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Screen in a Screen using character assests

New Here ,
Mar 23, 2020

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For some reason when I try to utilize or download the character assets, this is what I get.  Any ideas? Computer has been restarted, updates have been done. 

 

 

captivate character asset.pngcharacter asset two.png

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Screen in a Screen using character assests

New Here ,
Mar 23, 2020

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For some reason when I try to utilize or download the character assets, this is what I get.  Any ideas? Computer has been restarted, updates have been done. 

 

 

captivate character asset.pngcharacter asset two.png

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Mar 23, 2020 0
Most Valuable Participant ,
Mar 23, 2020

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You are on a version of 11.5, but which one?  Screenshots are very tiny, don't know exactly what you want to show, just could see empty window.

Do you have the folder 'eLearning assets' in the Public Documents? Is this a fresh install of Captivate or did you have an older version before? If you have that folder, try to delete the Layouts and Content folders. Clean the Preferences and restart. You can delete all eLearning Assets (some tell that) but it is not really necessary.

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Mar 23, 2020 0
New Here ,
Mar 24, 2020

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We have done all of the suggested items and still no luck.  Primarily with using characters. it won't let us select the characters and just does this wierd box inside a box.  So when you click on asset library it does that weird box within a box thing. I don't know if that makes sense? Any other suggestions? 

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Mar 24, 2020 0
Most Valuable Participant ,
Mar 24, 2020

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Have never seen what you show on the screenshots.

Are you connected to a docking station? Are you using multiple monitors? 

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Mar 24, 2020 0
New Here ,
Mar 24, 2020

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yes to docking station and dual monitors.  We have recently moved to working from home, so the monitors and docking station was transported to the house. 

 

Maybe need to uninstall and reinstall captivate?  That's the only thing i can think of doing that hasn't been done.  

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Mar 24, 2020 0
Most Valuable Participant ,
Mar 24, 2020

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Just try once without the docking station and with one monitor, just to check?

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Mar 24, 2020 0
New Here ,
Mar 24, 2020

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still doesn't work.  😞 

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Mar 24, 2020 0
Most Valuable Participant ,
Mar 24, 2020

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Maybe reinstall... have no more ideas. Do not forget to clean the Preferences. Did y ou do that? I asked for the version number, is it 11.5.1.499? Or are you on Mac?

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Mar 24, 2020 0
Adobe Community Professional ,
Mar 24, 2020

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You mention that you have multiple monitors.  Is the main one you are using for Captivate a high definition monitor, e.g a  Retina or 4K monitor?  If so, I think you will find that is the reason for your issue.

 

As Lilybiri also asked: Are you on a MAC?  If so, you may need to drop your resolution settings for that monitor.  Another MAC user would be the better one to tell you how to do that.

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Mar 24, 2020 0
New Here ,
Mar 30, 2020

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none of those options worked.  Not using a mac.  We had to ultimately uninstall and reinstall. 

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Mar 30, 2020 0