Has anyone had trouble with corrupt files downloaded from the Captivate Assets library?

Report · Jan 09, 2017

I recently started using the Captivate Assets tab to access the scenarios and cutout people via the elearning brothers library. I was able to download multiple versions of two cutout people no problem and they appeared in my "characters" option under the media tab in Captivate. However, when I tried to download additional people, they do not appear anywhere in the program. So I went to my own computer hard drive and found them in my shared assets folder, but all the .png files say they are corrupt. Even the initial two characters that I had previously accessed successfully from the media tab are saying they are corrupt .png's.

Any ideas of what may be happening? Let me know if you need more information and specifically what information would be helpful to you in solving this! The specific message I get when I try to open a .png is :It may be damaged or use a file format that Preview doesn’t recognize. Also I checked the permissions and I should have read&write access.

Thanks!

Report · Jan 09, 2017

Can you tell me which cutout people you are trying to access and I'll check with our support staff.

Report · Jan 09, 2017

Examples of .pngs that have shown up corrupt/inaccessible are Bo 2, Angel, Jacalyn 2, and Montell.

Report · Jan 09, 2017

We could go through the back and forth question and answer process here (there are several more questions that I would need to ask to fully troubleshoot) or you could reach out to eLearning Brothers support directly via support AT elearningbrothers DOT com.

The questions I would need are:

1. What sizes are you downloading (for most of the images there are 4 sizes)?

2. Which poses are you downloading?

3. Do all of the images listed above show up in the Assets Tool? If not, which ones do or do not?

4. Are you downloading from within the Captivate Assets interface or directly from our website?

5. What version of Captivate are you on? What Operating System are you using? Is it 32-bit or 64 bit?

Report · Jan 09, 2017

I submitted a request for support already to elearning brothers. So if it's alright, I'll send you the answers to your questions, because I'd really like to figure this out!

1. What sizes are you downloading (for most of the images there are 4 sizes)?

Answer: I've downloaded a couple different sizes to test this (specifically with Jacalyn 2) but still have the same message that the files are damaged/not working. I always have been choosing the largest size for each of the images. and it seems like those vary per image. Two examples include 3522, Jacalyn the size was 1155x4201 px and 1062x4206 for 3513, Jacalyn

2. Which poses are you downloading?/3. Do all of the images listed above show up in the Assets Tool? If not, which ones do or do not?

The following poses have not shown up in the asset tool (and by asset tool I'm referring to going to the media tab and inserting a character, then going to the assets tab, let me know if this isn't what you meant):

3523, Jacalyn; 3522, Jacalyn; 3515, Jaclyn; 3513, Jacalyn; 10662, Montell; 10663, Montell; 10700, Montell; 10732, Montell

The following poses showed up in the Assets Tool but when I access them through the shared adobe library on my hard drive are also showing up at damaged/inaccessible (as are the Jacalyn and Montell images): 9195473, Angel; 9195486, Angel; 9195559, Angel; 9195560, Angel; 9195562; 9200812, Bo; 9200740, Bo; 9200815, Bo

4. Are you downloading from within the Captivate Assets interface or directly from our website?

Captivate Assets Interface

5. What version of Captivate are you on? What Operating System are you using? Is it 32-bit or 64 bit?

OS is X El Capitan Version 10.11.6, it's 64 bit. I'm on Adobe Captivate 9 version 9.0.0.223.

New findings: I've been playing around a little and I've successfully downloaded 10665, Montell at a size of 573x1692 px into the Captivate assets tool. so that when I go to media and insert a character he is showing up under the category of assets. This also worked with Shay 9216049 size 193x800 px. so maybe it's just the largest size isn't working for me in that regard. However, they are still showing up as damaged or incompatible files on my hard drive when I go to the folder that they downloaded to.

I may be able to just export them now from the Captivate library by downloading a smaller size, but I'd still like to know what's going on and if there are size limitations when downloading from the captivate assets interface and why these files are still all showing up as damaged/a file format that isn't recognized on my hard drive.

Thanks for the help!

Report · Jan 10, 2017

First off, I'd update to the latest version of Captivate (9.0.2.437) and then see if the cutout people show up in your assets tool.

The images have been coded in such a way that they are only able to be opened in Captivate when downloaded via the Captivate interface. So that's why they are showing as corrupt or unreadable when you try to browse to them.

Report · Jan 13, 2017

Thanks Adam I figured as much when I ran into the same issue. Was going to try change clothing color in Photoshop and ran into that issue. In this case would it have been better to have downloaded directly from the elearning brothers website in order to customize the content?

Report · Jan 13, 2017

Yes. If you want to customize the clothing (btw, there's a great FB live event from last week on the ELB Facebook page on just this very topic), you need to download the cutout people straight from the ELB website.

Report · Jan 13, 2017

Thanks will check it out.

Report · Jan 11, 2017

I am having the same issue with Montell from eLearning Brothers. It will let me use some of the Montell poses, but not others. It prompts me with "file is too large or corrupt."

Add your reply

Report · Jan 17, 2017

Kathy,

What version of Captivate are you running and what is your Operating System?

I'm checking with our developers to determine why you are getting this message.

Report · Jan 17, 2017

I am running Captivate 9. It is just with certain images from the eLearning brothers, cut out people, Montell that is giving me problems. It may be others, but Montell is the issue now.

Kathy

Moderator: I took your personal credentials, dangerous on a public forum.

Please mention the full version number: latest is 9.0.2.437

Report · Dec 08, 2017

Has there been any resolution to this? I am experiencing the same problem and I am also using Captivate 9. I was hoping to find a fix.

Report · Dec 08, 2017

See my answer on the following thread. https://elearning.adobe.com/discussion/2300474/#9984196

Hope this helps you.