Replay - imported MP4 audio issue

Dec 21, 2022

I'm trying to edit an MP4 video using Replay. The video is from a Webex recording. When I import the file, there is no audio imported even though the MP4 recording has audio. Is there something I'm doing wrong or is there a known issue?


5 Replies
Kelly Auner

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!

Jennie Bryant

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. 


Jose Tansengco

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!