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.

    Note:

    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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