Audio glitch when publishing a video from Captivate 2019 11.8.0.586

[KC_Learning_Pro]

We have a team using the same version of Captivate (listed in the subject line) and some of the team members are experiencing problems with the audio cutting out on published mp4 files several seconds into the video. All of our settings match. Is there any known issues that are documented somehwere that can help us resolve? 

Thanks in advance!

[RodWard · Accepted solution]

This could be related to the hardware or drivers on the affected PCs more than on the Captivate side.

The first thing I would try is to give one of the project CPTX files to a user that does not appear to have the issue and get them to try publishing the same file to MP4.  If they also experience the same issue, then the problem may be with the CPTX.  However, if they can publish the file without encountering the audio issue, then I would be looking more deeply at the affected computers.

[KC_Learning_Pro]

Thanks RodWard. Yes, I've confirmed that it can published successfully from other team member laptops. We'll drill down to see what the differences are in the hardware and OS to try to narrow it down. I was hoping there was a known issue and quick fix. I appreciate your time and thoughts!

[RodWard]

Knowing that it is related to the end user's computer I would investigate whether updating the relevant drivers for audio and graphics cards might help.

[Lilybiri]

That version had some issues, but documentation?

Do you publish only to MP4?  Is the audio linked to normal content slides as slide audio, or are you talking about audio added to video in slides?

[KC_Learning_Pro]

Hi Lilybiri, thanks for the reply. We publish many different file formats, but each set of learning assets include videos as well as SCORM based simulations. The mp4s are what is giving some (not all) of our team members the glitch. These are slides that have mp3 audio clips added to them. Any thoughts would be appreciated. We've determined that some team members (on different hardware and OS) are able to publish successfully from the same exact cptx file. 

[Lilybiri]

I have seen problems with projects where audio has been added to slide video. From your description that is the case. I always try to have the audio in the MP4 file, not separate. However why the problem only occurs on some system, Rod may have given you an indication.