Captivate Characters from previous releases missing

[Arisugawa]

I use avatars in my projects frequently. I've recently upgraded to Captivate 2019 and none of my characters are showing available.

I've tried using the solution here: https://helpx.adobe.com/captivate/kb/captivate-2019-update-2-faq.html but that did not work. My 11_0 folder does not have an images subfolder, only the business, medicine, casual, etc, folders, and moving those to the Assets folder for 11_5 did nothing.

I also tried the solution here: https://community.adobe.com/t5/captivate/problem-downloading-assets-in-new-11-5-0-version/td-p/10505... but that does not work. I don't have this available to me: C:\Program Files\Adobe\Adobe Captivate 2019 x64\utils\CleanPreferencesWin.bat ; the Adobe folder does not have an Adobe Captivate 2019 x64 subfolder even when I view hidden files. 

I'm a complete loss right now and I'm very frustrated. Please help, thnx.

[Lilybiri]

You don't have the utils subfolder? That is very weird, looks like something went wrong during installation. Do you have admin rights for Captivate? 

[Arisugawa]

I do not even have the Adobe Captivate 2019 x64 folder. So I can't even look for a utils subfolder.

[Lilybiri]

Perhaps you do not use the 64-bit application, but the 32-bit? Look in that case under Program files (x86) for Adobe\Adibe Caotuvate.

[Arisugawa]

It is the 64 bit version.

I'm currently using the 11.5.1.499 version of the software. My co-worker (who is using 11.0.0.243) does not have the same problem. Her characters populate in the asset window normally.

[Arisugawa]

Found the relevant folder, found the .bat file. Ran it. No change. I still have no avatars in the asset window.