Troubleshooting capture issues in high DPI machines

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Applies to: Captivate

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This document addresses methods to troubleshoot common issues that users can face while recording on high DPI monitors such as those with Windows 10 operating systems.

If you are recording simultions or video demos on a high DPI monitors running Windows 10 operating systems, you may run into some issues.

Note:

These issues are not seen on Mac OS X operating systems as they are retina compliant with capture.

Here are some common issues you can encounter, and methods to troubleshoot them.

Recreate preferences for Adobe Captivate

Follow the steps below:

  1. Close Adobe Captivate (2017 release).
  2. Navigate to:
    1. C:\Program Files\Adobe\Adobe Captivate 2017 x64\utils  (For 64-bit Captivate)
    2. C:\Program Files (x86)\Adobe\Adobe Captivate 2017 (32 Bit)\utils  (For 32-bit Captivate)
  3. Double-click the file, CleanPreferencesWin.bat.

Unable to record simulations or video demos because of incorrect DPI setting in Captivate

Error message while trying to record on high DPI monitors
Error message while trying to record on high DPI monitors

Solution 1:

If you get the above error while trying to record simulations or video demos on high DPI monitors, do the following:

  1. Open the AdobeCaptivate.ini file that is located in your install folder. 
  2. Change the DpiAwareness setting from 0 to 1. 
  3. Save and close the file.
  4. Sign out and sign in to Windows again.
  5. Recreate the preferences for Adobe Captivate.

You can now record simulations and video demos.

Solution 2:

  1. On your desktop right-click Display settings on the context menu.
  2. In the Display Settings page, change the size of text, apps, and other items to 100%.
  3. Sign out and sign in to Windows again.
  4. Recreate the preferences for Adobe Captivate.

Solution 3:

  1. On the desktop. right-click the Adobe Captivate 2017 icon and click Properties.
  2. In the Properties dialog, click the tab Compatability.
  3. In the Compatability tab, enable the option Run this program in compatibility mode for and choose the option Windows 8 from the drop-down list.
  4. Sign out and sign in to Windows again.
  5. Recreate the preferences for Adobe Captivate.

Unable to record simulations or video demos because of mis-matched display settings

message 2

If you are using a dual-monitor setup, and you get the above error, make sure that the display settings on both the monitors are identical.

Unable to record simulations or video demos because of change in display resolution

If you change the resolution of your operating system or the operating system text scaling, you may see issues where Captivate does not recognize the size of the application you are recording, and the Captivate recording area does not correctly reflect the application or the screen area that you want to record. 

Just sign out and sign back into your operating system to fix this issue.