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grace.christensen
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Captivate 5 won't open Captivate 4 files~Please HELP!

Jul 29, 2010 7:58 AM

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!

 

 

Capture.PNG

 
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  • Currently Being Moderated
    Jul 29, 2010 8:06 AM   in reply to grace.christensen

    Hello,

     

    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?

     

     

    Lilybiri

     
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  • Currently Being Moderated
    Jul 29, 2010 8:38 AM   in reply to grace.christensen

    Hello,

     

    Could you try to change the AS version to AS3 to see how the file is reacting? Is it still functioning then in CP4? If yes, try to open it in CP5.

     

    Lilybiri

     
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  • Currently Being Moderated
    Jul 29, 2010 11:31 AM   in reply to grace.christensen

    Hello,

     

    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.

     

    Really sorry,

     

    Lilybiri

     
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  • Currently Being Moderated
    Aug 3, 2010 11:24 PM   in reply to grace.christensen

    Hello There,

     

    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 viswanat@adobe.com? Would love to have a look at the issue.

     

    Thanks,

    Vish

     
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  • Currently Being Moderated
    Aug 5, 2010 8:37 AM   in reply to vishhere

    Hello Vish,

     

    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:

    • We can open small (about <400Kb>) Cp4 files, but the graphics are missing
    • We can not open larger Cp4 files (about >1 Mb)

     

    We're in the process of contacting our Adobe representatives. In the meantime we're suspending the move towards upgrading to Cp5.

     

    Thanks,

    Orendainx

     
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  • Currently Being Moderated
    Sep 10, 2010 11:30 AM   in reply to grace.christensen

    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?

     

    Matt

     
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  • Currently Being Moderated
    Sep 10, 2010 11:34 AM   in reply to mking07

    Hi Matt

     

    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.

     

    Cheers... Rick

     

     

    Helpful and Handy Links

    Begin learning Captivate 5 moments from now! $29.95

    Captivate Wish Form/Bug Reporting Form

    Adobe Certified Captivate Training

    SorcererStone Blog

    Captivate eBooks

     
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  • Currently Being Moderated
    Sep 10, 2010 11:52 AM   in reply to Captiv8r

    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.

     
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  • Currently Being Moderated
    Sep 10, 2010 12:10 PM   in reply to grace.christensen

    Hi Grace

     

    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.

     

    Cheers... Rick

     

    Helpful and Handy Links

    Begin learning Captivate 5 moments from now! $29.95

    Captivate Wish Form/Bug Reporting Form

    Adobe Certified Captivate Training

    SorcererStone Blog

    Captivate eBooks

     
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  • Currently Being Moderated
    Oct 4, 2010 12:03 PM   in reply to Captiv8r

    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.

     
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  • Currently Being Moderated
    Oct 4, 2010 2:54 PM   in reply to RMELNYK

    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.

     

    Cheers... Rick

     

     

    Helpful and Handy Links

    Begin learning Captivate 5 moments from now! $29.95

    Captivate Wish Form/Bug Reporting Form

    Adobe Certified Captivate Training

    SorcererStone Blog

    Captivate eBooks

     
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  • Currently Being Moderated
    Oct 5, 2010 6:14 AM   in reply to grace.christensen

    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

     

    Noel

    Staffordshire

    England

     
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    Oct 5, 2010 7:50 AM   in reply to grace.christensen

    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.

     
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  • Currently Being Moderated
    Oct 5, 2010 7:55 AM   in reply to grace.christensen

    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?

     
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  • Currently Being Moderated
    Oct 5, 2010 10:00 AM   in reply to grace.christensen

    Hi Grace

     

    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

    Begin learning Captivate 5 moments from now! $29.95

    Captivate Wish Form/Bug Reporting Form

    Adobe Certified Captivate Training

    SorcererStone Blog

    Captivate eBooks

     
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  • Currently Being Moderated
    Oct 15, 2010 7:50 AM   in reply to grace.christensen

    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

     
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  • Currently Being Moderated
    Oct 15, 2010 8:09 AM   in reply to Trevor in Denver

    Hello,

     

    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.

     

    Lilybiri

     
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  • Currently Being Moderated
    Oct 15, 2010 10:23 AM   in reply to Lilybiri

    How did you check this?

     
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  • Currently Being Moderated
    Oct 15, 2010 11:26 AM   in reply to RMELNYK

    In the Preferences (Edit menu), Project, Publish Settings.

     
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  • Currently Being Moderated
    Oct 15, 2010 10:39 PM   in reply to grace.christensen

    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.

    Thanks,

    Shameer

     

    Sr. Product Manager - Captivate | Adobe eLearning Suite

     

    http://blogs.adobe.com/captivate

     

    http://www.facebook.com/adobecaptivate

     
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  • Currently Being Moderated
    Oct 18, 2010 8:26 AM   in reply to S Ayyappan

    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.

     
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  • Currently Being Moderated
    Oct 18, 2010 9:19 AM   in reply to grace.christensen

    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.

     

    Noel

     
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  • Currently Being Moderated
    Oct 18, 2010 10:29 AM   in reply to grace.christensen

    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.

     
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  • Currently Being Moderated
    Oct 18, 2010 11:45 PM   in reply to RMELNYK

    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.

    Regards,

    Shameer

     
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  • Currently Being Moderated
    Oct 19, 2010 12:10 AM   in reply to S Ayyappan

    Shameer,

     

    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.

     

    Noel

     
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  • Currently Being Moderated
    Oct 19, 2010 3:09 AM   in reply to Noel Griffiths

    Hi Noel,

    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.

    Thanks,

    Shameer

     
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  • Currently Being Moderated
    Oct 19, 2010 3:15 AM   in reply to S Ayyappan

    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.

     

    Noel

     
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  • Currently Being Moderated
    Oct 19, 2010 3:17 AM   in reply to S Ayyappan

    Shameer,

     

    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.

     

    Very frustrated,

     

    Roman

     
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  • Currently Being Moderated
    Oct 19, 2010 3:29 AM   in reply to RMELNYK

    Hi Roman,

    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).

    Shameer

     
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  • Currently Being Moderated
    Oct 19, 2010 3:32 AM   in reply to S Ayyappan

    Shameer,

     

    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.

     

    Roman

     
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  • Currently Being Moderated
    Oct 19, 2010 4:06 AM   in reply to RMELNYK

    Thanks Roman,

    I've received the file and shared the same with our dev teams. I'll update you on the same post our investigation.

    Shameer

     

    Shameer Ayyappan

    Sr. Product Manager - Captivate | Adobe eLearning Suite

    http://blogs.adobe.com/captivate

    http://www.facebook.com/adobecaptivate

     
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  • Currently Being Moderated
    Oct 19, 2010 8:48 AM   in reply to grace.christensen

    Hi Grace,

     

    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,

    Piyush Bhatnagar

    Technical Response Team

    Adobe Center of Excellence

     
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