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brendanl50181256
Participant
September 26, 2015
Question

Captivate closes every time I try and edit, and live chat is no help.

  • September 26, 2015
  • 2 replies
  • 581 views

I am watching as my trial time disappears because every time I go into captivate and open a blank project (or other type of project, for that matter), as soon as I attempt to make an edit to the slide it gives me the app quits and closes.  I have gone into the root user on my computer, renamed folders at the direction of live chat, and have reinstalled now twice, and nothing is changing, and as a prospective buyer I would assume that adobe would want this to actually be resolved.  How can I get this to actually do something?

Captivate 9 trial, Mac OSX 10.10.5

This topic has been closed for replies.

2 replies

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Adobe Employee
VikasMahajan
Adobe Employee
September 27, 2015

Hi,

Crash issue with Captivate 9 has been resolved now. Please follow the below steps :-

Step 1:


• If you have Captivate 8 installed on your machine, please launch it first.
• Go to Help > Sign out
• Please Sign out from the next window.
• Now Launch Captivate 9 and try to activate the trial using your Adobe Id and password.
• Please do not try the Step 2 if the Step 1 resolves the issue.

Step 2:


• In case you do not have any older version of Captivate installed on your machine, please search for “Creative Cloud” Application.
• Click on the Downside arrow from top right and go to Preferences.
• Under General tab, Click “Sign Out”.
• Now please launch Captivate 9 and try to Sign in again.

For any further clarification please do reply.

Thanks and Regards

Vikas Mahajan

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brendanl50181256Author
Participant
September 27, 2015

Hi,

I have tried signing out of creative cloud now, twice, and still nothing has happened--I even tried uninstalling Creative Cloud completely and nothing happened.  I have reinstalled upwards of 7 times, applied the hot fix, reset my preferences from the utils folder, and captivate is still a brick.  To be clear, once I open a new project, i move my mouse over the title placeholder that is brought up and the little hand with the pointer finger comes up.  Once I click, the hand closes, the app becomes unresponsive, and quits.  Deeply disappointed with Adobe at this point...  Could this be an issue because I am on a trial period?  I see some people referring to it as a licensing issue, yet I don't have a license because of the trial.

D
Adobe Employee
Deep Roy
Adobe Employee
September 27, 2015

Hi,

Launch Captivate 9 , once you will get the trial message screen, sign out from there and again sign in with your Adobe id.

If you will get the Crash issue again, go to Finder, Go>Go to Folder>Type "~/Library" without quotes > Preferences> Rename Adobe Captivate 9.0 folder.

Launch Captivate 9 and then try to edit the Project again.

Please let me know, if it resolves the issue or not on tcssup@adobe.com . We will check the issue further on your computer.

RodWard
Community Expert
RodWardCommunity Expert
Community Expert
September 26, 2015

I was resolved a couple of days ago.  If you do some searching on this forum you will see other threads about this issue and Adobe reps have chimed in with the link to the hotfix patch that you can download to fix this.

B
brendanl50181256Author
Participant
September 27, 2015

Hi RodWard,

Thanks for getting back to me.  I am unsure of which particular threads you are referring to with the link.  Could you point me in the right direction?  I searched and found some threads but they were not referring to the exact problem I am facing. 

Thanks for your help!

RodWard
Community Expert
RodWardCommunity Expert
Community Expert
September 27, 2015

Please check the issue after applying the hotfix. KB article @ https://helpx.adobe.com/captivate/kb/hot-fix-captivate-9.html

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