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DeniseJohnson2024
New Participant
March 29, 2024
Answered

New Captivate 12.2 crashes when adding a Video slide

  • March 29, 2024
  • 9 replies
  • 5416 views

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.

      Correct answer Kevin Siegel

      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

      9 replies

      Kevin Siegel
      Kevin SiegelCorrect answer
      Community Expert
      April 25, 2025

      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

        J
        jordim23270053
        Participating Frequently
        April 29, 2025

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

        Moti Blau
        Moti Blau
        Participating Frequently
        May 5, 2025

        Hi Jordim,

        Could you elaborate please what crashes exactly?

        Thanks

        Moti

        N
        NATHANAEL PRI38700205h5z1
        New Participant
        April 21, 2025

        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

        rogerbeckett
        rogerbeckett
        Participating Frequently
        November 28, 2024

        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.

          K
          Karen31975801nnqd
          Participating Frequently
          December 2, 2024

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

            rogerbeckett
            rogerbeckett
            Participating Frequently
            December 3, 2024

            @Karen31975801nnqd You're very welcome.

            rogerbeckett
            rogerbeckett
            Participating Frequently
            November 18, 2024

            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.

              D
              dennis_lamberti
              Participating Frequently
              November 19, 2024

              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.

              rogerbeckett
              rogerbeckett
              Participating Frequently
              November 19, 2024

              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

              S
              satinder_0070
              New Participant
              September 10, 2024

              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

               

              D
              dennis_lamberti
              Participating Frequently
              September 10, 2024

              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.

               

              OzBassist
              OzBassist
              Inspiring
              July 23, 2024

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

              Captivate 12.3.0.12

               

               

              K
              Karen31975801nnqd
              Participating Frequently
              July 23, 2024

              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. 

              OzBassist
              OzBassist
              Inspiring
              July 23, 2024

              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:

               

               

              OzBassist
              OzBassist
              Inspiring
              July 23, 2024

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

              K
              Karen31975801nnqd
              Participating Frequently
              June 28, 2024

              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.

              Lilybiri
              Lilybiri
              Brainiac
              June 28, 2024

              Meanwhile we are on version 12.3.0.12. Did you upgrade?

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

                K
                Karen31975801nnqd
                Participating Frequently
                June 28, 2024

                An old trick, which seems to help some users: try to clean the Preferences. Close Captivate, find the subfolder 'utils' under the installation folder. Run 'CleanPreferences....' whch s  appropriate for your OS. No guarantee, but sometimes works.

                Do not forget to use CTRL-S before trying to insert that media block again. Did you already log this problem on the uservoice platform or support by voting if it is already logged? I don't have that type of problem myself on 12.3.0.12.


                Thank you Lilybiri. I tried cleaning preferences as you suggest but it did not change anything with the problem. Now that I have Denise's work around, I'm going to do that. But I thought I should document that cleaning preferences did not have an affect, in case anyone else is reading this thread looking for clues.

                Lilybiri
                Lilybiri
                Brainiac
                March 29, 2024

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

                Try to re-encode using the Adobe Media Encoder.

                D
                DeniseJohnson2024Author
                New Participant
                March 29, 2024
                It happens when I add the slide. I don’t even get a chance to add a video ☹

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                  Lilybiri
                  Lilybiri
                  Brainiac
                  March 29, 2024

                  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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