Community Manager

Question

Attention: Adobe Captivate Customers who experienced problems on March 09,2021

Forum|Forum|5 years ago
March 11, 2021
8 replies
1643 views

UPDATE (3/15/2021): We've made some changes in the backend. Should you see the erro rmessage, restart Captivate. Meanwhile we are working on this issue.

Many Captivate users reported issues in opening and saving files on March 9th and then reported the disappearance of the issue on March 10th. The issue appears to have been triggered by updates to the Microsoft Operating System.

If you are still experiencing issues, please ensure you have installed the following Microsoft Windows Updates on your computer:

We recognize that for many users this interruption may have created disruptions in your busy schedules. We hope that you will not hesitate to reach out regarding any technical challenges that this unfortunate situation created. For additional support, please contact us at Captivatehelp@adobe.com.

This topic has been closed for replies.

Dr. Pooja Jaisingh

Adobe Employee

Hi, please follow this post for updates on file operation disruptions experienced on 12th March: https://elearning.adobe.com/2021/03/having-trouble-saving-adobe-captivate-files-on-microsoft-windows/

D

defaultedzwncy0cbn3

Participant

Additionally, I saw Adobe Captivate update 11.5.5 this morning. Attempting to download/update causes: update error 184.

garyw13661738

Participant

Some of us cannot just apply the KB solutions since we're on corporate Enterprises. All KB have to be vetted with enterprise support before applying.

garyw13661738

Participant

I just discovered that this issue also correlates to clearing cache in Preferences (Captivate 2019). I reinstalled Captivate day before yesterday to regain access to my project files (worked). This morning I just cleared my cache (cache is not the same folder as where I save project files) and not I have not access to any of my project files again. Reinstalling Captivate involves me calling my help desk to reinstall since I don't have admin privileges. This is a huge issue.

I'll review the KB also.

garyw13661738

Participant

Workaround for restoring access to project files

This process just worked for me to restore access to project files after clearing cache (Cache folder is and never was set to the same as the publish folder).

1. Reinstall Captivate 2019 (Captivate_2019_x64_LS21.zip)

2. Tested access to project files and got error

3. Opened Preferences >> General Settings >> Default Locations: Set both Publish At: and Project Cache: to original locations prior to clearing cache

4. Stay in Preferences >> Recording >> Video Demo >> Working Folder: Set to original location.

5. Tested access to project files - can open them again.

This is ONLY a work around. Still need Adobe to fix and solve permanently.

S

Saurav_Ghosh

Author

Community Manager

Hi everyone

Apologies for this inconvenience.We are working on this issue. We will update you the progress.

As a workaround – Please turn off the internet and use Captivate.

Thanks,

Saurav

Dr. Pooja Jaisingh

Adobe Employee

Hi all,

It has come to our notice that some of the users are seeing the issue appearing again. The team is investigating this on top priority. Meanwhile, please try using Captivate in an offline mode.

Please watch this space for more updates.

A

another_default_user

Participating Frequently

It worked for a few minutes when I installed KB5000802. I was able to save a couple times without issue, but now the error is there again. I cannot save. Running in admin mode and restarting computer are not helping.

A

actas68936588

Participant

After I installed the updates my laptop was missing it still did not fix anything. Please find a solution ASAP. We have deadlines and we cannot even save our work!!!