unknown exception: ..\..\..\source\components\ziputils\CPInternalZipUtils.cpp716

[rickr84807544]

I have recently updated to Captivate 2019 (most current update) and am experiencing difficulties in saving/conversion of older (.cptx) files. The file opens correctly, but upon saving as a different file name, locks. (on Windows 10 PRO, 64 bit).

This error is received when the application locks up, and clicking on it only brings the same error up over and over again:

Unknown Exception: ..\..\..\source\components\ziputils\CPInternalZipUtils.cpp716

In addition werfault.exe is seen as being problematic by my anti-virus. An alert tho this effect pops up after forced closing out of my locked Captivate 2019 application. werfault my only be error reporting after the hung app is closed, but may be connected.

Has anyone experienced something similar, and if so, have you been successful at a remedy?

[roffo]

I tried a direct chat with their customer support and was just left hanging.

[Mark D. Smith]

I would reach out to support in whatever way you can. The more people report this, the sooner it gets fixed. Hopefully.

[Lilybiri]

Normally most people around are users like me. I see several threads, but am not able to have the problem while I am using 11.5.5.553 on Windows. 

To check I published a project with and without zipping, and also as a SCO but everything worked as expected. Only to HTML5 of course since SWF output is dead.

You can try to call, I will mail to staff.

[Evverest]

So you're not experiencing this issue? Did you try saving your project? Just curious. If only a subset of users is experiencing this problem, would Adobe take longer to fix it?

[lizroy]

I reported it as a bug via this form: https://www.adobe.com/products/wishform.html as I had no luck in the chat earlier this morning when I was having a different issue.

[Gê.Oliveira]

I did everything. I reinstalled twice, but that wouldn't solve all my problems. I lost a huge part of save project, from two other backups. The file got corrupted. Part of the content on the screen no longer appears; it is blank, and even what is left can't be continued from there, because there is no way to save it! In other words, total chaos!

[Evverest]

I hear you! Same problem on my end. I have some backups but really don't want to mess with the files until this issue is solved. It's possible that the file gets corrupted when you try to save. 

[mkrumm-psa]

OK, so I did a test and ran Captivate on a Windows 10 machine, and a Windows 7...both are giving me the same error.
- My Windows 10 Captivate release is 11.5.5.533
- My Windows 7 Captivate release is 11.5.0.476

Both are based on the same license. Soooo, maybe something with Adobe's license server? 

That might explain why some ppl are ok, and others are down. 

[MarkAllenSchneider]

Since several of use are going through this with different versions of Captive (v19 here), it's possible a MS Windows update has caused this problem.  I did not have a Captivate update, and this came on after a Windows update.  Adobe and MS will need to talk with each other.  Meanwhile I'm hosed until they resolve this.

[mkrumm-psa]

Mark, I initially thought that too, but I ran a test using both Windows 10 and on an old Windows 7, both Captivate runs generated the same error. This leads me to believe this could be an Adobe license server issue...maybe. Just a guess. I mean, it would explain why some ppl are ok, and others not, regardless of version of Captivate, or version of OS, etc. Would be interesting to know if Mac users are having this same issue. 

[Ludovick Martin]

It seemed like that for me too. Microsoft update this morning. I started having problems after that. At first I tought they went away after restarting my computer, but they came back... 

[Lilybiri]

That is also my suspicion.  Since I didn't allow the Tuesday update to install yet on this system and I don't have the issues told about. I will delay the MS update.

[Gê.Oliveira]

I have 6 pending Windows updates to do, including the cumulative one (for Windows 10 20H2), meaning I didn't post it here; if it was some OS update that caused this bug, I no longer know what it could have been. Now it is too late! Let's wait for the fix to start the work again! Until then Captivate was for me the most stable Adobe software on my Notebook; it took a while for an error to appear, and when it did it was chaotic!

[LarisaB]

Just adding more data, I also did not have a Captivate update. (been using 11.5.5.553 on Windows). It worked fine, until it all of a sudden, didn't. 

[Lilybiri]

We were talking about the Windows update since it is Tuesday. Do you have it install automatically? 

[LarisaB]

No, I don't have it install automatically, but did do the install today. I also uninstalled Captivate, and re-installed it (when all ths started for me this morning.) The reinstall did not resolve it.

[aprussing]

One of my team mates is also having this issue right now. It was working fine earlier this week, but today it decided to no longer save. Also on v19.

[MarkAllenSchneider]

Thinking originally it was just me, after the Windows update (which may or may not be a coincidence), I had the problems discussed here. Ran batch file to reset Captivate to default, rebooted, did a clean uninstall/reinstall, ran malwarebytes, ran dism, sfc/ scan now, chkdsk... everything normal.  I believe we all have taken logical and appropriate steps.  I'm intrigued by the problem on Win 7 and Win 10 one person encountered. Especially since no update to Captivate.  And it seemed to hit all of us at the same time.  I'm now installing on another PC to see what happens.  This PC is in another locale with latest MS Windows updates. Fingers crossed?

[LarisaB]

Just to offer validation we have done all we can, I completed all of your above steps as well. I tried a 2nd PC...same error for me. Good luck.

[Arc-en-ciel]

I checked with our IT department to confirm whether a Windows update (or other update) ran over night, since that was my original thought. They confirm that no update went through overnight.

[another_default_user]

I show an update today. To check type Window Update Settings into search. Then View Update History.  Had a security intelligance update under defination updates.

[Arc-en-ciel]

Thanks for that tip. I did just check - nothing since Feburary

I have my IT guy confirming about the Defender update that someone posted about to see if that is common.

[mkrumm-psa]

Any Mac users having this problem?

[gaben79580520]

Same issue here!

[another_default_user]

Just adding on that I'm also having this issue.  I see a windows update to Defender went through today.