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Captiv8-11
New Participant
March 5, 2011
Question

Captivate 5 crashes after splash screen

  • March 5, 2011
  • 4 replies
  • 3753 views

I've downloaded the trial version of Captivate 5 and every time I try to start the program, I can't get passed the splash screen.

I'm running:

Win7 Home Premium, 64-bit

i5 2.27 GHz

4 GB RAM

350+ GB memory available

Upon initial launch, program crashed and produced an error message: "Adobe Captivate is not responding." I changed the AdobeCaptivate.exe file properties to "Run this program in compatibility for: (tried all options)" and "Run this program as an administrator" and no luck. Making the file compatible to a previous OS version caused the file to simply freeze (rather than crash) but prevented the Trial Activation prompt when operating as compatible for versions earlier than Vista.

I've tried uninstalling and reinstalling 6 times, after following various recommendations on potential fixes. Have also tried:

Cleaner tool - http://www.adobe.com/support/contact/cs5clean.html

AdobeNotificationsDllFieldReplacementTool.exe

Deleting the "amt3.log" file from the temp folder (saw this in a previous post, I guess to look for process errors)

The only "error" message listed in the entire amt3.log file is "Sequence Error!  PreValidate called after Validate!" towards the very end of the log sequence. I'm at the end of my rope here. I almost purchased Captivate 5 without downloading the trial version first. I'd still like to purchase it but not if I can't even get the trial version to work.

Someone please help. Thanks.

This topic has been closed for replies.

4 replies

T
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New Participant
August 16, 2012

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A
Anonymous
March 10, 2011

Well I've had NO luck running Captivate 5 on my office system - Windows XP, or my home system Windows 7 Home Premium 64bit. I spent over an hour with an Adobe tech trying to get Captivate 5 to even launch on my home system, and we gave up. When I click the Captivate icon, I get the splash screen, and it says "Loading," but it never gets beyond that point. The same problem happens at work and at home. It's too bad, because if Captive 5 worked well I was going to upgrade to Tech Suite 3.

A
Anonymous
May 19, 2011

Hello Aodhan,

Contact  Adobe Support for Adobe Captivate, Adobe RoboHelp, Adobe FrameMaker,  Adobe Tech Comm. Suite & Adobe E-Learning Suite by dialing :

Via Phone:                          USA   1-800-833-6687  Option 2 > Option 5 > Option 3

Via Email:                             TCS.SUPPORT@adobe.com

You can dial this number for any customer service and technical question.

A
Anonymous
March 7, 2011

Hi,

Please delete the Captivate Preferences folder before you try launching Captivate again.

For Win7, Captivate Preferences folder is located at : C:\Users\<user name>\AppData\Local\Adobe

Here, you will see a folder titled 'Captivate 5'. Delete the entire folder and try launching Captivate again.

Please get back to us if the problem persists even after deleting Preferences.

Thanks,

Thejas

Adobe Captivate

C
Captiv8-11Author
New Participant
March 7, 2011

Hi Thejas,

Thanks to both of you for replying but I managed to resolve this yesterday

and meant to post it but I've been traveling.

I tried the suggestion in the last entry of this post and it worked:

http://forums.adobe.com/thread/685123?tstart=1

It was a font problem that was causing Captivate to hang up and once I ran

FrenzyFont, it started working (with compatibility set to Windows XP Service

Pack 3).

RodWard
RodWard
Community Expert
March 5, 2011

Hi and welcome to this forum.

It sounds like you've tried most of the usual fixes for this installation issue.

I'm only a regular user like yourself but I know that the Adobe developers watch this forum closely for any issues like the one you're having.  They'll usually chime in pretty quickly to offer assistance via some kind of screen sharing session so that they can investigate what's happening.

Stay tuned and be patient. Help is on the way, but even developers need a weekend.

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