Can’t import/load asset images - Captivate 12.5

Forum|Forum|11 months ago
April 7, 2025
4 replies
634 views

Hello,

I have an issue with Adobe Captivate 12.5. Whenever I try to import an image from the asset image gallery, nothing happens. I click on replace the image, captivate starts loading, but nothing happens, no errors, nothing - the image is just not uploaded to the project and the default picture remains there. The strange thing is that there are no issues with uploading my own images from my pc.

It’s not just images, but the entire asset panel behaves in the same way, i.e. slide templates, icons etc. don’t respond as well.

I tried traditional methods of troubleshooting - cleared cache and properties, and the problem still persists. I’m currently using the 30-day trial version, but according to Adobe’s website, this shouldn’t be the source of the issue.

Thank you for your help.

I

InAndOrOut

Participating Frequently

Gosh it would be real nice if Adobe piped in or actually made an effort to fix this very significant problem. Files in the right location, check; run as administrator, check; I’m using version 13 trial version, so clearly this hasn’t been a priority for Adobe. How are we supposed to create courses if the damn software freezes every time you try to place or import an image? Working for the newest branch of the US military and this is getting embarrassingly unprofessional as I recommended this software. It’s crapping out like a new company with the first launch of it’s first product. May have to abandon the Adobe license and move to what, Articulate? ELB’s Lectora has an amazing pre-built arcade of games, and I’m being asked to gamify much more of the old PPTs . . . I’ve used Adobe products for over 30 years. You’d think they’d take some pride in their software and resolve problems that have existed for at least a year.

If a trial version isn’t going to work, why would I fork out money to purchase? Got to check out what the upgrade has since I last used the app at early v12. I’m so missing the Captivate Classic which had so much more customization, but people want quick and easy and done for you . . . even though it means you can’t get exactly what you want (i.e., everybody’s courses all start looking exactly alike.) Pls Adobe, do something. Is there a fix?

I

InAndOrOut

Participating Frequently

OK fixed the problem. The Windows file dialog tries to populate the “Home / Quick Access” recent items, which Captivate 13’s file picker sometimes chokes on. Changing Explorer to This PC prevents the dialog from querying those dynamic locations, so the freeze disappears (at least in my case). I am on a Dell Inspiron 15” from 2025 running Windows 11, and Adobe’s trial installer for Captivate 13.0.0.168 which is apparently notorious for this exact freeze (when selecting an image to drop into a background or swap out within a widget and you choose not ‘Assets’ (Captivate’s library, but your ‘System’ and it just dies there, demanding a Cntl Alt Del Force quit). The trial often does not receive patch updates, even when the updater says it’s current.
Thank you to ChatGPT for assistance (not all of its recommendations were spot on though):

Open File Explorer
Click the three dots (…) on the top toolbar
Select Options
In the window that opens, look for:

Open File Explorer to:

Change it from:

Quick Access  [Mine had Home selected; change either one]

to:

This PC

Click Apply → OK.

Then restart Captivate and try System → Image again.

Quick Access sometimes causes freezes in apps that call the Windows file picker.

Hopefully this will resolve your issue as it did mine.

(ChatGPT is totally worth paying for when troubleshooting issues with many questions!)

I

InAndOrOut

Participating Frequently

Y’know, I thought I’d fixed the issue but the issue started up again. TUrns out the real issue (and I should’ve remembered this from a year and a half ago when working with Captivate on Windows for the first time) . . . ONE DRIVE. DISMANTLE IT COMPLETELY. Always causes issues with Adobe Captivate. They compete on where to put stuff, and how things get saved/duplicated or interact . . . I had a duplicate personal OeeDrive account PLUS my work one (how did they take over my personal computer???). I just paused the synching, then turned off OD but the Captivate crashing totally stopped (at least I’m praying it stays fixed), by clicking the cloud icon in your task bar, hitting settings and on the account tab, disassociating ‘this laptop’ from One Drive. Ahhhhhhh.

S

shreya_9606

Participant

Hey! I ran into the same issue recently in 12.5
What worked for me:

1. Go to Preferences > General Settings, and make sure "Enable Captivate Assets Panel" is checked.

2. Then restart Captivate as administrator (even if you're on a trial).

3. check your firewall settings — some networks block the asset panel

D

deepikap57150749

Participant

Don't see the enable captive assets panel option itself

N

New Name Michael

Known Participant

Hm, I'm having a similar issue but 12.5 won't let me do anything but create a new slide. Can't add any new blocks or edit any existing ones. Very bizzare

A

andrew-envolvemedia

Participating Frequently

Hello @tomáš_4240 ,

While you indicated you tried clearing cache, the eLearning Assets has its own folder. Please try the following (I suspect it's steps 4/5 that will resolve your issue):

Close Adobe Captivate
Go to: C:\Users\shamehro\AppData\Local\Adobe (NOTE: If you do not see AppData folder then click on "View" menu at the top > Check "Hidden items" on the right).
There is a folder Adobe Captivate 12.0. Rename it to Adobe Captivate 12.0.old
Then Go to: C:\Users\Public\Documents\Adobe
Inside Adobe there will be a folder eLearning Assets. Rename it to eLearning Assets.old
Now launch Adobe Captivate > Try to add the Assets

If all of this works, you could probably delete those OLD folders.

-Andrew