Captivate 9 - Characters don't show up

[PhiDoZ]

Hello,

when I try to add characters (clicking Media/Characters), nothing shows up in the Assets window.

Several Categories are proposed but they are empty.

I looked up in C:\Users\Public\Documents\Adobe\eLearning Assets\Characters_9_0; there are dozens of characters in the Categories, but the PNG files they contain don't open. Photoshop says the format isn't recognized...

Any help/idea?

Thanks

[Captiv8r]

When you look at those characters, do you also see a link to download?

I know Captivate ships with a very limited set of characters. You must later choose to download and install them.

Cheers... Rick

[PhiDoZ]

Thanks for your quick answer,

I installed Adobe_eLearning_Asset_LS21 so I have plenty characters installed; I even downloaded some from eLearning Brothers; none of them show in the assets window.

I confirmed Captivate seeks for the characters in C:\Users\Public\Documents\Adobe\eLearning Assets\Characters_9_0 (I renamed 'Casual' to 'Casualxxx'; Captivate character category list has been updated).

I'm very surprised to see that none of the PNG files can be opened under windows...? Could it be the problem?

I uninstalled / reinstalled Adobe_eLearning_Asset_LS21 twice, it's always the same.

[RodWard]

Some of these installations are a two step process.  the first step just unpacks the install files to a folder, usually on your desktop.  Then the second step is to execute the setup.exe file in that folder.  Are you sure you have performed both steps?

[PhiDoZ]

yes I performed both steps.

I'm going to install CP and Adobe_eLearning_Asset_LS21 on another PC; I'll let you know if it works.

Thanks for your help, and yes an Adobe support person opinion on that issue would be welcome.

[PhiDoZ · Accepted solution]

Hi,

the problem disappeared after Captivate 2017 installation!

Thanks for your help.

[AndrewTexas]

The eLearning Brothers characters are all avail in CP9 and it doesn't require any installations or two-steps process. Basically install CP and then click on the Assets button / Get Free eLearning Assets. That will give you access to our site which gets updated monthly "on the fly" without any additional work on the users part.

From your thread it seems that you've found the characters, downloaded some and then looked in your Assets area (where the characters should be visible) but you can't see them. If this is correct, that's strange, I've never seen that before. You are also seeing them in the systems folders which means that you've truly downloaded them. (Yes you are also correct that you can't open the images from there.)

At this point I think that an Adobe support person needs to respond. You've done everything right.

[warmstrong]

Yes, I am experiencing that issue now. Never been a problem before. All of a sudden when I download an asset from learning brothers it shows up under the assets folder but will not show up in captivate. It also made me re-sign into the learning brothers site through captivate yesterday as well? I am not sure if something has been changed with image and account authentication?

[warmstrong]

I am experiencing this issue now. Never been a problem before. All of a sudden when I download an asset from learning brothers it shows up under the assets folder but will not show up in captivate. It also made me re-sign into the learning brothers site through captivate yesterday as well? I am not sure if something has been changed to the image and account authentication?

[Lilybiri]

Did you post this question on the website of the eLB? In CP2017 there is a bug, which can be solved by a hotfix. Which version do you use?

[warmstrong]

I am on captivate 9.0.2.437.

No I have not posted on eLB website although I did do a search on there and did not find anything on the issue.

[warmstrong]

I just spoke with eLB and they said it is an issue on Adobe side. They said to simply log in via web, download the asset and drag it into your project. Thanks for answering.

[ibray25]

Can you be more specific about what you mean by download the asset and "drag into project"?  I'm on Captivate 10.0.0.192, don't see any characters even though they are present in the folder C:\Users\Public\Documents\Adobe\elearning Assets.

[Lilybiri]

You can import them from that folder in the Library, and drag them on slides. Or try to import directly using the Media button, Image.

[warmstrong]

Sure. Basically, log into the eLearning brothers website using the credentials you set up when you accessed the assets from within Captivate. The member login link is in the top right corner of the page.

http://elearningbrothers.com/

Navigate to the download side tab.

Everything you tried to download within captivate should be listed there.

Select the one you want and select download on the right.

Save to your project folder on your pc or mac. Then open your project folder and either drag your saved image into your captivate project which will put the image in the project library or import the image into your captivate project library.

[HamiltonHospital]

I have the same issue of not being able to download assets such as cutout people. I tried logging into eLearning Brothers but only to find that I do not have access to Cutout People...

[warmstrong]

I would suggest contacting eLearning Brothers by phone or use their chat option. They can possibly assist you with making sure your accounts are linked. Also, make sure when you log in for the first time through captivate you use the same login on the eLB website.

[HamiltonHospital]

I got it! Thank you!

Like what you said, I have to click "Download" to see the ones I tried to save. The cutout people assets are dated and I need to click "Download Again" and save to file. Not sure why they changed to this. Now the saved assets are not longer embedded in Captivate, they work like any other graphics saved on the computer.

[warmstrong]

Great. Yea I believe it is an interface issue that Adobe is creating a fix for. At least that is what I was led to believe but for now, we just do it manually. If you don't mind mark my original answer with screenshots as helpful that way people get to see it and may not have to read through all the threads.

thanks

[HamiltonHospital]

I am more than happy to do that. How can I do it? I can’t find the find the button for this action…

[warmstrong]

If you are on the https://elearning.adobe.com/discussion/2300474/#9987954 site then see below

If you are on the forums then see the next image. - https://forums.adobe.com/message/9987954#9987954