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"Getting assets from asset store" loop

New Here ,
Aug 13, 2020

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Hi,

I've just installed Captivate for the first time and I'm attempting my first project.

I'm trying to insert an Intro slide and all I see if this message ""Getting assets from asset store"

I've tried other slides and projects. I've shutdown my firewall and AV scanner. Left it for > 1 hour. 

I have 100MB internet and plenty of HDD space. PC performs well editing 4k video so I don't think it's a performance issue. 

Any advice?

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"Getting assets from asset store" loop

New Here ,
Aug 13, 2020

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Hi,

I've just installed Captivate for the first time and I'm attempting my first project.

I'm trying to insert an Intro slide and all I see if this message ""Getting assets from asset store"

I've tried other slides and projects. I've shutdown my firewall and AV scanner. Left it for > 1 hour. 

I have 100MB internet and plenty of HDD space. PC performs well editing 4k video so I don't think it's a performance issue. 

Any advice?

screenshot-captivate.jpg

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Aug 13, 2020 0
Most Valuable Participant ,
Aug 13, 2020

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Bit off topic but if you are really new to Captivate may I recommend NOT to start with a responsive project please? 

You are in the responsive demo project (very annoying). Try to close it and if you really insist on a responsive project, create a new one. Hopefully you'll not be in that demo project at that moment.

Which slide from which Quick Start Project did you try to insert? It can take a while... I wonder if you are behind a firewall which is interfering with the download?

 

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Aug 13, 2020 0
New Here ,
Aug 13, 2020

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I've created a new blank project and a similar thing happens. This time I'm trying to add a YouTube video and it jumps to 50% then stops. I hit cancel then it throws up a message "Video encountered an internal error"

Ben5C88_0-1597318172397.png

 

Ben5C88_1-1597318212628.png

My firewall is disabled. 

 

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Aug 13, 2020 0
Most Valuable Participant ,
Aug 13, 2020

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This is not relateed to the Assets Libraray I suppose. May have a totally different cause. What was your workflow to insert the video? Can you link to that video with the command 'Open URL'?  Maybe you are not allowed to embed that particular video. 

You are on Windows.  Do you run Captivate with the setting 'Run as Administrator'? Is the folder 'My Documents' realyl a folder on your system or do you have a roaming profile? 

 

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Aug 13, 2020 0
New Here ,
Aug 14, 2020

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I had the same issue and the instructions in this post worked for me:

https://community.adobe.com/t5/captivate/issues-with-asset-panel-in-adobe-captivate-2019-release/td-...

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Aug 14, 2020 0