Distorted Sound in Preview

[Maja37362190j32o]

Hi all, 

Something weird is happening with my audio files in which they sound normal in Apple Music and they sound normal in the timeline within Adobe Captivate (version 12.3.0.12), but in preview mode, the audio sounds far away and distorted (almost as if it is underwater). I have opened a blank project and just imported the audio onto the slide and the same issue is occurring, so there is no interaction or effect that I have implemented that is causing the distortion. We received the files as mp3 files but requested them as WAV files hoping that would resolve the issue, but sadly it has not. I've also imported files from past e-learning modules and they appear normal in the preview, so it may be something with the audio files themselves? I am unsure. I've also reached out to Adobe's support team on this and we are tackling the issue. Has anyone else encountered this? Adobe's support team even said they have tested the audio on various Adobe programs and it is only replicable on Captivate. However, the fact that audio files from other e-learning projects are working within preview makes me think the issue may be with the Audio files, but I am not sure. 

Would love to find a solution to this. Thank you so much!

[Paul Wilson CTDP]

I wonder if it is related to a setting that might be unusual when creating your audio clips. Perhaps the audio clip is recorded at 48 kHz instead of 44.1 kHz/16 bit. Try converting to a different encoding using audio editing software like Audition or Audacity, encode the video with the more standard settings, and see if that makes a difference.

[Maja37362190j32o]

Unfortunately this did not work. I converted the file from 48 kHz to 44.1kHz/16bit and tried that and it didn't work. Then I converted it back to 48 kHz and that didn't work either.