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New Captivate 12.2 crashes when adding a Video slide

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Is anyone else having this issue. I have a Captivate project started and when I go to add the Slide Video from Media Blocks, or if I add Video from Media Blocks, they app crashes.

Kevin SiegelCorrect answer

Community Expert

This was a known bug that was fixed with update 12.6: https://blog.iconlogic.com/weblog/2025/04/captivate-126-update-highlights-big-fixes-smoother-projects.html

Kevin Siegel

Correct answer

Community Expert

This was a known bug that was fixed with update 12.6: https://blog.iconlogic.com/weblog/2025/04/captivate-126-update-highlights-big-fixes-smoother-projects.html

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jordim23270053

Participating Frequently

12.6 version sucks.... So many widgets crashed...

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Moti Blau

Participating Frequently

Hi Jordim,

Could you elaborate please what crashes exactly?

Thanks

Moti

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NATHANAEL PRI38700205h5z1

Participant

Hello, first time posting here.

I am just checking to see if there is a status update concerning this specific problem. I have been dealing with this issue as well since 12.2 and was waiting on a bug fix. following the thread it seemed to be a much bigger issue and I'm hopeful that the dev team is making head-way on a solution concerning the processor issue.

Thank you for any time

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rogerbeckett

Participating Frequently

It's looks like the issue is definitely related to the Intel ARC graphics GPU.
(first identified by DennisLamberti)
I just ran Captivate on an HP laptop with Win 11 and an Intel Iris XE graphics GPU and was able to import both the "slide video" and "video" media blocks without any issues. Captivate worked like a charm.
I have spoken with Adobe's Senior evangelist for eLearning & Captivate, as well as some of the Adobe Captivate engineers, marketing and sales staff and I believe they are aware of the Captivate/Intel ARC graphics issue, and are working on fixing it.

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Karen31975801nnqd

Participating Frequently

Thank you Roger! It's great to hear that the problem has been identified and a fix may be coming!

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rogerbeckett

Participating Frequently

@Karen31975801nnqd You're very welcome.

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rogerbeckett

Participating Frequently

I am having the same issue with the All-new Adobe Captivate v 12.4.

I have opened a ticket with Adobe Support and will let you know what I find out.

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dennis_lamberti

Participating Frequently

Hi Roger, I have been trying to sort this out with the Adobe developers. Can I ask a question? Is this a new machine you are using? Are you running Intel ARC Graphics?

I have been testing a couple of different machines here and all the machines with the new Intel Arc graphics card.

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rogerbeckett

Participating Frequently

Hi Dennis,
Yes, it is a Lenovo ThinkPad P16v Gen2 laptop with Intel Arc Graphics as well as a Nvidia RTX 2000 ADA Generation Laptop GPU.
Thank you for your help.

Roger

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satinder_0070

Participant

I'm having the same problem, I had someone from Captivate go through my computer and they were unable to fix the problem. Not sure what to do now

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dennis_lamberti

Participating Frequently

So, I found a great fix... I have an old laptop on standby to do my video work. Once inserted I can then move it back to my new laptop.

I know... now really a fix but desparate times require desparate measures.

It is probably hardware related. I am running an Asus Zenbook 14 OLED (Intel i9 processor) Not sure if this will help those seeking a solution.

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OzBassist

Inspiring

I tried to make this crash and was unable to.
Mac OS 13.5.1

Captivate 12.3.0.12

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Karen31975801nnqd

Participating Frequently

It's nothing to do with where files are stored because we never get to the point where we can add files. We do not even get your pop-up box to insert video. I'm glad it works for you, but there are a small number of us for which it just simply does not.

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OzBassist

Inspiring

Sorry, I should have read your posts a little more carefully.
You mentioned about it working with one user profile but not another.
So I'm guessing that it is about access permissions.
If you check the info on the folder that you're trying to access files from and ensure that there is at least a 'read' permission for the profile that you're using, this may solve the issue.
I use a Mac, but the logic is the same for Windows.
Here's my security setting:

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OzBassist

Inspiring

Just a thought - are you working on files stored on your local computer rather than on a network?
Always better to work locally.

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K

Karen31975801nnqd

Participating Frequently

I'm having this problem too. My departmental and university IT folks cannot help. Did you find a cause/solution? We tried reinstalling Captivate but it didn't make a difference.

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Lilybiri

Legend

Meanwhile we are on version 12.3.0.12. Did you upgrade?

Which type of video did you insert: slide video or event video?

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Lilybiri

Legend

Thanks for replying. I'm using 12.3.0.12 also. I just got it 2 weeks ago; that's what I installed. I wanted a slide video, but event video doesn't work either. Both crash the program.

Can you try to re-encode the video using Adobe Media Encoder (AME). That encoder should be installed on your system when you installed Captivate. It is possible that the codec used for that video (what is its format) is not compatible.

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Lilybiri

Legend

It may be the codec used for the video, or are you streaming?

Try to re-encode using the Adobe Media Encoder.

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DeniseJohnson2024Author

Participant

It happens when I add the slide. I don’t even get a chance to add a video ☹

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Lilybiri

Legend

Maybe another bug? I keep to 11.5.5.553, just created some short examples in 12, too many bugs and crashes.

You can try to do the normal troubleshooting: clear the cache, clean the Preferences. It may help, but I am not sure.

Can you log that bug in the uservoice platform? You can reach it from within Captivate.

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