Updated: Having Trouble Saving Adobe Captivate Files on Microsoft Windows?

[Allen_Partridge]

Update - Saturday, March 13th, 2021 10:30 AM PST

Adobe Engineers have identified the underlying issue which was related to the management of assets in the Asset Panel. This is not the same issue that was identified related to the Microsoft Windows Update on Tuesday, though it may have presented similar error messages.

On Friday, our asset team added a substantial set of additional sounds to the Asset library. A dormant bug in the Adobe Captivate code related to file management was triggered by the substantial number of additional assets.  We are rolling back the additional assets for the moment, to restore functionality as quickly as possible, and are simultaneously working on an update that will remove the file management bug from Captivate.

From a user perspective, this will mean that:

  1. Those new sound files will not be available for a little while longer. 

  2. Captivate will simply start working again as it did before, with no action required on your part.

  3. If you installed / tested the hotfix, you don't need to do anything, you may leave the fix in place.

Now that we are aware of the issue, our engineers are working on the file management solution. We appreciate your patience in this matter and want to thank the many users who aided in testing the updates.

Update - March 13th, 2021.  Early

Thanks for your patience while the engineers were working on fixing the issue. We have been able to isolate the issue and a hot fix is working in our internal test environments. We are going through additional testing cycles to ensure no new problems are introduced by the fix.

If you would like to help us test this fix, please reach out to us at captivateHelp@adobe.com using the SUBJECT: HOTFIX TEST VOLUNTEER and we will send you the hotfix along with installation instructions and a set of criterion to evaluate (largely checking all file open, save and create operations, watching for signs of failure or lag.)

Please continue watching this space for updates, and thank you all again for your patience.

On Tuesday March 9th Adobe Captivate users began reporting problems with file save and file creation operations in Adobe Captivate. These were soon joined by several other issues including problems with video and images. This morning, March 12, 2021 the issues reappeared.

Adobe engineers have been working to diagnose the exact cause of the incidents and are making some progress tracing the various issues. While we await a fix for the problem, the engineering team has found that working offline (turning off your wifi or Internet access, or physically disconnecting from the Internet) is a reliable temporary solution to the errors. We recognize that this is not a workable long-term solution but wanted to provide users with an option that may help them complete active projects while a comprehensive solution is found.

Engineers are working the problem now and as soon as we have a comprehensive solution, we will share it with the community here. We are also doing a deep investigation of the root cause of the disruption and will update community on our discovery and on plans to prevent any similar outages in the future once that investigation is complete.

[Stagprime]

I suppose that results may vary based on each situation.

I have a perpetual license as opposed to a subscription so perhaps that could generate some differences.

[Allen_Partridge]

Just saw your note above Greg - yes, it may be different for subscribers vs. perpetual licenses - and I'm not totally sure what conditions are met. Perhaps Chris will let us know if it works to validate while online and then go offline. Or perhaps a single validation while online followed by an offline restart might fix it for at least the day - perhaps longer.

[ChrisG LMS]

Allen, that does not work.  Please provide next steps. I still can't work.

[Adriana_S]

Same problem with us, hope this gets resolved soon.

[mthaddeusm]

I am having the exact same issue.  It started today. UGGGG. Whole day of work lost.

[CathP]

Exactly!!

And I wish that our document will nto be corrupted!! I don't want to restar 3 days of work!

[Gê.Oliveira]

I had a major project corrupted after three weeks of hard work, right at the first bug! Wish you better luck than me!

[$abre]

You are not doing incremental saves (projectFile-01, *-02, etc.) and setting project backups?  I may go overboard on that, but I don't want to lose 15 minutes worth of work, let alone 3 weeks.

[mthaddeusm]

I usually save often too, but the problem is that I couldn't save my file and backup didn't kick in. So, I lost hours of work, uninstalled Captivate, reinstalled Captivate, and still had the problem.  Then I researched the issue and found a bunch of other people having the same issue. That was my whole wasted day...

[CathP]

Same Problem!! I Panic!! I must finish my document ASAP.

I always work on local and this morning I have open my computer who was only on sleep. My document was still open on Captivate and as soon as I touch something, captivate show me a critical error message, close all my document and then, I can't open my document because it's telling me that someone is on the document OR the document is corrupted! 

I have copy my document, clear the cache, restart my computer and then I was finaly able to open a document..... but as soon as I save..... the message with the CPInternalZip... pop up and it was finish one more time. Not able to open any document! grrrr!! 

It's not the first "critical" bug from captivate!! It's so anoying when you must finish your job and can't!!!

[sveint61626332]

Try to disconnect internet before starting Captivate, then connect to internet again. Works for me.

[Aniket Dharia - aptlogica]

The file saving and publishing works only if we start Captivate before connecting to the internet. This is strange but seems to work atm.

[SB_Pendragon]

Not sure if this helps anyone but I have found that opening captivate and the file offfline and then going online is working for me. It's made it much more workable as I need to be online for SharePoint, Stock etc.

[BrysonDeetz]

But this does not help those who have their project open, as we cannot close it to reopen it :(. In any case, all my hard work gone.

[johnh90377359]

As of 3/13/2020 I am still having the same problem. It is intermittent, sometimes it works and sometimes I get this error when I try to save a file.  Working offline seems to be the only solution right now.

[iDoNotBelieveIt]

I am delighted to say that the issue now appears resolved 🙂

[ShelleyBrown]

I've spent 8 months working on a Elearning project for work. I was on my final edit ready to submit to our LMS and I can no longer access my files as of Friday March 12th. I get the error for every captivate file I have regardless of date created or accessed. I have not cleaned out my cache and I do have backups but no solutions work. I'm devastated to lose all this work and at a loss to explain this to my IT helpdesk and my bosses. When can I expect to access my files?  I have academic deadlines for students and need to deploy my project ASAP. 

[piotr.burchart]

Hi,

I had exactly the same problem yesterday, but today morning for someone everything backed to normal.  Yesterday noticed also that for some project background images just disappeared.

I hope it will be fixed ASAP and not left because days have passed since this problem appeared.

PB

[Eric Dumas]

Hi, I had images dissapearing as well. I am lucky, I was able to push deadline by a couple of days, all seems ok now. Just some frustrations to deal with.

[Dr. Pooja Jaisingh]

Hi Shelley, 

I'm really sorry to know that you're facing this issue. Can you please write to us at CaptivateHelp@Adobe.com and we'll help you with it.