When I import and MP4 only the sound loads. No video content

Jan 22, 2023

When importing MP4 Videos into replay no video is available it's blank. Only the sound shows up. When I tested the MP4 videos with other players No problem. Please see the screenshot. 

Any suggestions or ideas?



3 Replies
Luciana Piazza

Hi Gary, 

Thanks for reaching out! Sorry to hear you're having difficulty.

We have a known problem with videos with larger dimensions when paired with an image on the same track.

Could you please let me know the dimensions of your .mp4 video and if you have any images included to see if this is related to the known bug?

Thanks so much!

Joe Tansengco

Hello Gary,

Would you mind sharing a few of the affected videos by uploading them here or in private through a support case so we can take a look at what's happening? We'll delete them when we're done testing!

For your reference, I'm going to use a tool called Handbrake to re-encode your videos to see if this helps. 

Also, your contact information came through as well. This Peek video will show you how to edit it out if you’d like!