Hi Anna,
Our sincere apologies for the inconvenience.
Kindly share the issue details on captivateprimesupport@adobe.com.
We will try our best to help you resolve it for you.
You can also reach us using the support channels below.
https://helpx.adobe.com/contact/enterprise-support.other.html#captivate-prime
Regards,
Adobe Captivate Prime Team