Crash when recording new software simulation in 12.6

Report · May 20, 2025

Hi,

I'm getting continual crashes in Captivate 12.6 when trying to record a new software simulation. Its after I press the End key or click the stop button.

Error message "Adobe Captivate - untitled_demo3.cpt" - "An unexpected error has occurred, which may cause Captivate to behave unexpectedly. You can restart Captivate with backed-up project". Crash report below.

I can find Temp folder with the file name untitled_demo3.cpt in their title but they are empty.

I can record a demo simulation if I am inside an existing project, but get the error if trying to record a new simulation. I'm only selecting for demo at the moment on the new simulation, but I really want to also record training and assessments at the same time.

I've tried restarting my machine. And also changed the default Location and Project Cache in Preferences, so that they are within my C:\Users\... folder, as they were originally in a shared folder on our company network. But the outcome hasn't changed.

Any ideas?

Thanks

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="15.1.0.202401190745_e478014" clientVersion="15.1.0.202401190745_e478014" applicationName="Adobe Captivate" applicationVersion="12.6.0" build="63" source="Windows-Client" crashType="n/a">
<time year="2025" month="5" day="20" hour="12" minute="40" second="12" timeoffset="0" timezone="GMT Summer Time"/>
<user guid="eda0fd54-194a-4b96-9c22-b7b088e77cbc"/>
<system platform="Windows 11 Enterprise" osversion="11.0" osbuild="26100" applicationlanguage="en-us" userlanguage="en-GB" oslanguage="en-GB" ram="32439" machine="12th Gen Intel(R) Core(TM) i7-12800H" model="Intel64 Family 6 Model 154 Stepping 3" cpuCount="20" cpuType="8664" cpuFreq="2803 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="2047 MB" caption="Intel(R) Iris(R) Xe Graphics" description="Intel(R) Iris(R) Xe Graphics" driverDate="20240913000000.000000-000" driverVersion="32.0.101.6078" videoModeDescription="1920 x 1200 x 4294967296 colors" pnpDeviceID="PCI\VEN_8086&DEV_46A6&SUBSYS_0B1A1028&REV_0C\3&11583659&0&10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA RTX A2000 8GB Laptop GPU" description="NVIDIA RTX A2000 8GB Laptop GPU" driverDate="20241209000000.000000-000" driverVersion="32.0.15.6641" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI\VEN_10DE&DEV_25BA&SUBSYS_0B1A1028&REV_A1\4&3AFD7104&0&0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000000BDD6D3">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x0000000000BDD6D3" symbolname="CPTimelineModifyAudioMuteCommandData::CPTimelineModifyAudioMuteCommandData"/>
<stackStatement index="1" address="0x0000000000B4F57F" symbolname="CPPopupBalloonHitTester::GetIsHitInternal"/>
<stackStatement index="2" address="0x0000000000E1A5B3" symbolname="CPCefClientHandler::getBrowser"/>
<stackStatement index="3" address="0x0000000000E53C7C" symbolname="CPUIGeneralProgressCallBack::sendMessageToClient"/>
<stackStatement index="4" address="0x0000000000E59F9A" symbolname="CPUIGeneralProgressCallBack::sendMessageToClient"/>
<stackStatement index="5" address="0x00007FF887F19164" symbolname="CrashForExceptionInNonABICompliantCodeRange"/>
<stackStatement index="6" address="0x00007FF88AB89CF3" symbolname="sqlite3_dbdata_init"/>
<stackStatement index="7" address="0x00007FF88AB89815" symbolname="sqlite3_dbdata_init"/>
<stackStatement index="8" address="0x00007FF88AB8935D" symbolname="sqlite3_dbdata_init"/>
<stackStatement index="9" address="0x00007FF88C6AEE90" symbolname="sqlite3_dbdata_init"/>
<stackStatement index="10" address="0x00007FF88C6AE808" symbolname="sqlite3_dbdata_init"/>
<stackStatement index="11" address="0x00007FF887ED6621" symbolname="CrashForExceptionInNonABICompliantCodeRange"/>
<stackStatement index="12" address="0x00007FF8F261E8D7" symbolname="BaseThreadInitThunk"/>
<stackStatement index="13" address="0x00007FF8F3A9C5DC" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000001"/>
<register name="RBX" value="0x0000000000000001"/>
<register name="RCX" value="0x00000000325E9C40"/>
<register name="RDX" value="0x0000000000000000"/>
<register name="RSI" value="0x0000000013D3EDF0"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x0000000013D3EC10"/>
<register name="RBP" value="0x0000000013D3ED10"/>
<register name="RIP" value="0x0000000000BDD6D3"/>
<register name="EFL" value="0x0000000000010246"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

</hbLogSessionDllStatus>
</crash>

</crashreport>

Report · May 20, 2025

Hi @derekj45410347

What OS are you on?

Please try these steps (for Windows):

Rename the eLearning Assets folder (C:\Users\Public\Documents\Adobe), clear the preferences (double-click CleanPreferencesWin.bat in C:\Program Files\Adobe\Adobe Captivate), restart CP, and try the simulation again?

Thanks,

Saurav

Report · May 21, 2025

Hi Saurav,

That worked perfectly. The only slight tweak is that that the CleanPreferencesWin.bat file was one folder deeper in C:\Program Files\Adobe\Adobe Captivate\utils

Thanks for your help - much appreciated.

Derek

Crash when recording new software simulation in 12.6

1 Correct answer