December 1, 2019
Frustration!
Comments
(7)
December 1, 2019
Frustration!
Freelance eLearning developer. I currently work as a Learning Experience Designer where I create video courses for both public and private sector clients.
Newbie 14 posts
Followers: 10 people
(7)

Let me start by saying, I love working with Adobe Capitative. I first began using it with version 7. It can be rewarding and challenging all at the same time! My nightmare began with update 2 (on my MacBook pro). After doing the update and entering my license key, the Captivate would shut down as soon as the main screen would come up. I called Adobe support. After hours of troubleshooting, they were able to get it working again. It took uninstalling, reinstalling, deleting my Adobe Creative Cloud installer, renaming folders that hold the system files. It worked okay after that, but Captivate would still become unresponsive.

Fast forward to Update 3. The nightmare took a turn. With this update, Captivate completely stopped working! Technical support performed the same steps. This time it didn’t work. From the end of August to the middle of October, I had no access to Captivate. Which meant not being able to complete my work. I spent hours on the phone with technical support and Adobe engineers. Nothing worked. At the time I had older versions of the Adobe Creative cloud with Premiere Pro, After Effects, and Photoshop, etc. I would occasionally use these applications. I had to delete them ALL  along with my Creative Cloud installer in order to get Captivate to work.

I have had files become corrupted, Adobe support telling me that I need to open a project and build slides one at a time, copying and pasting. Captivate constantly freezes. Now, my latest issue, I’m unable to use the “change state of” option under the Advanced Actions or the Actions menu.  I have deleted the button. Saved the project. Exited from Captivate. Re-added the button. I still cannot use the “change state of” option. Can anyone assist?

7 Comments
2020-01-06 01:12:25
2020-01-06 01:12:25

I am having similar issues.  I’ve worked with Adobe for over a month now to resolve.  No such luck!  I’m missing project deadlines at this point.  So frustrating!

Like
(1)
(3)
>
Tiffany Wimberly
's comment
2020-01-06 11:40:51
2020-01-06 11:40:51
>
Tiffany Wimberly
's comment

Are you on Windows or Mac? Which exact version number (look under Help, About Captivate)?

Like
(1)
>
Lieve Weymeis
's comment
2020-01-06 14:39:00
2020-01-06 14:39:00
>
Lieve Weymeis
's comment

Hi,

I appreciate your willing to help me.  I’m a MAC user running Catalina 10.15.2 and Captivate 11.5.4.613.  See attached screenshots

I’ve also attached the screenshot of the error that I consistently get when trying to do the following within Captivate:

  1. New from Template
  2. New from Powerpoint
  3. Browse local files
  4. Inserting media: image, SVG, and audio files

Please see link below – it’s a video I recorded showing when and how the error occurs.

https://www.screencast.com/t/RlNeGnRD

Please note that I’ve worked extensively with Adobe and verified with Apple that it’s not my machine.  The machine runs Captivate just fine in SAFE mode.  It a new machine that I specifically beefed it up to run Adobe’s resources intensive applications.  I’ve uninstalled and reinstalled multiple times, deleted all Adobe software, and others, to isolate the root cause – nothing has worked thus far.

Adobe’s product engineers have been looking into the issue for over a month now – several root sessions where they have performed multiple actions on my machine.  I feel like they are pulling at straws.

I am eager to get this resolved – I’ve not been able to use the software since October 7th – the Catalina release.  I’m missing deadlines, at this point.

By the way, I sat with you for lunch at the Vegas eLearning Summit this year.

It was a pleasure to meet you.

Thanks again – I appreciate your help!

Attachment

Like
(1)
>
Tiffany Wimberly
's comment
2020-01-06 15:04:29
2020-01-06 15:04:29
>
Tiffany Wimberly
's comment

Since I am a Win user, will not be able to offer much help I fear. Suppose that the help team has done the usual things like cleaning the Preferences, deleting the Content and Layouts folders in the shared space (which are copies from the original folders) etc. I see in the image attachment a reference to ‘sandboxing’. which may point to a virus application or another protection way. Do you use an external virus scanner or are you behind a firewall?

Possible temporary solution would be to run the Windows version on a Win partition, not ideal I know.

Like
(1)
2019-12-07 08:32:22
2019-12-07 08:32:22

Alexa, I am bit worried, were you able to solve the problems you described?

Like
(1)
2019-12-02 09:05:54
2019-12-02 09:05:54

If you are not on Catalina, when reinstalling did you delete the Layouts and Content folders? And clean the Preferences?

Like
(1)
2019-12-02 09:05:06
2019-12-02 09:05:06

Understand your frustration. May I first ask if you are using the most recent version of Mac, Catalina? Because even Captivate 11.5.1.499 is not compatible with that new OS version.

Like
(1)
Add Comment