Captivate 5 crashes after splash screen

Report · Mar 04, 2011

I've downloaded the trial version of Captivate 5 and every time I try to start the program, I can't get passed the splash screen.

I'm running:

Win7 Home Premium, 64-bit

i5 2.27 GHz

4 GB RAM

350+ GB memory available

Upon initial launch, program crashed and produced an error message: "Adobe Captivate is not responding." I changed the AdobeCaptivate.exe file properties to "Run this program in compatibility for: (tried all options)" and "Run this program as an administrator" and no luck. Making the file compatible to a previous OS version caused the file to simply freeze (rather than crash) but prevented the Trial Activation prompt when operating as compatible for versions earlier than Vista.

I've tried uninstalling and reinstalling 6 times, after following various recommendations on potential fixes. Have also tried:

Cleaner tool - http://www.adobe.com/support/contact/cs5clean.html

AdobeNotificationsDllFieldReplacementTool.exe

Deleting the "amt3.log" file from the temp folder (saw this in a previous post, I guess to look for process errors)

The only "error" message listed in the entire amt3.log file is "Sequence Error! PreValidate called after Validate!" towards the very end of the log sequence. I'm at the end of my rope here. I almost purchased Captivate 5 without downloading the trial version first. I'd still like to purchase it but not if I can't even get the trial version to work.

Someone please help. Thanks.

Report · Mar 04, 2011

Hi and welcome to this forum.

It sounds like you've tried most of the usual fixes for this installation issue.

I'm only a regular user like yourself but I know that the Adobe developers watch this forum closely for any issues like the one you're having. They'll usually chime in pretty quickly to offer assistance via some kind of screen sharing session so that they can investigate what's happening.

Stay tuned and be patient. Help is on the way, but even developers need a weekend.

Report · Mar 06, 2011

Hi,

Please delete the Captivate Preferences folder before you try launching Captivate again.

For Win7, Captivate Preferences folder is located at : C:\Users\<user name>\AppData\Local\Adobe

Here, you will see a folder titled 'Captivate 5'. Delete the entire folder and try launching Captivate again.

Please get back to us if the problem persists even after deleting Preferences.

Thanks,

Thejas

Adobe Captivate

Report · Mar 07, 2011

Hi Thejas,

Thanks to both of you for replying but I managed to resolve this yesterday

and meant to post it but I've been traveling.

I tried the suggestion in the last entry of this post and it worked:

http://forums.adobe.com/thread/685123?tstart=1

It was a font problem that was causing Captivate to hang up and once I ran

FrenzyFont, it started working (with compatibility set to Windows XP Service

Pack 3).

Report · Mar 10, 2011

Well I've had NO luck running Captivate 5 on my office system - Windows XP, or my home system Windows 7 Home Premium 64bit. I spent over an hour with an Adobe tech trying to get Captivate 5 to even launch on my home system, and we gave up. When I click the Captivate icon, I get the splash screen, and it says "Loading," but it never gets beyond that point. The same problem happens at work and at home. It's too bad, because if Captive 5 worked well I was going to upgrade to Tech Suite 3.

Report · May 19, 2011

Hello Aodhan,

Contact Adobe Support for Adobe Captivate, Adobe RoboHelp, Adobe FrameMaker, Adobe Tech Comm. Suite & Adobe E-Learning Suite by dialing :

Via Phone: USA 1-800-833-6687 Option 2 > Option 5 > Option 3

Via Email: TCS.SUPPORT@adobe.com

You can dial this number for any customer service and technical question.

Report · Aug 15, 2012

I have the same exact problem. I have spoken to TCS support and they suggested I delete all of my C:\WINDOWS\Fonts and reinstall them 1 by one. Or in groups of 10 and then try and launch the program with each new font group addition. This is beyond ridiculous! I have 484 fonts and this would take me days to do!! or at best 48 freeze ups until I find the incompatible font! There has got to be a better solution!! I DO believe that it is a font issue as I copied and then deleted my font folder and was able to open the program. When I copied ALL of my fonts back over, it failed to launch again. Isn't there a list of incompatible fonts available that I can compare MY folder to see if I have any that are on the "list"??

Please help!! MY trial period started when I activated it, but I have not been able to use it. Yet, my trial period continues to run and expires in 19 days. I fear that it will take me that long to get this resolved at this pace!!

Report · Aug 15, 2012

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