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Chicadita
Chicadita
Participant
July 11, 2017
Answered

Captivate 2017 Won't Open/Load to Start

  • July 11, 2017
  • 4 replies
  • 2967 views

I installed Captivate 2017 as a trial version today.  It will not load to start and the only threads in this forum are outdated (I did try their suggestions), so it seemed like time for a new one. 

  1. I am using Windows 7, 64-bit.  I meet all of the system requirements and have more than ample CPU processing, RAM, and video processing capacity. 
  2. I already tried uninstalling and reinstalling.  I searched for additional uninstall tools but did not see any.
  3. When I go to launch Captivate, the green box which says "loading" opens and can stay open for more than an hour if I leave it alone.  If I click on it, I get a Windows message of "this program is not responding, >close the program >wait for the program to respond." 
  4. I do have Flash.  I made sure it is up to date, although it doesn't seem to like Chrome all that much.  I also have the Adobe creative suite 5 (Photoshop, Illustrator, etc.) and don't know why that would create a conflict, but throwing it out there. 

I need to use this trial for school.  Any help is greatly appreciated. 

    This topic has been closed for replies.
    Correct answer Mayank_Meh

    Hi There,

    If it is stuck on the start up loading screen then it could be an issue with some custom fonts installed on your system. Can you try the fonts troubleshooting and check if this resolves the issue? 

     

    Please follow the below steps:

    1. Go to: C:\Windows.
    2. Copy the Fonts folder and paste it on your desktop as a backup.
    3. Once the backup of Fonts is taken then go back to "C:\Windows\Fonts".
    4. Delete all the Fonts you can. (You might not be able to delete all the fonts).
    5. Once the Fonts are deleted then try to launch Captivate again.
    6. Once it launches fine then it means that some custom Font is causing the issue.
    7. In that case copy 50 fonts at a time from Backup Fonts folder and paste it back to "C:\Windows\Fonts" and launch Captivate again.
    8. If it launches fine then repeat the Step 7 till you find the culprit font.

    Let me know if this works.

    Regards,

    Mayank

    4 replies

    D
    dbrown60657
    Participant
    June 13, 2018

    I just stated to  have this same issue.  I tried to delete the fonts as suggested and my system would not allow me to remove them (I guess I don't have the rights).  What's strange is that it was working for the first two days after installing now when I try to launch the application nothing happens.  When I try to open a file thinking it might force the application to launch nothing happens that way either.  My next step is to try and in-install it from my machine and place it back on.

    Lilybiri
    Lilybiri
    Legend
    June 13, 2018

    Try first to clean the Preferences. Close Captivate, look in the installation folder for the subfolder 'utils' and launch the CleanPreferences... file corresponding to your OS.  You will need Administrator rights. Are you running Captivate with the option 'Run as Administrator' if you are on Win?

    T
    Trainer_Mike
    Participant
    August 14, 2018

    Thanks Lilybiri

    Running the CleanPreferencesWin just worked - Captivate opens now.

    sandilem66077927
    sandilem66077927
    Participant
    April 16, 2018

    I had the same issue, and your suggested solution resolved it completely.

    Thank you for your help.

    M
    Community Manager
    Mayank_MehCommunity ManagerCorrect answer
    Community Manager
    July 11, 2017

    Hi There,

    If it is stuck on the start up loading screen then it could be an issue with some custom fonts installed on your system. Can you try the fonts troubleshooting and check if this resolves the issue? 

     

    Please follow the below steps:

    1. Go to: C:\Windows.
    2. Copy the Fonts folder and paste it on your desktop as a backup.
    3. Once the backup of Fonts is taken then go back to "C:\Windows\Fonts".
    4. Delete all the Fonts you can. (You might not be able to delete all the fonts).
    5. Once the Fonts are deleted then try to launch Captivate again.
    6. Once it launches fine then it means that some custom Font is causing the issue.
    7. In that case copy 50 fonts at a time from Backup Fonts folder and paste it back to "C:\Windows\Fonts" and launch Captivate again.
    8. If it launches fine then repeat the Step 7 till you find the culprit font.

    Let me know if this works.

    Regards,

    Mayank

      Chicadita
      ChicaditaAuthor
      Participant
      July 11, 2017

      Hi Mayank_M,

      That was EXACTLY it!  I went from over 1,400 fonts to 150 fonts and Captivate launched instantly!!  I put them all on an external USB drive just to make sure they were off of my computer completely.  I now have a lot of fonts to go back through.  When I narrow down the offending font, I'll post it here.  I lived in Japan for 3 years and have kanji fonts, but installed the English US Captivate, so it might be one of those, but I certainly have too many fonts to know right away which one it is.  Thank you SO MUCH!!!!!

      -Lacey

      R
      Raizza Reyes
      Participant
      February 21, 2018

      I encountered a similar issue. Did you manage to list out the Fonts that are causing the issue?

      Thanks

      Pam

      Lilybiri
      Lilybiri
      Legend
      July 11, 2017

      In Chrome the Flash player is not enabled by default, you have to do that manually.

      Be sure that install is not on a networked drive, that both paths in Preferences point to folders on your system as well.

      Run Captivate as Administrator.

      Chicadita
      ChicaditaAuthor
      Participant
      July 11, 2017

      Hi Lilybiri, I did do the enable for Flash in Chrome as I found from the other threads the same thing.  I double-checked my Captivate install and it is just in the usual C: programs folder.  I tried right clicking to "run as administrator" on AdobeCaptivate.exe but had the same response as I previously posted.  Good suggestion about the administrator run, but it wasn't the solution.  Thanks for the idea!

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