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Captivate 2019 v11.5 stops at 72%

Community Beginner ,
Jun 21, 2019

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On Windows 7 tried twice. Please provide assistance.

Correct answer by bethmesech | Community Beginner

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

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Captivate 2019 v11.5 stops at 72%

Community Beginner ,
Jun 21, 2019

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On Windows 7 tried twice. Please provide assistance.

Correct answer by bethmesech | Community Beginner

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

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Jun 21, 2019 0
Most Valuable Participant ,
Jun 21, 2019

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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.

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Jun 21, 2019 0
Community Beginner ,
Jun 21, 2019

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

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Jun 21, 2019 0
Most Valuable Participant ,
Jun 22, 2019

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

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Jun 22, 2019 0
Adobe Employee ,
Jun 22, 2019

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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

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Jun 22, 2019 0
Community Beginner ,
Jul 01, 2019

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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.

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Jul 01, 2019 0
New Here ,
Jul 01, 2019

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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.

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Jul 01, 2019 0
Most Valuable Participant ,
Jul 02, 2019

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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.

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Jul 02, 2019 0
New Here ,
Jul 02, 2019

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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.

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Jul 02, 2019 0
Most Valuable Participant ,
Jul 02, 2019

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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.

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Jul 02, 2019 0
Community Beginner ,
Aug 02, 2019

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

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Aug 02, 2019 0