Captivate and button issues

I created a training with "next" buttons that had been in the assets section of Captivate that are supposed to appear at a specific time. When I run the slide in captivate they pop up when they are supposed to. When I preview, they never show up. I have reached out to Abobe help twice for this now and each time was told something different. I rebuilt the entire training worried it was the file adn created my own butons with smart shapes and I am still facing the same issue. I have double checked the time line, the timings and have mirrored everything to other trainings that I make in the past that work. Does anyone have any suggestions?