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rickr84807544
rickr84807544
Participant
July 26, 2019
Answered

unknown exception: ..\..\..\source\components\ziputils\CPInternalZipUtils.cpp716

  • July 26, 2019
  • 49 replies
  • 20825 views

I have recently updated to Captivate 2019 (most current update) and am experiencing difficulties in saving/conversion of older (.cptx) files. The file opens correctly, but upon saving as a different file name, locks. (on Windows 10 PRO, 64 bit).

This error is received when the application locks up, and clicking on it only brings the same error up over and over again:

Unknown Exception: ..\..\..\source\components\ziputils\CPInternalZipUtils.cpp716

In addition werfault.exe is seen as being problematic by my anti-virus. An alert tho this effect pops up after forced closing out of my locked Captivate 2019 application. werfault my only be error reporting after the hung app is closed, but may be connected.

Has anyone experienced something similar, and if so, have you been successful at a remedy?

      This topic has been closed for replies.
      Correct answer Allen_Partridge

      I've created a new thread here for the latest updates on this issue: https://community.adobe.com/t5/captivate/having-trouble-saving-adobe-captivate-files-on-microsoft-windows/m-p/11892489#M289474

       

      Short answer: Engineers are recommending that you temporarily work offline (disconnect from the Internet) to avoid the file open, save, new and other errors that have appeared.  Please see the above thread for updates.

      49 replies

      Allen_Partridge
      Adobe Employee
      Allen_Partridge
      Adobe Employee
      March 12, 2021

      I've created a new thread here: https://community.adobe.com/t5/captivate/having-trouble-saving-adobe-captivate-files-on-microsoft-windows/m-p/11892489#M289474 to centralize posts about this issue.

        L
        Lindsey5F99
        Participant
        March 12, 2021

        Glad I've spent the last 5 hours on the verge of a panic attack, thinking that I did something wrong and corrupted the project that I have spent the last 3 weeks making.  This is awful that this hasn't been resolved yet.  Come on, Adobe!  Get it together.

        L
        Lindsey5F99
        Participant
        March 12, 2021

        Couldn't some sort of information or update have been sent out regarding this issue?  Instead of letting all of your customers sit around freaking out that something was terribly wrong?  Jeez.  Think of all the people who have not seen these posts yet.  Not to mention the original post is so old.

        Gê.Oliveira
        Gê.Oliveira
        Participating Frequently
        March 12, 2021


        My conclusive opinion:

        The problem occurred again today, even after all the Windows updates recommended here: https://elearning.adobe.com/2021/03/attention-adobe-captivate-customers-who-experienced-problems-with-file-open-and-or-save-issues-on-march-9th-2021/.

        As I had already suspected and commented here, it really seems to have nothing to do with Windows updates, as already reported by other users. If for one or another user the updates solved the problem, lucky them; the truth is that it didn't solve the problem for many users, and Adobe needs to take its blame.

        So, definitely NO! My Windows 10 is now fully updated with all the indicated updates, and the problem has recurred.

        Some users are insisting on protecting Adobe here. Let's face it, that will only delay the solutions, which they must surely already be thinking of applying.

        Another thing: the workaround of using the software offline, without internet, or blocking it through a firewall, is very uncomfortable, especially because the "Resources" are inaccessible, since the software will be unable to connect! And the solution of starting as admin is a pure waste of time for most users.

        Come on Adobe, it's time for you to fix the problem and stop blaming Microsoft!

        L
        Lindsey5F99
        Participant
        March 12, 2021

        Glad I've spent the last 5 hours on the verge of a panic attack, thinking that I did something wrong and corrupted the project that I have spent the last 3 weeks making.  This is awful that this hasn't been resolved yet.  Come on, Adobe!  Get it together.

        Becky_L
        Becky_L
        Participant
        March 12, 2021

        I just started having the same problem again and the work arounds are not working this time.

         

        rosmariet34218064
        rosmariet34218064
        Participant
        March 12, 2021

        I just started experiencing this problem. I can no longer save my progress or use Save As. It just quits. I tried the working of line which is fine for some of my projects. But it doesn't work for my software simulations. I hope they solved this soon.

        A
        Arc-en-ciel
        Known Participant
        March 12, 2021

        If you open Captivate while offline, you can go back online, create your software simulation and then save offline (just to be save). I was able to Save online on Tuesday when this happened as long as I opened Captivate while offline. But it's probably safer to go offline to save as well.

        mkrumm-psa
        mkrumm-psa
        Participating Frequently
        March 12, 2021

        Folks, I decided to run a network sniffer while running Captivate to see why the Internet has anything to do with the application failing. I used NetworkTrafficView from NIRSOFT, and I sorted and selected ONLY AdobeCaptivate.exe calls from the list. 

         

        So, these are the addresses that Captivate is reaching out to from my machine, sending data packets and receiving data packets when the application starts: 

        • RECV Address: cdn.cookielaw.org (ports 443, 61003)
          SEND Address: cdn.cookielaw.org (ports 443, 61003)
        • RECV Address: www.recaptcha.net (ports 443, 61006)
          SEND Address: www.recaptcha.net (ports 443, 61006)
        • RECV Address: a1815.dscr.akamai.net (ports 443, 60977)
        • RECV Address: e7933.dscg.akamaiedge.net (ports 443, 60991)
          SEND Address: e7933.dscg.akamaiedge.net (ports 443, 60991)
        • RECV Address: a1988.dscg1.akamai.net (ports 443, 60994)
          SEND Address: a1988.dscg1.akamai.net (ports 443, 60992, 61011, 61012)
        • RECV Address: maxcdn.bootstrapcdn.com (ports 443, 60993)
          SEND Address: maxcdn.bootstrapcdn.com (ports 443, 60993)
        • RECV Address: cdnjs.cloudflare.com (ports 443, 60994)
          SEND Address: cdnjs.cloudflare.com (ports 443, 60994)
        • RECV Address: a1988.dscg1.akamai.net (ports 443, 60994, 61011, 61029)
          SEND Address: a1988.dscg1.akamai.net (ports 443, 61010, 61029)
        • RECV Address: load.b-cdn.net (ports 443, 60995)
          SEND Address: load.b-cdn.net (ports 443, 60995, 61014)
        • SEND Address: e4578.d.akamaiedge.net
          (ports 443, 60996, 60997, 60998, 60999, 61000, 61001, )
        • SEND Address: dd20fzx9mj46f.cloudfront.net (ports 443, 61008)
        • RECV Address: e7808.dscg.akamaiedge.net (ports 443, 61009)
          SEND Address: e7808.dscg.akamaiedge.net (ports 443, 61009, 61027)
        • RECV Address: dd20fzx9mj46f.cloudfront.net
        • RECV Address: www.google.com (ports 443, 61021)
          SEND Address: www.google.com (ports 443, 61020)
        • RECV Address: 172.217.2.99 (ports 443, 61022)
          SEND Address: 172.217.2.99 (ports 443, 61013, 61022)
        • SEND Address: 142.250.73.227 (ports 443, 61024, 61025)
        • SEND Address: 142.250.64.106 (ports 443, 61051)
        • SEND Address: 104.95.177.159 (ports 443, 61016)
        • RECV Address: cs41.wac.edgecastcdn.net (ports 443, 61028)
          SEND Address: cs41.wac.edgecastcdn.net (ports 443, 61028)
        • RECV Address: tag.demandbase.com (ports 443, 61032)
          SEND Address: tag.demandbase.com (ports 443, 61032)
        • SEND Address: api.company-target.com (ports 443, 61037, 61038)
        • SEND Address: segments.company-target.com (ports 443, 61044)
        • SEND Address: id.rlcdn.com (ports 443, 61040)

         

        For goodness sakes, even Google is being contacted. Who is DemandBase? Who is Company-Target? Why is all this necessary? 

          J
          JulianRFox
          Participant
          March 12, 2021

          This is useful, but maybe you can sniff what happens when you try to save a project.
          That is where a lot of the error instances are coming from.

          mkrumm-psa
          mkrumm-psa
          Participating Frequently
          March 12, 2021

          I thought of that. Yes. I ran the sniffer while trying to open a file, and no network activity occurred. My quess is the problem happens inside Captivate when the application is started. Now, I haven't tried monitoring while saving. The problem is I can't open anything to test that. 

           

          J
          jaccov123456
          Participant
          March 12, 2021

          Same here, this is TERRIBLE. Nothing works. My other (backup) machine is a mac and runs big sur which is also not compatible with latest captivate 2019. It is delaying projects now, crap software!!!

          J
          jaccov123456
          Participant
          March 12, 2021

          Ok via support i found out the fix for MacOS Big Sur is from 11.5.5.678. Installed and worked. For my WIN installation the negineering team is working on a solution and as a temporary workaround disconnect wifi when saving. This is the formal Adobe answer/solution.

          Dr. Pooja Jaisingh
          Adobe Employee
          Dr. Pooja Jaisingh
          Adobe Employee
          March 12, 2021

          Hi all,

           

          It has come to our notice that some of the users are seeing the issue appearing again. The team is investigating this on top priority. Meanwhile, please try using Captivate in an offline mode.

           

          Please watch this space for more updates.

          ChrisG LMS
          ChrisG LMS
          Inspiring
          March 12, 2021

          One of our Mac users is using these versions and not having a problem:

          Version 11.5.499

           

          Mac OS: 10.15.5

          paulp95261428
          paulp95261428
          Participating Frequently
          March 12, 2021

          Well I have to say this has caused no end of trouble.

           

          Can open a file.

          Cannot Preview in HTML

          Cannot Publish

          Cannot Save.

          Trying to save corrupts the file.

          I have to use dcache to recover.

          Try again - above repeats. 

           

          Absolute rubbish.

          All updates seem to be installed, multiple reboots and the same problem.

           

          Seem to be able to save only if I am offline. This is not an option due to the location of the assets (library content).

           

          Thank god its Friday and hopefully Adobe can sort it over the weekend.

          Not impressed at all.

          A
          another_default_user
          Participating Frequently
          March 12, 2021

          When I did the Windows Update it was working for a few minutes.  Regular error is back.  I can't save. TGIF.

          W
          WimDela
          Participant
          March 12, 2021

          Glad I found this page ; feel less alone now 🙂 I first noticed this same error today March 12, when working at my girlfriend's place (i.e. different wifi).  I use CP on on Windows 10 Pro v1909 - 64bit.

          - What didn't solve it for me: Running CP as Admin /  Upgrading to latest (to CP 11.5.5.553) / cursing ...

          - Only valid workaround is working off-line.  The tool I am explaining in my project is an online tool (+ VPN), so pretty time-wasting procedure...

          Lilybiri
          Lilybiri
          Legend
          March 12, 2021

          For a lot of users it is solved (for me as well). Can you check the Win updates mentioned by Pooja in this blog:

          Attention: Adobe Captivate Customers who experienced problems with File Open and/or Save Issues on March 9th, 2021 - eLearning

           

          I needed to reboot my system, and everything works fine so far. No need for offline working, but I always run 'as Administrator'.

          A
          another_default_user
          Participating Frequently
          March 12, 2021

          I was really hopeful.  I was missing one of those updates.  I've installed the update and rebooted twice.  Running Captivate as admin.  Same issue.

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