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K
KenThomas-1963
Inspiring
May 8, 2017
Answered

Unable to Install Adobe Captivate 2017

  • May 8, 2017
  • 5 replies
  • 2520 views

When I try to install, I get the following message: "A conflicting or prerelease version of Adobe Captivate 2017 (64 Bit) exists on this computer. The conflicting version must be removed before installing from the current media."

I'm sure I installed a trial version when it was first available, but it's not showing up in my Programs list through my Control Panel, so can't figure out how to remove it... I'm also not seeing any evidence of folders or any files in the usual places.  How can I remove the trial so I can install my newly purchased version?

This topic has been closed for replies.
Correct answer KenThomas-1963

I received an email from Adobe Support. The tech (Debiprasad) walked through all the above steps, and found the same issue - no sign of 2017 in Control Panel and no 2017 folders or files in Programs/Adobe. He ran the cleaner tool again, and still hit the same problem.

He then uninstalled Captivate 9 (I think he ran the cleaner tool again to make sure Captivate 9 was completely uninstalled).  After that, he re-ran the Captivate 2017 installer and it installed perfectly - I'm up and running.  He even downloaded Captivate 9 and installed that again for me.

I was impressed by Adobe Systems reaching out and providing such excellent and professional support.  Problem solved.

Thanks!

Ken

5 replies

K
KenThomas-1963AuthorCorrect answer
Inspiring
May 13, 2017

I received an email from Adobe Support. The tech (Debiprasad) walked through all the above steps, and found the same issue - no sign of 2017 in Control Panel and no 2017 folders or files in Programs/Adobe. He ran the cleaner tool again, and still hit the same problem.

He then uninstalled Captivate 9 (I think he ran the cleaner tool again to make sure Captivate 9 was completely uninstalled).  After that, he re-ran the Captivate 2017 installer and it installed perfectly - I'm up and running.  He even downloaded Captivate 9 and installed that again for me.

I was impressed by Adobe Systems reaching out and providing such excellent and professional support.  Problem solved.

Thanks!

Ken

Lilybiri
Lilybiri
Legend
May 13, 2017

Great, happy this was solved for you!

S
Adobe Employee
Sharad Vatsa
Adobe Employee
May 10, 2017

Hi,

In case you do not see Adobe Captivate 2017 listed as an installed application in Programs under Control Panel, then please try the below suggestion:

1. Verify if you see the below folders on your computer. In case you do, then delete it.
                         C:\Program Files\Adobe\Adobe Captivate 2017 x64\

2. Now download Adobe CC Cleaner tool from the below document and follow the steps suggested there to run it. 
                            https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

3. Check if you see Adobe Captivate 2017 as one of the applications listed when you run Adobe CC Cleaner. In case Captivate 2017 is available as a listed product, then remove it using CC Cleaner tool.

4. Once done, try installing Adobe Captivate 2017.

Let me know in case the issue persists.

Regards,
Sharad

K
KenThomas-1963Author
Inspiring
May 11, 2017

C:\Program Files\Adobe\Adobe Captivate 2017 x64\ does not appear.

Captivate 2017 is not listed when I run the CC Cleaner tool.

Still cannot install Captivate 2017 -- issue persists.

S
StevePixel
Inspiring
May 9, 2017

it should be visible under Control Panel > Programs>Uninstall a program. Just right click and uninstall. Make sure it is the Captivate program though...Adobe list all the programs there. 

K
KenThomas-1963Author
Inspiring
May 10, 2017

I agree - it should be listed under Control Panel > Programs > Uninstall.  However it is not listed.  Adobe Captivate 8 and 9 are -- nothing else says Captivate.

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
May 8, 2017

Moving this discussion to the Captivate Getting Started forum.

kglad
Community Expert
kgladCommunity Expert
Community Expert
May 8, 2017

google 'captivate uninstall' to find the files that failed to be removed.

K
KenThomas-1963Author
Inspiring
May 9, 2017

I support students using previous versions, so need to keep my Captivat 8 & 9 - I'm not finding what file is tripping this error. Or what I need to review.

Lilybiri
Lilybiri
Legend
May 9, 2017

I have CP5.5, 7, 8, 9 and CP2017 installed on my desktop, that is not the problem AFAIK.

Did you clean the Preferences before installing?

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