Replay - imported MP4 audio issue

Hi Jennie, and thanks for reaching out!

I'm happy to help you troubleshoot this issue, and would like to ask a few clarifying questions to start.

• Is this only happening with a specific video, or is the audio missing from every file you try to open with Replay 360? 
• If this is only happening with a specific video/project, can you share it through a support case so we can investigate? We'll delete it from our systems once troubleshooting is complete.
• Has the video been fully downloaded before you play it?

I hope this helps! If you have additional questions, please let me know!

Hi Kelly,

Thanks for getting back to me. I wondered if it was a problem with the particular MP4 I needed, so I tested with a different smaller file and there was no audio on that one either. 

Both were fully downloaded when I was testing too. It says 'loading audio' for a short while but then that goes away, and no audio appears.  I have attached the smaller MP4 with audio and the replay file of the same MP4 for you to review. 

Thanks!

Hello Jennie,

Thanks for sharing your project files! 

I re-encoded your video using a tool called Handbrake and this seems to have fixed the issue. I am now able to hear audio after adding your video to a Replay 360 project. I've attached the re-encoded video so you can check if you will also arrive at the same results. 

Here's a helpful video on how to use Handbrake to re-encode videos for your reference! 

Hello, 

I'm having the same issue with a downloaded MP4 from Webex. I'll attach the file here.

Kim

Hi Kim,

Thanks for reaching out!

I see that you’ve reached out to our Support Engineers and are working with my teammate, Lianne. You’re in great hands! We’ll continue the conversation in your support case.