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.

[Karen31975801nnqd]

Thank you. I am under a deadline for some non-captivate-related work, but will take these suggestions to my IT folks as soon as I get a break.

[DennisLamberti]

Nope, not working. I ran Captivate with Admin rights and still crashes.

[dennis_lamberti]

Hi Karen, back to this video problem, does your computer use the new Intel Arc Graphics? I am asking everyone because this may be a common factor.

[Karen31975801nnqd]

My Intel Graphics driver is version 31.0.101.5382, with a date of 3/27/2024.

I also have one called NVIDIA RTX 500 Ada Generation Laptop GPU.

I do not actually know what any of this means, but my IT people talked me through finding my display adapter properties.

Thank you for working on this!

[rogerbeckett]

I have the Intel Arc Driver Version 31.0.101.5234 (I guess newer than Karen's) so it's also happening with newer drivers.

[satinder_0070]

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

[dennis_lamberti]

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.

[rogerbeckett]

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.

[dennis_lamberti]

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]

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

[dennis_lamberti]

OK, I will report this through to the Captivate developers. I think our problem is with the Arc Graphics. Thanks for replying.

[rogerbeckett]

Thanks @dennis_lamberti. I have an open Adobe Support ticket as well regarding this issue. It's been assigned to an Adobe Support specialist but so far no updates yet.

[rogerbeckett]

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.

[Karen31975801nnqd]

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

[rogerbeckett]

@Karen31975801nnqd You're very welcome.

[sarah_0412]

Roger-

I am have the same issue with a Dell Latitude 5550 with Intel® Core™ Ultra 7 165U vPro.