Sound disappears in my Replay videos

Hi Rachel,

Uh-oh, let's get this straightened out. Can you help me with a few questions?

• What version of Replay are you using?
• Is the Replay file saved on your local C: drive?
• Are you seeing this happen while you're working in the project file, or after it was published to MP4?

Hi, Alyssa,

I'm using Replay 1.

It is saved to my local C drive.

The video is an MP4, and plays fine on its own. The audio doesn't work in Replay. I haven't tried publishing the Replay file, since I couldn't get it to work in Replay in the first place.

I also submitted a case to Articulate Support this morning, and am waiting to hear back from them.

Ah, ok! Thanks for letting me know you opened a case (01078298)--I see you shared some files there. Our Support team will be in touch soon!

This is happening to me as well.  I am using replay 360.  I pull in an MP4, I can hear sound, delete a section right at the beginning, add and conclusion file at then end and publish to another MP4 and there is no sound.

Hi Stephen,

Thanks for letting us know what's going on. We're testing Rachel's Replay 1 file now, but I'd be interested to take a peek at your file since you're using Replay 360. Can you send us a copy of the file here? 

Hi - I am experiencing the same - I'm using Replay 360. I find if I toggle with the audio settings - moving between Automatic and Manual is sometimes makes the audio 'appear' but this is not every time and it really frustrating. Does it matter is the section is highlighted or not? I am using both A and B tracks and it will sometimes play on A but then when it switches to B the sound doesn't come through.

Any assistance would be greatly appreciated

Hi Kerry,

I looked at Rachel's case and our Support team wasn't able to see the same issue testing her files and some other files. They did recommend using Handbrake to help ensure the files had the right encoding (here's a tutorial on how to use Handbrake). 

I'd be happy to give your file a test too - can you share it here using the "Add Attachment" button. 

I was experiencing similar sound issues with Replay 360 and found that if I saved the file locally and then reopened it in Replay, the sound would work. Somewhat of a nuisance but that worked for me. 

Good day. I see that many of these comments about sound not playing the second time around on an imported video to Articulate Replay are from a while ago. It doesn't work for me either...was there a solution or work-around that allows sound in a video to play? It's on my local drive already. First time I import it, it plays just fine but never again.

thank you

So sorry you've hit this oddity, Pat!

Ensuring the file is saved on a local drive and using Handbrake to guarantee the file has the right encoding are the solutions I see at this time.

Since you're already working locally, we'd love to lend a hand and troubleshoot further! Would you be willing to share an affected file with us? You can send it privately by using this upload link. We'll delete it after a thorough look!