Participant

Answered

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

G

gaben79580520

Participant

Same issue here!

mkrumm-psa

Participating Frequently

Any Mac users having this problem?

M

MarkAllenSchneider17464699

Inspiring

Since several of use are going through this with different versions of Captive (v19 here), it's possible a MS Windows update has caused this problem. I did not have a Captivate update, and this came on after a Windows update. Adobe and MS will need to talk with each other. Meanwhile I'm hosed until they resolve this.

mkrumm-psa

Participating Frequently

Mark, I initially thought that too, but I ran a test using both Windows 10 and on an old Windows 7, both Captivate runs generated the same error. This leads me to believe this could be an Adobe license server issue...maybe. Just a guess. I mean, it would explain why some ppl are ok, and others not, regardless of version of Captivate, or version of OS, etc. Would be interesting to know if Mac users are having this same issue.

E

Evverest

Participating Frequently

I'm experiencing the same issue. I worked on these files two days ago and today I can't save files. I downloaded a new installation of Captivate 2019 - and still experiencing the same problem.

Version: 11.5.5.553

Error: Unknown Exception
\source\components\zipputils\CPInternalsZipUtils.cpp716

M

Michele M

Known Participant

Does Adobe follow this or should we be calling them to report the issue?

E

Evverest

Participating Frequently

I don't think that they follow this. Will reach out to support and point them here, as my time is limited today.

mkrumm-psa

Participating Frequently

Problem appears to be related to release 11.5.5.553.

People having previous releases are not having a problem.

Uggg - I feel sorry for the person at Adobe who issued the release.

S

Storrow

Participant

is downgrading possible?

S

Storrow

Participant

just started having this problem right now. nothing has worked to fix it. i cannot save as or create a new project either.

ericap54609255

Participant

11.5.5.553

Same issue here.

M

Michele M

Known Participant

Hi, same issue here. Just downloaded the latest version of Captivate hoping that would fix it and it didn't work.

Michele

R

Reinhard Fröhlich-Steiner

Participating Frequently

Hi!

HAve the exact same issue - just that doing CleanPreferences.bat doesnt help...

Any other ideas?

thx

- Reinhard

H

Heather Kay

Participant

I am also having the same issue. It just started today. Been working in Captivate all day yesterday with no problems. I tried the suggestion above and that didn't fix the issue.

Paul Wilson CTDP

Community Expert

Here is what I would try...

Using Windows Explorer, navigate to the following folder: C:\Program Files\Adobe\Adobe Captivate 2019 x64\utils

Double click on CleanPreferencesWin.bat

This will reset your installation of Adobe Captivate back to its initial installed preferences (you will lose any settings).

Also...

The file werfault.exe is part of the Windows operating system, specifically to report Windows errors back to Microsoft. I'm not a software engineer but it's possible you have corrupt Windows system files. Here are my steps to checking and correcting for this.

Open a command prompt with administrator rights and type or copy and paste each line below and hit enter. Wait for each step to complete and then copy and paste the next line and so on. Don't worry if there is nothing wrong with Windows. This is non-destructive and if there is nothing wrong with your PC these steps won't harm your computer.

dism /online /cleanup-image /scanhealth

dism /online /cleanup-image /restorehealth

sfc /scannow

chkdsk /scan

Paul Wilson, CTDP

C

cazimier

Known Participant

Hi Paul, I'm getting the same issues. I was fine yesterday. Today I cannot save my files. Started getting the zipUtils error. I have opened multiple CP files but none will Save As to a different filename. I have tried a few different CP files with same results. I also tried to clear my eLearning assets and cache but it did not reset my preferences. My default saving location is in a custom folder where I have my working files. CP saves as to the default My Cp Projects folder even though my custom location is still appears in the preferences. Any more suggestions? Neither clearing eLearning assets and nor running CleanPreferencesWin.bat made any difference.

I'm on Win 10 with Ofc 365. Cp2019 v11.5.5.533

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