Participant

Question

Captivate 2017 32-bit fatal error crash

Forum|Forum|8 years ago
January 14, 2018
3 replies
668 views

Greetings all,

I'm running the 32-bit version of Captivate 2017. It's constantly crashing, no specific pattern to it. Upon saving, clicking to a new slide, etc.

I'm running it locally, not across a network, with a local user profile, however I am not an administrator of this machine; it's not permitted due to company policy.

However, I'm not sure that would make a difference as I see others have had this same issue while running it as Administrator.

I also see that same individual who was experiencing this was only able to resolve the issue by installing the 32-bit version.

Unfortunately I'm already on that version so that's not an option.

I've cleared the cache and renamed the backup file so am working from it, since experience working with a .cptx file that previously crashed taught me it is irrevocably corrupted.

But it's still crashing.

Would appreciate any suggestions; otherwise I'll plan for the 3-hr support call with Adobe. 😐

This topic has been closed for replies.

M

Mayank_Meh

Community Manager

Hi Kelly,

Can you please check if it works fine in local Admin account? For this you will need to involve your IT. If it works fine there then it is quite possible that there could be some Group Policy that could be causing the issue.

Also are you by any change using any LAVA Soft application? If yes please try to remove it and then check if Captivate works fine.

If you still get issues I would request you to please contact support @ https://helpx.adobe.com/contact/support.html

Regards,

Mayank

kellykelleyAuthor

Participant

Thanks for the reply Mayank. What eventually resolved this was when my laptop was due for a scheduled reimage, I requested Admin rights for my machine and received them. From there I did a fresh install of Captivate 2017 and so far have not had any further problems.

Thanks everyone for your assistance.

-Kelly

kellykelleyAuthor

Participant

Update: another crash, 50 minutes later from my previous post. Occurred attempting to open a learning object that was previously edited.

Lilybiri

Legend

I'm so sorry. In the past some users had that kind of problems due to a conflict between (corrupt) fonts and Captivate. Do you have a lot of installed fonts, besides the fonts installed by the OS?

kellykelleyAuthor

Participant

I'm afraid not, I've just got the ones that came with the basic installation. Thank you, though.

I guess my next step will be to call Support.

Lilybiri

Legend

Did you already clean the Preferences? Problem is that you'll have to do it manually since you have no Administrator rights. Or can have someone from IT do it for your? Easy way is to close Captivate, to search in the installation folder for the subfolder 'utils' and to run the CleanPreferences... fitting your OS. Restart Captivate and a fresh version of the Preferences folder will be installed. You'll lose customisation, as described in this article:

Captivate 8.0.1 Install? Keep your Customisation! - Captivate blog

The long, manual way is to look in your profile for the folder Captivate_10, to backup it and delete. That is the Preferences folder. I could offer you the full path for Windows, but have no idea about Mac.

\users\your username\AppData\Local\Adobe

kellykelleyAuthor

Participant

Thank you Lilybiri. I removed Preferences the long manual way (which really only took seconds) and I see the Preferences folder did indeed rebuild itself upon launching Captivate. Hopefully this resolves the issue; I'll leave this question open for a couple of days and will update results. Appreciate your help.

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