Replay Only Loads Audio of Large File, No Video

I recently tried to upload an hour long MP4 file into Replay. When it was complete only the audio came through, no video. Has anyone else encountered this? Why does this happen and how can I fix it/prevent it in the future?

It should be noted this was a WebEx recording that was converted to an MP4, and then attempted to load into Replay.

3 Replies
Christie Pollick

Hi, Sharon -- Thanks for reaching out here and so sorry to hear of your difficulties! Replay supports importing MP4 files, as you'll see here.  Have you tested with another MP4 file to see if it's one particular file or Replay as a whole? If it's happening with every MP4 file, I'd begin by conducting a repair of Replay, and if you're still having difficulty, please let us know and we'll see what more we can do to assist!

Christie Pollick

Hi, Sharon -- I appreciate your reply, and since the issue is isolated to one particular instance, perhaps you might want to try converting the original WebEx file once more to see if you find better luck? If you try that and issues persist, I'd recommend that your reach out to our Support Engineers here for additional technical insights.