Did a video last week with audio, images, and screen-capture last week without a problem. Today, I created a similar one and all that I get is audio, not video. The screen is blank. The *only* difference is that I imported a pre-exisitng mp4 for the video portion (the video had audio embedded), but I was hoping that wouldn't be the reason why we had a problem
same problem as the others, when i try to publish my video all i get to see is the audio. I tried everything suggested in the support page, and it didn't fix it. My ticket number is 00395573
I recently discovered that if I dont record "full screen" but instead record a size just short of full screen, the video recording works. Give it a try and let me know.
I saw that Rowie assisted you with your support case and was able to view the published output you shared. Rowie also send along some additional troubleshooting suggestions, so feel free to let Rowie know or us here if you're still having difficulty after following the steps shared.
I looked back at Shannon's case to confirm, and the information provided to her by Karla that I shared here on November 4 was the last communication about this issue.
I also see that you're working on a case with Regil, and he last shared on April 16th:
I have already passed this case to our Quality Assurance team so they can investigate. I cannot offer any time frame when this can be solved. However I will update you immediately if I get a response from our QA team.
As it looks like your issue was a bit different than Shannon's.
I'm wondering if anyone has found a "fix" for the video not working. I edited a video this morning, it is saved in the mp4 format however when I try and insert it into my training, all I get is a black box! And it won't play. It does play just fine in the Replay.
Have you already tried the troubleshooting steps previously mentioned in this thread? Some of the issues were user specific, although the last post here by Gordon has been reported to our QA team. I would be happy add your information to that report, and can you confirmed that you've gone through the through the other troubleshooting steps (reinstall, check for video hardware acceleration, etc.)?
37 Replies
Awesome! I'll have to keep you in mind for any future gremlin needs
Glad to hear that you are up and working again. Thanks for the update!
I am also having the same issue and unfortunately none of the fixes worked. I submittted case # 00382129
Hi Gordon! Thanks for sharing your case number and I see that Regil is working with you. I will follow along as well.
same problem as the others, when i try to publish my video all i get to see is the audio. I tried everything suggested in the support page, and it didn't fix it. My ticket number is 00395573
Hi Melanie,
I recently discovered that if I dont record "full screen" but instead record a size just short of full screen, the video recording works. Give it a try and let me know.
Hi Melanie and welcome to Heroes!
I saw that Rowie assisted you with your support case and was able to view the published output you shared. Rowie also send along some additional troubleshooting suggestions, so feel free to let Rowie know or us here if you're still having difficulty after following the steps shared.
Hi Shannon,
It would be great if you share some of the tips that Rowie provided. It may help resolve some of my issues as well.
HI Gordon,
I looked back at Shannon's case to confirm, and the information provided to her by Karla that I shared here on November 4 was the last communication about this issue.
I also see that you're working on a case with Regil, and he last shared on April 16th:
I have already passed this case to our Quality Assurance team so they can investigate. I cannot offer any time frame when this can be solved. However I will update you immediately if I get a response from our QA team.
As it looks like your issue was a bit different than Shannon's.
I'm wondering if anyone has found a "fix" for the video not working. I edited a video this morning, it is saved in the mp4 format however when I try and insert it into my training, all I get is a black box! And it won't play. It does play just fine in the Replay.
Hi Kathi,
Have you already tried the troubleshooting steps previously mentioned in this thread? Some of the issues were user specific, although the last post here by Gordon has been reported to our QA team. I would be happy add your information to that report, and can you confirmed that you've gone through the through the other troubleshooting steps (reinstall, check for video hardware acceleration, etc.)?
I have the same issue and generated a support case to resolve.
Thanks, Tess and it looks like you're working with Renato. I'll follow along in your case to share any updates here.
This discussion is closed. You can start a new discussion or contact Articulate Support.