Sound disappears in my Replay videos

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:

• Is this happening with any .MP4 file or a certain one? 
• Working on a shared drive can cause similar issues. Let's make sure that the media is stored on a local c: drive.
• I've attached a test .MP4 video below. Does the problem happen with this one? 

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: 

• Is the behavior happening with any MP4 files? How about the ones that you can insert from Content Library 360? 
• 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.

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!