Captivate 9 won't open

[Eilmer]

I'm trying to start Captivate 9 on my Windows 10 PC and I'm getting a "Bad Image" message that says "C:\Program Files\Adobe\Adobe Captivate 9 x64\boost_system.dll is either not designed to run on Windows or it contains an error. Try installing the program again..."

Do I need to reinstall or is there an easier solution?

If I need to reinstall, should I use my installation files from May of 2016 or should I download newer installation files? If the latter, should I just download and install Captivate 2017? I have a subscription.

[Lilybiri]

Since you have a subscription license, you could have both CP9 and CP2017 installed. Be careful: you cannot open CP2017 with CP9, the reverse is possible.

As for the version you'll need for 9, it should be 9.0.2.437. I cannot remember when it was released, but when checking on my system I see several files from September 2016, maybe the May version is not the one you need.

DId you try to Clean the Preferences? Look in the subfolder 'utils' under the installation folder and run the file appropriate for your OS. Captivate has to be closed while doing that.

[jenducati]

I ran into this issue repeatedly with Captivate 2017. I was able to open Captivate 9 but not 2017. It kept happening to me on at least a weekly basis. I would contact support, they would clean my Adobe files, uninstall and reinstall Captivate. It would be good for awhile and then it would happen again. They even uninstalled every single Adobe file I had on my computer because they thought there was a conflict somewhere but they did not know where. I was on chat with them at least 5 times. Very frustrating. I got on with my virus protection software to see if anything was being flagged. Nothing. I even chatted with Microsoft and they updated my operating system. It is working again but I'm nervous about shutting down that it will occur again. Captivate told me that they were not aware of this issue and they kept seeming to fix the symptom but not the overall source of the problem. I'd like to hear what your experience is if this happens to you again.

[Eilmer]

Thanks for sharing your experience. It sounds very frustrating.

I just downloaded Captivate 9 again and installed it. It opened fine. I'll be using it over the next few days, and I'll see if it performs as it should or if i have more problems. At some point in the next few weeks I'll probably download and install Captivate 2017 also. I'll let you know if I have anything useful to share with you about how things work (or don't work).

[Michele M]

I am having the same issue - running Windows 10. I have had to call Support twice now - once they reinstalled Captivate 9, it worked for a while, then same error came up. Next time, they reinstalled Captivate 9 and installed Captivate 2017 for the first time. Ran fine for a few days. Error came up again today with Captivate 2017 - but not Captivate 9.

Any fixes???

Michele

[jenducati]

I had this issue too many times. I eventually contacted Microsoft support

for Windows 10. They made some type of upgrade to my Windows. I have not

had a problem since. It's been about a month now. Adobe support was simply

fixing the symptom and it kept coming back. They thought there was a

conflict with something else and even uninstalled all of my Adobe apps. It

seemed to occur on a weekly basis and since Windows was updating on a

weekly basis, my thought was that the conflict had to do with Windows 10.

Not sure if this is the solution but so far it has worked for me. Beware

working with Microsoft support, they try to upsell you to their service

plan. Once they realize that you are not going to buy in, they try to cut

the chat short. But insist that they see it through until you know it is

resolved.

[Michele M]

Thank you, thank you!

I will give MS a call. For now, I uninstalled and reinstalled 2017 and seems to be ok so far - won't shut down my machine When I have a couple of hours, I'll call

Michele