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video Demo crashes Captivate 2019

Community Beginner ,
Apr 13, 2020 Apr 13, 2020

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I have read the forums and tried:

 windows 10 all updates loaded as is my video card

start as administrator

all save areas point to c drive

cashe has been cleared

dont have logitech capture loaded

 

I did a full reinstall. The other projects load just not the video option. I bought it today and it failed to start that module from go. All my other adobe software works fine.

 

Appreciate any help. More details below,

 

Ian

 

here is the error in event viewer:

Faulting application name: AdobeCaptivate.exe, version: 11.5.1.499, time stamp: 0x5d42e02b
Faulting module name: KERNELBASE.dll, version: 10.0.18362.752, time stamp: 0x2023e189
Exception code: 0xe06d7363
Fault offset: 0x000000000003a859
Faulting process id: 0x4004
Faulting application start time: 0x01d6121dce466a84
Faulting application path: C:\Program Files\Adobe\Adobe Captivate 2019 x64\AdobeCaptivate.exe

 

here is my hardware config:

OS Name Microsoft Windows 10 Pro
Version 10.0.18363 Build 18363
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name TOS
System Manufacturer Gigabyte Technology Co., Ltd.
System Model Z390 AORUS ULTRA
System Type x64-based PC
System SKU Default string
Processor Intel(R) Core(TM) i9-9900K CPU @ 3.60GHz, 3600 Mhz, 8 Core(s), 16 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. F7, 14/03/2019
SMBIOS Version 3.1
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer Gigabyte Technology Co., Ltd.
BaseBoard Product Z390 AORUS ULTRA-CF
BaseBoard Version x.x
Platform Role Desktop
Secure Boot State Off
PCR7 Configuration Binding Not Possible
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume7
Locale United States
Hardware Abstraction Layer Version = "10.0.18362.752"
User Name TOS\Ian
Time Zone AUS Eastern Standard Time
Installed Physical Memory (RAM) 32.0 GB
Total Physical Memory 31.9 GB
Available Physical Memory 22.5 GB
Total Virtual Memory 36.7 GB
Available Virtual Memory 24.1 GB
Page File Space 4.75 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualization-based security Not enabled
Device Encryption Support Reasons for failed automatic device encryption: TPM is not usable, PCR7 binding is not supported, Hardware Security Test Interface failed and device is not Modern Standby, Un-allowed DMA capable bus/device(s) detected, TPM is not usable
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes

Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: e11e7d3a-117f-4496-8e13-d141d62c64f0
Faulting package full name:
Faulting package-relative application ID:

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Community Expert ,
Apr 14, 2020 Apr 14, 2020

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Are you launching Captivate with Run as Administrator privilege?

I see mention of Device Encryption failing.  Is your hard drive encrypted?

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Community Beginner ,
Apr 14, 2020 Apr 14, 2020

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Hi, yes I'm running as admin and my drives aren't encrypted 

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Community Beginner ,
Apr 14, 2020 Apr 14, 2020

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I have exact same issue ... worked last week ... this week can do everything but a Video Demo ... it simply closes.

I found the same error in Event Viewer ...

Faulting application name: AdobeCaptivate.exe, version: 11.5.1.499, time stamp: 0x5d42e02b
Faulting module name: KERNELBASE.dll, version: 10.0.18362.719, time stamp: 0xb31987d3
Exception code: 0xe06d7363
Fault offset: 0x000000000003a859
Faulting process id: 0xcf8
Faulting application start time: 0x01d612e110270c34
Faulting application path: C:\Program Files\Adobe\Adobe Captivate 2019 x64\AdobeCaptivate.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll

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Community Beginner ,
Apr 15, 2020 Apr 15, 2020

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Yes it is a real problem. A technical support person did a remote access today without success. She really did her due dilligence and tried a lot of things i hadn't thought of. Said she would get back to me. so here's hoping

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Community Beginner ,
May 03, 2020 May 03, 2020

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I am also facing the exactly the same issue. Video Demo crashes without giving any message. I am running with administrative privileges and windows event log generate the following error:

Exception code: 0xe06d7363
Fault offset: 0x000000000003a799

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Community Expert ,
May 03, 2020 May 03, 2020

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Do you run with the setting 'Run as Admininstrator'?

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Community Beginner ,
May 03, 2020 May 03, 2020

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Yes. 

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Community Expert ,
May 03, 2020 May 03, 2020

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Have you done a recent Windows Update?  You may need to check your logs for Windows Update to find out because some install updates silently.

 

We've seen this particular issue quite a bit lately on the forums with the same DLL being mentioned as the faulting module.  My guess would be that a recent change to the Windows operating system DLLs is now causing Captivate to crash when trying to record a Video Demo.  Not everyone is affected so it may only be a problem on certain systems.  Either way, I feel this is one of those issues that Adobe's Captivate dev team needs to weigh on on.  It's not likely something we here on the forum can fix.  It could require an update to Captivate itself so that it is able to work with the updated Windows DLL.

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Community Beginner ,
May 04, 2020 May 04, 2020

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In my case, I had installed Snap Camera and then the problem started ... I uninstalled Snap Camera but still had Adobe Technician work on my computer.

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Community Beginner ,
May 04, 2020 May 04, 2020

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LATEST

Both Windows and Captivate are up to date. 
Thank you for your kind efforts in analyzing the problem. I will connect with the Adobe team. 

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