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katriend72834270
katriend72834270
Participant
July 10, 2018
Question

Adobe Captivate 9 stopped working

  • July 10, 2018
  • 6 replies
  • 4213 views

hi, I have been using Adobe Captivate since last year, no issues.

Since this week, I'm unable to do anything - when I start a new recording, it works, up to the point when I end the recording.

Creating the files (eg on software simulation) starts, but then I keep getting the error 'Adobe Captivate' stopped working.

Same when I'm trying to open any of my existing projects

I uninstalled the programme and re-installed, but the issue is still there.

Please advise, as I urgently need to complete some recordings

    This topic has been closed for replies.

    6 replies

    S
    Sujoy228408145ifg
    Participating Frequently
    January 31, 2022

    I am getting the same problem.Captivate is crashing whenever I choose Video Demo. It it very very irrititating. I don't know what their technical team is doing????

    Lilybiri
    Lilybiri
    Legend
    January 31, 2022

    Just FYI, it doesn't crash for me.  Something must cause a conflict in your case:

    • If you are on Windows do you run Captivate with 'Run as administrator' setup?
    • Do you use multiple monitors?
    • Do you use a webcam? It may have installed conflicting apps, or may be incompatible. Can you try to start a Video demo without webcam capturing?
    S
    Sujoy228408145ifg
    Participating Frequently
    February 4, 2022

    Yes I run it as Administrator

    Yes I use 2 monitors, however I checked with 1 monitor too. Issue still persist

    I don't use a webcam

    I am just trying to record my screen with Captivate using the Video demo feature.

    L
    LearningPlanANZ
    Participating Frequently
    February 11, 2019

    Hi, we had the same problem recently where Adobe Captivate would crash when trying to create a Video Demo (CP2019), and it came down to a Logitech program that recently installed itself, called Logitech Capture.

    We uninstalled Logitech Capture, and Video Demo worked perfectly.

    Seems to be a clash.

    Hope this helps.

      kaih400740
      kaih400740
      Participant
      January 21, 2019

      Hi,

      I do have exactly the same issue and when I checked the windows log it showed that Captivate had an issue with the KERNELBASE.dll see error log below.

      Error 1/21/2019 8:41:42 AM Application Error 1000 (100)     

      Log Name:      Application

      Source:        Application Error

      Date:          1/21/2019 8:41:42 AM

      Event ID:      1000

      Task Category: (100)

      Level:         Error

      Keywords:      Classic

      User:          N/A

      Description:

      Faulting application name: AdobeCaptivate.exe, version: 11.0.1.266, time stamp: 0x5baa4021

      Faulting module name: KERNELBASE.dll, version: 10.0.15063.1478, time stamp: 0x7789680f

      Exception code: 0xe06d7363

      Fault offset: 0x0000000000065a98

      Faulting process id: 0x3f3c

      Faulting application start time: 0x01d4b15c967e35fe

      Faulting application path: C:\Program Files\Adobe\Adobe Captivate 2019 x64\AdobeCaptivate.exe

      Faulting module path: C:\Windows\System32\KERNELBASE.dll

      Report Id: 7170d372-38cd-4da7-aeba-a9329b400130

      Faulting package full name:

      Faulting package-relative application ID:

      Event Xml:

      <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

        <System>

          <Provider Name="Application Error" />

          <EventID Qualifiers="0">1000</EventID>

          <Level>2</Level>

          <Task>100</Task>

          <Keywords>0x80000000000000</Keywords>

          <TimeCreated SystemTime="2019-01-21T07:41:42.539528000Z" />

          <EventRecordID>60155</EventRecordID>

          <Channel>Application</Channel>

          <Security />

        </System>

        <EventData>

          <Data>AdobeCaptivate.exe</Data>

          <Data>11.0.1.266</Data>

          <Data>5baa4021</Data>

          <Data>KERNELBASE.dll</Data>

          <Data>10.0.15063.1478</Data>

          <Data>7789680f</Data>

          <Data>e06d7363</Data>

          <Data>0000000000065a98</Data>

          <Data>3f3c</Data>

          <Data>01d4b15c967e35fe</Data>

          <Data>C:\Program Files\Adobe\Adobe Captivate 2019 x64\AdobeCaptivate.exe</Data>

          <Data>C:\Windows\System32\KERNELBASE.dll</Data>

          <Data>7170d372-38cd-4da7-aeba-a9329b400130</Data>

          <Data>

          </Data>

          <Data>

          </Data>

        </EventData>

      </Event>

      J
      jettameth1s
      Participating Frequently
      October 26, 2018

      Hi Lilybri.

      I'm not sure you're reading my replies...

      1. YES. The version I have is the most current. The version you mentioned is the same one I downloaded this past Monday and it hasn't changed since then.
      2. There is no update available for me because the version that I have is the most current as of today.
      3. I didn't ask about find the version number because I already know how to do that.

      If you know something the rest of us don't about a different version, patch of fix, please post it here. There's no need to continue to ask me what version I'm on. I'm on the most current version AS OF TODAY 10/26/2018 @ 3:48PM CST. That may be invalid 10 minutes from now, but as of right now, I have the latest version/build of Adobe Captivate 2019. I hope that makes it clear.

      I appreciate you trying to help. Please let me know if there is some other suggestion you have (other than checking for the version/build).

      Lilybiri
      Lilybiri
      Legend
      October 26, 2018

      The version you download from Adobe is normally the first release which was 11.0.0. Some bugs were fixed in a patch that you install using Help, Updates and the version then will be 11.0.1.266 I just asked you to confirm that you have indeed that version because I see lot of users not having installed that patch which is PUBLIC.

      RodWard
      Community Expert
      RodWardCommunity Expert
      Community Expert
      October 27, 2018

      Please pay attention to what Lilybiri is trying to tell you.  The installed version of Captivate is NOT the latest build.

      If you click Help > Updates you may see this message telling you that there is now an update available for Cp 2019.:

      Another thing I would like to suggest is that you look in Preferences to see in which folder your temporary screencapture files are being stored.  By default this will usually be pointed at a folder inside your user profile as shown below.

      In the screenshot shown above, the folder is local on my computer. But as with all other default locations with Captivate, it is always necessary to check that your profile is not somewhere on a remote server.  For several reasons, I recommend you set up a special folder on your C drive where your other Default Location folders are, and point this Preference setting to it as shown below:

      One reason for doing this is that it may prevent Captivate from crashing when doing a Video Demo screen capture because it is unable to store the temp capture files on the specified remote folder location.  Another reason for setting up this folder in a location where you can easily see it is that if you are doing a lot of Video demo captures then this temp folder will become very large and eat into your available hard drive space.  When it's buried down inside your user profile it's easy to forget about it and never clean it out.

      J
      jettameth1s
      Participating Frequently
      October 24, 2018

      Hi. I recently installed Adobe Captivate 2019 on my Windows 10 laptop and though it opens, whenever I try to record a video, the program gives me the "...stopped working" then proceeds to shut down. This happens 100% of the time even after some basic troubleshooting found on the Adobe forums.

      *I installed/un-installed 2xs now using the download file from Adobe's website.

      Is this a known bug or recurring issue? Can someone shed some light on a (possible) solution?

      Thank you.

      RodWard
      Community Expert
      RodWardCommunity Expert
      Community Expert
      October 24, 2018

      In your troubleshooting did you:

      • Try always launching Captivate with Run As Administrator privileges?  (If that's not allowed in your org, GET permission.)
      • Always reset Preferences and delete Layouts folder after reinstalling?
      • Make sure you have Default Locations pointing ONLY to folders you have set up on the local drive of your PC?
      J
      jettameth1s
      Participating Frequently
      October 26, 2018

      Hi.

      1) I am running as administrator

      2) There's no preferences to reset since the issue is during initial launch. But I did this anyway with no change to the issue.

      3) Default location is local.

      NOTE: I can launch without issue, can save the file without issue. The main problem is when I go to record a video, the "...stopped working" message pops up, then the program shuts down.

      *Does anyone know if this is a known issue with Adobe Captivate 2019? Or possibly with Windows 10?

      Lilybiri
      Lilybiri
      Legend
      July 10, 2018

      Some questions. Are you using the most recent version which is £9.£0.1.437?

      Did you try to clean the cache (button in Preferences)?

      Did you try to clear the Preferences? That has to be done while CP is closed, you need administrator rights. Look in the subfolder 'utils' under the installation folder and run the CleanPreferencs.... file appropriate for your OS.

      Neither clearning cache nor cleaning preferences are done when reinstalling, hence my suggestions.

      katriend72834270
      katriend72834270Author
      Participant
      July 10, 2018

      hi - yes, I did clear caches and cleaned up the preferences as per your instructions.

      it's still not working - not sure which version I'm using, as I cannot see that (don't get to see it as it keeps crashing)

      is there any possibility for some screensharing session?

      Lilybiri
      Lilybiri
      Legend
      July 10, 2018

      I am just a user, you should contact Adobe for that level of troubleshooting.  The version I am pointing at has files in the installation folder from 19 september 2016. It doesn't even open on the welcome screen?

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