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?

[another_default_user]

When I did the Windows Update it was working for a few minutes.  Regular error is back.  I can't save. TGIF.

[Dr. Pooja Jaisingh]

Hi all,

It has come to our notice that some of the users are seeing the issue appearing again. The team is investigating this on top priority. Meanwhile, please try using Captivate in an offline mode.

Please watch this space for more updates.

[ChrisG LMS]

One of our Mac users is using these versions and not having a problem:

Version 11.5.499

Mac OS: 10.15.5

[MicahWilson1234I]

Attention: Adobe Captivate Customers who experienced problems with File Open and/or Save Issues on M...

[jaccov123456]

Same here, this is TERRIBLE. Nothing works. My other (backup) machine is a mac and runs big sur which is also not compatible with latest captivate 2019. It is delaying projects now, crap software!!!

[jaccov123456]

Ok via support i found out the fix for MacOS Big Sur is from 11.5.5.678. Installed and worked. For my WIN installation the negineering team is working on a solution and as a temporary workaround disconnect wifi when saving. This is the formal Adobe answer/solution.

[mkrumm-psa]

Folks, I decided to run a network sniffer while running Captivate to see why the Internet has anything to do with the application failing. I used NetworkTrafficView from NIRSOFT, and I sorted and selected ONLY AdobeCaptivate.exe calls from the list. 

So, these are the addresses that Captivate is reaching out to from my machine, sending data packets and receiving data packets when the application starts: 

• RECV Address: cdn.cookielaw.org (ports 443, 61003)
  SEND Address: cdn.cookielaw.org (ports 443, 61003)
• RECV Address: www.recaptcha.net (ports 443, 61006)
  SEND Address: www.recaptcha.net (ports 443, 61006)
• RECV Address: a1815.dscr.akamai.net (ports 443, 60977)
• RECV Address: e7933.dscg.akamaiedge.net (ports 443, 60991)
  SEND Address: e7933.dscg.akamaiedge.net (ports 443, 60991)
• RECV Address: a1988.dscg1.akamai.net (ports 443, 60994)
  SEND Address: a1988.dscg1.akamai.net (ports 443, 60992, 61011, 61012)
• RECV Address: maxcdn.bootstrapcdn.com (ports 443, 60993)
  SEND Address: maxcdn.bootstrapcdn.com (ports 443, 60993)
• RECV Address: cdnjs.cloudflare.com (ports 443, 60994)
  SEND Address: cdnjs.cloudflare.com (ports 443, 60994)
• RECV Address: a1988.dscg1.akamai.net (ports 443, 60994, 61011, 61029)
  SEND Address: a1988.dscg1.akamai.net (ports 443, 61010, 61029)
• RECV Address: load.b-cdn.net (ports 443, 60995)
  SEND Address: load.b-cdn.net (ports 443, 60995, 61014)
• SEND Address: e4578.d.akamaiedge.net
  (ports 443, 60996, 60997, 60998, 60999, 61000, 61001, )
• SEND Address: dd20fzx9mj46f.cloudfront.net (ports 443, 61008)
• RECV Address: e7808.dscg.akamaiedge.net (ports 443, 61009)
  SEND Address: e7808.dscg.akamaiedge.net (ports 443, 61009, 61027)
• RECV Address: dd20fzx9mj46f.cloudfront.net
• RECV Address: www.google.com (ports 443, 61021)
  SEND Address: www.google.com (ports 443, 61020)
• RECV Address: 172.217.2.99 (ports 443, 61022)
  SEND Address: 172.217.2.99 (ports 443, 61013, 61022)
• SEND Address: 142.250.73.227 (ports 443, 61024, 61025)
• SEND Address: 142.250.64.106 (ports 443, 61051)
• SEND Address: 104.95.177.159 (ports 443, 61016)
• RECV Address: cs41.wac.edgecastcdn.net (ports 443, 61028)
  SEND Address: cs41.wac.edgecastcdn.net (ports 443, 61028)
• RECV Address: tag.demandbase.com (ports 443, 61032)
  SEND Address: tag.demandbase.com (ports 443, 61032)
• SEND Address: api.company-target.com (ports 443, 61037, 61038)
• SEND Address: segments.company-target.com (ports 443, 61044)
• SEND Address: id.rlcdn.com (ports 443, 61040)

For goodness sakes, even Google is being contacted. Who is DemandBase? Who is Company-Target? Why is all this necessary? 

[JulianRFox]

This is useful, but maybe you can sniff what happens when you try to save a project.
That is where a lot of the error instances are coming from.

[mkrumm-psa]

I thought of that. Yes. I ran the sniffer while trying to open a file, and no network activity occurred. My quess is the problem happens inside Captivate when the application is started. Now, I haven't tried monitoring while saving. The problem is I can't open anything to test that. 

[rosmariet34218064]

I just started experiencing this problem. I can no longer save my progress or use Save As. It just quits. I tried the working of line which is fine for some of my projects. But it doesn't work for my software simulations. I hope they solved this soon.

[Arc-en-ciel]

If you open Captivate while offline, you can go back online, create your software simulation and then save offline (just to be save). I was able to Save online on Tuesday when this happened as long as I opened Captivate while offline. But it's probably safer to go offline to save as well.

[iDoNotBelieveIt]

Same here. It was fine yesterday but not today. And today I had not installed any updates. I then saw some available and KB5000802 was installed. After a restart the same problem. The last updates before then were on 10/03/21 for Office 2013. So MS updates do not explain this. Disconnecting the internet solves it for the moment. So something internet-related is happening on save. I wonder if Captivate is making various calls on saving, which is causing the problem.

[Becky_L]

I just started having the same problem again and the work arounds are not working this time.

[Gê.Oliveira]

My conclusive opinion:

The problem occurred again today, even after all the Windows updates recommended here: https://elearning.adobe.com/2021/03/attention-adobe-captivate-customers-who-experienced-problems-wit....

As I had already suspected and commented here, it really seems to have nothing to do with Windows updates, as already reported by other users. If for one or another user the updates solved the problem, lucky them; the truth is that it didn't solve the problem for many users, and Adobe needs to take its blame.

So, definitely NO! My Windows 10 is now fully updated with all the indicated updates, and the problem has recurred.

Some users are insisting on protecting Adobe here. Let's face it, that will only delay the solutions, which they must surely already be thinking of applying.

Another thing: the workaround of using the software offline, without internet, or blocking it through a firewall, is very uncomfortable, especially because the "Resources" are inaccessible, since the software will be unable to connect! And the solution of starting as admin is a pure waste of time for most users.

Come on Adobe, it's time for you to fix the problem and stop blaming Microsoft!

[Lindsey5F99]

Glad I've spent the last 5 hours on the verge of a panic attack, thinking that I did something wrong and corrupted the project that I have spent the last 3 weeks making.  This is awful that this hasn't been resolved yet.  Come on, Adobe!  Get it together.

[Lindsey5F99]

Glad I've spent the last 5 hours on the verge of a panic attack, thinking that I did something wrong and corrupted the project that I have spent the last 3 weeks making.  This is awful that this hasn't been resolved yet.  Come on, Adobe!  Get it together.

[Lindsey5F99]

Couldn't some sort of information or update have been sent out regarding this issue?  Instead of letting all of your customers sit around freaking out that something was terribly wrong?  Jeez.  Think of all the people who have not seen these posts yet.  Not to mention the original post is so old.

[Allen_Partridge]

I've created a new thread here: https://community.adobe.com/t5/captivate/having-trouble-saving-adobe-captivate-files-on-microsoft-wi... to centralize posts about this issue.