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Unable to download characters. How do I solve this issue?

Adobe Employee ,
Nov 04, 2019

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Issue

You are unable to download characters from Assets > Characters > Discover. You keep seeing the blank screen, as shown below:

Blank screen.jpg

 

Solution

Windows

Clean Preferences:

  • Go to Captivate installed folder-> Utils.
  • Run the file CleanPreferencesWin.

Delete the following folders from C:\Users\Public\Documents\Adobe\eLearning Assets:

  • 11_5
  • Content
  • Characters_11_5
  • Interactions_11_5
  • Layouts_11_5

Install the latest version of Captivate:

  • Launch Adobe Captivate.
  • Click Help > Check for Updates.
  • Install the update, if any.

macOS

Clean Preferences:

  • Go to Captivate installed folder-> Utils.
  • Run the file CleanPreferencesMac.

Delete the following folders from C:\Users\Public\Documents\Adobe\eLearning Assets:

  • 11_5
  • Content
  • Characters_11_5
  • Interactions_11_5
  • The folder 11_5 from Documents > My Adobe Captivate Projects > Layouts.

Install the latest version of Captivate:

  • Launch Adobe Captivate.
  • Click Help > Check for Updates.
  • Install the update, if any.
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Download assets

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Unable to download characters. How do I solve this issue?

Adobe Employee ,
Nov 04, 2019

Copy link to clipboard

Copied

Issue

You are unable to download characters from Assets > Characters > Discover. You keep seeing the blank screen, as shown below:

Blank screen.jpg

 

Solution

Windows

Clean Preferences:

  • Go to Captivate installed folder-> Utils.
  • Run the file CleanPreferencesWin.

Delete the following folders from C:\Users\Public\Documents\Adobe\eLearning Assets:

  • 11_5
  • Content
  • Characters_11_5
  • Interactions_11_5
  • Layouts_11_5

Install the latest version of Captivate:

  • Launch Adobe Captivate.
  • Click Help > Check for Updates.
  • Install the update, if any.

macOS

Clean Preferences:

  • Go to Captivate installed folder-> Utils.
  • Run the file CleanPreferencesMac.

Delete the following folders from C:\Users\Public\Documents\Adobe\eLearning Assets:

  • 11_5
  • Content
  • Characters_11_5
  • Interactions_11_5
  • The folder 11_5 from Documents > My Adobe Captivate Projects > Layouts.

Install the latest version of Captivate:

  • Launch Adobe Captivate.
  • Click Help > Check for Updates.
  • Install the update, if any.
TOPICS
Download assets

Views

1.3K

Likes

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Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Nov 04, 2019 2
Community Beginner ,
Nov 07, 2019

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Did everything as described to no results. Still unable to see assets nor templates

More detailed instructions needed.

Please help. Thank you.

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Nov 07, 2019 0
Most Valuable Participant ,
Nov 07, 2019

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Are you in a company behind a firewall?

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Nov 07, 2019 1
Community Beginner ,
Nov 09, 2019

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Aren't we all!

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Nov 09, 2019 0
Adobe Community Professional ,
Nov 18, 2019

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Talk to IT. They may be blocking it. I find many companies can not use the free services from Adobe since IT thinks it is a risk.

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Nov 18, 2019 0
Community Beginner ,
Dec 23, 2019

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I'm on VPN, so when i disconnect from VPN, characters are available.

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Dec 23, 2019 0
Rapha6 LATEST
Explorer ,
May 21, 2020

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Does this mean we should NOT download/instal https://helpx.adobe.com/captivate/kb/access-adobe-elearning-assets.html ? I mean, if you have us deleting everything that's 11_5 , won't that mean the downloadable assets file not be there anymore? Can you only have one https://helpx.adobe.com/captivate/kb/access-adobe-elearning-assets.html OR the other "Assets"-->  Discover - > <category like "Characters">" ?

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May 21, 2020 0