Fatal Error when trying to add Closed Caption and/or Slide Notes

[Palzter1]

As the subject says, I get a fatal error everytime I click on the plus sign to add closed captioning (CC) and/or slide notes.  I select the section of audio for which I want to add the CC, click the plus, and POW!  Fatal error everytime.  I've tried this on multiple projects.  I even created a new blank project, added an audio clip, and attempted to add CC to no avail.  I'm using version 11.5.0.476.  Trying to get our admins to update to the latest version to see if this will fix it, but I doubt it as I cannot find anyone with a similar post.  Any help would be appreciated.

[Lilybiri]

You are indeed on a version which got quickely a bug patch. Please upgrade to 11.5.1.499 and check again.

[RodWard]

In addition to (or even before) updating, I would suggest you try resetting your Preferences.  That will also sometimes resolve this issue.

[Lilybiri]

I remember that this problem occurred with the first version of 11.5, reason why I insisted on upgrading immediately.

[Palzter1]

I did finally get the update once I should your response to our admins.  Unfortunately, I'm still getting the same fatal error.  The error has nothing specific as to why it crashed, just that it did crash.

[Palzter1]

Thank you for the suggestion, but I can't seem to find how to reset preferences.

[Lilybiri]

Find the subfolder 'utils' under the installation folder and run the CleanPreferences... file while Captivate is closed. Are you on Windows?

[Palzter1]

Thanks for the quick response.  Still a fatal situation.  I'll see if I can get it uninstalled/reinstalled.

[Palzter1]

And yes, I'm on Windows 10.  I also have creative cloud with Dreamweaver, Photoshop, Illustrator, and others.

[Bruce5CC9]

I'm getting the exact same "fatal error" when I try to add closed captions.  Has anyone found a fix yet?

[Debra221909279lab]

I'm getting the same fatal error with both Closed Captioning and Text to Speech. I'm on the 11.5.533 version. I have done the CleanPreferences process and nothing is helping. Does anyone have a fix for this!?