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?
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.
This is happening to me as well. I am using replay 360. I pull in an MP4, I can hear sound, delete a section right at the beginning, add and conclusion file at then end and publish to another MP4 and there is no sound.
Thanks for letting us know what's going on. We're testing Rachel's Replay 1 file now, but I'd be interested to take a peek at your file since you're using Replay 360. Can you send us a copy of the file here?
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.
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.
I was experiencing similar sound issues with Replay 360 and found that if I saved the file locally and then reopened it in Replay, the sound would work. Somewhat of a nuisance but that worked for me.
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.
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!
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Hi there, 3 years after this i am experiencing the same issue. I upload a mp4 video with sound in replay in order to do some editing and if i play the video i cannot hear the audio. if i publish in mp4 without any editting the result is working correctly. what can i do?
Hello. I too am having an issue with an MP4 file only showing video with no audio when uploaded to Replay 360. It plays video and audio when the file is opened outside of Replay. What is the solution to this?
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.
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!
21 Replies
Hi Rachel,
Uh-oh, let's get this straightened out. Can you help me with a few questions?
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.
Ah, ok! Thanks for letting me know you opened a case (01078298)--I see you shared some files there. Our Support team will be in touch soon!
This is happening to me as well. I am using replay 360. I pull in an MP4, I can hear sound, delete a section right at the beginning, add and conclusion file at then end and publish to another MP4 and there is no sound.
Hi Stephen,
Thanks for letting us know what's going on. We're testing Rachel's Replay 1 file now, but I'd be interested to take a peek at your file since you're using Replay 360. Can you send us a copy of the file here?
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
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.
I was experiencing similar sound issues with Replay 360 and found that if I saved the file locally and then reopened it in Replay, the sound would work. Somewhat of a nuisance but that worked for me.
Thanks for popping in with a solution, Victor! It's a good reminder that working with files locally is best practice.
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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
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!
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.
Pat
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Awesome, Pat. Glad it's working for you now.
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Hi there, 3 years after this i am experiencing the same issue. I upload a mp4 video with sound in replay in order to do some editing and if i play the video i cannot hear the audio. if i publish in mp4 without any editting the result is working correctly. what can i do?
Hi there, Belén!
I'm happy to jump in, and have a few basic questions that I don't want to miss:
Hi Katie, thanks for replying. I have opened a case for this #02452513.
FYI: It only happens with recordings in mp4 coming from Skype sessions that were recorded and were around 1h (42MB). The videos are stored locally.
Thanks for the update, Belén. I can see that Mark is working with you directly.
Hello. I too am having an issue with an MP4 file only showing video with no audio when uploaded to Replay 360. It plays video and audio when the file is opened outside of Replay. What is the solution to this?
Hi Alfred,
I'll be happy to assist!
I'd like to ask a few questions to help clarify your experience:
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.
I am facing the exact same issue
Please help
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!