Captivate 2019 v11.5 stops at 72%

[bethmesech]

On Windows 7 tried twice. Please provide assistance.

[Lilybiri]

You did clear Preferences?  Once the Update starts, normally Captivate should be closed, heard from some users that it didn't for them, that they had to do iit manually.

I have it installed on one Win7 system as well, and had issues when installing. I did delete the eLearning assets from 11_0 (backupped custom ones) and could install after that deletion. Do not forget to have logged in the Adobe CC app (for the Adobe fonts in Captivate) while installing.

[bethmesech]

Yes we did all that.  Still does not load.  Stops at 72%

[Lilybiri]

Forgot to ask: are you installing in the default locations, with default paths for cache and Captivate files?

[AJIT_M]

Hi Beth,

I have sent you a private message. Please provide the requested information so that we can connect and look into the issue.

Regards,

Ajit

[Emily_Serenity]

I had horrible issues getting this update. After a long chat with Adobe, we deleted all the other versions of Captivate off my computer and reinstalled from scratch. Sadly I also had to reinstall all the voices and assets too. I still think I'm missing parts, but at least it runs now. I am on Windows 10 though.

[mgibbonstraining]

I'm having the same issue too - I just posted a question to get some help with this issue.  Having a non-fully functioning version of Captivate 11.5 will not work for me or the people I support.  I'm speaking for hundreds of users at my company as I'm the first adopter and handle all the upskill training.  I'm on Windows 10 as well.

[Lilybiri]

Understand the problem, but was not able to reproduce it, which makes finding a possible solution very hard.

Did you clean Preferences before installing the upgrade? I had to do that to have the install functioning correctly.

[mgibbonstraining]

Hi Lieve - Thanks for the reply. The reason the upgrade failed was probably due to not cleaning preferences (I tried updating the first day the update was available and there wasn't any information on a fix).  

The problem I'm having is I uninstalled Captivate and did a fresh install of CP11.5 and it is missing key functionality (Assets panel doesn't populate, downloads do not load into Downloads, 360 video is not displaying on the stage but shows in the filmstrip view, etc.).  I'm trying on a 2nd computer to see if I can just upgrade by deleting preferences.  If that works, I'll delete 11.5 and reinstall 11 and upgrade.  This should have been cleaner process though.  I hate the idea of attempting this with all 200+ Captivate licensed users at my company until we know it upgrades without workarounds.

[Lilybiri]

Just FYI, I have one system where I did install only 11.5, and everything works as expected. But I did clear Preferences, had already uninstalled previous versions.

Sure, try to upgrade after clearing the preferences.

[bethmesech · Accepted solution]

My IT department was able to work with Adobe support to resolve the issue.  Seems it was an issue with my network permissions.