Error while trying to record a Software Simulation in Captivate 9

[kayhlaw]

Hello,

When I go to File>Record New>Software Simulation I get the following error. I can't find where the Display Settings are to follow these instructions. Can someone help by telling me where the settings are and/or how to fix this issue?

Error: Capture is disallowed since mismatching displays were detected. Please make sure all displays have uniform scaling ['Display Settings'>'Display'>'Change the size of text, apps, and other items:']

[johndaigle]

It appears to be as consequence of using dual monitors. In the online help, I see this reference:

https://helpx.adobe.com/captivate/kb/troubleshooting-capture-issues-in-high-dpi-machines.html#Unable...

Jump down the page to this heading: "Unable to record simulations or video demos because of mis-matched display settings"

Another thing to check is this subhead when there are dpi problems.

"Unable to record simulations or video demos because of incorrect DPI setting in Captivate"

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

1395 NE Newport Heights Dr. 

Newport, OR 97365

[kayhlaw]

Hello, yes it was due to my multiple monitors! Thank you so much! 

I'm sorry for not replying sooner! I wasn't aware there were responses!

I think what confused me is I thought the 'Display Settings' were in Captivate, but they were my actual monitor display settings. Oops. 

[RodWard · Accepted solution]

Seems like you are using multiple monitors but they have differing resolutions.  I suggest you try disconnecting from your secondary display and just try capturing on the Primary display.  I'd bet that will work.

[kayhlaw]

Hello, yes it was due to my multiple monitors! Thank you so much! 

I'm sorry for not replying sooner! I wasn't aware there were responses! 

[Captivate 2019 ISD]

Do you know if this bug has been fixed? Or if there is a way to set it only to one monitor (without having to physically disconnect them)?

[RodWard]

This is not a bug. It's a limitation caused by having monitors running on different display resolutions.  Inconvenient and annoying? Yes.  But I don't think we can call it a bug unless Adobe had said that Captivate was designed to perform screen captures with monitors runnng different resolutions.  As far as I am aware, Adobe has never specifically promised Captivate could do that.

Your easiest solution is just to just change the resolution of your higher resolution monitor back to 1920 x 1080 when you need to do some capturing. Physically disconnecting the secondary monitor when you need to do some capturing is also an easy solution.  Either solution takes only a few seconds to implement.

[Captivate 2019 ISD]

Thanks for the workaround !