Replay 360 Not Downloading Audio

Hi, Robert.

Thank you for reaching out, and I'm happy to help you troubleshoot this issue!

Is this only happening with a specific video, or is the audio missing from every file you try to open with Replay 360? 

If this is only happening with a specific video/project, can you share it through a support case so we can investigate?

Another option is to re-encode the video using a third-party tool, HandBrake, to see if the issue could be related to the original mp4 file.

Let me know if this works!

I am having the same problem! Yesterday and today I get the same result. I can hear the Audio on the source MP4 file, but when I load it to Replay it shows Audio Loading for a very long time and when it stops, there is not audio.  I have also attempted to upload other MP4s and I am having the same result - so it is not isolated to a single Mp4 file. 

Hi Erin, 

Since all videos are affected, try adding Articulate's endpoints to your network's allowlist to see if this helps address the issue. You may need help. from your network admin to complete this step: 

• Articulate 360 Network Endpoints

If the issue persists, reach out to our support team by opening a case here and we'll take a closer look at what's going on. 

I had this same issue and Support directed me to this article - Storyline and Studio: What to Do When a Video Won't Play Until It Fully Downloads

Hi, Emily.

Thank you for sharing the article our support team sent you! 

I just wanted to link it here for anyone who might find it helpful:

• Storyline and Studio: What to Do When a Video Won't Play Until It Fully Downloads