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Frank7600
Frank7600
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Captivate 6 and Mac OSX 10.8 Mountain Lion Fatal Error

Jul 28, 2012 9:22 PM

Tags: #fatal_error_message #mac_mountain_lion

When I attempt to create a new project, I immediately get a message: "A fatal error has occured and the application is being terminated." Is anyone else having this issue?

1613 Views   14 Replies   Latest reply: Frank7600, Nov 22, 2012 6:34 AM
 
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  • jagould2000
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    1. jagould2000,
    Jul 30, 2012 1:39 PM   in reply to Frank7600
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    Yes. Just downloaded the demo (wanted to try it out before buying - glad I did). I open the app, click blank project, the user interface comes up (looks like a slide with editable text boxes) and crash. Same error as you got.

     

    Really would like to purchase this - but I need to see it work first.

     
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  • Frank7600
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    2. Frank7600,
    Jul 30, 2012 1:44 PM   in reply to jagould2000
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    I submitted a bug report and have heard back from Adobe, so it's something they're aware of and working on.

     
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  • jagould2000
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    3. jagould2000,
    Jul 30, 2012 1:49 PM   in reply to Frank7600
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    Thanks. Just read this on Adobe.com. I guess Captivate isnt part of CS, but I would have thought in all the Mountain Lion testing they did, they would have at least opened some other apps.

     

    Adobe and Apple have worked closely together to test Adobe® Creative Suite® 5, 5.5 and CS6 editions and individual products for reliability, performance and user experience when installed on Intel® based systems running Mac OS X Mountain Lion (v10.8). Earlier versions of Adobe Photoshop® (CS3 and CS4) software were also tested with Mountain Lion and there are currently no known issues.

     
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  • Captiv8r
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    4. Captiv8r,
    Jul 30, 2012 2:01 PM   in reply to jagould2000
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    Hi there

     

    Indeed, many folks confuse the issue by writing "Captivate CS6" and the issue there is that Captivate has never been part of the Creative Suite line of products.

     

    Cheers... Rick

     

    Helpful and Handy Links

    Captivate Wish Form/Bug Reporting Form

    Adobe Certified Captivate Training

    SorcerStone Blog

    Captivate eBooks

     
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  • Frank7600
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    5. Frank7600,
    Jul 30, 2012 2:02 PM   in reply to jagould2000
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    It may be something that's fairly easy to fix. I tried it on Snow Leopard and it works fine. Captivate's part of the eLearning Suite 6, but there's no educational pricing for that suite (which doesn't make a lot of sense to me), so if I get it, it will have to be separate from a CS suite.

     
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  • robbyroland
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    6. robbyroland,
    Aug 1, 2012 10:38 AM   in reply to Frank7600
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    Yes. Same for me. This is really terrible. Had I not read Adobe's claim that all CS6 products worked with Mountain Lion, I wouldn't have upgraded. I thought it was part of CS6 since the new version follows the "6" numbering scheme. Adobe should have been more explicit in their Mountain Lion note. I'm screwed for now.

    P.S. It looks like this bug is only in Captivate 6; 5.5 can create a new blank project, at least. I'm going to have to try working with 5.5 until Adobe steps up here.

     
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  • NarutoCaptivate
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    7. NarutoCaptivate,
    Aug 2, 2012 4:25 AM   in reply to robbyroland
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    Hi,

     

    Can you try deleteing Captivate preferences and try working on Captivate.

     

    How to delete preferences:

    1. Run the below "CleanPreferencesMac" program from terminal,
    2. which is located in Utils folder inside installed location.

     

     

    Still captivate crashes even after deleting preferences, please send us the crash dump created under root (/) folder to below mail id.

    mathkyar@adobe.com.

     
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  • robbyroland
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    8. robbyroland,
    Aug 2, 2012 10:15 AM   in reply to NarutoCaptivate
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    Hi,

    This does not fix the problem. I'm sending what I think is the crash log to

    the provided email address. (I don't know what "under root (/) folder"

    means; I'm not a programmer.)

    Also, since some people are having this problem using the demo—and

    therefore don't already have Captivate preferences—corrupted preferences

    are obviously not the issue.

    Robby

     
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  • Frank7600
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    9. Frank7600,
    Aug 2, 2012 10:21 AM   in reply to robbyroland
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    I've been e-mailing back and forth with Adobe about this all week. No resolution in sight, but they're working on it.

     

    I'm hoping they'll have it sorted out before my trial expires . . .

     
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  • robbyroland
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    10. robbyroland,
    Aug 3, 2012 2:18 PM   in reply to Frank7600
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    I just experienced this same error—ssemingly—when working in an already-created project when I selected to display the Themes panel. I've sent the crash log to the same email address to which I sent the earlier crash log.

     
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  • robbyroland
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    11. robbyroland,
    Aug 17, 2012 6:19 PM   in reply to robbyroland
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    I think I've figured this out. It has nothing to do with Mountain Lion, since both platforms are experiencing this problem.

    The issue, for me, was apparently a corrupted user font database or cache. I moved all of the fonts out of my user Fonts folder and restarted Captivate 6—I was able to create a new blank project without crashing for the first time. Little by little, I added all of my fonts back in, relaunching Captivate over and over and trying to create a new project, all without problems. Even when all of my fonts were back in place, Captivate successfully created a new project.

    All I can figure is that when I first removed all the fonts, a new, uncorrupted font database or cache was created, solving the problem.

    Hope this helps.

    Robby

     
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  • mindiz
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    12. mindiz,
    Aug 20, 2012 12:09 PM   in reply to robbyroland
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    Robby, thanks so much for posting. I did the font thing and now my new Captivate 6 will open a blank doc. I appreciate your tip! I was ready to throw the laptop out the window

     
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  • robbyroland
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    13. robbyroland,
    Aug 20, 2012 2:38 PM   in reply to mindiz
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    I'm glad this worked for you, too. This suggests that any of the font-cache cleaning apps like Mountain Lion Cache Cleaner or Cocktail might fix this, too, at least on the Mac.

    I wonder if Adobe's made note of this solution yet, and if they have anything to say.

     
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  • Frank7600
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    14. Frank7600,
    Nov 22, 2012 6:34 AM   in reply to robbyroland
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    Thanks for this tip, robbyroland. I was back and forth with Adobe help until my trial version expired and was never able to figure out what was wrong. I recently purchased Captivate through work and was back trying to figure out what the problem was when I came across your solution.

     

    For me the Windows Office Compatible font collection caused the problem. I disabled that and everything is working well. Thanks for sharing!

     
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