Problem downloading assets in new 11.5.0 version

[melissah55394993]

I'm loving a lot of the features in the new update, but I'm running into an issue when trying to download new character assets. I can browse the characters just fine, but after I click the download button, everything freezes on this screen. I am locked out from any other Captivate functions, and after waiting for 20 minutes, the issue doesn't resolve. I have to force quit the application to proceed. Does anyone have thoughts on how to resolve this issue?

[Charushree_MB · Accepted solution]

Hi,

Please clear your Content folder and Character_11_5 folder:

C:\Users\Public\Documents\Adobe\eLearning Assets\ Content

C:\Users\Public\Documents\Adobe\eLearning Assets\Character_11_5

Clear your preferences :

C:\Program Files\Adobe\Adobe Captivate 2019 x64\utils\CleanPreferencesWin.bat and relaunch captivate.

Please write to me at cmb@adobe.com if thr issue still persists.

Thanks,

Charu

[melissah55394993]

That did the trick! Thank you. 

[pmreaves2317b]

Charu,

I am having the same problem as the orginal poster. I tried the steps that you outlined for that question but I still cannot download any characters from the "Discover" tab. I get the blank download window with the "Cancel" button. I can see that it has downloaded the file to the temporary file location under the session number but the PNG file is never moved to any Captivate asset folder. I simplay cannot get the characters from eLearning Brothers to Captivate 2019 11.5.

What else can be done?

Many thanks.

[Charushree_MB]

Hi,

I am assuming this is because Character_11_5 folder is not getting created after downloading character/s from Discover tab. Please verify this.

If the folder is missing, please create the folder manually and try downloading the character. Let me know if this works.

Thanks,

Charu

[pmreaves2317b]

That folder was created. It was, however, marked as "Read Only." I suspect that is wrong. I removed that restriction and the problem remains.

Thank you for your assistance. I appreciate the effort.

Paul

[pmreaves2317b]

I may have spoken too soon.

I was going to delete the existing folder and recreate it according to your instructions but forgot to do so before responding. I deleted the folder and recreated it manually and the process went to completion. Now, to see if I can access those downloaded assets.

Again, many thanks,

Paul

[barbaram84390778]

Hi,

I have a similar problem as the original poster. I also get a blank download screen, however Captivate doesn't freeze - I can click on cancel and return to Captivate, but the download window itself always stays empty. I have attempted all the steps suggested in this thread and am still having the same issue..

When I use the license on a Mac it works, the issue occurs only on a Windows 10 machine.

Is there any other steps I can try?

Thanks

[Lilybiri]

Are you using the most recent version which is 11.5.1.499?

[arieke]

Hi Charu,

I am having the same issue with downloading assets. I saw your response to the original post but I'm confused. Do I need to delete everything that is in the Content and Character_11_5 folders including all sub folders? Or do I need to go into each subfolder and delete everything in them? Also, by clearing these folders, am I going to lose access to all of the content (audio files, icons, buttons, themes, etc.) that are contained in these folders?

I just want to know exactly what I'm doing before I just start deleting things.

Thanks!

Amy

[JohanBANELLA]

Hello, I have the exact same problem and tried the answer given by Charushee_MB, but unfortunatelly it does not work.

So my issue remains. 

Are there some other tricks to try? 

Thanks

A.

[McpOscar]

Check the Adobe Captivate Assets version and you need a folder for that one.

I install Captivate 11.5 but package comes with assetes 11.0

so i have to create 2 folders in following path: c:\Users\Public\Documents\Adobe\eLearning Assets\

Interactions_11_0

Characters_11_0

[StephanieBogDog]

Thank you, the directions worked for me 10/13/2021

[deejy123]

Hello, 

I have a question about clearing the contents.  I want to be sure about how I am to clear the contents.  When I get to each of the folders like the Content folder under Assets folder do I delete everything in that folder? Or what's in the folders. Then go to Character_11_5 and delete everything in that folder?  And so on.  

Thanks for any help.