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natasha.milburn
Participant
April 23, 2020
Question

Video Demo crashes Captivate

  • April 23, 2020
  • 1 reply
  • 974 views

Hi All 

I know this has been asked before and I have tried all the fixes suggested, I'm hoping someone may have a new idea. When I click Video Demo to create Captivate just shuts down:

- I have tried rebooting

- I’ve updated the software

- I’ve tried running while all other programmes are closed

- I’ve tried running as an admin

- I don't have a webcam or any webcam drivers installed

 

This has only just started and has been fine for the last 3 months, nothing has changed with my setup so I'm not sure why this has suddently started. Any help would be appreicated!

Natasha

This topic has been closed for replies.

1 reply

RodWard
Community Expert
RodWardCommunity Expert
Community Expert
April 24, 2020

If it worked fine for months and then started doing this, something MUST have changed.  Was there some silent update to the Windows OS?

 

Another user recently reported a similar issue and said it was fixed after he uninstalled and reinstalled Captivate.  If you do this, make sure you select the option to delete Preferences.

N
natasha.milburnAuthor
Participant
April 27, 2020

Thanks Rob, IT have just tried this this morning and sadly the problem continues. Do you have nay other ideas?

 

IT suggested shariing the following message from Event Viewer, I don't know if this means anything to you:

Faulting application name: AdobeCaptivate.exe, version: 11.5.1.499, time stamp: 0x5d42e02b
Faulting module name: KERNELBASE.dll, version: 10.0.17134.1184, time stamp: 0x8569b554
Exception code: 0xe06d7363

 

Thanks

Natasha

    RodWard
    Community Expert
    RodWardCommunity Expert
    Community Expert
    April 27, 2020

    The message shows that the Captivate EXE is conflicting with a DLL call kernelbase.dll. This is a Windows System DLL buried deep inside the C:\Windows folder.In IT circles this type of problem is known as "DLL hell". 

     

    Somewhere on your system there is another application that is making use of the same DLL and the resulting conflict is causing Captivate to crash.  You need your IT guys to find out what the other app is that is also wanting to use this DLL at the same time as Captivate.

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