

May 17, 2021

mk47166766

's comment

Can you check the version number under Help, About Captivate, please? Recently this problem appeared for me (have logged it), I am no longer able to download items from the eLearning Brothers using the Discovery tab. Using version 11.5.5.553 on Windows.

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AngelVang

Mar 11, 2020

AngelVang

Mar 11, 2020

Thank you Paul! That worked!!

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Orendainx

Feb 27, 2020

Orendainx

Feb 27, 2020

@PaulWilson

Your solution is spot on. I’m beginning to notice a pattern among Adobe apps that are installed through an Enterprise server. Somehow configs created by app pushes create these type of problems. I discussed this with some of our IT folks, and because they are not actual users of the brand apps they miss out on this completely. It’s very frustrating for actual users who are not IT savvy. I wish Adobe will integrate this type of checks in their apps, or if not, advise the System Engineers about faults of this nature.

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Paul Wilson

Feb 27, 2020

Paul Wilson

Feb 27, 2020

Orendainx

's comment

Glad you got it working.

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sumitan60606652

Feb 11, 2020

sumitan60606652

Feb 11, 2020

Paul Wilson Your solution worked! Much thanks from India 🙂

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Paul Wilson

Feb 12, 2020

Paul Wilson

Feb 12, 2020

sumitan60606652

's comment

You’re welcome.

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Paul Wilson

Oct 14, 2019

Paul Wilson

Oct 14, 2019

Here is a possible solution that worked for me (at least for Windows users). Close down Adobe Captivate and try deleting the contents of the following folder…

C:\Users\Public\Documents\Adobe\eLearning Assets

Before you do so, you may wish to backup any assets that are important to you. Once deleted, open up Adobe Captivate again and attempt to download the assets. The folder structure will get recreated, and in my case, I was able to start downloading and reaccessing assets.

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phhepleswell

Dec 10, 2019

phhepleswell

Dec 10, 2019

Paul Wilson

's comment

Hi Paul

Many thanks – I did a back-up of the eLearning Assets folder in the C:\ folder as you suggested. Then emptied the folder. It worked like a dream… Many thanks once again Paul

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johnf87379342

Oct 2, 2019

johnf87379342

Oct 2, 2019

Identical same problem. But it’s only 6 weeks since the problem was first reported. I’ve found that with Captivate it takes up to 2 years for a significant issue like this to be resolved (e.g. problem 2016 to 2018 with PowerPoint integration). So, don’t hold your breath!

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Lieve Weymeis

Oct 14, 2019

Lieve Weymeis

Oct 14, 2019

johnf87379342

's comment

You are bit cynical…. I don’t have the issue, neither do other users. This means to me it is NOT a general bug because in that case it would happen for all users. Did you clear Preferences, delete the Layouts and/or the Contents folder?

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staceye44419400

Aug 26, 2019

staceye44419400

Aug 26, 2019

I’m having the same problem. I tried Lieve’s solution, but it didn’t work for me.

(3)

Anonymous

Aug 21, 2019

Anonymous

Aug 21, 2019

I was having the same issue and Lieve’s suggestion worked for me. Thanks Lieve!

(1)

raym54671816

Aug 14, 2019

raym54671816

Aug 14, 2019

elizabethj3396 if you / your IT dept finds a solution, please let me know! I’m experiencing the same issue: when I try to download a character from eLearning Bros through Captivate, the Download Status window is blank and my only option is to cancel. The above suggestions unfortunately didn’t work for me either.

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Lieve Weymeis

Aug 18, 2019

Lieve Weymeis

Aug 18, 2019

raym54671816

's comment

Are you on a company network? Is it possible to check out on another network or at home on your personal system to see if the problem is due to the security settings in the company?

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elizabethj3396

Aug 12, 2019

elizabethj3396

Aug 12, 2019

Hi,

I am also having the same problem, along with two of my colleagues. I have attached a screenshot to show what the issue is. I tried to use Lieve’s suggestion however that did not resolve the issues. Could you suggest any other solutions?

Attachment

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Lieve Weymeis

Aug 12, 2019

Lieve Weymeis

Aug 12, 2019

elizabethj3396

's comment

You deleted the Content folder. Did you clean the Preferences? Find the subfolder ‘utils’ under the installation folder. Run the CleanPreferences… file appropriate for your OS while Captivate is closed. You need admininstrator rights.

When I installed update 2 I had to do this twice, and then everything worked fine. The suggestion about the Content folder was not needed, but I know it has been made by a staff member when Clean Preferences didn’t help.

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elizabethj3396

Aug 12, 2019

elizabethj3396

Aug 12, 2019

elizabethj3396

's comment

Thank you. I just tried cleaned the preferences and unfortunately still no luck. I may have to contact our IT Department. Thank you for your help anyway.

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raym54671816

Aug 14, 2019

raym54671816

Aug 14, 2019

elizabethj3396

's comment

https://forums.adobe.com/thread/2630578

The steps listed in the above link solved it for me.

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kathyhusu

Sep 12, 2019

kathyhusu

Sep 12, 2019

elizabethj3396

's comment

I am having the same issue, also.

Earlier today, I could download the assets. Although I couldn’t find them in the download tab of the Assets, I could find them in the folder that the software indicated that it downloaded them to. I tried the “Clean Preferences” (multiple times), but that actually made the problem worse. Now I no longer can download any of the additional assets found in the Discover tab.

My coworker has had the problem ever since she downloaded the new update.

We are both using version 11.5 on PCs.

Another version of 11.5 on a Macbook is not having this problem. Downloads are working just fine.

Has this bug been reported to Adobe?

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Paul Wilson

Aug 9, 2019

Paul Wilson

Aug 9, 2019

If you are still having problems after trying what Lieve suggests, try following the steps in my video. The character assets may in fact be downloaded. Lots of people get confused as to where to look for downloads.

https://youtu.be/gJjlj0WeJ1Y

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Lieve Weymeis

Aug 6, 2019

Lieve Weymeis

Aug 6, 2019

Did you clean Preferences when installing the update or is this a fresh install?

If you are on Windows, can you check in Public documents if the folder eLearning Assets is present. If that is the case, look for the Content subfolder. Close Captivate and delete that folder. When restarting CP a new copy will be created and your issue could be solved.

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