This document can help you resolve problems that interrupt the installer for Adobe Captivate 4 on Windows Vista. These problems can manifest themselves in many different ways, including (but not limited to) a frozen cursor or screen, or an error.
Please note that this document does not address problems related to serial numbers. For these problems, contact Adobe Customer Service.
Different factors can interrupt the installation of an application, including the AutoPlay feature in Windows, a conflicting application, incorrect data in the Windows registry, or hardware problems.
To benefit most from this document, perform the tasks in order. Keep track of the tasks that you perform and the results of each, including errors and other problems. Adobe Technical Support can use this information to better assist you if you need to call.
Note: The procedures in this document are based on the default interface of Windows Vista. If the interface is customized, some procedures may vary.
Some of these procedures may require you to locate hidden files, hidden folders, or files by their full file names, which include extensions (for example, example_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes.
See "Show hidden files, hidden folders, and all file name extensions in Windows Explorer (Windows Vista)".
The tasks in this section can help you resolve the most common installation problems. Before performing any of these tasks, back up all personal files.
Adobe Captivate may not run correctly on a system that doesn't meet the following requirements:
- Intel Pentium 4, Intel Centrino, Intel Xeon, or Intel Core Duo (or compatible) processor
- Windows Vista Home Premium, Business, Ultimate, or Enterprise (certified for 32-bit editions)
- 512 MB of RAM (1GB recommended)
- 1.5 GB of available hard-disk space; additional free space required during installation (Adobe Captivate 4 cannot be installed on flash-based storage devices.)
- 800x600 screen resolution (1,024x768 recommended)
- Internet connection required for product activation
- DVD-ROM drive
See "Install current Windows service packs and other updates (Windows Vista)" (TechNote kb405107) for details.
Dust or dirt on a DVD can interfere with installation and prevent the DVD-ROM drive from recognizing the DVD. Examine the Adobe Captivate DVD for dirt, dust, or fingerprints. Gently wipe the bottom of each DVD from the center outward with a soft, lint-free cloth.
Verify that the DVD-ROM drive can read other DVDs. If it can't, examine the DVD caddy or loading tray for dirt, and clean it with a lint-free cloth. If it still can't read other DVDs, contact the DVD-ROM drive manufacturer or the computer manufacturer.
If you encounter a specific error message during the installation check the Adobe Installation Support Center for knowledgebase articles on installation errors.
If the tasks in the previous section don't solve the problem, then try the following intermediate troubleshooting tasks.
Software and services that load automatically with Windows (for example, virus protection utilities) can conflict with the Captivate 4 installer and cause problems in Captivate 4. To prevent conflict, reinstall Captivate 4 while Windows is in simplified mode and if this doesn't resolve the issue, try installing and running Captivate 4 on a different computer, or on a different hard drive.
Create a new user account that has the same permissions as the account that you use when the problem occurs. If the problem doesn't recur, then the original user account may be damaged. For instructions on creating a new user account, see "To add a new user to the computer" in Windows Help or contact your system administrator.
Windows and applications store working data in temporary (.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications.
See "Delete temporary files using the Disk Cleanup utility (Windows Vista)" (TechNote kb404917) .
See "Repair and defragment hard disks (Windows Vista)" (TechNote kb405610)
Use current anti-virus software (for example, Symantec Norton AntiVirus or McAfee VirusScan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the anti-virus software.
The Adobe Captivate 4 installer is designed to create an installation log of the actions performed on the machine.
Try to install Adobe Captivate 4 on a different computer to determine if the problem is unique to your computer. If you are able to install Adobe Captivate 4 on a different computer, contact the computer manufacturer. If the problem occurs on multiple computers, contact Adobe Technical Support.
You can see if other Adobe customers have a similar problem by visiting the User-to-User Forums. If you confirm that other users have experienced the same problem, then Adobe Technical Support may be able duplicate and research the problem.
If none of the above steps has resolved the error or freeze that you are experiencing with Adobe Captivate 4, then you need to contact Adobe Technical Support. You can find the support options at the Adobe Support Center.