Captivate 2017 Startup Fails upon installation. Mac Sierra 10.13

Forum|Forum|8 years ago
February 12, 2018
4 replies
514 views

I just upgraded from Captivate 9 to Captivate 2017 and the experience has been miserable! Once the installation is complete I attempt to start up the program. It teases me by showing the main Captivate window where I can start a project but then the spinning wheel of death appears and the application crashes. What can I do to trouble shoot? I'm looking for log file errors, error codes etc but I cant find them.

I'm running:

MacBook Pro (Retina, 13-inch, Early 2015)

Processor 3.1 GHz Intel Core i7

Memory: 16 GB 1867 MHz DDR3

Graphics: Intel Iris Graphics 6100 1536 MB

I appreciate your help as I have a ton of projects to write and this is a total road block.

Thanks,

Justin

This topic has been closed for replies.

M

Mayank_Meh

Participating Frequently

Hi Justin,

Apologies for the inconvenience caused.

I just sent you a Private Message. Please respond to it and we will connect with you and assist with the issue.

Regards,

Mayank

J

justinf98456669Author

Participant

I dispair at the lack of Support Adobe offers to resolve issues when customers buy and use their solutions in good faith. 48 hours on I have made no further progress. Radio silence! Adobe Support please reach out me I need your help "please".

Lilybiri

Legend

Sorry, I'm just a user like you, but will try to get you help from someone from the staff.

You can find the answer, and the hotfix in a blog post created by the staff today, gave a look:

Captivate 2017 HTML5 Preview/Publish broken in OS X High Sierra (10.13 or higher) | eLearning

Lilybiri

Legend

Did you clean the Preferences and delete the Layouts folder when installing the upgrade?

I am a Windows user, but if the OS is High Sierra, which is not compatible with the present release, you need a hotfix.

J

justinf98456669Author

Participant

Thanks for your response. I had cleaned the preferences via the Utils>CleanPreferencesMac but had not removed the Layouts folder. I just tried the deletion of the layouts folder and restarted the program however the restart complained so I've reinstated that folder. I'll need a direct message from Adobe if a hotfix is required. Thank you again! Much appreciated. :-)

Lilybiri

Legend

I will try to get a staff member to contact you. Somewhere there is a link to a dropbox hotfix, but I'm not sure that it is still live. You'll have to be patient, not in office at this moment.