Stuck video playback and High CPU usage

Hi,

It is quite surprising that your CapCut has stopped working. Let us address both your technical problem and your refund request.

Possible causes and troubleshooting for playback issues

The "stuck at the first second" playback issue in CapCut can come from a few different sources:

• Outdated graphics drivers: This is a common culprit for video playback problems. Even on a new computer, drivers can sometimes be outdated.

  • Make sure your graphics card drivers are fully updated. You can usually do this through the device manager on your computer or by visiting the website of your graphics card manufacturer (like NVIDIA, AMD, or Intel).

• Conflicting software or processes: Although you have closed other programs, some background processes might still be interfering with CapCut.

  • Try a clean boot of your computer. This starts Windows with a minimal set of drivers and startup programs, which can help isolate if other software is the problem. You can search online for "how to perform a clean boot in Windows" (or macOS if you are using a Mac) for step-by-step instructions.

• Corrupted installation or files: Even after reinstalling, some corrupted files might remain.

  • Use a dedicated uninstaller tool to completely remove CapCut and all associated files before reinstalling again. Revo Uninstaller is a popular option for Windows. For macOS, you can manually delete all CapCut related files from the Applications folder and Library folders.

• Project file corruption: It is less likely if it is happening with all videos, but a specific project file could be corrupted.

  • Try creating a brand new project and importing a different video file to see if the issue persists.

• Hardware acceleration issues: Sometimes, hardware acceleration can cause problems on certain systems.

  • Try disabling hardware acceleration within CapCut's settings. Look for this option in the "Performance" or "Advanced" settings section of the program.

• Specific video codec or format incompatibility: While CapCut supports many formats, there might be an issue with a specific video codec.

  • Solution: Try converting your video file to a different format (like MP4 with H.264 codec) using a video converter program before importing it into CapCut. HandBrake is a free and widely used video converter.

Here are some additional suggestions that might help:

1. Clear CapCut cache:

   • Clearing the cache can resolve lag or freeze problems.
     • On CapCut's home page, click the Settings icon, select 'Settings', then click the delete icon next to 'Cache size', and confirm by clicking 'OK'.

2. Adjust graphics settings:

   • Ensure CapCut is set to use high-performance graphics.
     • Press 'Windows + I' to open Settings, go to 'System' > 'Display' > 'Graphics settings'.
     • Click 'Browse', navigate to CapCut's installation folder, select 'CapCut.exe', and click 'Add'.
     • Click 'Options', choose 'High performance', and click 'Save'.

3. Disable 'Render Interface with GPU':

   • Disabling this setting can fix black screen issues during video playback.
     • In CapCut, click 'Menu' > 'Settings' > 'Performance' tab.
     • Uncheck 'Render interface with GPU' and click 'Save'.
     • Restart CapCut and check if the issue persists.

4. Free up system resources:

   • Close unnecessary applications running in the background to allocate more resources to CapCut.

5. Update CapCut:

   • Ensure you are using the latest version of CapCut, as updates often contain bug fixes and performance improvements.

Ways to request a refund:

Given that you have been unable to use your subscription for two months, it is reasonable to seek a refund. Here is how you can proceed:

• Contact CapCut payment support:

  • Write an email to CapCut at [email protected] and [email protected] with your subscription details.

• Through app stores:

• • • If you subscribed via Apple App Store or Google Play Store, their refund policies apply.
      • Apple App Store: Request a refund through Apple's support page.
      • Google Play Store: Use Google's refund request process.

• Payment method:

  • Refunds are typically processed using the original payment method.

• Processing time:

  • Refund processing times vary depending on the payment method and platform.

We hope these troubleshooting steps and refund details are helpful. It is definitely worth trying to update your graphics drivers and check for software conflicts, as these are often the cause of video playback issues. Good luck getting CapCut working again, and with your refund request.