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elodieb7064050
Participating Frequently
July 22, 2020
Question

Installing Captivate 2019 "A problem occurred while extracting some files..."

  • July 22, 2020
  • 2 replies
  • 754 views

I'm trying to install Captivate 2019 on Windows 10 and after downloading the file, on running it, I get the following error:

"A problem occurred while extracting some files. Check available space on your computer and the write privileges on the destination folder."

Our IT Support team investigated and I have over 100GB free and no write limitations.  On running the file in Admin mode, it said the file was corrupted.  Tried downloading again and get the same error.

This topic has been closed for replies.

2 replies

RodWard
Community Expert
RodWardCommunity Expert
Community Expert
July 23, 2020

Have you been trying to install Captivate yourself?  Perhaps you should ask one of your IT people to try doing the install.  Their security privileges may be slightly higher and that could make a difference.

 

Just out of interest, where is your Windows profile stored?  Is it on your local hard drive or is it 'virtualized' to a different LAN server somewhere?  That can sometimes be an issue.  You can try disconnecting your computer from the network to do the install so that it is forced to use a local hard drive folder to set up the Preferences.

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elodieb7064050Author
Participating Frequently
July 24, 2020

Here's what the IT Service Desk tried:

"I have tried Extracting the exe file and run setup file as admin. There is error that the file is Damaged. I found the Folder is only 13.3MB only.
I have unjoined the Computer to the Domain and run the exe file from C drive as Admin. Same error."

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elodieb7064050Author
Participating Frequently
July 29, 2020

Something is definitely not right if the file is only that small.  The Captivate 2019 install file should be almost 3 gigabytes when decompressed.  If you already have a subscription license, you should be able to install the trial version of Captivate 2019 and as long as you are logged in with your correct Adobe ID it will recognise that you are able to launch the full version.


I already have a subscription license.  It's the installation part that isn't working, as outlined. Anything else we can try?

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elodieb7064050Author
Participating Frequently
July 23, 2020

Based on other posts, I tried installing the Adobe Application Manager and downloading the file again, but I get the same error.  

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