21 Replies
Christine Hendrickson

Hi Jose,

Sorry to hear about the trouble!

First, please make sure that you're working with local project files.

  • Work on your local drive (your C: drive). Working on a network drive or a USB drive can cause erratic behavior, including file corruption, loss of audio, and other unexpected behavior. 
  • You should also make sure the directory path to your project files and your published output is less than 260 characters (for example C:\Articulate).
  • Avoid using special characters, accents or symbols in your file names (this includes spaces and underscores).

Additional information regarding "Naming Files, Paths, and Namespaces" in Windows operating systems can be found in the following Microsoft article.

Please also:

If you've confirmed you're working locally, or if you move your project to your local hard drive and still have trouble, it might help to run a quick repair on the software:

Articulate Support - How to Repair Articulate Replay

If that doesn't solve the problem, please try following the troubleshooting steps outlined in this article:

Unexpected or Erratic Behavior in Articulate Replay

If you're still having difficulty, are you able to share your .replay file, so we can take a look at what's happening?

Best,

Christine

Andreas Geitner-Andersen

Hi there,

I have the exact same problem as Jose Colunga: when I open the published video, I only get the audio and the video part is not showing. I'm using Windows Media Player version 12.0.7601.17514. I can't update this as it is a coporate standard in our company.

I have tried the solution described above but it makes do difference - the MP4 still only plays the audio part.

Please help me!

Thanks

Andreas Geitner-Andersen

Hi Christine,

Thanks a lot!

Please find the file attached.

By the way: I've noticed that the published MP4 file properties does not show the height and width of the video - maybe that's a clue to what is going on. And another thing is that I've tried to record in 4:3 format and then the video runs fine! However, that does not help me as I need to record the full screen.

The testAEGA file is recorded full screen.

Thanks

Andreas

Christine Hendrickson

Hi Andreas,

Thanks very much for the file!

I took a look and the preview seems to function just fine. After publishing, however, I see the same results. 

I agree, I think this is related to the resolution of the original capture. I've done some looking around and I do see a current ticket open with our Quality Assurance team on this issue. It looks like they're currently investigating the issue. 

Before we determine that this is exactly the same issue, I need you to attempt a few testing steps on your end and share some information about your system if possible.

First, please make sure that you're working with local project files and please make sure that Replay is installed locally.

  • Work on your local drive (your C: drive). Working on a network drive or a USB drive can cause erratic behavior, including file corruption, loss of audio, and other unexpected behavior. 
  • You should also make sure the directory path to your project files and your published output is less than 260 characters (for example C:\Articulate).
  • Avoid using special characters, accents or symbols in your file names (this includes spaces and underscores).

Additional information regarding "Naming Files, Paths, and Namespaces" in Windows operating systems can be found in the following Microsoft article.

Please make sure you've installed the latest update, Update 1, for Replay:

Articulate Replay Update 1

If you still see the same thing, please run the repair on Replay:

Articulate Support - How to Repair Articulate Replay

If that doesn't solve the problem, please try following the troubleshooting steps outlined in this article:

Unexpected or Erratic Behavior in Articulate Replay

If the issue continues, please let me know what resolution you're recording and what resolution you have set for your desktop/machine. You mentioned that recording at 4:3 format seems to help, but please let me know specific resolutions for the machine settings so we can test the different sizes on our end as well.

Please also check your video drivers. Please visit your computer manufacturer's website, or go to Start > Control Panel > Windows Update on your computer to install the latest drivers. Then reboot your computer and test Replay again. If this doesn't resolve the issue, please let me know what video card you're using and the driver version, if possible.

Please also let me know what operating system you're running, and how much RAM you have on the machine.  

Any other information you could share would be helpful!

Thanks very much Andreas,

Christine

Andreas Geitner-Andersen

Hi Christine,

Thanks for helping me!

I have already ensured that the "standard tips" are OK.

Here is the other information you need:

The standarrd resolution setting for my screen is 1920x1200. If I record in full screen with this resolution the MP4 files only plays audio. If I adjust the resoltion to 1680x1050 and then record, I can play back the video just fine. It even plays back after I adjusted the screen resolution back to 1920x1200.

I'm running Windows 7 Enterprise with 4 gb RAM. I don't have access to see the video card/driver, but it is a Lenovo T430 with what I assume is a standard Intel video card.

Hope that helps

Br

Andreas

Christine Hendrickson

Hi Andreas,

Thanks very much for that information!

I'm afraid I'm not able to test with that resolution on my end (my max is currently 1920x1080). But that information is very helpful. 

I'm going to share this information in the current ticket for our Quality Assurance team to review and test. I'll also be sure to add this thread to the ticket, so I can share any updates with you here. 

I do apologize for the trouble, Andreas. Hopefully we'll have more information on this soon!

Best,

Christine

Chuck White

I have the same problem where the video capture works fine, replay fine, then when I publish the file the video disappears. This only appears to happen when making a full screen recording. I also have tried all the rebuilding, etc suggested and haven't been able to get this to work correctly. Note changing my screen resolution from 1280x1024 to 1024x768 made the full screen recording work just fine.

So to recap, partial windows work, full screen not unless the resolution of the screen is lowered.

Ashley Terwilliger-Pollard

Hi Chuck and welcome to Heroes!

I see that this issue is still with our QA team, but I'll add the additional size information you shared here with them as they continue to investigate the issue. Please make sure you're subscribed to the thread as when we have additional information to share we'll post it here in the forums.

Ashley Terwilliger-Pollard

Hi Andreas,

Our team is aware of this issue and all the impacted users in this thread. A few users have shared that recording at the full screen dimensions, especially on a high resolution monitor, has caused this issue and so recording at a smaller screen dimension allows the published output to showcase the video and audio as expected.

We'll continue to keep folks updated here about any additional information or updates from our QA team but I cannot offer a time frame in regards to the issue. 

Matt Lee

I figured out the problem I was able to render out a video when using one of my dual monitors at 1600x1200 resolution however if I try on my other monitor that only goes up to 1280x1024 it doesn't work. It has something to do with resolution of the monitor.

Sent from my iPhone

Matt Lee

Actually after doing some additional testing if I record at a lower resolution (1280x1024) all I get is a black screen. I can get the video to record correctly at either 1600x1200 or 800x600. I'm thinking it has something to do with the specific resolution of 1280x1024. Anyone else have this experience? I had the same experience on an older monitor and new high resolution one. In regards to above" you'll want to record at a lower resolution" I would suggest trying a test as well on a resolution setting of 1600x1200 instead of 800x600 if you can to have a higher quality video while they are fixing the bugs in the software. I was also able to capture full screen at 1600x1200 successfully.

Ashley Terwilliger-Pollard

Hi all,

I wanted to share an update here that Replay Update 3 has been released and includes a fix for the issue with recording at full screen and having the published output only include audio. You can view the release notes and download the update here. For any previous courses impacted you'll need to publish these using the latest update to have the changes take effect.