Captivate 9 Can't create a NEW Blank project or Responsive Project

[gerrymac666]

I have had Captivate as a new install on my laptop for about 3 weeks. Everything has been working great so far. Today I tried to create a New Blank project. I can select it from File>New Project> Blank Project, then there is a progress window displayed however it disappears after 5 sec's and nothing else happens. This is the same for creating a new responsive project. I can create a new project from a project template and this works OK. However if I try to insert from PowerPoint or create a new software simulation I get a fatal error and Captivate closes down! I can reopen existing projects.

Any suggestions would be appreciated.

cheers

Gerry

[Lilybiri]

Did you try to clear the Preferences. In the sub folder 'utils' under the

installation folder you find two CleanPreferences files. Run the one

appropriate for your OS whole CP is closed.

[gerrymac666]

Hi Lilybiri, Yes I have already ran the file I am using Windows. Strange I can create a new project from a project template but none of the other 'New' options will work... I have put a call in with our IT to have Captivate reinstalled again to see if that will help.... thanks for your reply

[Lilybiri]

Can you check if the paths mentioned in Preferences are pointing to a folder on your system, not on a networked drive? Do you run Captivate as Administrator? Clear the cache, please (Preferences). You didn't tell if this is a new installed version or if you already had an older version? Many users 'forget' to read the release notes, which indicate to clean Preferences but also to delete folders in the Public documents, like Layouts (themes), Interactions (have been updated for latest version of 9.0.2.437), Sample projects.

[gerrymac666]

Yes all path all checked and are pointing to local folders. I am a seasoned Captivate user so am aware of these settings. It is a clean new install on a new laptop, so no legacy Captivate files/folder. It is a strange fault, Captivate is crashing when I try to create new project from Ppt and if I try to create a new software simulation. Luckily my project I am working on has not been corrupted and I have made a copy of my custom template and custom theme. IT have the laptop now and will do a reinstall. Hopefully that should correct this issue. Many thanks for your help and suggestions Lilybiri 

[Lilybiri]

Do you Run Captivate as Administrator? That is a question you didn't answer. Especially for software simulations this is important.

[gerrymac666]

Unfortunately this particular company I am working for at the moment don't allow anyone except IT to have admin rights...

[RodWard]

Looks like you're in for a rough ride with Captivate if they won't at least set up that one application to be able to Run As Administrator.

Other companies have been able to achieve that but it apparently requires advanced IT Networking skills.  Why not challenge your IT dudes to see if they can pull it off.

[gerrymac666]

Thanks Rod I will have a chat with the IT lads tomorrow and see what they can do for me.

[Lilybiri]

Well, it could be the reason for your problems. From the threads on this forum I learned that the most recent version of CP is much more sensitive. To be able to run only one application as Administrator, doesn't require full admin rights at all.

[ferits76401998]

I have same problem.

We tried to reinstall all packages with IT but no success.

We are still trying to find a solution.

[Lilybiri]

Did IT delete what is mentioned in the release notes?

Another idea: in the past several users reported that (corrupt) fonts caused issues for Captivate.

[gerrymac666]

We also reinstalled Captivate and ran it in admin mode but the issue is also still there. Next step is IT will reimage the laptop tonight and do another reinstall tomorrow. Hopefully this will solve the issue but doesn't provide an answer to why it has happened. I am lucky that it is a new laptop with very little work files stored on it.  Just to confirm again I am working from the laptop hard drive.

[ferits76401998]

In addition i am using captivate 8.

I answered this question because this is the only one topic related with this issue. I dont think this problem is related with any update process.

Poblem occured during normal working on my current project and still continue.

I left my laptop to the IT service, and I am using tablet.

I hope they can find the problem easily and fast.

[RodWard]

If they are intending to re-image the entire hard drive you should be making sure there are NO project files on that laptop that are not backed up to the network somewhere, otherwise you are about to lose them.

[gerrymac666]

Thanks for the heads up Rod I have already done that, just part of the way I work always make backups belts and braces!

[ferits76401998]

We fixed it.

After cleaning of cache and preferences manually as described above.

Delete the folder of eLearningAssets under the public documents folder and done.

I hope you can fix with same way.

Thanks.

[gerrymac666]

Great news! If you delete the eLearningAssets folder do you lose the assets within Captivate I.e learnin interactions, cut-out character, etc?

[Lilybiri]

I never delete the whole folder, only Sample Projects, Layouts, Interactions. Those will be restored from the originals in the installation folder when you restart Captivate. Characters will have to be reinstalled if you delete the whole folder. Custom items, if stored in the folder, will be lost as well. Not a very good advice, I'm sorry to say so. Layouts, Interactions and Layouts are mentioned in the Release notes (not all of them, depends on the patch), but Characters never. This means that custom assets will have to be downloaded again from the eLearning Brothers site, and you know that is a pain...

[gerrymac666]

Ok thanks I will see how the reimage/reinstall goes tomorrow. At least I have a better idea where to look if this arises again. Thanks to you all for your prompt replies and support, it is much appreciated cheers Gerry

[ferits76401998]

Sorry to say but, before this step we allready removed all things to solve the problem.

I dont know what is related in this folder, but I am sure, that was the step what we did to fix.

Better than formatting whole disk.

[carolinew35731483]

Also cannot open new blank project - I am very frustrated

tech support apparently has not encountered this issue

Uninstalled, installed and no results

[Lilybiri]

When you reinstalled, did you delete the folders talked about and clean the Preferences?