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Community Manager
Saurav_GhoshCommunity Manager
Community Manager
August 6, 2020
Question

Issues with Asset panel in Adobe Captivate (2019 release)

  • August 6, 2020
  • 8 replies
  • 16574 views

Asset Panel is blank

When you click Asset Panel on the toolbar, the panel appears empty.

Solution

  1. Download Assetpanel.txt file and save it on your machine locally.
  2. Rename the file Assetpanel.js.
  3. Copy AssetPanel.js file from the attached to C:\Program Files\Adobe\Adobe Captivate 2019 x64\ui_components\AssetsPanel folder.
  4. Restart Adobe Captivate and launch the Asset Panel.

Unable to download characters from the Asset Panel

When you try to download characters from the Discover tab, a blank screen appears. The file gets downloaded in the Temp folder; you cannot open the file.

Solution

Windows

Clear preferences.

  1. Navigate to C:\Program Files\Adobe\Adobe Captivate 2019 x64\utils.
  2. Run the batch file CleanPreferencesWin.

Delete the following folders from C:\Users\Public\Documents\Adobe\eLearning Assets.

  1. 11_5
  2. Content
  3. Characters_11_5
  4. Interactions_11_5
  5. Layouts > 11_5

Update to the latest version of Captivate.

  1. Launch Adobe Captivate.
  2. Click Help > Check for Updates.
  3. Follow the on-screen instructions.

MacOS

Clear preferences.

  1. Navigate to Captivate installation location > Utils.
  2. Run the file CleanPreferencesMac.

Delete the following folders from Documents > My Adobe Captivate Projects > Adobe > eLearning Assets.

  1. 11_5
  2. Content
  3. Characters_11_5
  4. Interactions_11_5
  5. Delete the folder 11_5 in Documents > My Adobe Captivate Projects > Layouts. 

Update to the latest version of Captivate.

  1. Launch Adobe Captivate.
  2. Click Help > Check for Updates.
  3. Follow the on-screen instructions.

Captivate crashes while downloading characters from the Asset Panel

Captivate crashes or freezes if you try to insert any character from the Asset Panel.

Workaround

If you are on Windows, unzip and replace the file CaptivateUI.dll  file in C:\Program Files\Adobe\Adobe Captivate 2019 x64.

Note: Take a backup of the file before replacing it.

If you are on MacOS, follow the workaround below:

Instead of clicking the file, mouse over the Download button, and then click the size that you want to download.

    This topic has been closed for replies.

    8 replies

    J
    Johny28243398qkth
    Participant
    February 3, 2023

    I appreciate your suggestion, but it isn't working for me. Despite downloading the assetsPanel repair and carefully following the instructions, nothing changed. I also downloaded the proxy server fix you recommended elsewhere, but that did not work either. Please assist in fixing this since I am unable to view a preview in the browser or access the assets panel. Curiously, the explore tab appears to be working properly. Only the download and assets tabs fail to open. I'm running the newest release of Windows 10.

      I
      ICA26148714ozn8
      Participant
      September 16, 2022

      All this--you can't be serious.

      S
      Seekered
      Known Participant
      February 7, 2021

      THIS DOES NOT WORK!

      RodWard
      Community Expert
      RodWardCommunity Expert
      Community Expert
      February 8, 2021

      Well it's obvious something isn't working for you, but it works fine for most other people.

       

      Are you actually interested in getting any help or did you just want to SHOUT at the people who might help you?

       

      If you want help, give useful details that could be used to debug the issue.

      N
      nanner888
      Participant
      February 8, 2021

      I'm also having problems with this today.

      I try to update, it says I'm up to date.

      I tried the fix on this page, still no show.

      I uninstalled, then reinstalled, but still nothing.

       

      rayvonneb91361810
      rayvonneb91361810
      Participant
      October 15, 2020

      I am having this same problem with my work computer.  The Assets Panel works just fine on my home computer.   I think the firewall at work is somehow blocking access.   I tried the fix, but it didn't work.   Thanks for the information.  I don't think the information you gave is the problem.  The problem is the firewall.  It always put a damper on everything.  So glad I have Captivate on my home computer. 

      N
      nathanw2020
      Participant
      December 7, 2020

      Same issue.  Work computer Asset screen is blank, home Mac -- asset and every other function works.  Please advise on how to get this issue resolved.  

      rayvonneb91361810
      rayvonneb91361810
      Participant
      December 14, 2020

      Did you ever get this working?  My employer's IT Department has a firewall that is blocking access for me.  The Assets Panel is working fine on my personal computer.  So frustrating!

      A
      adama29087154
      Participant
      September 27, 2020

      I am also having this problem and after following all of these instructions, nothing has changed. I still get the blank "Blank Download" screen and am unable to successfully download new characters.  Is there anything else that can be tried after following these steps and are using the most current version 11.5.1?

      atitap777
      atitap777
      Participant
      September 10, 2020

      Is there any way to download assets via a webpage? There are quite a few useful assets that I want to download, but seems I can't get this working!! 

      Though the Assets panel is loading and all looks good, but the moment I click on Insert, it goes into loading and then nothing happens. I then need to shift to the Discover / Downloads tab and Cancel to close the panel.  

        R
        rjain13
        Participating Frequently
        September 10, 2020

        The AssetPanel.js did not work. Please advise further

        F
        floppyDisk7679681
        Participant
        August 7, 2020

        Thanks for your suggested fix, but this is not working for me. I have downloaded the assetsPanel fix and ollowed all instruction but this did not help. I have also downloaded proxy sever fix you suggested elsewhere but this also did not work.

        Kindly help fix this, I am not able to preview on browser and also not able to open the assets panel - curious though, the discover tab work well. It is only the assets tab and download tab that dont open.

        I am using Windows 10 latest build

        AJIT_M
        Community Manager
        AJIT_MCommunity Manager
        Community Manager
        August 17, 2020

        Hi,

        I have sent you a private message. Kindly check your inbox and contact us directly so that we can connect and assist you further.

        Regards,

        Ajit

        R
        rjain13
        Participating Frequently
        September 10, 2020

        I did not receive your email

         

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