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

[Saurav_Ghosh]

Issue

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

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.

[danield22751223]

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

More detailed instructions needed.

Please help. Thank you.

[Lilybiri]

Are you in a company behind a firewall?

[danield22751223]

Aren't we all!

[Katie Houghton]

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.

[klospieli]

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

[Rapha6]

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">" ?