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antonellal28311794
Known Participant
July 27, 2021
Question

Fatal Error Captivate 2019 Release

  • July 27, 2021
  • 3 replies
  • 997 views

Hi Everyone, 

I am hoping someone might be able to help.

I am working on a project and I have inserted a slide video on a blank slide.

I tried to copy and paste the 'Previous' and 'Next' buttons from the previous slide but I get the fatal error message (see image below).

I was wondering if anyone is able to guide me and shed some light on why this may be happening? Or any other workarounds?

I am using Captivate 2019 Release v11.5.5.553

 

Thank you kindly 🙂

 

    This topic has been closed for replies.

    3 replies

    Lilybiri
    Lilybiri
    Brainiac
    July 27, 2021

    Did you clean the Preferences as well? Before reinstalling, would try that also, besides the suggestion of Rod which would figure out if Captivate or the project is corrupted.

    http://blog.lilybiri.com/tips-for-troubleshooting

     

      A
      antonellal28311794Author
      Known Participant
      July 28, 2021

      Hi @Lilybiri 

      Thanks for your assistance with this. 
      I haven't tried that option as yet and I am not exactly sure how to do it but I will look into it. 
      Thank you 😊 

      Lilybiri
      Lilybiri
      Brainiac
      July 28, 2021

      I explained 'how' in that blog: find the subfolder 'utils' in the installation folder of Captivate. Run CleanPreferencesWin.bat while CP is closed.

      RodWard
      RodWard
      Community Expert
      July 27, 2021

      There may be something wrong with your Captivate installation and reinstalling would fix it.

       

      However, BEFORE you go to all that trouble, first try quickly creating a new Blank project, insert a video and then try to replicate the behaviour in that new project.  If you can replicate the behaviour in a new project then the issue is unlikely to be corruption in your main project.  It would point to something happening at the system level rather than at the project level.  So reinstalling would then be your next best option.

       

      If this problem turns out to require a reinstall of Captivate, the issue could be that something else has changed on your system (perhaps an update to Windows or installation of some other app) that is causing the issue.

        A
        antonellal28311794Author
        Known Participant
        July 28, 2021

        Hi @RodWard 

        Thanks so much for your reply and assistance with this.

        I did try your suggestion already and yes, I was able to replicate the same error - so it was comforting to know that the project wasn't corrupted.

        We did have a Windows update and so things are pointing in that direction. I have been speaking with someone from the IT team to see if it was possible to uninstall and reinstall but we came across this:

        They can uninstall my Captivate but they will not be able to reinstall do to the above error message. So someone in software is looking into downloading Captivate again.

         

        I was wondering if there are any Captivate updates that anyone may be aware of or is the version I have the latest?

         

        Thanks again for your assistance.

        RodWard
        RodWard
        Community Expert
        July 28, 2021

        Thanks @RodWard 

        They will need to remote in to do the installation because I mainly work from home due to COVID. I will let them know. Thanks so much for all your assistance. Appreciate all your support in this Adobe Community.


        You are very welcome.  Thanks for expressing appreciation.

          A
          antonellal28311794Author
          Known Participant
          July 27, 2021

          I have also cleared the cache and it is still happening.
          It is not happening on all other slides. 😞

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