404 error: file not found. Captivate 2017

Report · Feb 15, 2018

Hi,

I'm on Captivate 2017 and after 2 years of publishing projects on Captivate absolutely fine, I am suddenly not able to make a working export file. When I preview any project in the LMS SCORM cloud, I get an error message:

Any reason why this could be? I have not changed anything on my computer- not where the files are stored, nor the username, nor the subscription.

I hope someone can help.

Kind regards,

Ruth

Report · Feb 15, 2018

Is this happening to all files? If yes, please clear the cache to start with. If it is not helping, try clearing the Preferences. Which OS do you use? Do you run Captivate as administrator?

Report · Feb 15, 2018

Hi Lily, thanks for responding so quickly.

Yes, it's happening to all files. I've cleared the cache already. Can you talk me through the steps of clearing the preferences?

I'm on a Mac, and yes, I run Captivate as the administrator.

Report · Feb 15, 2018

Look in the subfolder 'utils' under the installation folder and run the file CleanPreferences for Mac, while Captivate is closed.

If you use HIgh Sierra, be sure to install the hotfix as explained in:

Captivate 2017 HTML5 Preview/Publish broken in OS X High Sierra (10.13 or higher) | eLearning

Report · Feb 15, 2018

You're on a MAC? Did you by any chance just update your OS to High Sierra?

Report · Feb 17, 2018

Bingo! Thank you, I'll look into the fix that Lily suggested and report back to see if it works.

Report · Feb 17, 2018

By the way, it's crazy that Adobe doesn't notify us about things like this. If it wasn't for you guys I would never have made the connection between the Mac update and this issue. Really, we ought to be emailed if there are major problems like this happening! Thanks for helping out.

Report · Feb 17, 2018

Unfortunately, the update didn't work for me. First when I downloaded it and tried to open it it refused, saying the download might be damaged or incomplete. When I clicked on it again, it did open but then only got up to 2% and then said the update could not be completed. Here is the error log it showed me:

I'm on Captivate 10.0.0.192 and Mac OS High Sierra 10.13.1.

Any clues as to what is going on here?

Thanks for your unending support!

Report · Feb 17, 2018

I'm only a humble Windows user. My guess would be that if it thinks the update is not applicable it must think you are currently already on the highest version.

I would suggest you do a complete uninstall and reinstall. Make sure you get rid of Preferences as well before you reinstall.

Report · Feb 17, 2018

Per the download page Lieve pointed to,

"You must have Captivate (2017 release) version 10.0.0.192 installed on your computer.

To check the version, click Adobe Captivate > About Adobe Captivate."

Double-check that and post back the results.

If that matches, then maybe we can get the attention of Adobe that there's something going on with that update (not an easy task).

If not, then there's the issue with the patch...but that doesn't really help resolve your problem...

But one step at a time...

Report · Feb 19, 2018

Yep, 10.0.0.192 is my version of Captivate, as I said above:

Report · Feb 21, 2018

OK, after about an hour's wait, I finally managed to chat with someone from Adobe who pointed me to the new build (not officially released yet) for Captivate: Captivate 2017 new build.zip - Google Drive

This seems to have fixed the publishing problem that was caused by the High Sierra update conflict.

Thanks for your help.

Ruth