One of my employees recorded a Replay 360 file where parts of the video are blank/black but then later in the file the video and audio appear. Any idea why this would happen?
Thanks for letting me know what you already tried, Alejandro, and sorry this is still giving you headaches. At this point, I would recommend reaching out to our Support Engineers so they can work with you one-on-one to nail down why this is happening. They're rockstars, and you'll be in good hands!
I took a peek into Alejandro's case, and it looks like the issue was related to the virtual machine he was running for Windows.
Give the troubleshooting steps I recommended for Sheldon a try, and if you're still having problems, reach out to us here. The team is available 24/7 to assist!
I'm currently working directly on this PC, so I'm not sure if that's causing the problem in my case. I tried your suggestions above, and uninstalling and reinstalling has it working again so far for me.
Unfortunately, it kept happening, so I created a support ticket. In the meantime, I figured out that it was happening when I would record a take, mess up, hit the trashcan icon, then record a new take and click Done. When that take appears in Replay 360, it was black and silent for me. Now I hit cancel whenever I mess up, go back to Replay 360, and click record again. Slower, but works.
Thanks for letting us know you opened a case, Chelsea. It looks like Renato logged this as a software bug in Replay 360, and he tagged this thread to be updated as soon as we get more information. We'll share as much as we can, as soon as we can!
I'm attempting to record my screen and when I'm recording it seems to work fine but when I hit "done", I go to review what I recorded and it's just a black screen. Any ideas on why or how to fix this?
Hmm, that's odd. Is it possible that you’re working from somewhere other than your local C: drive? Working from a network drive or a USB drive can cause a few different problems, and you can read more about that here.
If you're already working locally, try a repair of Replay. Here are the repair steps for Replay 1 and Replay 360. Let me know if that helps!
Hi everyone, as i see, this is an old problem but im new right now and im learning how to use the Articulate tools, so... yeah Im having a problem publishing my edited videos with Replay 360, once I finish my "Test video" and published locally (C: and D: disks, i tested in both) and uploaded to Review 360, all cases i just see a black screen in my video with the music I used. Tried all the posibles solutions in this trend with no luck, even tried to publish a video whit just one static image (jpeg) to discard that Im using a no compatible mp4, but the same result, a black screen with sound
16 Replies
Hi Sheldon,
A few troubleshooting steps that you may want to check if Replay is not behaving as expected:
Hi Alyssa,
I have the same problem and I tested everything you have recommended and I get the same result every time. Do you have any other recommendation?
Thanks.
Thanks for letting me know what you already tried, Alejandro, and sorry this is still giving you headaches. At this point, I would recommend reaching out to our Support Engineers so they can work with you one-on-one to nail down why this is happening. They're rockstars, and you'll be in good hands!
Did you find a solution that worked for you? I'm getting black screens as well when recording
HI Sheldon, did you find a solution?
Hi Chelsea,
I took a peek into Alejandro's case, and it looks like the issue was related to the virtual machine he was running for Windows.
Give the troubleshooting steps I recommended for Sheldon a try, and if you're still having problems, reach out to us here. The team is available 24/7 to assist!
Wow, thanks for the quick reply Alyssa!
I'm currently working directly on this PC, so I'm not sure if that's causing the problem in my case. I tried your suggestions above, and uninstalling and reinstalling has it working again so far for me.
Great to hear! If you start seeing the problem again, give us a shout here. We'll get it straightened out!
I disabled 3D acceleration in VMWare Fusion. Even thought the guideline recommends to keep it enabled, I just disabled it and works for me.
Thanks.
Thanks for sharing that tip, Alejandro!
Unfortunately, it kept happening, so I created a support ticket. In the meantime, I figured out that it was happening when I would record a take, mess up, hit the trashcan icon, then record a new take and click Done. When that take appears in Replay 360, it was black and silent for me. Now I hit cancel whenever I mess up, go back to Replay 360, and click record again. Slower, but works.
Thanks for letting us know you opened a case, Chelsea. It looks like Renato logged this as a software bug in Replay 360, and he tagged this thread to be updated as soon as we get more information. We'll share as much as we can, as soon as we can!
Hi Alyssa,
I'm attempting to record my screen and when I'm recording it seems to work fine but when I hit "done", I go to review what I recorded and it's just a black screen. Any ideas on why or how to fix this?
Hi there!
Hmm, that's odd. Is it possible that you’re working from somewhere other than your local C: drive? Working from a network drive or a USB drive can cause a few different problems, and you can read more about that here.
If you're already working locally, try a repair of Replay. Here are the repair steps for Replay 1 and Replay 360. Let me know if that helps!
Hi everyone, as i see, this is an old problem but im new right now and im learning how to use the Articulate tools, so... yeah Im having a problem publishing my edited videos with Replay 360, once I finish my "Test video" and published locally (C: and D: disks, i tested in both) and uploaded to Review 360, all cases i just see a black screen in my video with the music I used.
Tried all the posibles solutions in this trend with no luck, even tried to publish a video whit just one static image (jpeg) to discard that Im using a no compatible mp4, but the same result, a black screen with sound
Hi Joel, and welcome to the E-Learning Heroes community! ✨
I apologize for the issues you are having with your video in Replay 360, and thank you for sharing the troubleshooting steps you have tried.
To be clear: have you also attempted a repair of Replay 360?
If the repair doesn't help, feel free to open a support case with us so we can investigate further.