Sound disappears in my Replay videos

May 23, 2017

Hi! I am currently editing a project in Replay. I import a .mp4 video, and the first time it plays, it's fine. The second time it plays, the sound is gone. The sound on my computer works for other projects, but the video loses sound. I've trimmed the video, and just left the video alone, and each time, when I go to replay the video in Replay, there's no sound the second go round. I've worked on projects in Replay in the past without this issue, so I have no idea what could be causing it to act up now. Any ideas?

Thank you!


21 Replies
Rachel Craig

Hi, Alyssa,

I'm using Replay 1.

It is saved to my local C drive.

The video is an MP4, and plays fine on its own. The audio doesn't work in Replay. I haven't tried publishing the Replay file, since I couldn't get it to work in Replay in the first place.

I also submitted a case to Articulate Support this morning, and am waiting to hear back from them.

Kerry Williams

Hi - I am experiencing the same - I'm using Replay 360. I find if I toggle with the audio settings - moving between Automatic and Manual is sometimes makes the audio 'appear' but this is not every time and it really frustrating. Does it matter is the section is highlighted or not? I am using both A and B tracks and it will sometimes play on A but then when it switches to B the sound doesn't come through.

Any assistance would be greatly appreciated



Ashley Terwilliger-Pollard

Hi Kerry,

I looked at Rachel's case and our Support team wasn't able to see the same issue testing her files and some other files. They did recommend using Handbrake to help ensure the files had the right encoding (here's a tutorial on how to use Handbrake). 

I'd be happy to give your file a test too - can you share it here using the "Add Attachment" button. 

Pat Walsh

Good day. I see that many of these comments about sound not playing the second time around on an imported video to Articulate Replay are from a while ago. It doesn't work for me either...was there a solution or work-around that allows sound in a video to play? It's on my local drive already. First time I import it, it plays just fine but never again.

thank you


Katie Riggio

So sorry you've hit this oddity, Pat!

Ensuring the file is saved on a local drive and using Handbrake to guarantee the file has the right encoding are the solutions I see at this time.

Since you're already working locally, we'd love to lend a hand and troubleshoot further! Would you be willing to share an affected file with us? You can send it privately by using this upload link. We'll delete it after a thorough look!

Pat Walsh

So, you're going to think I'm nuts, but it worked today when I tried it. Same video - magic!

Sorry to have bothered you. But thank you for your quick response. You folks always come to my rescue!

Enjoy your weekend.


Patricia Walsh
Assistant Vice President and Training and Development Manager


Phone: 508-568-3202
Toll Free: 800.641.1100
The Cooperative Bank of Cape Cod

Member FDIC. Member SIF. Equal Housing Lender

Email transmissions are not encrypted and therefore are not secure. The information in this document may contain confidential and/or privileged information and is intended solely for the use of the individual/entity named above. Any disclosure, copying, distribution or use of this information is strictly prohibited. If you have received this communication in error, please notify us at the above telephone number and delete this electronic message.

Katie Riggio

Hi there, Belén!

I'm happy to jump in, and have a few basic questions that I don't want to miss:

  • Is this happening with any .MP4 file or a certain one? 
  • Working on a shared drive can cause similar issues. Let's make sure that the media is stored on a local c: drive.
  • I've attached a test .MP4 video below. Does the problem happen with this one? 
Jose Tansengco

Hi Alfred, 

I'll be happy to assist! 

I'd like to ask a few questions to help clarify your experience: 

  • Is the behavior happening with any MP4 files? How about the ones that you can insert from Content Library 360
  • Are you able to replicate the behavior on any browser? 
  • Does your browser have any signs that the audio might be muted, similar to the icon shown here? 

If only one file is affected, would you be willing to upload a copy of it here or in private by opening a support case so we can try to re-encode it using a tool called Handbrake? This will help us determine if the encoding of the video is the cause of the issue.

Kelly Auner

Hi Pooja,

Thanks for reaching out!

I'm sorry to hear that you're experiencing this issue but I'm happy to help! First, I'd like to ask if you've tried the troubleshooting sets my teammate, Joe, suggested above.

Additionally, if you're comfortable sharing your file with us, we'd be happy to test it on our end. You can upload it here or share it privately in a support case. We'll delete it from our systems once troubleshooting is complete!