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CDubber
CDubber
Known Participant
December 10, 2019
Question

Completely clean uninstall - how?

  • December 10, 2019
  • 1 reply
  • 1243 views

My team is getting a critical error that crashes Captivate instantly whenever trying to add a note to a slide for closed captioning for Section 508 compliance. Our IT department has pushed the latest update to our machines but the error persists. This obviously is a work-stoppage issue for us. My first thought is to get Captivate completely removed from my machine and have the new version reinstalled cleanly with the hopes that may resolve the issue. However, I know many programs don't clean out all the crumbs and cobwebs via the typical Uninstall feature in Windows. Are there any additional steps that can be taken to ensure the machine is completely free of Captivate detritus before doing a clean install of the new version?

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1 reply

Lilybiri
Lilybiri
Legend
December 10, 2019

Did you clean the Preferences when installing the update? It could help to delete the Content folder and the Layouts folder in the Public Documents under the eLearning Assets. Captivate needs to be closed. Fresh copies of those folders will be created when you restart Captivate.

CDubber
CDubberAuthor
Known Participant
December 10, 2019

Unfortunately, no. It was installed remotely by an IT worker. Afterwards I've tried running the .bat file to delete preferences several times, but the fatal error remains. Frankly I'm not sure that running the .bat file without Admin rights is actually doing everything it's supposed to anyway.

RodWard
Community Expert
RodWardCommunity Expert
Community Expert
December 10, 2019

Couple of suggestions:

  • Make sure you are not copying and pasting this accessibility text from another app (e.g. MS Word) that might have formatting included.  Use only plain text copied from Notepad or a similar text-based app, or type in all text directly.  Also ensure there are no forbidden characters included in the text.  Some characters are also used in programming code and these can foul things up in the HTML5 output.
  • Your project might be corrupted.  Try creating a new blank project and test whether or not you can add accessibility text to an object there.  If that works, you may be able to copy all slides from your old project into a new shell to try and strip out the corruption.
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