Recorded Video from Desktop has glitched sound on playback

[liliosh]

Hi everyone,

First-time poster here. I hope you can help us. We have a user that has issues when recording video from their desktop. We have sent a bug report but there's no answer yet.

Here are the steps to reproduce the issue according to the user:

Steps to Reproduce Bug:

1. Go to File > Record a New > Video Demo
2. Choose ‘Screen Area’ or ‘Application’. For webcam, select ‘No Webcam’ and tick ‘System Audio’.

This is the audio setting used

1. Click ‘Record’. (Record any videos that are playing on the computer)
2. End recording
3. The recorded video preview pops up and video starts to play. It is fine at the start, after a few seconds the audio starts to glitch (sample is attached).

We have updated the user's laptop system drivers (including video and audio) but this did not make a difference. The only version we can update Captivate is until 11.5.5. The user has an external mic but he has confirmed that he has removed it during testing and it still made the audio issue.

I have also attached the video that is having the issue. Any feedback would be greatly appreciated. 

Thanks!

[RodWard]

Have you checked the frames per second on the video is exactly the same as the FPS on the Captivate project?

[liliosh]

Hi RodWard,

Thanks for the reply. The user said the following:

" I've tried publishing a video from Captivate at 30FPS and capture it with Captivate while the video is playing, same happened to the audio"

[Lilybiri]

Was narration also included, it seems like it started with the narration? Why choose to record system audio which seems not to be relevant?  Is it to have a second audio track?

[liliosh · Accepted solution]

Hi everyone,

I'm not sure what worked but we did the following:

1. Installed Captivate 2019 11.8 and fixed the issue. But did not go through with this as the user did not have a paid subscription to it.

2. We uninstalled and re-installed everything Captivate 2019 11.5 (perpetual license) related. This fixed the issue according to the user. 

Thanks, everyone!