14 Replies
Joe Tansengco

Hi Jeff, 

As a troubleshooting step, try re-encoding your videos using a video encode to see if this helps. One application that we can recommend using is Handbrake, which you can download here. Here's a helpful video that I found which explains how to use the tool to re-encode videos. 

If re-encoding your videos doesn't work, you can reach out to our support team by opening a case, and we'll take a closer look at your project files to figure out what's happening. 

Joe Tansengco


Sorry to hear that you ran into this issue. 

You can check out my response here which explains how you can troubleshoot video related issues using a tool called Handbrake. You can also try doing a repair of Replay 360 if a lot of your videos are experiencing this issue. Here's how: 

If these troubleshooting steps don't help, open a case with our support team here and share a copy of your video file so we can take a closer look at what's happening. We'll delete it when we're done testing!