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

Forum|Forum|6 years ago
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.

Show previous replies

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Stefan5F90

Participating Frequently

Hi, yesterday Captivate worked perfectly again, but today the error reappears! No MS updates have been installed in the meantime. The whole thing is extremely strange and gives the impression that the application is no longer stable. The "offline workaround" is annoying, especially if you work in your home office due to the pandemic.

Lilybiri

Legend

It is very strange. I never worked offline, just rebooted PC after the Tuesday MS patch and all works fine again. Always run Captivate 'as Administrator'.

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Stefan5F90

Participating Frequently

Unfortunately, I am not allowed to run programmes as an admin on my work computer. Therefore, I only have the offline workaround.

ChrisG LMS

Inspiring

This really looks like a problem at Adobe.

Now when launching captivate, I get a "validating software license" message with a spinning icon. It tries to load captivate but fails, then loads again and fails over and over. Looks obvious to me they are trying to change the license validation system. I can't even load captivate AT ALL now. Online of off.

Lilybiri

Legend

May be a coincidence, in the same week as the other problems.

Are you talking about a perpetual or a subscription license? Sorry, cannot remember. You are the first to mention this problem which could mean it is indeed a coincidence.

ChrisG LMS

Inspiring

I believe that others mentioned they thought that the problem was related to a connection to the license server on the first day this started. Which is why turning of the network connection would possibly work.

I have a monthly subscription. I also had the same problem everyone else had the first day this occurred. Now today a different, but possibly more apparent problem with licensing.

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Navmaster

Inspiring

Morning,

I just started getting this error today (12th), yesterday was fine. I've cleared the cache, stopped the Creative Cloud process, running as admin, but I am getting the same error.

For updates the only 2 items I can see updated is today a Windows Defender update and on the 10th a Adobe pdf reader.

My issue is that I am running Windows 7 for specific reaons so the updates the link specified don't exist yet it is not working. Is anyone else using Windows 7 got it working again?

I will try blocking Captivate through the firewall, but not possible to remove internet completely since remote working.

Thanks

Phil.

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Navmaster

Inspiring

Just for an update I've blocked Captivate through the firewall as suggested and that has resolved the issue. Not sure Adobe are being completely honest in this situation, there seems to be an issue their end, which they are not acknowledging.

Lilybiri

Legend

Did you check the Windows updates mentioned in Pooja's post:

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

My personal experience: when the problem appeared after the most recent Windows update, I rebooted my system and the problem was gone. But I installed it not on Tuesday, but on Wednesday. Suspicion: MS pushed a silent fix. Since nothing has changed in Captivate, why would you launch suspicions about Captivate? To me it is logical when such a problem appears, that something which has changed in the software is the culprit.

Gê.Oliveira

Participating Frequently

This error is from today!

Lilybiri

Legend

That is a different error, not linked with this thread. The problem here was due to a Windows patch (Tuesday) but apparently was solved silently by MS. Restarting the system did install the correction for me.

Your problem can have different origins. Did you install the Tuesday patch from MS (is not always rolled out for everyone at the same moment)? Look in the Projects folder if you can find the backup mentioned. Try to clean the Preferences and restart Captivate.

mkrumm-psa

Participating Frequently

We're up and running now, including my Windows 7 machine which didn't get the last MS patch. If it's truly Microsoft's fault, how does one explain this?

Dr. Pooja Jaisingh

Adobe Employee

Hi Rick,

I hope the file open and save issues you were facing are fixed now. If not, please let us know. https://elearning.adobe.com/2021/03/attention-adobe-captivate-customers-who-experienced-problems-with-file-open-and-or-save-issues-on-march-9th-2021/

T

TheShawnRosler

Participating Frequently

Hi Pooja - Appreciate the information, it explains, at least to some extent, what occurred. That being said, I have to agree with Rod (on the other page, which I can't comment on?) - More specifics should be known and shared with the end users. What's being done to prevent this in the future? Why is a team not dedicated to predicting these issues and heading them off before they occur? Lots of questions...

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MarkAllenSchneider17464699

Inspiring

I have total respect for Poola and Rod (although I only have my picture taken with Poola - LOL). If this were due to a Windows update (which I posted at the beginning of this thread), one cannot always predict in advance ALL issues that might occcur with a Windows update. And Adobe would not be responsible for this. Their role would be to work with Microsoft after the fact to bring about a resolution as quickly as possible. As yes, once the problem is understood Adobe should be totally transparent and explain to the community what happened. It has been a major impact to our community and many lost a day of productivity. But we move forward and I'm appreciative the issue was resolved within 24 hours.Again, thanks to Pooja, Rod, Lily Biri, and the many others who have worked together in coming up with work-arounds.

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Heather Kay

Participant

I just ran a Captivate update and it seems to have resolved the issue. I can open my projects!

Becky_L

Participant

I have been suing the workaround “Launch Captivate in Admin mode on Windows machine” and it has been working.

However, I noted that I am unable to Preview in “HTML in Browser”. It defaults to Chrome. I have had to publish in order to Preview a complicated screen that I developed this morning.

My computer and Captivate setup = Windows 10 Version 1909 and Captivate 2019 Release 11.5.1.499.

paulp95261428

Participating Frequently

Hi, I am exhibiting the exact same issue. Was working yesterday fine 11/03. Today 12/3 I am at a stop.

I seriously hope my project is not corrupt

kimball_larsen

Participant

We are able to save this morning too where we couldn't yesterday. It would be nice if Adobe shared what happened.

SBWELL1469718

Participating Frequently

It would be nice.

I checked my windows updates, and checked my captivate updates, and nothing had updated in the past several days. That combined with the fact that working offline wasa workaround suggests to me that they have some process to do with compression that accesses their servers.

Without info from Adobe, it could be anything. It could have been hanging on some sort of mundane check that isn't actually related to the process Captivate was trying to run. My experience of Captivate is that it is flaky. So it literally could have been something as simple as one of it's components checking for an updated definition of something.