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Unable to close out Asset Panel

Explorer ,
Dec 14, 2022 Dec 14, 2022

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I have no options to Close or Cancel the Assets panel. I see the assets but can't download. I can't close out of the panel and therefore can't use the app at all. 

 

I have successfully downloaded assests/characters as recently as last week and was able to close out the panel.

 

The problem started when my wireless connection was cut off during a search for assets. I re-established connection but don't see any button to close, exit, cancel, etc. 

 

Getting pretty frustrated as I have some deadlines and the app is frozen right now; I really don't want to close out even though I've save my recent changes.

 

Can anyone help me?

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Community Expert , Dec 15, 2022 Dec 15, 2022

The assets will require a working internet connection.  Your current issue may be caused by Adobe not being able to verify your license (even though your internet is again working).  You may need to save your work and close out of Captivate and then reboot your PC again to get everything working again.  Try rebooting to see if that works.

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Community Expert ,
Dec 15, 2022 Dec 15, 2022

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Since you did see the Assets panel recently, I suppose you didn't change the resolution nor the display resolution of your screen which should be the first thing to check. You need a functional connection to the WWW because most assets need to be downloaded.

The Assets panel is not an app at all. I would start using the most common troubleshooting steps: clear cache and clean Preferences. see blog post below:

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

If this is not leading to the expected result, you may need to reinstall the eLearning Assets.  I don't know which OS you are using, on Windows this is the default path:

C:\Users\Public\Documents\Adobe\eLearning Assets

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Explorer ,
Jan 02, 2023 Jan 02, 2023

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Thank you for your timely response. I ended up shutting down the app (Captivate) and starting over, since I could not close the Assets panel. As far as I can tell something happened when the internet connection was lost that caused the Cancel button on the Assets panel to disappear/become unavailable.

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Community Expert ,
Dec 15, 2022 Dec 15, 2022

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The assets will require a working internet connection.  Your current issue may be caused by Adobe not being able to verify your license (even though your internet is again working).  You may need to save your work and close out of Captivate and then reboot your PC again to get everything working again.  Try rebooting to see if that works.

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Explorer ,
Jan 02, 2023 Jan 02, 2023

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Thanks Rod, this is what happened as far as I can tell. I ended up having to close Captivate down, losing some unsaved work, but not too much as I am an inveterate Saver. I appreciate your prompt response.

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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 I'm having a similar issue. My assets panel does nothing when I hit the cancel button. Just closing the program is not ideal because I cannot save my work first with the panel open. Since the assets panel wouldn't cancel, I selected a slide for download, hoping to close the panel afterward. Nope. Now I have an endless circle of death. I'm becoming more and more disillusioned with Adobe and this program. So, I purchased the standalone version, and less than a year later I was notified that Captivate is moving to subscription. Oh, great. I just love throwing money away. Now, on top of paying for a standalone version that's useless, and the subscription, I guess I need to save my work after EACH AND EVERY slide if I don't want to lose it to a glitch. SMH and not happy.

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Community Expert ,
Jan 12, 2023 Jan 12, 2023

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Did you try some troubleshooting workflows already?

  • Clearing the cache (button in Preferences, Global settings)
  • Cleaning the Preferences: close Captivate, find the subfolder 'utils' under the installation folder and run the CleanPreferences file appropriate for your OS.

More info in:

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

BTW I am just a user, your complaints will not reach the Adobe team itself.

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