22 Replies Latest reply on Sep 13, 2012 8:13 AM by fschreiner

    Captivate 5.5 - recording does not work

    fschreiner Level 1

      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

        • 1. Re: Captivate 5.5 - recording does not work
          VikramGaur Adobe Employee

          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

          • 2. Re: Captivate 5.5 - recording does not work
            fschreiner Level 1

            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

            • 3. Re: Captivate 5.5 - recording does not work
              VikramGaur Adobe Employee

              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

              • 4. Re: Captivate 5.5 - recording does not work
                fschreiner Level 1

                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

                • 5. Re: Captivate 5.5 - recording does not work
                  VikramGaur Adobe Employee

                  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

                  • 6. Re: Captivate 5.5 - recording does not work
                    fschreiner Level 1

                    Hi Vikram,

                     

                    doesn't work either!

                     

                    Regards, Florence

                    • 7. Re: Captivate 5.5 - recording does not work
                      VikramGaur Adobe Employee

                      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

                      • 8. Re: Captivate 5.5 - recording does not work
                        fschreiner Level 1

                        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_4bd2a659149b3ba4 e9de73654ab6a5e201da9c2_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_4bd2a6591 49b3ba4e9de73654ab6a5e201da9c2_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

                        • 9. Re: Captivate 5.5 - recording does not work
                          fschreiner Level 1

                          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>

                          • 10. Re: Captivate 5.5 - recording does not work
                            VikramGaur Adobe Employee

                            Hello,

                             

                            Thank you for the information

                             

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

                             

                            Thanks,

                            Vikram

                            • 11. Re: Captivate 5.5 - recording does not work
                              fschreiner Level 1

                              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

                              • 12. Re: Captivate 5.5 - recording does not work
                                fschreiner Level 1

                                The setup.exe did'nt change anything!

                                • 13. Re: Captivate 5.5 - recording does not work
                                  VikramGaur Adobe Employee

                                  Hello,

                                   

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

                                   

                                  Did you try uninstalling and reinstalling Captivate 5.5 ?

                                   

                                  Thanks,

                                  Vikram

                                  • 14. Re: Captivate 5.5 - recording does not work
                                    RodWard Adobe Community Professional & MVP

                                    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?

                                    • 15. Re: Captivate 5.5 - recording does not work
                                      Captiv8r Adobe Community Professional & MVP

                                      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

                                      • 16. Re: Captivate 5.5 - recording does not work
                                        fschreiner Level 1

                                        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

                                        • 17. Re: Captivate 5.5 - recording does not work
                                          RodWard Adobe Community Professional & MVP

                                          Your default location are set up correctly.

                                           

                                          Have you set Captivate to launch using Run As Administrator?

                                          • 18. Re: Captivate 5.5 - recording does not work
                                            Captiv8r Adobe Community Professional & MVP

                                            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

                                            • 19. Re: Captivate 5.5 - recording does not work
                                              fschreiner Level 1

                                              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

                                              • 20. Re: Captivate 5.5 - recording does not work
                                                fschreiner Level 1

                                                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

                                                • 21. Re: Captivate 5.5 - recording does not work
                                                  Captiv8r Adobe Community Professional & MVP

                                                  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

                                                  • 22. Re: Captivate 5.5 - recording does not work
                                                    fschreiner Level 1

                                                    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