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Fatal Error when trying to add Closed Caption and/or Slide Notes

New Here ,
Mar 03, 2020

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As the subject says, I get a fatal error everytime I click on the plus sign to add closed captioning (CC) and/or slide notes.  I select the section of audio for which I want to add the CC, click the plus, and POW!  Fatal error everytime.  I've tried this on multiple projects.  I even created a new blank project, added an audio clip, and attempted to add CC to no avail.  I'm using version 11.5.0.476.  Trying to get our admins to update to the latest version to see if this will fix it, but I doubt it as I cannot find anyone with a similar post.  Any help would be appreciated.

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Fatal Error when trying to add Closed Caption and/or Slide Notes

New Here ,
Mar 03, 2020

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As the subject says, I get a fatal error everytime I click on the plus sign to add closed captioning (CC) and/or slide notes.  I select the section of audio for which I want to add the CC, click the plus, and POW!  Fatal error everytime.  I've tried this on multiple projects.  I even created a new blank project, added an audio clip, and attempted to add CC to no avail.  I'm using version 11.5.0.476.  Trying to get our admins to update to the latest version to see if this will fix it, but I doubt it as I cannot find anyone with a similar post.  Any help would be appreciated.

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Most Valuable Participant ,
Mar 03, 2020

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You are indeed on a version which got quickely a bug patch. Please upgrade to 11.5.1.499 and check again.

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Adobe Community Professional ,
Mar 03, 2020

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In addition to (or even before) updating, I would suggest you try resetting your Preferences.  That will also sometimes resolve this issue.

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Most Valuable Participant ,
Mar 04, 2020

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I remember that this problem occurred with the first version of 11.5, reason why I insisted on upgrading immediately.

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New Here ,
Mar 04, 2020

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I did finally get the update once I should your response to our admins.  Unfortunately, I'm still getting the same fatal error.  The error has nothing specific as to why it crashed, just that it did crash.

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New Here ,
Mar 04, 2020

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Thank you for the suggestion, but I can't seem to find how to reset preferences.

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Most Valuable Participant ,
Mar 04, 2020

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Find the subfolder 'utils' under the installation folder and run the CleanPreferences... file while Captivate is closed. Are you on Windows?

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New Here ,
Mar 04, 2020

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Thanks for the quick response.  Still a fatal situation.  I'll see if I can get it uninstalled/reinstalled.

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New Here ,
Mar 04, 2020

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And yes, I'm on Windows 10.  I also have creative cloud with Dreamweaver, Photoshop, Illustrator, and others.

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