Do you have a copy of the original video with the video playing as intended? I only hear the audio in this clip and do not see a video. If you could share the original video, I can test it on my end in Replay.
Attached is the original video file. I have been having a lot of issues with Replay lately. I will screen record, but there is no audio or it is extremely low volume, and then projects like this with no video.
Thanks for sharing your project! I am noticing both the video and audio are playing in this project. Are you finding this occurs within Replay or specifically in the published output?
Hi, any update? I have multiple mp4 files that play normally in windows player, but only have audio and no video when uploaded to Replay. I've tried most steps found online but nothing has worked. Any help is appreciated.
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.
I had the same thing happen to me today with two videos. They looked fine in replay, I published them and included the videos in a Rise course - and there is no video, only audio.
I see that you’ve reached out to our Support Engineers and are working with my teammate, Rowie. You’re in great hands! We’ll continue the conversation in your support case.
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!
14 Replies
Hi Paul, thanks for sharing your mp4 with us!
Do you have a copy of the original video with the video playing as intended? I only hear the audio in this clip and do not see a video. If you could share the original video, I can test it on my end in Replay.
Attached is the original video file. I have been having a lot of issues with Replay lately. I will screen record, but there is no audio or it is extremely low volume, and then projects like this with no video.
Hello Paul!
Thanks for sharing your project! I am noticing both the video and audio are playing in this project. Are you finding this occurs within Replay or specifically in the published output?
Specifically in the published output.
Hi, Paul.
Thank you for the additional details!
I went ahead and opened a support case on your behalf so we can investigate this further. You should hear from our team soon, via e-mail.
I just asked this same question. Was there a fix to this?
Hi David,
I saw you asked about this in another post. I've replied to your question here!
Hi Kelly, thank you have submitted the information privately. Hopefully get a fix :)
Hi, any update? I have multiple mp4 files that play normally in windows player, but only have audio and no video when uploaded to Replay. I've tried most steps found online but nothing has worked. Any help is appreciated.
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.
I had the same thing happen to me today with two videos. They looked fine in replay, I published them and included the videos in a Rise course - and there is no video, only audio.
Hi Karen,
I see that you’ve reached out to our Support Engineers and are working with my teammate, Rowie. You’re in great hands! We’ll continue the conversation in your support case.
I have same issue MP4 videos that play fine in Windows and VLC is identified as AUDIO onli in Replay. Do you have a solution for this issue?
Hello,
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!