Shutting down and audio skipping

Hello,

Are there any known issues with Replay where the program shuts down while in the middle of a project?  I'm using the software for the first time today and on several occasions the software has completely closed out after hitting the Esc key to finish recording or attempting to publish a completed recording.

I'm also noticing a great deal of skipping in the audio while in preview.  Unfortunately, because the program won't let me publish any files I've actually been able to successfully record, I can't test it to see if this only happens while in preview.

35 Replies
Art Lader

For your reference, here are your case details: 

Case Number: 00408798 
Reference ID: ref:_00D30Txo._50040bJToL:ref 
Case Details: Audio is choppy or contains clicks/pops. This happens only in Replay. This happens when using three different microphones. This does not happen when I record using another application and import the audio.

PRODUCT: Articulate Replay
PLATFORM: Mozilla/5.0 (Windows NT 6.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/34.0.1847.131 Safari/537.36 

We'll be in touch soon. 

Justin Wilcox

Justin Wilcox

Director of Customer Support

Art Lader

Sigh...

Hi Art, 

I'm sorry to hear that you are still encountering the issue with Articulate Replay. As mentioned previously, we have found some errors in the log files you provided that suggests that there may be a problem with your installation of Windows. 

Unfortunately, since we have already exhausted all other possibilities, we can only recommend a clean reinstall of Windows in order to resolve the issue with audio recording in Articulate Replay. 

If applicable, please seek assistance from your IT department for this. 

Just reply to this email if you need more help. 

Regards, 

John Say
Ashley Terwilliger

Hi Art,

I just had checked in on your case this AM after being off for the 4th of July holiday, and was going to share John's response here. Since he saw errors within the logs themselves that didn't have to do with Replay, but with Windows - and we've exhausted all other possibilities, we'd suggest seeing if you can work with your IT team regarding the Windows installation. 

Please feel free to keep us posted here or in your case with John regarding any additional information you're able to find with your IT team. 

Angela St. Pierre

Hello there,

Like Art, I followed the steps to do the repair and unfortunately I'm still having issues. As soon as I clicked the Record button to begin my screen record the 3-2-1 countdown started but Replay immediately shut down and nothing was captured or recorded.

I have to say I'm pretty bummed and was really looking foward to using this tool.

Art Lader

Thanks for following up, Ashley.

As I indicated, only Replay has this problem on my computer. No other application is recording choppy audio with clicking/popping. For this reason, I simply do not believe that Windows is the issue.

I cannot really spend more time on this, so I am simply going to use Captivate.

FWIW, I do still think Articulate Studio is wonderful and am a big fan of Articulate.

I just wish I could use Replay.

Regards,

Art

Ashley Terwilliger

Hi Art,

I certainly understand - and I wish I had another solution to offer you. But based on what our Support team saw in the event logs, the suggested solution is to check into the Windows installation. I'm glad you're able to use another tool at your disposal and continue to enjoy using other Articulate products. If you need any additional help, just let us know.

Hi Angela,

The last suggestion made to Art was in regards to checking into his installation of Windows. Are you able to connect with your IT team to see if they'd be able to assist with that?