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christophv71604318
christophv71604318
Participant
June 7, 2017
Question

Adobe Captivate 2017 crash with "fatal error"

  • June 7, 2017
  • 6 replies
  • 3764 views

Hi all,

i was searching for this issue but didn't found a solution for us. So i writing down here my problem.

We think to buy Adobe Captivate 2017 for us. For this reason, we decided to test the 30-days trial version, to see if this Product is the right one and we are not running into problems. Before we will spend our money for the licens.

With the 30 trial version we run into some Problems.

Adobe Captivate 2017 crashes all the time when we insert some "Objects" or "Text Fields" and changed the Fonts, Colors or other style attributes of these.

This issue occures on 3 different Computers. It happens also after a fresh Windows intallation.

We started Captivate with "run as administrator". Created an empty Project.Then we inserted some Objects and changed the style attributes of these. Thereupon Captivate crashed randomly with the "fatal error" message.

Any idea what is going on ?? Why this happens on all our test computers?

Below you find our Computer setup and a dump file from Captivate.

Regards Dennis

Adobe Captivate 2017 Release 10.0.0.192

Comptuer 1:

  • CPU: Intel Core I5 4300U 1,9GHZ and 2,5 GHZ
  • RAM: 8 GB
  • Windows: 8.1 Pro 64x
  • Harddrive: 250 GB SSD
  • All Softwares and Updates up to date.

Computer 2:

  • CPU': Intel Core I5 4440 3.10 GHZ
  • RAM 8 GB
  • Windows 7 Professional Service Pack 1
  • Harddrive 250 GB SSD
  • All Softwares and Updates up to date.

Computer 3:

  • CPU Intel Core I3 4150T 3.00 GHZ
  • RAM: 4 GB
  • Windows 10 Pro
  • Harddrive: 250 GB SSD
  • All Softwares and Updates up to date.

00000001800764B8 (CPPublic): : WCPSEHException::operator=

0000000180076BAD (CPPublic): : CPExceptionUtils::GenerateCrashDump

0000000180076B32 (CPPublic): : CPExceptionUtils::GenerateCrashDumpFile

0000000180076F6E (CPPublic): : WCPSEHException::WCPSEHException

000000018007699D (CPPublic): : WCPSEHException::operator=

00007FFF234BECA5 (MSVCR110): : CxxThrowException

00007FFF234BD66B (MSVCR110): : _DestructExceptionObject

00007FFF234BD580 (MSVCR110): : _DestructExceptionObject

00007FFF234BE71C (MSVCR110): : _FrameUnwindFilter

00007FFF234BEFEB (MSVCR110): : _CxxFrameHandler

00007FFF49ECAB9D (ntdll): : _chkstk

00007FFF49E69913 (ntdll): : RtlImageNtHeaderEx

00007FFF49EC9CBA (ntdll): : KiUserExceptionDispatcher

0000000006EFE3BA (AFL): : adobe::afl::AString::SetString

0000000006EFC5B8 (AFL): : adobe::afl::AString::AString

0000000180046204 (CPPublic): : CPString::GetUTF8String

0000000000A4D7F0 (CPApplicationCore): : CPStringDictionary::GetKeyValue

00000000039B5EA9 (CaptivateUICore): : CPThemeColorSwatchView::UI_DoMouseEvent

00000000074A8367 (dvaui): : dvaui::ui::UI_Node::UI_DispatchPointerEventToLeaf

000000000749D8BB (dvaui): : dvaui::ui::PointerEvent::operator=

000000000748AE8D (dvaui): : dvaui::controls::UI_TabStop::UI_Draw

000000000748AEDB (dvaui): : dvaui::controls::UI_TabStop::UI_Draw

00000000074A89E6 (dvaui): : dvaui::ui::UI_Node::UI_DispatchPointerEventTowardsLeaf

00000000074A8490 (dvaui): : dvaui::ui::UI_Node::UI_DispatchPointerEventToTarget

00000000074A81E2 (dvaui): : dvaui::ui::UI_Node::UI_DispatchPointerEvent

00000000073AFA4C (dvaui): : dvaui::ui::OS_Window::UI_DispatchMouseEventFromOS

00000000073AE401 (dvaui): : dvaui::ui::OS_Window::UI_DispatchEvent

00000000073B07F9 (dvaui): : dvaui::ui::OS_Window::UI_HandleOSEvent

00000000073AD557 (dvaui): : dvaui::ui::OS_Window::StaticOSWindowWndProcImpl

00000000073B3773 (dvaui): : dvaui::ui::OS_Window::UI_UpdateScaleFactor

0000000003A48BA6 (CaptivateUICore): : CPFillButton::UI_SetLocalRectF

00000000073AD33A (dvaui): : dvaui::ui::OS_Window::StaticOSWindowWndProc

00007FFF484A1C24 (USER32): : CallWindowProcW

00007FFF484A156C (USER32): : DispatchMessageW

0000000140019EAE (AdobeCaptivate): : DispatchMessageW

000000014001A0A0 (AdobeCaptivate): : DispatchMessageW

000000014001AF32 (AdobeCaptivate): : DispatchMessageW

000000014001B8C8 (AdobeCaptivate): : DispatchMessageW

00007FFF481D8364 (KERNEL32): : BaseThreadInitThunk

00007FFF49E870D1 (ntdll): : RtlUserThreadStart

    This topic has been closed for replies.

    6 replies

    P
    purveed52354438
    Known Participant
    February 16, 2018

    RodWard
    Community Expert
    RodWardCommunity Expert
    Community Expert
    February 16, 2018

    You'll need to provide more information.

    What version of Captivate?

    What OS?

    Are you launching with Run As Administratory privilege?

    Are you on a corporate network?

    Are your Default Location folders in Preferences set to local folders on your C drive?

    P
    purveed52354438
    Known Participant
    February 16, 2018

    Hi Rod

    Thanks for the reply! Please find my answer marked as below in bold n italic.

    What version of Captivate?

    Captivate 2017 - Captivate 9 is working so smooth - no trouble at all! I have uninstall Captivate 9 from my machine and installed Captivate 2017(32bit)

    What OS?

    Windows

    Are you launching with Run As Administratory privilege?

    Yes

    Are you on a corporate network?

    Yes

    Are your Default Location folders in Preferences set to local folders on your C drive?

    Yes it is set on c:

    C:\Users\purvee.dave_DW\Documents\Adobe Captivate Cached Projects

    P
    purveed52354438
    Known Participant
    February 16, 2018

    I am facing the same issue!

    A
    AllworxQA
    Participating Frequently
    January 17, 2018

    Same issue here - my crashes are typically around updating the slide notes. I feel as thought I have read every option to fix:

    • logged out of app and relogged in
    • set to run as administrator
    • verified I was running latest release
    • deleted cache files
    • renamed folders

    I am running windows 10, this is the poorest version of software I have experienced with Adobe. I am spending more time attempting to fix the application than I am actually using it. Of course, this means I am falling behind on my projects.  Any chance a fix is in sight?

    Lilybiri
    Lilybiri
    Legend
    January 17, 2018

    Clean the Preferences?

    A
    AllworxQA
    Participating Frequently
    January 17, 2018

    I have done that as well. Uninstalling the 64-bit and installing the 32-bit now.

    J
    Jon Denenberg
    Participant
    January 16, 2018

    we have same issue. Some were able to fix. Other users not so luck. This is really poor. Fix soon please.

    HimanshuSatija
    Adobe Employee
    HimanshuSatija
    Adobe Employee
    June 8, 2017

    Hi,

    Please close Captivate and then try to  rename the Layouts folder to Layouts_old in

    C:\Users\Public\Documents\Adobe\eLearning Assets and then open Captivate to check the behavior.

    Regards

    Himanshu

    christophv71604318
    christophv71604318Author
    Participant
    June 9, 2017

    Hi Himanshu,

    i had a 3 hour telephon call with Shaleen Kaushal Sr. Technical Support. We went trough all possibilitys via remote.

    •     Uninstalled Captivate complete.
    •     Renamend differnt folders.
    •     Installed some hot fixes and so on.

    Nothing seems to be working. In the end, we installed the 32 bit version of Captivate and it looks like that this works for us at the moment.

    Now we try it with the 32 bit version. If we expect the same Issue. I will write it here down.

    Regards Dennis

    .

    H
    horstt24246175
    Participant
    October 4, 2017

    Hi we had the same problem on two dieffernet pc's, where can I get the 32 bit version of captivate 2017`?

    regards

    Horst Tinnes

    S
    Adobe Employee
    Sharad Vatsa
    Adobe Employee
    June 7, 2017

    Hi Dennis,

    The machine specs look fine and the dump didn't indicate much. Since this is happening on all 3 machines you tested on so far, it seems to be something environment specific and we may have to start from this angle first.

    Would you be able to check the following aspects:

    1. Have you used any previous version of Captivate and did you face any such issues with any of those versions?

    2. On these machines, are the user profiles for any user logging on to it created on the machine itself (like C drive) or is it on a network drive?

    3. Would you be able to test running Captivate 2017 from a local Administrator account (non-domain) to check how it performs there?

    Regards,
    Sharad

    christophv71604318
    christophv71604318Author
    Participant
    June 8, 2017

    Hi Sharad,

    1. Have you used any previous version of Captivate and did you face any such issues with any of those versions?
      • We only have used this Version

         2. On these machines, are the user profiles for any user logging on to it created on the machine itself (like C drive) or is it on           a network drive?

      • All off our machines are local. The logging was created under C:\Programs\Captivate....
      • We don't use network drives.

         3. Would you be able to test running Captivate 2017 from a local Administrator account (non-domain) to check how it           performs there?

      • All of our User Accounts are local Administartor´s. There are not in a domian.
      • One of the machine is a complete blank Windows installation with all updates and required Software. No anti virus and not connected to the Network.

    Regards Dennis

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