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Captivate 5.5 - recording does not work

Community Beginner ,
Aug 23, 2012 Aug 23, 2012

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Hi,

I tried to do a screen recording - but it does not work.

What I did:

I opened Captivate and a new blank project.

The I selected File and Record new project.

Then I drop out of Captivate - which stays open in the background - and the following message appears:

And all I can do is shut down Captivate.

Whats wrong with the program?

Thanks for help.

Regards, Florence

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Adobe Employee ,
Aug 23, 2012 Aug 23, 2012

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Hello Florence,

Welcome to Adobe Forums.

Were you able to do Screen Recording with Adobe Captivate 5.5 ?

Do you have Windows or MAC ?

Did you tried launching and Recording with Adobe Captivate 5.5 on a new user account ?

Please share the screen shot of Error Message.

Thanks,

Vikram

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Community Beginner ,
Aug 23, 2012 Aug 23, 2012

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Hi Vikram,

yes, I could record. It is just a couple of month I didn't use this feature.

I am working in a Windows 7 environment.

Here follows the error message.

Error.jpg

The first means "Adobe Captivate (no answer)" and the second "Close Program" or "Wait for answer of program..".

What do you mean with launching/recording on a new user account?

Regards, Florence

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Adobe Employee ,
Aug 23, 2012 Aug 23, 2012

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Hello Florence,

If you don't have any customized setting for Adobe Captivate 5.5, then you can try this :

1) Close Adobe Captivate 5.5

2) Go to C:\Users\[user name]\AppData\Local\Adobe

3) Rename "Captivate 5.5" to "1234"

4) Launch Adobe Captivate 5.5 and check does it record now.

Thanks,

Vikram

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Community Beginner ,
Aug 23, 2012 Aug 23, 2012

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Hi Vikram,

I did as described, Captivate starts as it was the first time, but the recording still doesn't work - same error message appears!

Regards, Florence

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Adobe Employee ,
Aug 23, 2012 Aug 23, 2012

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Hello,

If it is possible, try creating a new User account :

Start -> Control Panel -> User Accounts -> Manage User Account and Add a new user.

Log off from your user account and login with the new user.

Note : If you are on  a Domain (Office Network) then you IT will help you.

Launch Captivate 5.5 and try to record.

Thanks,

Vikram

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Community Beginner ,
Aug 23, 2012 Aug 23, 2012

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Hi Vikram,

doesn't work either!

Regards, Florence

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Adobe Employee ,
Aug 23, 2012 Aug 23, 2012

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Hello,

Do you see any logs for the Captivate 5.5 Crash in Eventviewer ?

Start -> Run -> Eventvwr (application logs)

If yes, Which .dll file is the faulting module ?

Thanks,

Vikram

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Community Beginner ,
Aug 23, 2012 Aug 23, 2012

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Hi Vikram,

that's what I found:

Protokollname: Application

Quelle:        Windows Error Reporting

Datum:         23.08.2012 23:01:22

Ereignis-ID:   1001

Aufgabenkategorie:Keine

Ebene:         Informationen

Schlüsselwörter:Klassisch

Benutzer:      Nicht zutreffend

Computer:      FLO

Beschreibung:

Fehlerbucket 34065454, Typ 4

Ereignisname: APPCRASH

Antwort: Nicht verfügbar

CAB-Datei-ID: 0

Problemsignatur:

P1: SMSvcHost.exe

P2: 4.0.30319.1

P3: 4ba1f4ec

P4: PCTLsp64.dll

P5: 1.0.111.0

P6: 4d92bfb0

P7: c0000005

P8: 0000000000017a50

P9:

P10:

Angefügte Dateien:

Diese Dateien befinden sich möglicherweise hier:

C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_SMSvcHost.exe_4bd2a659149b3ba4e9de73654ab6a5e201da9c2_040830d0

Analysesymbol:

Es wird erneut nach einer Lösung gesucht: 0

Berichts-ID: 96d4aa63-ed63-11e1-898b-ee8646eafe83

Berichtstatus: 0

Ereignis-XML:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Windows Error Reporting" />

    <EventID Qualifiers="0">1001</EventID>

    <Level>4</Level>

    <Task>0</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2012-08-23T21:01:22.000000000Z" />

    <EventRecordID>113217</EventRecordID>

    <Channel>Application</Channel>

    <Computer>FLO</Computer>

    <Security />

  </System>

  <EventData>

    <Data>34065454</Data>

    <Data>4</Data>

    <Data>APPCRASH</Data>

    <Data>Nicht verfügbar</Data>

    <Data>0</Data>

    <Data>SMSvcHost.exe</Data>

    <Data>4.0.30319.1</Data>

    <Data>4ba1f4ec</Data>

    <Data>PCTLsp64.dll</Data>

    <Data>1.0.111.0</Data>

    <Data>4d92bfb0</Data>

    <Data>c0000005</Data>

    <Data>0000000000017a50</Data>

    <Data>

    </Data>

    <Data>

    </Data>

    <Data>

    </Data>

    <Data>C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_SMSvcHost.exe_4bd2a659149b3ba4e9de73654ab6a5e201da9c2_040830d0</Data>

    <Data>

    </Data>

    <Data>0</Data>

    <Data>96d4aa63-ed63-11e1-898b-ee8646eafe83</Data>

    <Data>0</Data>

  </EventData>

</Event>

Is it the "PCTLsp64.dll" file?

Regards, Florence

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Community Beginner ,
Aug 23, 2012 Aug 23, 2012

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or this:

Protokollname: Application

Quelle:        Application Error

Datum:         23.08.2012 22:50:24

Ereignis-ID:   1000

Aufgabenkategorie:(100)

Ebene:         Fehler

Schlüsselwörter:Klassisch

Benutzer:      Nicht zutreffend

Computer:      FLO

Beschreibung:

Name der fehlerhaften Anwendung: SMSvcHost.exe, Version: 4.0.30319.1, Zeitstempel: 0x4ba1f4ec

Name des fehlerhaften Moduls: PCTLsp64.dll, Version: 1.0.111.0, Zeitstempel: 0x4d92bfb0

Ausnahmecode: 0xc0000005

Fehleroffset: 0x00000000000043ac

ID des fehlerhaften Prozesses: 0x2c0c

Startzeit der fehlerhaften Anwendung: 0x01cd8170e9b222f0

Pfad der fehlerhaften Anwendung: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\SMSvcHost.exe

Pfad des fehlerhaften Moduls: C:\Program Files (x86)\Common Files\PC Tools\Lsp\PCTLsp64.dll

Berichtskennung: 2900dad9-ed64-11e1-898b-ee8646eafe83

Ereignis-XML:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2012-08-23T20:50:24.000000000Z" />

    <EventRecordID>113211</EventRecordID>

    <Channel>Application</Channel>

    <Computer>FLO</Computer>

    <Security />

  </System>

  <EventData>

    <Data>SMSvcHost.exe</Data>

    <Data>4.0.30319.1</Data>

    <Data>4ba1f4ec</Data>

    <Data>PCTLsp64.dll</Data>

    <Data>1.0.111.0</Data>

    <Data>4d92bfb0</Data>

    <Data>c0000005</Data>

    <Data>00000000000043ac</Data>

    <Data>2c0c</Data>

    <Data>01cd8170e9b222f0</Data>

    <Data>C:\Windows\Microsoft.NET\Framework64\v4.0.30319\SMSvcHost.exe</Data>

    <Data>C:\Program Files (x86)\Common Files\PC Tools\Lsp\PCTLsp64.dll</Data>

    <Data>2900dad9-ed64-11e1-898b-ee8646eafe83</Data>

  </EventData>

</Event>

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Adobe Employee ,
Aug 23, 2012 Aug 23, 2012

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Hello,

Thank you for the information

Do you see and Captivate 5.5 crash logs under Windows Logs -> Application (In Eventviewer)?

Thanks,

Vikram

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Community Beginner ,
Aug 23, 2012 Aug 23, 2012

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Hi Vikram,

that's what I see:

Eventlog.jpg

And that's the content of one of the error logs:

Programm AdobeCaptivate.exe, Version 5.5.0.257 kann nicht mehr unter Windows ausgeführt werden und wurde beendet. Überprüfen Sie den Problemverlauf in der Wartungscenter-Systemsteuerung, um nach weiteren Informationen zum Problem zu suchen.

Prozess-ID: 2c1c

Startzeit: 01cd81723bc87f3d

Endzeit: 10

Anwendungspfad: C:\Program Files (x86)\Adobe\Adobe Captivate 5.5\AdobeCaptivate.exe

Berichts-ID: 3754ec23-ed66-11e1-898b-ee8646eafe83

I just run the setup.exe of the eLearningsuite, to see if that helps.

Regards, Florence

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Community Beginner ,
Aug 23, 2012 Aug 23, 2012

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The setup.exe did'nt change anything!

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Adobe Employee ,
Aug 23, 2012 Aug 23, 2012

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Hello,

When you wrote : "The setup.exe didn't change anything"

Did you try uninstalling and reinstalling Captivate 5.5 ?

Thanks,

Vikram

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Community Expert ,
Aug 23, 2012 Aug 23, 2012

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Can you please take screenshots of what you see in the Preference dialog under General > Default Locations, and also a screenshot of what you see at Recording > FMR > Working Folder?

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LEGEND ,
Aug 24, 2012 Aug 24, 2012

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Hi there

In addition to what Rod asked, I'll add this.

And after you take the screen captures, please post them here for folks to see. Use the web interface to reply and post the images by clicking the camera icon above where you type the reply.

Cheers... Rick

Helpful and Handy Links

Captivate Wish Form/Bug Reporting Form

Adobe Certified Captivate Training

SorcerStone Blog

Captivate eBooks

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Community Beginner ,
Aug 24, 2012 Aug 24, 2012

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Hi,

in the meantime I did a complete deinstallation and reinstallation of the eLearning Suite, and it still doesn't work.

Are these the screenshots Rod asked me to paste?

1.jpg

2.jpg

3.jpg

4.jpg

Regards, Florence

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Community Expert ,
Aug 24, 2012 Aug 24, 2012

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Your default location are set up correctly.

Have you set Captivate to launch using Run As Administrator?

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LEGEND ,
Aug 24, 2012 Aug 24, 2012

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Hi there

One thing you may wish to try would be to create a folder on the root of your C drive named "Projects". Then create a folder inside that for each project. Given the fact your initial screen shot listed a different language, I'm wondering if perhaps there is maybe some odd character Captivate is balking at.

In addition to the project location, I might also suggest trying to specify the "Projects" folder as well for the Cache and Publish folders just to see if anything changes. If it works, there's your answer. But there's no harm in trying!

Cheers... Rick

Helpful and Handy Links

Captivate Wish Form/Bug Reporting Form

Adobe Certified Captivate Training

SorcerStone Blog

Captivate eBooks

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Community Beginner ,
Sep 11, 2012 Sep 11, 2012

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Hi there,

sorry, I was a away for a while.

The problem still persists.

I do not run Captivate as an Administrator and if I do, there is no change concerning the recording.

I also created these projects-folders Rick suggestet, and still this doesn't change anything!

So what other solution could it be? Could there be an intereference with another program?

I already did a complete deinstall and reinstall!

Thanks, Florence

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Community Beginner ,
Sep 11, 2012 Sep 11, 2012

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Hi again,

I just did the following:

I started my computer in the safe mode (without and with network connection) - and the recording worked perfectly!

Then I restarted the computer normally, opened Captivate quit fast (the loading of all processes etc. was maybe still ongoing), and the recording window appeared! But as soon as I clicked the red recording button, the program blocked again and now it still doesn't work.

Has anyone an idea, what could bother the system in the background?

Thanks for further help,

Florence

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LEGEND ,
Sep 11, 2012 Sep 11, 2012

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Hi Florence

I've seen it happen in certain classroom situations where the computers were locked down. I seem to recall one of the Antivirus or other protection applications stopping the process because it saw the Captivate recorder as a "key logger". (an application that silently runs and captures keystrokes in order to obtain passwords and logins without you knowing)

So possibly you need to add Captivate to the "white list" for your antivirus?

Cheers... Rick

Helpful and Handy Links

Captivate Wish Form/Bug Reporting Form

Adobe Certified Captivate Training

SorcerStone Blog

Captivate eBooks

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Community Beginner ,
Sep 13, 2012 Sep 13, 2012

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LATEST

Hi Rick,

problem is solved!

Captivate was already on the white list of my Antivirus programm.

The next step I took: I startet my computer in the safe mode with network connection and copied the list of processes and services in the task manager. Then I returned to the normal mode and started to compare and end processes, one after the other. After every step I tried the recording with Captivate.

Then I discovered a TV tuner software - I deinstalled it and now it works again!!

Thanks for all your ideas and help, step by step the problem was surrounded and finally solved.

Best regards, Florence

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