Captivate crashes on launch or while performing an action

If you are using Adobe Captivate 9 or 9.0.421, and witnessing frequent crashes on starting the product or even while working with a feature, follow the steps below to fix the issues.

Upgrade Captivate

If you frequently encounter "Captivate not responding" pop-up messages, upgrade to Captivate 9.0.2.437.

Download build 437 from Captivate downloads or choose Help > Updates.

Run Captivate as an Administrator

  • On your Windows machine, right-click AdobeCaptivate.exe and select Run as administrator.

Recreate preferences

Delete Captivate preferences (Windows)

  • Navigate to the folder where Captivate is installed on your computer

Note: On Windows, the default location is typically C:\Program Files\Adobe\Adobe Captivate 9 x64.

  • Open the “Utils” folder.
  • Double-click “CleanPreferencesWin.bat”

Delete Captivate preferences (MAC OS)

  • Navigate to the folder where Captivate is installed on your computer

Note: On Mac, the default location is typically Applications > Adobe Captivate 9.

  • Open the “Utils” folder.
  • Double-click “CleanPreferencesMac”.

Logging in and out of current user account

Log out of the current user account on the OS and then log back in using a new Administrator account.

Create a different account, log in to the new account, and then try to or run Adobe Captivate.

Mac OS

  1. From the Apple menu, choose System Preferences. Click Users & Groups.

    Users and groups
    Users and groups
  2. Click the padlock icon and enter your administrator name and password.

    User name and password
    User name and password
  3. Click the plus sign near the lower-left corner of the window and choose a type of account from the New Account pop-up menu.

    Enter a full name for the account (for example, type test). An account name is generated automatically.

  4. Enter a password that you can remember (such as test) in the Password and Verify fields.

    Enter an appropriate Password hint. A password hint helps you remember your password.

    Click Create User.

    Note: Make sure that you enable the option Allow user to administer this computer.

  5. Click the padlock icon to prevent further changes and close Users & Groups.

    • From the Apple menu, choose Log Out.
    • Log in again using the newly created user account and try to install Adobe Captivate.

Windows OS

Troubleshooting fonts

Mac OS

Validate all fonts through the Font Book application using the following procedure:

  1. Choose Applications > Font Book.

    Font Book
    Font Book
  2. Choose All Fonts in the Collection column.

  3. Choose the top-most font in the Font column and press Cmd+A to select all the fonts.

  4. Choose File > Validate Font.

  5. Delete the damaged or duplicate font.

    Note:

    If Font Book crashes, restart Font Book, and scroll through the fonts one by one to determine which font caused the crash. Use the Down Arrow key to select the first font, then hold the key down to scroll through all your fonts.

Windows OS

To isolate a damaged font installed, remove fonts from the Fonts folder and then add them in small groups.

Caution:

Perform the steps below with utmost care. Otherwise, Windows may fail to load.

  1. Choose Start > Settings > Control Panel and double-click the Fonts icon.

  2. Choose all the fonts in the Fonts folder, except the fonts installed by Windows. Move the selected fonts to a temporary folder on the desktop.

  3. Restart Windows.

  4. If the problem occurs, it can be related to a font installed by Windows. If the problem doesn't occur, move a small group of fonts back into the Fonts folder, and then restart Windows.

    Repeat the steps until Captivate no longer crashes.

  5. Delete each problematic font from the hard disk and reinstall it. If a font continues to cause problems after you reinstall it, you may have to contact the font manufacturer for assistance.

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