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bekaert8550
Participant
June 4, 2018
Answered

Captivate 9 crashes right after (re-)installation

  • June 4, 2018
  • 2 replies
  • 567 views

We have trouble after installing Captivate 9. The installation finishes but if you start up the application "an error has occurred. Captivate needs to close". You don't have the chance to edit the preferences and change to a local path, it just crashes. Windows 10 v1607 build 14393.2248. Older installations that used to work have the same problem, it seems to relate to Windows updates. Completely removing and re-install gives the same problem. Some Adobe help is needed here..

This topic has been closed for replies.
Correct answer Lilybiri

Maybe you misunderstand: this is a user forum

DId you clean the Preferences when (re)-installing? You don't need to open Captivate, just look in the subfolder 'utils' under the application folder and run the ClearnPreferences.... appropriate for your OS. If you are on Windows, do Run Captivate as Admininstrator, please.

2 replies

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bekaert8550Author
Participant
October 16, 2018

Hello,

Currently we're experiencing the issue also with users on win 10 build 1709. that captivate 9 crashes without being able to set the preferences due to the redirection. Even though the CleanPrerencesWin.bat file is tried and the folder got renamed under *\username\appdata\local\adobe\captivate and *\username\appdata\roaming\adobe\captivate.

The program crashes as soon as the dialog box is closed to change the folders under preferences.

Under a user without redirections this is not an issue.

But every other user is. Is there a way to change the preferences mapping without starting the program? Registry or ini file or...?

RodWard
Community Expert
RodWardCommunity Expert
Community Expert
October 16, 2018

Not that I am aware.  However, perhaps we need to look at a few other possible causes first.

  • Are you launching Captivate with Run As Administrator privileges?
  • Are you on a corporate network using roaming user profiles?
  • When you look in Preferences at the Default Location fields, are they both pointing to folders on the local C drive of your PC or somewhere else?
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bekaert8550Author
Participant
October 17, 2018

Hello,

Thank you for the quick reply.

  • Are you launching Captivate with Run As Administrator privileges? Yes, but with or without same result. Unless run under a different user account with admin privileges since then the redirect is not found/applied.
  • Are you on a corporate network using roaming user profiles? Yes
  • When you look in Preferences at the Default Location fields, are they both pointing to folders on the local C drive of your PC or somewhere else? Cannot get to this setting under the users profile as it crashes as soon as close is clicked on the message that the preferences need to be changed, and until this point nothing can get accessed without closing the dialog boxes first.
Lilybiri
LilybiriCorrect answer
Legend
June 4, 2018

Maybe you misunderstand: this is a user forum

DId you clean the Preferences when (re)-installing? You don't need to open Captivate, just look in the subfolder 'utils' under the application folder and run the ClearnPreferences.... appropriate for your OS. If you are on Windows, do Run Captivate as Admininstrator, please.

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bekaert8550Author
Participant
June 8, 2018

Thanks for the reply. It was solved with the CleanPrerencesWin.bat and then run the application as administrator, going to Help.. and from there "Updates". After getting Update2 and some other, starting Captivate normally was ok. Then immediately changed the paths in Preferences to a local path.
After this only "Video Demo" still gave an error, something with "COM Surrogate"..

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