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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

      Show previous replies
      L
      Ludovick Martin
      Known Participant
      March 10, 2021

      It's morning here, just came in to work, Captivate seems to be working for me. I opened a little project that I use to test things, and I was able to modify it, and save multiple time. Am I alone? Anyone els being able to work at their projects today?

        N
        nicoleb87452205
        Participant
        March 10, 2021

        Captivate is working for me this morning also. 

        T
        TheShawnRosler
        Participating Frequently
        March 10, 2021

        UPDATE AS OF 3/10 0803 EST

        We're back in and able to work with files for the moment (online, not in Admin mode, etc.).  Would definitely appreciate an explanation of what occurred...

          F
          Foresight 3D
          Participant
          March 10, 2021

          Today was a complete write-off for me with this error after trying a number of things including running the dcache app, zipping folder contents and renaming as a dot cptx file.

           

          I was then able to open a file that I had open last week and saved as the latest version.

          This is the worst bug I have over 20 years of being a loyal Adobe user. Please help us fix this.

          W
          webm46863848
          Participant
          March 10, 2021

          The suggestion about running as admin does not work for me. I continue to have the same issue.

          C
          cissileam98002095
          Participant
          March 10, 2021

          I had some luck shutting down Creative Cloud.with several of my users.

           

           

            A
            Arc-en-ciel
            Known Participant
            March 10, 2021

            Thanks for the tip. I just tried it and that worked for me. I just went into Task Manager and and clicked End Task on the Create Cloud processes. 

            RodWard
            Community Expert
            RodWardCommunity Expert
            Community Expert
            March 10, 2021

            One other wrinkle to this issue that we have just discovered is that WDGT widget files can no longer be inserted into Captivate projects.  Captivate will reject a valid WDGT file and show a dialog that says it is not a valid widget file.

             

            The issue seems to be connected to the same one that is preventing Captivate users from being able to save and close CPTX files.  A CPTX file and a WDGT file are bot actually renamed ZIP files. 

             

            The root issue in both cases seems to be that Captivate for some reason is unable to unzip or zip files during normal operations.

             

            We have confirmed that disconnecting from the internet allows WDGT files to be inserted normally, just as it allows CPTX files to be saved and closed for many users.

             

            Hopefully Adobe will resolve the issue very soon and we can all go back to normal work again.

             
            SBWELL1469718
            SBWELL1469718
            Participating Frequently
            March 10, 2021

            Issue seems to involve file compression. Is Captivate using installed Windows components for compression?

             

            I'm seeing the CPInternalZipUtils error on file close. Even when I'm closing without saving - so I'm assuming that's because Captivate is having trouble writing to it's backup file. When I open the backup file, images on the page I had open at the point I closed thefile are no longer visible - not because the images aren't present, they're just not displaying - which again might hint at the corruption being in the compression part of file saving. 

             

             

             

             

            ChrisG LMS
            ChrisG LMS
            Inspiring
            March 10, 2021

            Our other captivate users (4) encountered this same problem this morning then I encountered it at about 3pm EST after working and saving in captivate all day yesterday and today.

             

            I am a bit surprised with all the info there is now on this issue, we don't have a fix yet.  While we don't have a huge deadline like some others do, it has wiped out 4 man days so far.

             

            Hopefully soon...

            aarons12556709
            aarons12556709
            Participant
            March 10, 2021

            I've got the same issue.  Captivate crashes when I'm trying to save. Is it possible to downgrade Captivate and go to an older version?

            e-ceballos
            e-ceballos
            Participating Frequently
            March 10, 2021

            Try working captivate offline, It worked for me

            R
            Rstish5D5E
            Participating Frequently
            March 9, 2021

            I am on window 7 with Captivate 2019 11.5.5.553. I checked Windows Update. There is none. I was working this morning but now getting this issue. Opened a new project with blank slides. Even it can't be saved.

            e-ceballos
            e-ceballos
            Participating Frequently
            March 9, 2021

            Same error here.

            I was working with a project and when I tried to preview it said it failed. After that I cannot save nor close the project without the error. I tryed in 11.5.5.533 and with 11.5.0.476

            😞

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