Fixed- Your browser or operating system is no longer supported

Last updated on Nov 3, 2023 | Also applies to Captivate (2017 release), Captivate (2019 release), FrameMaker (2015 release), FrameMaker (2017 release), FrameMaker (2019 release), Presenter Video Express 11, Presenter Video Express 12, RoboHelp (2015 release), RoboHelp (2017 release), RoboHelp (2019 release), Technical Communication Suite (2015 release), Technical Communication Suite (2017 release), Technical Communication Suite (2019 release)

Issue

When you are trying to log in to Captivate, you see the following error message:

Update required

Your browser or operating system is no longer supported. You may need to install the latest updates to your operating system.

Internet Explorer 10 Support Deprecation: Earlier version of Technical Communication Suite and its products relied on Internet Explorer 10 (IE 10) for Sign-In workflows required during licensing. As Microsoft has ended support for Internet Explorer 10 (IE 10) Adobe IMS Authentication has now deprecated support against this version of Internet Explorer.

Adobe is also moving away from supporting Internet Explorer 10 (IE 10) based licensing workflows, and the latest release of Technical Communication Suite and its products would not face any issue. Still, if you are using an older version of FrameMaker, RoboHelp, or other products, you may face licensing and signing-in challenges. The below article details out the workaround to be applied to fix these issues.

Note:

Microsoft has ended support for Internet Explorer 10 (IE 10). As such, Adobe will not fix issues reported against these specific versions of Internet Explorer.

Workaround

aasiapp.exe File Information

This file is located on the following path:

http://prdl-download.adobe.com/Framemaker/428037A8066D4558A7EF7D7D06CB5B72/1600836995996/AASIapp.exe

FileName

AASIapp.exe

MD5 checksum

030d5e286c9668e71da8ccfcfa8a7137

ProductName

Adobe Captivate (2019 release) and Adobe Captivate (2017 release)
Adobe Presenter Video Express 12
Adobe Presenter 11.1
Adobe Framemaker
Adobe RoboHelp

The file needs to be copied to C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\P7\AASIapp.exe.

Solution 1

Ensure that IE 11 is installed with TLS 1.2 enabled and Operating System should be updated to the latest version.

IMPORTANT

If you are not able to locate the folder P7, then follow the steps below:

Navigate to the extracted installer folder > packages > AAM. The folder P7 resides in this location.
Open P7 and copy the file P7.pima file to the desktop.
Rename P7.pima to P7.zip and extract the zip file.
Replace AASIapp.exe in the extracted folder.
Copy the folder P7 and paste it in C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp.
Run the installer.

Solution 2

If Solution 1 does not work, then follow the steps below:

Add Set-up.exe and AASIApp.exe in the registry at the below locations:
- [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION]
- [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION]
Add DWORD 32 bit and add Set-up.exe under name and value as 2af8 on the above mentioned registry locations.
Add DWORD 32 bit and add AASIApp.exe under name and value as 2af8 on the above mentioned registry locations
Re-run the installer.

Solution 3

Download Set-up.exe.
Replace the file in the extracted installer folder with the one you have downloaded in the previous step.
Run Set-up.exe again.

Adobe

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