Character assets not showing up for 2017

Hi. I’m an enterprise user of captivate 2017. As of this month, my Assets button stopped working in captivate. I reinstalled the assets tool per instructions on this board, and thought all was well. But when I go to download characters and other assets, they don’t show up in my assets folder and the ones in my directories are unreadable with any program. What is going on here? Grateful for anyone’s advice.

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