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.

[Moti Blau]

Hello everyone,

I too have the same problem after moving to a new laptop. I'm using the Probook 440 G11. It has Intel integrated graphic chip with the latest driver. 32.0.101.6559. 

The problem is exactly as described  - as soon as  you add a media block into a project Captivate crashed (I use 12.5version). If however you take a project which was created in another computer then it works fine. 

The laptop uses Intel Core Ultra 7 155U. 

Important information - this does not happen on another computer (not a laptop) using Intel Core i5-14400 with integrated intel Graphics 730. 

If anyone has any suggesiton on solution I will be happy to learn ASAP. 

Thanks !

Moti 

[DennisLamberti]

Hi, my last conversation with the Adobe development team was that they were waiting approval to purchace a laptop with the new Intel graphics chip. How long this approval takes is anyone's guese. 

[Moti Blau]

Hi Dennis, 

Thanks for your kind  update. Just amazing. When was your last discussion with them about it? 

Moti 

[DennisLamberti]

It was about a month ago.

[Moti Blau]

Hi again, 

I was just now in contact with Adobe Captivate support team and after various trials etc. they have informed me this is a registered bug and will let me know. So apparetnly, as of yet they have no solution for this problem. 

Moti

[rogerbeckett]

Hi Moti,
I am actively working with the Adobe Captivate engineering team on testing a new build to address this issue.
We're getting closer to having a fix very soon.
Thank you,
Roger

[Moti Blau]

Dear Roger,.

This is great news, I appreciate your letting me know and your efforts. If you need to test at my side, feel free to be in touch. 

Kind regards,

Moti

[NATHANAEL PRI38700205h5z1]

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

[Kevin Siegel · Accepted solution]

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-project...