New Captivate 12.2 crashes when adding a Video slide

[DeniseJohnson2024]

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.

[Lilybiri]

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

Try to re-encode using the Adobe Media Encoder.

[DeniseJohnson2024]

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

******************************************************************************************
This message may contain confidential or proprietary information intended only for the use of the
addressee(s) named above or may contain information that is legally privileged. If you are
not the intended addressee, or the person responsible for delivering it to the intended addressee,
you are hereby notified that reading, disseminating, distributing or copying this message is strictly
prohibited. If you have received this message by mistake, please immediately notify us by
replying to the message and delete the original message and any copies immediately thereafter.

Thank you.
******************************************************************************************
CLLD

[Lilybiri]

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.

[Karen31975801nnqd]

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]

Meanwhile we are on version 12.3.0.12. Did you upgrade?

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

[Karen31975801nnqd]

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.

[Lilybiri]

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.

[Karen31975801nnqd]

Like Denise, I don't get that far. I click "Add Media Blocks" in the left toolbar. It expands to show the different types of media blocks (image, image grid, single character, etc.). If I click "Slide Video" or just "Video", Adobe Captivate crashes. No error message or anything, just program closed, unsaved work lost, crashed. All of the other media block types work.

[Lilybiri]

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.

[Karen31975801nnqd]

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]

Thanks for the headsup. Cleaning Preferences works in many situations when a corruption is suspected somewhere in the application. It is not specific for this situation. I mean: it may help other users although it didn't help you here. It seems not only a common troubleshooting for Captivate but for more Adobe applications. I needed it already for this new version for other reasons than crashing due to inserting video slides.

However AFAIK there is no slide template which has a placeholder for a video?  It may be a terminology problem, but besides the Blank slide I see only 7 other slide templates for content slides, none having a video.

[Karen31975801nnqd]

Thanks for the heads-up about the video slide template. Maybe there is a way to make a custom template? I'm going to finish up my project in Classic, and then look into it for my next project. And good to know about clean preferences for other adobe problems. I had some major problems with Premier Pro over the winter and had to just get Clipchamp and make do with that. Maybe this would have helped. THanks

[Lilybiri]

Maybe have a look at:

Tips for troubleshooting - Captivate blog (lilybiri.com)

[DeniseJohnson2024]

I found it works on the root profile but not on my company profile so there is something weird there. My work around is to add a template slide with a video on it and that works. It will not work by just adding the video block.

******************************************************************************************
This message may contain confidential or proprietary information intended only for the use of the
addressee(s) named above or may contain information that is legally privileged. If you are
not the intended addressee, or the person responsible for delivering it to the intended addressee,
you are hereby notified that reading, disseminating, distributing or copying this message is strictly
prohibited. If you have received this message by mistake, please immediately notify us by
replying to the message and delete the original message and any copies immediately thereafter.

Thank you.
******************************************************************************************
CLLD

[Karen31975801nnqd]

Thank you Denise! I guess slide templates is my next thing to learn, lol. I'm making the class I tried to start in Captivate Classic instead, but I like the look of this new Captivate, and I (or my department) did pay for it, so I'd like it to work in time for my next class. Hopefully they can fix this bug so no one else has this frustration! Thank you again! (And thank you to Lilybiri for trying). Here's my feedback post in case either of you want to upvote it: Bug - Cannot Add Slide Video Block – Adobe Captivate Feedback Page (uservoice.com)

[OzBassist]

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

[OzBassist]

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

Captivate 12.3.0.12

[Karen31975801nnqd]

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]

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]

But I guess at this point you still crashed because it's nothing to do with where the files are stored.
Try checking your user profile and ensure that it has permission to modify files within the Captivate Application folder.

[DennisLamberti]

I am having this problem and it is a real pain. I used to be able to add video. I then got myself a new laptop. This is when it stoped working. It must be a driver issue or something like that. The Adobe techs need to seriously look into this. My new laptop is an Asus Zenbook 14 OLED.

If I want to add video I need to fire up my old laptop, add the video and save it, then open the project on my new laptop.

[Karen31975801nnqd]

This sounds like it might actually be a helpful suggestion! I will give it a shot. Thank you!

[Karen31975801nnqd]

I will try the profile permission to modify thing. I don't have captivate installed on my old computer, but I guess that might be an option too. Sort of defeats the purpose of getting a new laptop if I have to keep using the old one, but I guess you do what you gotta do.

[Lilybiri]

If you are on WIndows, make sure that you have admin rights for Captivate. Use the possibility to 'Launch as Administrator' which can be linked to the shortcut key to launch CP.