7 Replies Latest reply: Sep 1, 2014 9:08 AM by DHR RSS

    Captivate 8 changed video import...

    DHR Community Member
    DHR Aug 31, 2014 7:07 AM

      I had Captivate 7 loaded on my computer and video import was working fine. i.e. when I would load a mp4 video it would import and load to a single slide or multiple slide without issue. After loading Captivate 8 this function is now broken and loading a video brings up a dialog box to use media encoder to turn all videos into flv? Then the flv won't load either... I can't think of anything else that could have caused this other than me loading Captivate 8 at the same time as my Captivate 7 was installed. Very disturbing as I need to wrap a bunch of videos in Captivate and add a quiz at the end. I loaded Captivate 7 onto my old Laptop (to test) and it works fine as it did on my main computer before I loaded Captivate 8.

       

      Adobe... support maybe?

       

      Really needs to be a support option for people if they expect us to pay monthly for software now. I'd be glad to pay for real support i.e. not a call to (...country) and a person looking at a FAQ on a computer. 

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        • 1. Re: Captivate 8 changed video import...
          sstricko Community Member
          sstricko Aug 31, 2014 9:18 PM (in response to DHR)

          I'm getting Captivate 8 installed this arvo and hoping I don't have similar issues.  I've dealt with Media Encoder issues and Adobe 'support' before - the most frustrating and useless customer service interactions I've ever had with a company bar none.  Endless buck-passing and shunting between increasingly incompetent areas of the business all of whom needed me to start from scratch again every time.  Good luck!

          • 2. Re: Captivate 8 changed video import...
            I_don't_believe_it! Community Member
            I_don't_believe_it! Sep 1, 2014 4:10 AM (in response to DHR)

            That's odd. I installed CP8 with CP7 and have no problem importing MP4s.

             

            You should be able to get support from Adobe for this. I find them pretty good, though you do often have to repeat yourself several times to convey the issue.

            • 3. Re: Captivate 8 changed video import...
              DHR Community Member
              DHR Sep 1, 2014 7:50 AM (in response to I_don't_believe_it!)

              So "It works for me" is the answer to my problem? I have to load Captivate 7 on my old computer and do a large job on an older slower computer because Adobe has no support for a program as complex as Captivate? Which I'm paying a subscription price for. Incidentally all my other Adobe CS(6) products work fine. So I'm supposed to wipe my hardisk to solve a Captivate problem??? Eye Roll...

              • 4. Re: Captivate 8 changed video import...
                I_don't_believe_it! Community Member
                I_don't_believe_it! Sep 1, 2014 8:06 AM (in response to DHR)

                Not it is not the answer but it should help you find one. I am trying to assist by advising you that it does 'work for me' so the issue is likely to be something to do with your installation.

                 

                When I have a problem like this I contact Adobe who do have a support programme for Captivate. Like you I have a subscription and can access their support service. They will provide remote support. I think that is pretty good service. I am not sure why you cannot do the same.

                • 5. Re: Captivate 8 changed video import...
                  DHR Community Member
                  DHR Sep 1, 2014 8:18 AM (in response to I_don't_believe_it!)

                  Of course, I have... Adobe support responds a week later, saying it works fine for us. How exactly is that going to help me? Imagine telling a client I'll get back to you in a week on this job, my program stopped working inexplicably... When the only thing different is I loaded a new version of the same software?

                   

                  Have you ever received a solution from Adobe? I haven't. I have to spend hours of my time scouring the internet in the hope that I might find some clue that would help solve this. Starting over on my production computer to fix 1 program out of 50 is not an option for me. Sorry to be cynical but I've had more problems with Captivate in 6 months that I've had with Adobe products over 20 years...

                  • 6. Re: Captivate 8 changed video import...
                    I_don't_believe_it! Community Member
                    I_don't_believe_it! Sep 1, 2014 8:32 AM (in response to DHR)

                    I have certainly had issues with Captivate, along with every other piece of software I have used. I have just started experimenting with responsive projects and find that they do not work as advertised so will not be using them until they do.

                     

                    I have found Adobe open to feedback and some of the important problems (relevant to my requirements) in CP7 have been fixed in CP8. I have had some solutions from Adobe but other occasions bugs have been acknowledged.

                     

                    If nobody else has had the same problem I would recommend a clean install of CP8, perhaps on another PC. You could also try using a virtual machine and install on that.

                     

                    Hopefully someone else with experience of this will respond to help you further. As I said before I have had live help from Adobe so you should be able to obtain the same.

                    • 7. Re: Captivate 8 changed video import...
                      DHR Community Member
                      DHR Sep 1, 2014 9:08 AM (in response to I_don't_believe_it!)

                      I have been using Adobe products since Photoshop 1.0 Back in the days when you could call them on the phone for (free) tech support and an American answered... no offense to the (potentially) technically savvy Indian people currently manning the support lines. But to say the CS6 creative suite (for instance) and all of it's applications could be used without support is a little ridiculous. The fact that I don't need support on any of these other Adobe products means I have been using them for a long time and I have a subscription to Lynda.com – something I consider almost essential these days. Captivate is a different animal though... And you as a user are "adrift on an open sea" when you launch the program.

                       

                      I'll let you know "when and what" Adobe support says when they get back to me.