Cannot see elearning assets

[erics22574684]

I installed the characters to  C:\Users\Public\Public Documents\Adobe. I can see the assets in the folders but when I try to access through Adobe, either from "My Assets" or through the Media drop  down they do not show up?

[Lilybiri]

Did you install them from Media, Characters?

Which version do you use? I know there were issues with the first release of a version, not the most recent.

[MCHCP-WCS]

I have the same issue. I am using Windows 10 and have installed Captivate 2019 with version 11.5.0.476. I ran the separate installer for the media assets and then ran the setup.exe file in the folder. The characters appear in the C:\Users\Public\Documents\Adobe\eLearning Assets folder. I closed and restarted Captivate after installing the media file. When I open Assets, nothing appears under any of the categories.

[Lilybiri]

Did you clean Preferences?

[MCHCP-WCS]

Yes. I just did that. I closed Captivate, ran the clean preferences file, renamed my old eLearning Assets folder, downloaded the installer again and executed file. I checked that a new eLearning Assets folder had been created and that there were images in the folders. I then reopened Captivate. I still have an empty screen under assets.

[Lilybiri]

Whay you did is not clearing the Preferences. To do so you  need to run the file CleanPreferences... which you find in the subfolder 'utils' under the installation folder.

The structure of the eLearning Assets folder is now totally different. Will switch to a system which has 11.5 and send you a screenshto. I am on Windows, forgot to ask if you are perhaps on Mac?

[MCHCP-WCS]

I did go to the 'C:\Program Files\Adobe\Adobe Captivate 2019 x64\utils' folder and run the CleanPreferencesWin.bat file. I am on Windows 10. After doing that, I did the other steps as outlined previously. Sorry for the confusion.

[Lilybiri]

This should be the structure of the eLearning Assets in Public Documents:

I took this screenshot on a system where I installed a brand new version of 11.5.0476, no other CP versions. The content folder has most assets for the Assets panel.

[MCHCP-WCS]

My folder looks like this:

[MCHCP-WCS]

I decided to try downloading a character under the Discover tab. When I did so, the Characters_11_5 folder appeared in my eLearning Assets folder. When I open the Assets window and choose the Downloads tab, the new character appears. I still, however, do not have any images on the Assets tab.

[Lilybiri]

I posted a blog (will post link separately) where I explained some differences with previous versions. There should be thumbnails in the Content folder, under Characters\Children. Do you have them?

[MCHCP-WCS]

Under Content > Characters, I have numbered folders. In each folder there is a Children folder with .png images. For example:

[Lilybiri]

Do you now have the folder Characters_11_5? You didn't have it when you showed the screenshot.

The images under the Children folders are the the thumbnails, which you shouild normally see in the Assets panel.

You don't see buttons, icons etc????

[MCHCP-WCS]

I do now have the folder Characters_11_5 since downloading the one character file. The folder Characters_11_5 contains one subfolder, Assets and in that folder tree is the one image that I downloaded.

In the Assets window of Captivate, under the Assets tab, I do not see Projects, Characters, Icons, 360 Assets, Images, Videos, Audio or Buttons. Each screen is blank.

Under the Downloads tab, under the Characters section, I see the one character that I downloaded. The Projects, Images and Videos sections remain empty with the note "You have not downloaded any content yet. Discover some content ​here​."

[Lilybiri]

Not sure, but since I see an exe file there, did you perhaps install the eLearning assets from the previous version, which needed a separate download and installation? That is not the case for this version, all was installed with the unique installation file (which was bigger than for older versions). It is just an idea, looks like the UI is still following the rules of the former version. Can you see Characters under Media, Characters?

[MCHCP-WCS]

I renamed my old eLearning Assets folder to make sure this was a clean install. I went to Adobe and used this link: http://www.adobe.com/go/Cp2019_win_assets_installer to install the assets.

[Lilybiri]

Hmmm.... look at the release notes with installation instructions:

Adobe Captivate Help | Adobe Captivate (2019 release) Update 2 Release Notes

[MCHCP-WCS]

I deleted the eLearning Assets folder again. I went back to the adobe link (http://www.adobe.com/go/Cp2019_win_assets_installer) to download the asset installer. When it installed this time, this is the folder structure it left.

I did not run Set-up.exe this time. And, again, no thumbnails appear in the Assets window under any of the Asset tab categories.

I did look at the release notes page you linked above. I am not sure what information you wanted me to see specifically, but I reviewed the notes, the instructions, what's new and did not see anything that helped.

[Lilybiri]

Content is missing. I am out of ideas, will try to find someone from the staff to help you out. So strange that you sitll have the Characters 11_0 folder, which I never got.

[Charushree_MB]

Hi,

This could be happening because you might have connected to Corporate proxy network. there is a issue with Asset panel loading when its connected through firewall. Please try connecting to your Home/phone network and see if the Asset panel loads fine.

Thanks,

Charu

[Lilybiri]

Thanks for popping in, Charu. Hope this solves the problems for the user, crossing my fingers.

[Gaanf]

Hi Charu,

Do you have any information if a fix for this is currently worked on and can be expected anytime soon, or will we have to live with it at least until the next major release (or beyond)?

I'm suffering from the same issue. Same is true for me for SCORM Cloud Preview by the way - doesn't work when connected to Corporate proxy network.

[MCHCP-WCS]

This software is on my work computer. I do not have access to an outside network. And, yes, it does go through a firewall. I need to know if there is going to be a fix for this issue in the near future.

Thanks for all of your help in trying to track this issue down!

[Oli_Pel]

Hi! Samething happen for me. I have this issue on my work computer.

[msn83837654]

Hi we are experiencing the same issue.  We are running a fresh install of Captivate version 11.5.1.499 on a Windows 10 laptop.

If we connect the laptop with a direct internet connection, the program loads fine and we are able to create a new project within around 10 seconds.  From a wireshark trace we also see hundreds of requests to the IP address of elearning.adobe.com while the program loads.  If we then choose Assets, they display correctly and the program behaves as expected.

However, as soon as we connect to our corporate network, with the laptop behind a proxy server, things change.

When loading Captivate, it takes around 50 seconds before we can create a new project.  During this time the wireshark trace shows little or no requests to the ip address for elearning.adobe.com.  If we then subsequently try to display assets the program hangs and we have to end task it.

So the first question is, why does Captivate behave differently when we configure the laptop to use a proxy server?

To clarify matters, the proxy and firewall do NOT block any port 80 or 443 traffic.  Viewing the proxy logs there are no denies for requests from the laptop running Captivate. (If we go to elearning.adobe.com in a browser it works fine through the proxy.)

So we know the install is fine, as it works when connected directly.  The only difference is when we connect the laptop behind the proxy.

What needs to be done to get this product working on the corporate network as it is unusable at the moment?