Attention: Adobe Captivate Customers who experienced problems on March 09,2021

Adobe Employee ,
Mar 11, 2021 Mar 11, 2021

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UPDATE (3/15/2021): We've made some changes in the backend. Should you see the erro rmessage, restart Captivate. Meanwhile we are working on this issue.

Many Captivate users reported issues in opening and saving files on March 9th and then reported the disappearance of the issue on March 10th. The issue appears to have been triggered by updates to the Microsoft Operating System.

If you are still experiencing issues, please ensure you have installed the following Microsoft Windows Updates on your computer:

We recognize that for many users this interruption may have created disruptions in your busy schedules. We hope that you will not hesitate to reach out regarding any technical challenges that this unfortunate situation created. For additional support, please contact us at Captivatehelp@adobe.com.

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Contributor ,
Mar 12, 2021 Mar 12, 2021

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...

Sorry...

But it must be something else...

MAJ_C_02.png

 

MAJ_C_01.png

 

And Captivate is still giving me problems since this morning... !!!...

😉

...

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Most Valuable Participant ,
Mar 12, 2021 Mar 12, 2021

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Bizarre... je n'ai plus de problèmes. Après l'installation du patch de mardi je n'avais qu'à redémarrer le système et tout est rentré en ordre.

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New Here ,
Mar 12, 2021 Mar 12, 2021

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After I installed the updates my laptop was missing it still did not fix anything. Please find a solution ASAP. We have deadlines and we cannot even save our work!!!

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Most Valuable Participant ,
Mar 12, 2021 Mar 12, 2021

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Did you reboot another time? That solved it for me.

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New Here ,
Mar 12, 2021 Mar 12, 2021

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yes kinda a lot of times 🙂 

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New Here ,
Mar 12, 2021 Mar 12, 2021

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It worked for a few minutes when I installed KB5000802.  I was able to save a couple times without issue, but now the error is there again.  I cannot save.  Running in admin mode and restarting computer are not helping.

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Adobe Employee ,
Mar 12, 2021 Mar 12, 2021

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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.

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Adobe Employee ,
Mar 12, 2021 Mar 12, 2021

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Hi everyone

Apologies for this inconvenience.We are working on this issue. We will update you the progress.

As a workaround – Please turn off the internet and use Captivate.

Thanks,

Saurav

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New Here ,
Mar 12, 2021 Mar 12, 2021

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I just discovered that this issue also correlates to clearing cache in Preferences (Captivate 2019).  I reinstalled Captivate day before yesterday to regain access to my project files (worked).  This morning I just cleared my cache (cache is not the same folder as where I save project files) and not I have not access to any of my project files again.  Reinstalling Captivate involves me calling my help desk to reinstall since I don't have admin privileges.  This is a huge issue.

I'll review the KB also.

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New Here ,
Mar 12, 2021 Mar 12, 2021

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Workaround for restoring access to project files

This process just worked for me to restore access to project files after clearing cache (Cache folder is and never was set to the same as the publish folder).

1.  Reinstall Captivate 2019 (Captivate_2019_x64_LS21.zip)

2.  Tested access to project files and got error

3.  Opened Preferences >> General Settings >> Default Locations: Set both Publish At: and Project Cache: to original locations prior to clearing cache

4.   Stay in Preferences >> Recording >> Video Demo >> Working Folder: Set to original location.

5.  Tested access to project files - can open them again.

 

This is ONLY a work around.  Still need Adobe to fix and solve permanently.

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New Here ,
Mar 12, 2021 Mar 12, 2021

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Some of us cannot just apply the KB solutions since we're on corporate Enterprises.  All KB have to be vetted with enterprise support before applying.  

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Adobe Employee ,
Mar 12, 2021 Mar 12, 2021

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Hi, please follow this post for updates on file operation disruptions experienced on 12th March: https://elearning.adobe.com/2021/03/having-trouble-saving-adobe-captivate-files-on-microsoft-windows...

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New Here ,
Mar 12, 2021 Mar 12, 2021

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Additionally, I saw Adobe Captivate update 11.5.5 this morning. Attempting to download/update causes: update error 184.

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New Here ,
Mar 12, 2021 Mar 12, 2021

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You post link is not practical since I need to be online to monitor other jobs and activity with my office.  

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