Unable to download characters. How do I solve this issue?

Question

Issue
You are unable to download characters from Assets > Characters > Discover. You keep seeing the blank screen, as shown below:

Solution
Windows
Clean Preferences:

Go to Captivate installed folder-> Utils.
Run the file CleanPreferencesWin.

Delete the following folders from C:\Users\Public\Documents\Adobe\eLearning Assets:

11_5
Content
Characters_11_5
Interactions_11_5
Layouts_11_5

Install the latest version of Captivate:

Launch Adobe Captivate.
Click Help > Check for Updates.
Install the update, if any.

macOS
Clean Preferences:

Go to Captivate installed folder-> Utils.
Run the file CleanPreferencesMac.

Delete the following folders from C:\Users\Public\Documents\Adobe\eLearning Assets:

11_5
Content
Characters_11_5
Interactions_11_5
The folder 11_5 from Documents > My Adobe Captivate Projects > Layouts.

Install the latest version of Captivate:

Launch Adobe Captivate.
Click Help > Check for Updates.
Install the update, if any.

Raph5911169558 · Answer

Does this mean we should NOT download/instal https://helpx.adobe.com/captivate/kb/access-adobe-elearning-assets.html ? I mean, if you have us deleting everything that's 11_5 , won't that mean the downloadable assets file not be there anymore? Can you only have one https://helpx.adobe.com/captivate/kb/access-adobe-elearning-assets.html OR the other "Assets"-->  Discover - > <category like "Characters">" ?

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded