Why is my published video black/blank?
Feb 10, 2014
I created a brief 38 second video in Replay. I published it and when I view the video I have 38 seconds of black screen. I have tried every troubleshooting measure recommended in the forums from uninstalling/reinstalling Replay, repairing Replay, confirming DirectX is installed and enabled, verifying that MS .NET Framework 3.5 is installed and active, publishing both local and on a network drive, to finally just rebooting.
All for naught.
I have submitted a support request (Case Number: 00384053), but am hoping maybe there is something else I can try in the interim that I have not yet seen or tried.
Suggestions?
30 Replies
Hi Travis and welcome to Heroes!
I see that Jayem is assigned to your case and is doing some testing of the Replay file you shared. I'll follow along in your case as well.
Hi,
I have the same problem as well... hope we can have an indication on what could be the probable issue.
Thanks!
Hi,
Have just submitted a support case (#00384591myself with the same issue. Thought it was just me using the software in an unorthodox way.
Will be great to learn about the solution to this problem.
Thanks,
Kerstin
Hi Keith and Kerstin,
I checked in on Travis's case, and wanted to share a few troubleshooting steps and questions to help us determine what's occurring:
1. What internet browser was he recording in? It seemed to be specific to him in IE, but we're not yet sure which version of IE. Also please let us know what Windows operating system you're using.
2. Also, Replay requires Video hardware acceleration to record and publish correctly as described here.
3. Have you already conducted the repair?
Kerstin, I'll also follow along in your case to be able to update the thread.
I'm using IE11 on a Windows 8.1 machine. The issue is not isolated to IE. I get the same results recording my Chrome browser and just my full window (opening smaller programs on the desktop like calculator and the command prompt window).
Just for grins, I have attached pictures of my DirectX Diagnostics results for both of my displays. As you can see everything is in fine working order.
Thanks Travis and I see you also shared that info with Jayem, so I'll continue to follow along in your case and Kerstin's.
Any updates on this issue? We're having the same problem.
Hi Zdravko,
It looks like in Kerstin's case a simple reboot resolved the problem.
For Travis, it appeared he was recording at full screen - which is an issue we reported to our QA team for additional review. Are you recording at full screen as well? If so, please try recording at a smaller size.
Hi Ashley,
Unfortunately I can't re-record because what we were recording has been dismantled :(
We submitted a case (00426101) and you guys could get it to publish no problem but we can't/ Everything we try results in a black screen.
Hi Zdravko,
Thanks - I see you're working with Vevette, and it may be best to continue working through it with her so that she can take a deeper look at the behavior.
I have had this same issue with Storyline. It records a black screen. I have had it record successfully in the past so I am unsure what changed. When I record Replay it appears to be fine and then again black when I bring it into Storyline.
Hi Sue,
What you're describing sounds a bit different than the issue here - and I'd like to have you start with the repair of Storyline. Repair instructions can be found here for Storyline 1 and here for Storyline 2.
I'm seeing the same issue here. I'm just starting the troubleshooting. It works on my laptop, but not my desktop. I'll let you know any progress I make, but was there any resolution to this issue?
Looks like anything over 1192x948 publishes to black screen on that machine. On my laptop I can record full screen on my 1680x1050 monitor and publish without any problems.
HI Doug,
Yes, this sounds like the issue we've reported to our QA team where recording at full screen on a high resolution monitor causes the content to not publish correctly. Our team is looking into this, but in the meantime you'll want to record at a smaller screen size - or using your laptop record at full screen.
Hi,
Is there any more news on this? I have two Replay files that are not recorded at full screen and publish fine until I add bottom thirds and Publish again - then they turn black. I can hear sound, but none of the screen sharing is visible. I need the bottom thirds and prefer not to ask my subject matter expert to re-record when I don't know that we won't encounter this issue again.
Hi Stephanie,
What's the overall size you're recording at? It seems to be mostly connected to full screen recording, but also dependent on the overall screen resolution. For example, I know once user mentioned that changing the screen resolution from 1280x1024 to 1024x768 made the full screen recording work just fine.
This issue is still with our QA team for investigate, so I don't have any additional information but ifyou'd like to share the .replay file with us, we're happy to take a look and share with them as another example.
I've been having this same problem lately. In my experience however, it is not linked to screen resolution or full screen capture. I have a full screen articulate capture that publishes fine on one of my laptop but black if I publish it using my other laptop. The only difference between the 2 is that the one that works uses intel integrated graphics and the other one uses intel integrated graphics + Nvidia
After experimenting with my display driver settings, it appears that the work around for those who might have this combination of display drivers is to:
1. Go to Nvidia Control Panel
2. Under Program Settings
3. Select a Program to customize: Choose Velvet Assassin (Replay.exe)
4, Change the select the preferred graphics processor for this program to integrated graphics instead of Nvidia.
5. Click Add and then close.
This did the trick for me. It might be worth the try.
Thanks so much for sharing Janil :) Glad you were able to get that figured out.
Is there any further news on this? I just got Replay today, and I am not able to record at full-screen either. I can record at other sizes, however.
Hi Courtney,
Unfortunately I don't have any other updates to share. If you're able to record at other screen sizes, I'd recommend using that going forward and perhaps adjusting it to a custom size just below the full screen size so that you're able to capture as much as possible. I'd look at adjusting it with the sizing handles:
Hope that helps in the meantime and once we do have information to share we'll update this thread so as long as you're subscribed you'll receive an email notification.
What about with other videos? I imported an avi file into replay and published it to an MP4, and it has the same effect. Some videos publish fine, but i have one that is publishing black. I can still hear the audio though.
Hi Courtney,
I haven't seen this with inserted videos, but I wonder if you're inserting them at the same size as a full screen recording, perhaps that is where the issue is occuring? Are you able to share a copy of the video file here so that we could take a look at it as well? If you'd prefer to share privately you can send along to our team here.
I would like to send the video, but it contains proprietary data. What do you mean by inserting them into replay as a full size recording?
Sure Courtney - use the link I shared above to send along to our team and we'll take a look.
I meant if you were inserting videos into a Replay project that you'd also done recordings at full screen, as I mentioned that is known to cause issues with how the content displays when published and perhaps it's an issue with the inserted videos as well.
This discussion is closed. You can start a new discussion or contact Articulate Support.