I upgraded from Captivate 4 to the eLearning Suite 2 with Captivate 5. So far, everything's been great, except for the problem I'm having now and how rude the Adobe Tech Support guy I talked with yesterday was.
I can't open my Captivate 4 files with Captivate 5. When I try to, it acts like it's working, then freezes on "Opening Project(s) - Upgrading Resources" (see below). Eventually, it times out and closes all together.
I've tried opening 2 different files and on 2 different machines, one is Windows 7 and the other is XP (both with Captivate 5). I even called Adobe Support, being that I just purchased a $2000 single-user eLearning Suite I thought they would be somewhat helpful, and was told very rudely that Tech Support cannot help me because my computer is connected to a network! Seriously? Needless to say, I'm very frustrated right now, especially under a deadline to update projects I can't even open. Please Help!! Are Captivate 4 files just not compatible with Captivate 5? It's a huge project and I'd hate to have to start over again.
Thanks for any information you can provide me! I'm desperate!
Very sorry for you. Just a couple of questions to check: are the files on a network drive (if so, please copy them to your PC), for Win7 are you running CP as administrator, CP4-files were they AS2 or AS3? I do ask this last question because of an issue I experienced with a AS2-file that worked fine in CP4 but couldn't convert it. When I changed from AS2 to AS3 in the CP4-file it was suddenly corrupted in CP4, and that was the reason. Normally it is not necessary to change first the Actionscript settings.
And can you create CP5-files from scratch?
Thanks for the quick reply!
The files are installed on my hard drive, not on the network. Yes, I run Captivate as the Administrator. Yes, I can create Captivate 5 files from scratch.
I just installed a trial of Captivate 4 on a different machine and it is still able to open these files, but I really need to get them back on my main computer with Captivate 5. At least I was able to open it and look in the Publishing settings and it says the ActionScript version is AS2.
Do not have any ideas left, sorry. Would it be possible to share one of the files, to check if perhaps something is wrong with your CP5-installation? I mean I would try to open the file over here. You could use somewhere to store the file and share the link (p.e. on acrobat.com). If you do not want to do this on the forum, you can send me a private message.
First, I'm really sorry about the rude behaviour of the Tech Support and to note the issues you are having with the Upgrade. Are you still facing the issue? If so, can you please share the file with me at firstname.lastname@example.org? Would love to have a look at the issue.
We're following this case with interest and looking forward to more developments onit.
Initial, but informal tests in our area revealed more problems than what has been originally posted.
Opening Cp4 files in Cp5 actually presents several problems:
Opening Cp4 files in Cp5 actually presents several problems:
We're in the process of contacting our Adobe representatives. In the meantime we're suspending the move towards upgrading to Cp5.
I'm having the same problem. This seems like a HUGE mistake by Adobe. I just upgraded to Captivate 5 and have made 5 projects just to find out our Docent LMS doesn't support AS3. Now i find out i can't export them to AS2 or open these files in Captivate 4.
I guess i'll be remaking these projects again in Captivate 4.
Has there been any new developments on how to fix this problem?
Not to be overly picky here, but Adobe does offer the 30 day trial. During that time I might have thought you would have tested and discovered things wouldn't work with your LMS.
About all I can suggest at this point is to urge you to complete a Wish Form/Bug Report to advise the development team. Link for doing that is in my sig.
Helpful and Handy Links
Gee thanks Rick, i guess i just expected more from an Adobe product. I sure hope that Flash doesn't follow in Captivate's footsteps and stop opening AS2 files.
I will fill out the Wish Form/Bug Report.
I am sorry you are having issues with Captivate also. I think it is clear that customers shouldn't expect anything from an Adobe product. What still blows my mind is how rude their Tech Support was to me when I tried to call for help, after spending nearly $2000 on their software. To be quite frank, I would never buy anything from Adobe again, even using my companies funding instead of my own personal money. Up until this incident happened I was a huge fan of Adobe, but it bothers me to spend money on a company that wouldn't even attempt to help me when I called Tech Support. A customer shouldn't have to go through a forum for support as their only option.
I do agree with you, but you have to understand that in many cases the forum is the best support around. This is because the questions are answered by folks that use the product on a regular basis. Many times a support area is staffed with folks that are simply using a Decision Support System to field the calls and they have a rudimentary familiarity with the product.
I do believe Adobe outsourced their customer support to a third party. Some folks are unhappy with this, but it's just a sign of the times with a slow economy. I know I was on the leading edge of outsourcing when my own job disappeared in one location and reappeared overseas. That was back in 2004. It's unfortunate that you had a bad experience with Adobe support.
Helpful and Handy Links
I am having the same problem although if I let it sit long enough, they do ultimately open. Someone on a previous
post indicated trying Captivate 5 before buying. Problem is Captivate 4 won't run on Windows 7 which we recently upgraded to. I have a brand new top of the line system and this is so painfully slow as opposed to running 4 on my 6 year old computer.
If anyone from Adobe is reading these, this really needs a fix soon before everyone starts looking at other software options.
Hi there and welcome to our community
If you really want Adobe to hear something like this, you need to speak to them via the channel they actively monitor. Unfortunately that channel is not these forums. Instead, it's the Wish Form/Bug Reporting Form. Link to that forum is in my sig line.
Helpful and Handy Links
Just wanted to add my comments about the attitude of Adobe.
I had some very very bad experiences with Adobe Tech Support and some people at Adobe when I first started using Captivate 3 (now v4) required for my work at my company and I am still fuming at they way I was treated.
Given the choice I would rather stick pins in my eyes than have to deal with Adobe Tech Support again and given the choice I would never use any Adobe products, due their attitude to their "customers".
I read this forum every day and hardly a day goes by without people complaining about the attitude of the Tech Support, or that Adobe offer their stock answer to many Captivate problems....."buy the latest version, that will fix the problem".
I am in a customer service industry and I strive to "delight" every customer, every time.
Clearly Adobe have a lot to learn....before it is too late
I completely agree! If it weren't for helpful people on this Forum I don't know what I would do! I have never been treated so rudely by a company as I was with Adobe, especially after dropping a lot of money on their software. Hopefully it will come back around and they will lose business for it. A company that poorly run should be running into the ground with bankruptcy as far as I am concerned. I don't think I'll ever purchase software from Adobe again because of this experience. But apparently they really don't care.
You are right about the forum. There are some excellent people on the forum without whom I would most likely have "shot" myself by now - as I would never have got any help via the official Adobe channels.
This question is for Rick (Captiv8r), if you are still following this thread - You have been so helpful and diligent with this forum, and I am wondering - do you work for Adobe? Or are you just a good Samaritan helping people out? In an area with such crappy support by Adobe Tech Support you have been the only assistance I have received, and you are a great resource. So thank you!
While we are all expressing frustration, I want to get back to the original question that was posted. What I have found is that when I open a Captivate 4 file for the first time, I get the same screen. I found if you leave it long enough, it will actually complete. Once it opens and you save it, it will open and load normally. The length of time depends on the size of the file. I had one that probably took a good 20 minutes to open becuase it had several flash videos in it. I would recommend trying to open and leave it while you do other things. I hope this will work.
One thing I have noticed is after I convert them, my new files are considerably larger in 5 than they were in 4. Anyone have any ideas about that?
Sorry for the delay in responding. I'm in the midst of teaching the rare class! (I say rare as there haven't been many classes to teach in the last several months. So I'm very grateful!)
I'm not an official Adobe employee. I'm a user just as you and Noel and others are. But I'm an Adobe Certified Trainer for Captivate and for RoboHelp as well as a recognized Adobe Community Professional for both products. Basically I'm a mostly enthusiastic user and supporter of the products. I do love to share and I also remember what it's like to be frustrated with assorted products and not find anything helpful. I also remember how others extended a kind hand to me when I was a frustrated new user so I like to pay it forward as much as I can.
I'm pleased if I've helped somehow along your journey.
Happy Captivating! Rick
Helpful and Handy Links
Any more luck with this??? We have the same issue here. Can't make updates to a CP4 file, it says it is opening and I get the same dialog box as Grace. On our systems, the dialog box just disappears and the CP5 opening dialog/splash screen is displayed, waiting for you to create a new file. Never had this problem with any of the past upgrades, ever since it was RoboDemo >sigh<
Trevor in Denver
Perhaps you did read everything in this thread, in that case Sorry for the repetition: did you check the ActionScript version of the CP4-files, be sure that it is AS3, not AS2.
Hi grace, trevor, RMELNYK, et al.
You should be able to open Cp4 AS2 projects in Cp5. You don't necesarily have to convert this to AS3 in Cp4 prior.
Have all of you tried installing the patch that addressed upgrade related issues in Cp5? this can be found here; http://blogs.adobe.com/captivate/2010/08/patch-for-adobe-captivate-5-t o-resolve-upgrade-related-issues.html
If you continue to face problems post this, please share your project with me. We are very keen to investigate and resolve this. You can either mail me he project or upload it on acrobat.com or a file share and send me the url.
email it to shameer at adobe dot com.
Please do not zip the file as the spam filters block it.
Sr. Product Manager - Captivate | Adobe eLearning Suite
Thanks for the responses. Since CP4 was uninstalled from my system, I can't get into the
files to change AS2 to AS3, unfortunately.
As for the patch, I have requested my IT group to install this and we hope it will fix the issue.
Thanks to all.
Thanks for the response. If you are the project manager for Captivate I think you should know how terrible your Tech Support at Adobe is. I have never in my life encountered such a rude and unhelpful group of people. From a customer's perspective that is just completely unacceptable - especially when it was immediately after paying a lot of money for the entire eLearning Suite. After overhearing me on the phone trying to get support from someone who claimed they couldn't help me because my computer is on a network, my manager wondered why we gave Adobe any of our money. Now it will be difficult for me to ever purchase from Adobe again, or even to upgrade with Captivate 6 comes out, because of the problems I encountered this time around. Just thought I'd send that message on to you - and hopefully you can get the message to whoever is managing your Tech Support. From a company as large and reputable as Adobe, I was shocked to experience by far the worst Tech Support encounter of my life.
Grace....I second that emotion !
As I have said before and will say every time I get the opportunity...I would rather stick pins in my eyes than "talk" to Adobe's Tech Support.
Like you, my compnay has made the decision to go with Adobe...so I am stuck with them and I dread the next time I have a problem and need their "help".
Thank goodness there are such helpful people on this forum, without whom I would be blind by now.
I spent 7 hours the other day on the phone with them and I would absolutely agree with everyone until today. While this wasn't so much with Captivate, I got a call back from another product manager at Adobe for another product. I will say that their tech support depends on the product. Mark listened, was helpful, and even got an earful about this blog and Captivate 5. While he doesn't have influence here, he asked me to forward this blog and these posts and will try to escalate them from his end. (Thanks to Mark from the Community Help product).
I am with everyone here with regards to Captivate (or at least this version). I have spent the better part of two days fixing glitches that have occurred during the file conversion. We are kinda stuck for now, but our new fiscal year is around the corner.
Hi Grace, Noel, RMELNYK,
I'm sorry you've had a bad exprience with our tech-support. I'll follow-up on this in the next 24hrs. I would need more details on the organization you work for and the date on which you contacted tech-support. Please post this here, or mail them to me at - shameer at adobe dot com
Also, once again, i would request you to try the upgrade patch, and let us know if this resolves your issues. If not, please share the project file with me. We will investigate this on a priority.
Thanks for showing an interest. For me my problem goes way back, I don't have the details anymore and anyway does not relate to the subject header of this thread. It was around this time last year when I upgraded from Captivate v3 to v4 that I had the problems...and I still feel the pain to this day. Not long after I got v4 it kept "Freezing" and all work was lost. I spent almost 3 months...yes 3 months trying to get this issue corrected. I started with Adobe Tech (non) Support and as always got nothing but frustration and no help. Only after I threatened to take legal action and send my horror story to the main consumer groups in UK did I get any sort of action. I was in contact with your Allen Partridge (not sure of spelling)...and then I got a telephone call (yes someone from Adobe called me...hard to believe I know), and told me the Adobe tech team had created a fix for me (doubt it somehow) and sent me some files to upload to Captivate 4. Since then things have gone OK...but I live in fear every day when I work in Captivate and I see many threads in forum about similar situations and how people suffer at the hands of Adobe's supposed "Tech Support"
I am in a customer service based business...and I strive to delight my customers. So when I need need customer service myself, I do expect a certain standard. My experience and seeing threads from other people who suffer at the hands of Adobe "support" reconfirms to me that Adobe really dont care about their customers.
I get the impression Adobe's Support slogan is : If you dont like it (the product or our technical support), hard luck ! And if we cannt fix your problem, go out and buy our latest version.
Bring on the day when my company takes their business away from Adobe is what I say.
Allen is our product evangelist, I can check with him if he remebers the context, and the tech support rep you interacted with. From what you've mentioned below, a custom patch (with a few libraries modified) was provided to you, and your issue was fixed. And you currently do not have an issue with Captivate 5 upgrade.
If you do dig up the mails from the past, please share the details of the tech support person you interacted with.
Hi again Shameer,
You are right in so much I dont have a problem at this time and I dont want to go back and open up the nightmare I had last year.
All I wanted to convey to you...and maybe the powers to be in Adobe...was that Adobe has a real problem when it comes to Customer Service...which in my case has turned me off Adobe for the rest of my working life.
I will upload my file to you later. It is 70MB. The other day I spent several hours with the supposed tech support experts. I found myself having to repeat everything 3 and 4 times, performing useless steps, your personnel not able to get your Connect product to work, promised a call back from a second tier expert at 1PM. By 2 PM after no call, I called back into support and was told the rep that was supposed to call me back went home. Started all over with another supposed expert and was told that now I have to wait 48 business hours for the next level to investigate. That's six days. What am I supposed to do for six days. You can feel free to look at the notes under case 181840941. Please tell Sandeep I hope he enjoyed his afternoon home leaving me hanging.
This issue is about the program abnormally terminating during preview or publish at about 61%. This doesn't even take into account that I have these other issues including:
Help not working
Performance is slow
Files are 30% larger than Captivate 4
Program abnormally terminating at random times forcing me to hit save every 5 minutes
Please review this information and let me know what can be done as I am losing more production time every day.
Please upload the file on acrobat.com or similar fileshare. And send me the URL.
We'll look into the issues you've listed, but we will need more details once we recieve the project (I'll reply to your email for the same). BTW, are any of the issues you've listed related to Upgrade (i.e., do they only occur with projects that have been upgraded from Cp4 to Cp5?).
We'll also look into the tech-support issues you've experienced (thanks for sharing the case number).
I just uploaded the file to you on Acrobat. This was converted from Cp4. It worked just fine then. Aside from the inability to publish it. Things look like they have shifted, resized. There is garbage in the text to speech files. It will take me countless days to reproduce this.
First of all, i really apologize for the kind of experience that you had with out Level 1 support. May you please share the case number with me so that i can take over the case at my level? I will be working with you directly on this issue and will make sure that the issue is resolved to your satisfaction.
Thanks and regards,
Technical Response Team
Adobe Center of Excellence
I was never given a case number when I spoke with Tech Support.
I appreciate the offer to help, but this problem was three months ago, on July 28th (sometime around 4pm Mountain Time that I called Tech Support). I was unable to find a solution, and had to spend weeks recreating my projects. At this point I do not need additional support or solutions, although it would have been nice to have back in July. I just wanted to pass my feelings along and share my frustration. I love Adobe's products, but I feel like a sucker that I paid so much money only to increase my workload by that much. Then, it took 3 months of complaining on this forum to get any attention from Adobe. I do really appreciate the offer to help, but by now it is just way too late.
I understand that with new software there are always bugs, quirks, and other problems that need to be worked out. The issue I experienced with the software was only a small fraction of the overall problem. The worst part is that Tech Support was so unwilling to help. The guy I was transferred to refused to talk to me, saying that they don't support the product if it is used on a computer that is on a network. How is that even possible? How many people are going to purchase expensive e-Learning software and not be employed by a company that uses a computer network? He wouldn't make any effor to help, give me any suggestions, or check to see if it was a known bug. The only thing he would tell me is that they don't support it if it's installed on a computer that is ever connected to a network. An acceptable Tech Support group would empathize and do their best to help, even if they are unable to fix the problem right away.
Obviously this is not an isolated incident, as you can find thousands of customer complaints about Adobe Tech Support online. I have personally known dozens of coworkers and friends that have had similer experiences to mine when calling Adobe. I can only hope that someone at Adobe can pull their head out of the sand, recognize the problem with your support team, and do something to correct it.
Again, thank you for the offer to help. I hope I have expressed my opinions and feedback in a way that can help. All I can ask is that you do something to improve your support group, so that if I ever have a problem again that requires Technical Support from Adobe, I don't have to deal with the same ordeal again.
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