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?

[Foresight 3D]

Today was a complete write-off for me with this error after trying a number of things including running the dcache app, zipping folder contents and renaming as a dot cptx file.

I was then able to open a file that I had open last week and saved as the latest version.

This is the worst bug I have over 20 years of being a loyal Adobe user. Please help us fix this.

[TheShawnRosler]

UPDATE AS OF 3/10 0803 EST

We're back in and able to work with files for the moment (online, not in Admin mode, etc.).  Would definitely appreciate an explanation of what occurred...

[Ludovick Martin]

It's morning here, just came in to work, Captivate seems to be working for me. I opened a little project that I use to test things, and I was able to modify it, and save multiple time. Am I alone? Anyone els being able to work at their projects today?

[nicoleb87452205]

Captivate is working for me this morning also. 

[gaben79580520]

UPDATE: Working for me as well.

[galez54187841]

Working remote in CST for a site in PST, my Captivate appears to be working as well. Opened 3 lessons, edited them, and resaved under a new name.

[kimball_larsen]

We are able to save this morning too where we couldn't yesterday. It would be nice if Adobe shared what happened.

[SBWELL]

It would be nice. 

I checked my windows updates, and checked my captivate updates, and nothing had updated in the past several days. That combined with the fact that working offline wasa workaround suggests to me that they have some process to do with compression that accesses their servers. 

Without info from Adobe, it could be anything. It could have been hanging on some sort of mundane check that isn't actually related to the process Captivate was trying to run. My experience of Captivate is that it is flaky. So it literally could have been something as simple as one of it's components checking for an updated definition of something. 

[cazimier]

Yep. I am back in business. Saving as usual. Unplugging the internet helped as a patch, but evertthing seemed to be back to normal by about noon today. Just glad to be back online. 🙂

[Becky_L]

I have been suing the workaround “Launch Captivate in Admin mode on Windows machine” and it has been working.

However, I noted that I am unable to Preview in “HTML in Browser”. It defaults to Chrome. I have had to publish in order to Preview a complicated screen that I developed this morning.

My computer and Captivate setup = Windows 10 Version 1909 and Captivate 2019 Release 11.5.1.499.

[paulp95261428]

Hi, I am exhibiting the exact same issue. Was working yesterday fine 11/03. Today 12/3 I am at a stop.

I seriously hope my project is not corrupt

[Heather Kay]

I just ran a Captivate update and it seems to have resolved the issue. I can open my projects!

[Dr. Pooja Jaisingh]

Hi Rick,

I hope the file open and save issues you were facing are fixed now. If not, please let us know. https://elearning.adobe.com/2021/03/attention-adobe-captivate-customers-who-experienced-problems-wit...

[TheShawnRosler]

Hi Pooja - Appreciate the information, it explains, at least to some extent, what occurred.  That being said, I have to agree with Rod (on the other page, which I can't comment on?) - More specifics should be known and shared with the end users.  What's being done to prevent this in the future?  Why is a team not dedicated to predicting these issues and heading them off before they occur?  Lots of questions...

[MarkAllenSchneider]

I have total respect for Poola and Rod (although I only have my picture taken with Poola - LOL).  If this were due to a Windows update (which I posted at the beginning of this thread), one cannot always predict in advance ALL issues that might occcur with a Windows update.  And Adobe would not be responsible for this.  Their role would be to work with Microsoft after the fact to bring about a resolution as quickly as possible. As yes, once the problem is understood Adobe should be totally transparent and explain to the community what happened. It has been a major impact to our community and many lost a day of productivity.  But we move forward and I'm appreciative the issue was resolved within 24 hours.Again, thanks to Pooja, Rod, Lily Biri, and the many others who have worked together in coming up with work-arounds.

[Lilybiri]

Thanks Mark. My suspicion was immediately pulled to the Windows update (because it happened on a Tuesday). I couldn't reproduce it because I delayed its installment. It appeared for me on Wednesday, but restarting my laptop fixed it. So my new 'intuition' tells me that MS found the problem and silently pushed a fix, which was installed when I rebooted.  Look at their website: nothing is mentioned. Is that 'transparent'?  

KUDOS to the Captivate team for their very quick reaction, probably working all night (happened very late for the Bangalore time schedule) to find out.  

[Dirlo]

...

Hummm...

Everything was fine until 10 a.m (UK Time) this morning (12/03/2021)...

And suddenly I had the same problem !!!...

And all my windows updates are fine as you required !...

So there must be something else ???...

(I can't open project from the starting panel of Captivate and couldn't save them anymore when I opened them from my Explorer...)

Pffff...

😉

...

[Gê.Oliveira]

This error is from today!

[Lilybiri]

That is a different error, not linked with this thread. The problem here was due to a Windows patch (Tuesday) but apparently was solved silently by MS. Restarting the system did install the correction for me.

Your problem can have different origins. Did you install the Tuesday patch from MS (is not always rolled out for everyone at the same moment)? Look in the Projects folder if you can find the backup mentioned. Try to clean the Preferences and restart Captivate.

[mkrumm-psa]

We're up and running now, including my Windows 7 machine which didn't get the last MS patch.  If it's truly Microsoft's fault, how does one explain this? 

[Lilybiri]

Ask MS?

[mkrumm-psa]

I"m curious, did we every find out if anyone running Captivate on a Mac got this same error? I asked earlier, but no one answered. 

[Lilybiri]

AFAIK, and I read every post, no Mac users reported anything. And they are hyper-active when the Mac OS (again breaks applications.  That was another reason why I suspected Win update.

[mkrumm-psa]

One day, Adobe will have a Linux version of their products and we can all be done with this nonsense. Plus, our machines will be twice as fast. Wishful thinking. 

[Lilybiri]

Sure... not always the best software rules the world. Have seen too many application die to be replaced by less powerful ones, due to marketing.