Forum Discussion
Audio not recording or uploading
I've tried to record directly into Rise but using an external microphone. Every time I try to record audio - by pushing the start recording button - it works and I am able to "record" but then when I push pause or stop recording, it goes back to the original edit audio screen or comes up blank. As you can see the audio comes up as aN:aN as the time stamp.
I have tested the mic on a windows and mac computer, my company has whitelisted the website, we have tested on every browser, every USB plug... Rather than uploading external audio is there a fix to this that I am overlooking or missing?'
I tested it out again after restarting my computer and I was able to record but the audio started to skip. If I recorded 10 seconds, it would play over 1 minute of sound then play what I had recorded but be skipped in the audio. I closed out of the software and then it put me right back at square one when I tried it again and it gave me the blank screen.
Please help!
This is the link to the course. Please let me know if it works, or if we need to give you permissions: https://rise.articulate.com/author/iu-CZWqwXJKtmbRpj5bQiUqvknlPf8uE#/author/course
27 Replies
Hi Rachel! So sorry you've having trouble with recording audio. Does this problem happen no matter what web browser you use?
It looks like you sent us the Rise 360 authoring link, but we'll need the Share link to view the course. Would you mind sending us that Share link by clicking here? Then our Support Engineers can take a look!
I'm running into the same issue- Rachel, did you ever find a solution?
Hi there, Anne. I don't see a case from Rachel, but we're happy to give you a hand!
Hi Crystal, never mind! The issue was resolved when I logged out/back in.
That's good, Anne! Thanks for the update.
I'm having the same problem. Is there a resolution or any idea as to what browser it does work in?
Hello, Ashlie. There were some limitations with recording not working in older versions of Safari. Can you reach out here and let us know what browsers you've used and what you're seeing when you try to record? Sharing a Peek 360 screencast with us is a great idea, too. We'll be ready to dig in further!
I'm having a similar issue while using Chrome. I signed out and back in and was finally able to record something. Then I deleted the test recording and now can't record anything again. Nothing happens at all when I click on the "Start Recording" button.
Hi there, Alec. Let's test a couple things to see what's going on:
- Try refreshing the browser tab to see if you can record again.
- If you are continuing to get hung up, try opening an incognito window.
If you don't have issues while working incognito, I would be curious about any browser plugins or extensions that you have enabled. You can work with my team here so we can troubleshoot more thoroughly!
Same issue as above finally got it to record but no play back and time stamp is aN:aN?
Hi there, Jenny!
Sorry you're hitting this snag. What web browser are you using? Do you notice an improvement if you use a different web browser or try an incognito window?
I'm having the same issues: recordings not actually recording, and not actually being able to play back. I'm using chrome, logged in/out of Rise, still no luck with this.
Hi Christine!
Are you using your computer's internal microphone or an external microphone/headset?
Does it look like Rise 360 is trying to record the audio but is not picking up any sound?
I just noticed these replies and comments after mine above - I am using Chrome and my computer's internal mic. The problem is sporadic. Sometimes it works and sometimes it doesn't. I get that weird time stamp that Jenny mentioned. It might be that Rise is trying to "connect" in that moment and it's not connecting/uploading the audio for some reason? The mic and sound are working fine and it seems like it's recording but just not uploading. Also, it happens frequently enough to seem non-reliable.
We'd be happy to do some troubleshooting with you, Ashlie. Just start a case with us here!
