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Captivate 2019 will not install once downloaded.

New Here ,
Aug 27, 2018

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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.

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Captivate 2019 will not install once downloaded.

New Here ,
Aug 27, 2018

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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

Topics

Editing, Installation and licensing

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Most Valuable Participant ,
Aug 28, 2018

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Did you clear cache and clean preferences.

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Adobe Employee ,
Aug 28, 2018

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Hi Joey,

I have sent you an email. Please reply to my email so we can check the issue at your end.

Regards
Ashish

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New Here ,
Sep 04, 2018

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Has there been a resolution to this please Ashish?

I've got a similar issue and the Adobe call centre couldn't suggest a solution.

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Most Valuable Participant ,
Sep 04, 2018

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Do you have full administrator rights?

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New Here ,
Sep 04, 2018

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Hi Lilybiri! thanks for the response!

I've tried pretty much every combination of the below;

  1. Cleared project cache
  2. Logged on Via AD as user / local admin / domain admin / some other local account adobe wanted set up
  3. Extracting from the .zip as user / local admin / domain admin. (tried all of this both locally and on network drive)
  4. Opening setup.exe as admin, and as user - Tried from C:, from network drive and from desktop (although we use roaming desktop so technically another network drive)
  5. I've used the links that appeared in captivate, and the ones sent to me by the Servicedesk.
  6. I've tried all combinations of the above with the additional assets and voice packs not installed, and then again with them installed.

Any suggestions would be appreciated!

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New Here ,
Sep 11, 2018

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Seems Adobe support are out of ideas.. they missed multiple callbacks that they have arranged with me and keep emailing asking me to mark the call as resolved. Awesome...

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New Here ,
Sep 06, 2018

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Same issue for me any tips would be greatly appreciated.

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Explorer ,
Sep 11, 2018

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Same problem here, tried everything. Just hangs on Setup.exe start. I have full Admin rights.

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New Here ,
Sep 20, 2018

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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!

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Adobe Community Professional ,
Sep 20, 2018

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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.

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New Here ,
Sep 20, 2018

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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.

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New Here ,
Sep 20, 2018

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Hi Rod,

thanks for that .... running from the desktop setup program has already been  ... it puts up the prompt for the adobe id and then hangs. Have tried multiple ways ... all result in the same outcome. We are using Windows 10, so will see the link customer care link provided by the staff member as it looks like a setup / win10 issue!

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Resources
Captivate User Guide
New Group