Screen is blank but audio works after loading video for editing

Feb 10, 2016


I am attempting to edit a GoTo Meeting recording in Articulate Replay.  When I open the MPEG-4 Movie into Replay as a new project, I can hear all of the sound but the screen is blank.  When I open the movie separately, the images appear on the screen.  The file is 131 MB.  Why is the image portion of the video not appearing?

3 Replies
Crystal Horn

Hi Candice!  Our team was able to reproduce the issue of a GoTo Meeting .mp4 recording showing a blank screen in Replay.  We were able to resolve it by converting the recording within the GoTo program to either .wmv format on a PC or .mov format on a Mac, and then bring that resulting file into Replay.

Let me know if that works for you!

Crystal Horn

Candice, do you have a folder called "Originals," as described here in the Citrix article detailing where recordings are stored?

Also, in this article on converting recordings, under the heading Convert a recording, you'll see:
"Note: If you do not see the session recording you are looking for, simply locate it on your computer and move it to the specified Recordings folder. It will then automatically appear in the "Recordings you need to convert" section."

That should allow you to convert the file again into the .wmv format.

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