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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
      charleyriddle
      charleyriddle
      Known Participant
      March 9, 2021

      Jumping in to say I ran into the same issues with Captivate at about 2:00pm MST. I should be on the most recent version (I tried uninstalling and installing twice). Can't start new projects and can't save a current project after opening it. I receive a pop-up error that says:


      ..\..\..\source\components\ziputils\CPInternalZipUtils.cpp716
      Unknown exception

       

      Then I have "Retry" and "Cancel" buttons.

       

      I've got project deadlines this week. Extremely bad timing for all of us here!

      charleyriddle
      charleyriddle
      Known Participant
      March 9, 2021

      Just checked, I'm on version 11.5.5.553.

      T
      TheShawnRosler
      Participating Frequently
      March 9, 2021

      Re-confirmed: Offline doesn't work, either...tried it many different ways.  The only difference is I *might* be able to get a file to open, but once opened, when you click on slides, the graphic/background assets act as if they're not there.  

      A
      Arc-en-ciel
      Known Participant
      March 9, 2021

      It's so strange how it all works differently for different people. Lilibiri and others find that it works for them in Admin mode. But that does not work for others, including me. However, if I disconnect completely from the Internet, I can open at file (even one that gave me that message about the file already being open or is corrupt when I opened it while online).So, if I open it offline, there are no issues. I can do anything in the file and save it. I can work online with no issues and publish to our Adobe server, as long as I open the file while offline. 

      Allen_Partridge
      Adobe Employee
      Allen_Partridge
      Adobe Employee
      March 9, 2021

      Just letting everyone know that we are aware and searching for the cause. It appears to be something outside the application as there have been no updates - but it could be tangential. It appears to affect virtually everyone. We will let you know via eLearning community, here and elsewhere. Meanwhile please consider sharing any info you have with captivateHelp@adobe.com - esp. if you have identified reproducible patterns.  Thanks in advance,

       

      Allen

        T
        TheShawnRosler
        Participating Frequently
        March 9, 2021

        Just emailed with screenshots

        mkrumm-psa
        mkrumm-psa
        Participating Frequently
        March 9, 2021

        Folks, I disconnected my computer from the Internet and opened Captivate. It now works great. OK, so I then shut down Captivate, reconnected my Internetion connect, and re-opened Captivate. Now Captivate doesnt work. I am 99% sure now that Adobe is having an issue with their license server. 

          L
          Ludovick Martin
          Known Participant
          March 9, 2021

          I tried that, you're right, it seems to work when I'm off the web.

            A
            Arc-en-ciel
            Known Participant
            March 9, 2021

            Thanks, it worked for me too. I'll pass this along to the Captivate users in my company until this is resolved.

             

            T
            TheShawnRosler
            Participating Frequently
            March 9, 2021

            Same issue here...sad that Adobe can't be more aware of the issues they cause.  Is anyone else experiencing the "Adobe could not open the XXXXX:. Ensure that..." error as well?

             

             

              L
              Ludovick Martin
              Known Participant
              March 9, 2021

              I had both of those, but not everytime for the second one...

              T
              TheShawnRosler
              Participating Frequently
              March 9, 2021

              First file might open without that, but then the elements wouldn't show...on the plus side, I'm thinking this isn't an issue where mass file corruption occurred.  On the down side, well...Adobe.

               

              T
              TechM
              Participant
              March 9, 2021

              Hi, 

              Iam facing the same issue, the file is not being saved....and in few slides the elements on the screen dissappeared.

              It shows Unknown exception error.Kindly do the needful

              M
              MarkAllenSchneider17464699
              Inspiring
              March 9, 2021

              FWIW... I did an install on my home computer and I was able to successfully save and publish a file just now.  I'm not sure what this means, other than I will tranfer my cptx files to my home PC until this situation is resolved. Home PC is

                T
                Tamara - Chipola Habitat
                Participant
                March 9, 2021

                Add me to the list as well.

                A
                aprussing
                Participating Frequently
                March 9, 2021

                Anyone currently chatting with or reached out to Adobe Support about this issue?

                A
                Arc-en-ciel
                Known Participant
                March 9, 2021

                We are currently working with Adobe on a server upgrade. We have sent an email to the Adobe guys we're working with on that (with a link to this post) and asked for them to get someone to look into this or to provide us with a name. Told them the whole Captivate community is out. 

                  A
                  aprussing
                  Participating Frequently
                  March 9, 2021

                  I'm currently chatting with support too, here's hoping they are looking into the issue and we'll all be back in business soon!

                    A
                    another_default_user
                    Participating Frequently
                    March 9, 2021

                    Just adding on that I'm also having this issue.  I see a windows update to Defender went through today.

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