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Troubleshooting issues with Adobe Captivate Prime desktop app

  1. Captivate Prime User Guide
  2. Introduction
    1. New features summary
    2. Release Notes
    3. System requirements | Adobe Captivate Prime
    4. Captivate Prime compliance to GDPR
    5. Accessibility in Captivate Prime
    6. Support for custom domain
  3. Get Started
    1. Getting started as Administrator
    2. Getting started as an Author
    3. Getting started as a Learner
    4. Getting started for Managers
    5. Getting started as an instructor in Captivate Prime
  4. Administrator
    1. User log in
    2. Add users and create user groups
    3. Add classroom locations
    4. Create course modules, instances, and learning programs
    5. Captivate Prime Content Catalog
    6. Content marketplace
    7. Reports
    8. Learning Paths
    9. Learning plans
    10. Manage Captivate Prime orders and billing
    11. Job Aids
    12. Certifications
    13. Catalogs
    14. Add users in bulk
    15. Peer accounts
    16. Create and modify skills and levels
    17. AI-based recommendation of courses
    18. Gamification
    19. Customize learner homepage
    20. Badges
    21. Color themes
    22. Learner transcripts
    23. Waitlist & attendance management
    24. Fluidic player
    25. Announcements
    26. Email templates
    27. Adobe Connect integration
    28. Settings
    29. Notifications
    30. iPad & Android tablet users
    31. Getting started as Administrator
    32. Purge users
    33. Tags
    34. Captivate Prime integration with Slack
    35. Captivate Prime Content Catalog
    36. Custom roles
    37. Catalog labels
    38. xAPI in Captivate Prime
    39. Monitoring and moderating Social Learning as an admin
    40. Enable full control of shared catalog
    41. Map skill with skill domains
  5. Integration Admin
    1. Migration manual
    2. Captivate Prime Connectors
    3. Integrate Captivate Prime with AEM
    4. Install Salesforce package in Captivate Prime
    5. Install Microsoft Teams connector
    6. Application developer manual
    7. Captivate Prime App for Salesforce
    8. Settings
    9. Manage custom roles via CSV files
  6. Authors
    1. User login
    2. Content library
    3. Creating, modify, and publish courses
    4. Catalogs
    5. Job Aids
    6. Adobe Connect integration
    7. Add learning objects in different locales
    8. User notifications
    9. Email templates
    10. How to choose course modules?
    11. Preview as learner
    12. Settings
    13. xAPI in Captivate Prime
  7. Instructor
    1. Modules
    2. Managing learners for your session
  8. Learner
    1. Log in
    2. Profile Settings
    3. Catalogs
    4. Courses
    5. Fluidic player
    6. Learning Programs
    7. Certifications
    8. Job Aids
    9. Badges
    10. Skills & Levels
    11. Gamification
    12. User notifications
    13. Announcements
    14. Waitlist & attendance management
    15. Captivate Prime app for Salesforce
    16. Adobe Connect integration
    17. Learner App for mobiles and tablets
    18. Social Learning in Captivate Prime
    19. Adobe Captivate Prime desktop application
    20. Learner home page
    21. Share to Social Learning
    22. System requirements | Adobe Captivate Prime desktop application
  9. Manager
    1. User log in
    2. Manager dashboard
    3. Reports
    4. Learning Objects
    5. User notifications
    6. Learner transcripts
    7. Settings
    8. iPad & Android tablet users
  10. Frequently Asked Questions
    1. Frequently Asked Questions for Administrators
    2. Frequently Asked Questions for Authors
    3. Frequently Asked Questions for Instructors
    4. Frequently Asked Questions for Managers
  11. Knowledge Base
    1. Unable to log in to Captivate Prime
    2. Learning Summary does not display current data
    3. Unable to upload a CSV
    4. Generate a HAR file
    5. L1 feedback auto popup does not appear
    6. Unable to view certain courses under catalog while creating a Certification
    7. Unable to view certain course under catalog while creating a Learning Program
    8. Issues in retiring a Learning Program
    9. Unable to assign a badge
    10. Session expires in Captivate Prime
    11. Unable to search a course
    12. Troubleshoot migration issues
    13. Troubleshoot Captivate Prime app issues
    14. Users get auto deleted in Captivate Prime
    15. Publishing issues in the EU domain
    16. Unable to register as external user
    17. Okta Active Directory integration with Adobe Captivate Prime
    18. Unable to view learners in a course
    19. Unable to view calendar
    20. Module is not marked complete after completing a course
    21. Unable to achieve a skill after completing a course
    22. Radio buttons are missing
    23. Unable to view file submissions in Captivate Prime

This document contains basic troubleshooting tips to solve some of the typical problems that encounter while installing and using Adobe Captivate Prime desktop application.

I am unable to do the following

  1. Check your Internet connection and firewall settings.

  2. In Social Learning, click New Post to create a post. If you do not have a board, create a board first. 

  3. Click any one of the following post button options that appear to create content like Screen Shot, Record Audio, Record Video, Captivate Prime Gallery. You are redirected to Adobe Captivate Prime desktop application page from where you can download Adobe Captivate Prime desktop application for your desktop.

  4. You require a valid Adobe Captivate Prime account that has Social Learning enabled by your administrator. Your administrator might have also disabled downloads through the web browser. Contact your Adobe Captivate Prime administrator for more information on downloading the Adobe Captivate Prime desktop app.

  1. Make sure that your system meets the minimum system requirements. See System requirements for Adobe Captivate Prime App for desktop.

  2. Clean up any previous installation of Adobe Captivate Prime desktop application. For more information, see How to clean previous installations for more information.

  3. For errors during installation process, see How to find application logs. Contact your Adobe Captivate Prime desktop application administrator for more help.

  1. Make sure that Adobe Captivate Prime desktop application is downloaded and installed.

  2. In Social Learning, click New Post (if you do not have a board, then create a board). Click any one of the following post button options that appear – Take a Screenshot, Audio Recording, Video Recording, Adobe Captivate Prime Gallery. You are redirected to a page from where you can launch Adobe Captivate Prime desktop application.

  3. In case the app does not launch, you can also launch it from the Start Menu on Windows, or from Launchpad on Mac OS X.

  1. Make sure that you are connected to the Internet and your firewall settings do not block Adobe Captivate Prime desktop application.

  2. Make sure that you have a valid Adobe Captivate Prime learner account with Social Learning enabled.

  3. If you are still unable to log in, quit and relaunch the Adobe Captivate Prime desktop application, and then retry.

  4. For more Help, contact your Adobe Captivate Prime administrator.

  1. Ensure that your webcam / microphone is properly plugged-in to the system and is functioning properly.

  2. Ensure that you have installed the latest drivers for your webcam / microphone. Some devices do not function properly without dedicated drivers.

  3. Reset application preferences, and then relaunch Adobe Captivate Prime desktop application and retry. For more information, see How to reset application preferences.

  4. If you are on Mac OS X Mojave 10.14, grant permissions to Adobe Captivate Prime desktop application to access your webcam / microphone. For more information, see How to set webcam / microphone permissions on OSX Mojave.

  1. Make sure that you have a valid Adobe Captivate Prime learner account with Social Learning enabled by your Adobe Captivate Prime administrator.

  2. Reset application preferences, and then relaunch Adobe Captivate Prime desktop application and retry. For more info, see How to reset application preferences.

  3. For errors while publishing, enable advanced logging. For more information, see How to enable advanced logging, restart Adobe Captivate Prime desktop application, redo the above steps that cause the error. Send the latest application logs to your Adobe Captivate Prime administrator for Help. For more information, see How to find application logs.

  1. You can only see projects created with your Adobe Captivate Prime account, on the same computer on which they were created.

  2. Reset application preferences, and then relaunch Adobe Captivate Prime desktop application and retry. For Help, see How to reset application preferences.

  3. For errors while opening projects, enable advanced logging. For more information, see How to enable advanced logging. Restart Adobe Captivate Prime desktop application and redo the steps that cause the error. Send the latest application logs to your Adobe Captivate Prime administrator for Help. For more information, see How to find application logs.

How to reset application preferences?

Windows

  1. To open the Run dialog, press the Windows + R keys.

  2. Type “%APPDATA%\..\Local\Adobe\Captivate Prime 1.0” (without quotes) and press Enter.

  3. Delete the files named preferences.json and preferences.xml.

Mac OS X

  1. Open Finder.

  2. To open the Go To folder dialog, Press Cmd + Shift + G keys.

  3. Type “~/Library/Application Support/Adobe/Captivate Prime 1.0” (without quotes) and press Enter.

  4. Delete the files named preferences.json and preferences.xml.

How to find application logs?

Windows

  1. To open the Run dialog box, Press Windows + R keys.

  2. Type “%TEMP%\elthor” (without quotes) and press Enter.

  3. Sort the folders by the Date Modified and open the most recent folder. This folder contains the latest application logs.

Mac OS X

  1. Open Finder.

  2. To open the Go To Folder dialog box, press Cmd + Shift + G keys.

  3. Type “/var/folders” (without quotes) and press Enter.

  4. Search for “elthor” in the search bar and open the folder.

  5. Sort the folders by the Date Modified and open the most recent folder. This folder contains the latest application logs.

How to enable advanced logging?

Windows

  1. To open the Run dialog, press Windows key + R.

  2. Type “%APPDATA%\..\Local\Adobe\Captivate Prime 1.0” (without quotes) and press Enter.

  3. Take a backup of file preferences.json, and then open it in a text editor.

  4. Search for the key debugMode and change the value property of this key to “true” (without quotes).

Mac OS X

  1. Open Finder.

  2. To open the Go To Folder dialog, press Cmd + Shift + G.

  3. Type “~/Library/Application Support/Adobe/Captivate Prime 1.0” (without quotes) and press Enter.

  4. Take a backup of file preferences.json, and then open it in a text editor.

  5. Search for the key debugMode and change the value property of this key to “true” (without quotes)

How to set webcam / microphone permissions on Mac OS X Mojave?

  1. Click System Preferences icon in Dock.

  2. Click Security & Privacy > Privacy.

  3. Click Webcam and Microphone options and ensure that Adobe Captivate Prime check box is selected. If you do not see Adobe Captivate Prime listed, first install and launch Adobe Captivate Prime desktop application.

How to clean up Adobe Captivate Prime for desktop updates cache?

Windows

  1. To open the Run dialog, press Windows key + R.

  2. Type “%APPDATA%\..\Local\Adobe\Captivate Prime 1.0” (without quotes) and press Enter.

  3. Delete the folder named updates.

Mac OS X

  1. Open Finder.

  2. To open the Go To Folder dialog, press Cmd + Shift + G.

  3. Type “~/Library/Application Support/Adobe/Captivate Prime 1.0” (without quotes) and press Enter.

  4. Delete the folder named updates.

How to clean up Adobe Captivate Prime for desktop temp folder?

Windows

  1. To open the Run dialog, Press Windows key + R.

  2. Type “%TEMP%” (without quotes) and press Enter.

  3. Delete the folder named “elthor”.

Mac OS X

  1. Open Finder.

  2. To open the Go To Folder dialog, press Cmd + Shift + G keys.

  3. Type “/var/folders” (without quotes) and press Enter.

  4. Search for “elthor” in the search bar.

  5. Delete the folder named “elthor”.

How to locate Adobe Captivate Prime for desktop projects?

Windows

  1. To open the Run dialog, press Windows key + R.

  2. Type “~/Documents/My Adobe Captivate Prime Projects” (without quotes) and press Enter.

  3. You or your Adobe Captivate Prime administrator might have changed the default projects folder location. Contact your administrator for more help to locate and clean up projects.

Mac OS X

  1. Open Finder.

  2. To open the Go To Folder dialog, press Cmd + Shift + G keys.

  3. Type “~/Documents/My Adobe Captivate Prime Projects” (without quotes) and press Enter.

    Poznámka:

    You or your Adobe Captivate Prime administrator might have changed the default projects folder location. Contact your administrator for more Help to locate and clean up projects.

How to clean up previous installations of Adobe Captivate Prime desktop app?

Windows

  1. To open the Run dialog, press Windows keys + R.

  2. Type regedit and search “HKEY_LOCAL_MACHINE \SOFTWARE\Classes\Installer\” (without quotes) or “HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\”  (without quotes) and press Enter.

  3. Find the folder named Adobe Captivate Prime and find the previous installation. Delete the registry entry.  You can find the key by pressing the F3 key.

Mac OS X

Move the files from the following path “/Applications/Adobe Captivate Prime/Users/Shared/Adobe/Captivate Prime Assets/1.0” to trash and then empty the trash.

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