Participant

Question

Captivate 2019 will not install once downloaded.

Forum|Forum|7 years ago
August 28, 2018
9 replies
10072 views

I have a problem with installing Adobe Captivate 2019. I have successfully downloaded it, however, it freezes after I select the location where to extract the files to. The point where it freezes has the message "Preparing files. Please wait while the downloaded files are being extracted." I have uninstalled all trial versions and have restarted my computer multiple times.

Cheers

This topic has been closed for replies.

Cheraeprestegard

Participant

I know I'm late to the party but for anyone else reading try going to the installer file location and granting permission.

After several hours of mindlessly just trying to install over and over again and have it freeze out towards 90% I went to the file location, clicked, and was immidiately prompted for permission.

Problem solved.

N

NotUsedNA

Participant

Hopefully this post will help someone else with the same issue. I had to contact support in order to get this link. It is a working copy of the "Set-up.exe" zipped for you to download, unzip and replace the original in the extracted files location. https://adobe.ly/2ppFMDa

J

Jean-Guy FR

Participant

I just faced the same issue after having bought and downloaded the 2019 version 2 days ago.

Thanks to this thread, I was finally able to install the software I have paid for :-)

@Adobe people: what are you waiting for to fix your setup package???

Edit: After having installed CP2019 successfully, I am now facing the same issue described in this thread when I try to get the update (Help/Check for Updates).

Unfortunately, in that situation I do not see any way to replace the Set-up.exe file :-(

@Adobe people: please provide a fix!

I am using a corporate Lenovo L560 laptop with Win7 64 running on a SSD + McAffee EndPoint Security

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Jean-Guy FR

Participant

Here is the workaround provided by Adobe Support when you are blocked when trying to run the update by using Help/Check for Updates

(action is described for Robohelp & Framemaker but is the same for Captivate 2019)

https://helpx.adobe.com/tech-comm-suite/kb/blank-screen-install-robohelp-framemaker-2019.html

J

joeymnzAuthor

Participant

I resolved the issue by downloading it at home instead of work. My colleague and myself had the same issue. It must not be downloading fully at work (even though it says it is).

Cheers

Lilybiri

Legend

Probably a firewall issue.

C

Cheesehead4

Inspiring

RodWard and CumbAdmin

That's the problem here. The files expand, I start setup.exe from the expanded folder (as Admin), and it just hangs. I have to kill the process (after a day of letting it sit idle - no cpu/memory/disk activity). All other software (Microsoft, ESRI, AutoDesk) or Adobe updates/installs work fine, so pretty sure not a firewall issue.

I'm on a PC, 32 GB RAM, 1TB SSD for software. Have never had an issue like this.

Thanks

Paul

A

Ashish.K

Adobe Employee

Hi All,

We have a solution available for installation issue with Adobe Captivate 2019. Please connect with us using the link below:

Contact Customer Care

Regards

Ashish

C

christopherg27591917

Participating Frequently

Care to share, as your link does not work...

C

CumbAdmin

Participant

Similarly .... new install ... expands files ... enter adobe id ... then hangs. No disk / memory activity etc against the installer.... just hangs with a blank page.

Adobe ... do you have any guidance as first impression not great!

RodWard

Community Expert

Expanding the files is only the first part of the installation process. There should be a folder on your desktop with the installation files inside. If you can find that folder, try executing the setup exe from there.

C

christopherg27591917

Participating Frequently

Thanks for your response, the issue is past that point in the process. When run, Setup.exe is hanging under certain circumstances. (I suspect windows 10 compatibility - Is anyone experiencing this on a Mac or other windows versions?)

After Adobe trying time and time again to close my call, they have this morning finally acknowledged that there is an issue with their installer (setup.exe) and this is with their product team for resolution. It appears that this issue is fairly common as they are now getting more calls relating to it.

I'll keep everyone updated once I find a solution or get Adobe confirmation of resolution.