Hello Michael and Will - Thanks for sharing the details and the fact that you're not utilizing a virtual environment. That being said, I've not seen similar issues reported. Our support engineers have a process to check a few things to understand what may be going on and I would encourage you both to reach out here for assistance.
I'm having a similar audio issue recording a software demo. The audio seems fine until I start moving the mouse, then it cuts in and out- garbled is a great way to describe it. I'm also Windows 10 home, using a USB mic (AT-2020). The same setup records fine through another software program.
I'm going to submit a case, just wanted to chime in because I'm having the same problem.
Thanks for letting us know you opened a case, Lawrence. I can see you're working with my colleague Wilbert (01048932), so I'll follow along with the case and share an update here once we find a solution. :)
Hi there James, can you tell us more about your set-up? We have found issues with skipping audio when Peek is used on VMWare or Parallels. If your system meets the requirements for Windows or Mac, we'll want to take a closer look.
Just a normal Windows laptop, with a normal wifi connection. I've had to resort to using a Dictaphone to get the audio recorded. After convincing stakeholders 360 was our 'all-in-one' fix for our design needs, it's a bit embarrassing getting the 1990's voice recorder out. Not great.
I'm sorry you've had such an aggravating time recording audio in Rise, and we can help. Please click here to give us the details about your system, and our Support Engineers will work with you one-on-one to get this sorted out.
Peek worked fine for my first screen recording, immediately after, without shutting down or logging off, the second recording was completely un-useable.
I see you were already working in a case with Bret (01024978), and I'll let him know you're still getting stuck. Thanks so much for coming back to give us an update.
The result of my support case on this issue was to stop using Peek and use Replay instead because a quick fix wasn't possible. It's not as light a program, but it can do the same screen recordings, and it didn't have any audio problems for me.
Hey Michael - one clarification here. Replay outputs an industry standard MP4 file that you can use virtually anywhere. Let us know if you have any trouble with seeing that and we'll help you right away.
I'd love to help figure out what's causing the slow publish. I went ahead and started a support case for you - they'll reach out with directions on how to upload your .replay file so that we can give it a test!
76 Replies
Hello Michael - Could you tell us a bit about your environment, such as are you working within a virtual machine, what OS, etc?
Both systems are Windows 10 Home, using perfectly fine headsets, not within
any virtual environment
I had the same issue on a Windows 7 laptop today.
Hello Michael and Will - Thanks for sharing the details and the fact that you're not utilizing a virtual environment. That being said, I've not seen similar issues reported. Our support engineers have a process to check a few things to understand what may be going on and I would encourage you both to reach out here for assistance.
This has still not been remedied.....
I see where you did reach out to our support engineers Michael (01024978) and that you are working with Bret. I'll be sure to follow along as well.
I'm having a similar audio issue recording a software demo. The audio seems fine until I start moving the mouse, then it cuts in and out- garbled is a great way to describe it. I'm also Windows 10 home, using a USB mic (AT-2020). The same setup records fine through another software program.
I'm going to submit a case, just wanted to chime in because I'm having the same problem.
Thanks for letting us know you opened a case, Lawrence. I can see you're working with my colleague Wilbert (01048932), so I'll follow along with the case and share an update here once we find a solution. :)
Same issue here. Had to get my clients to re-attend twice to re-record and it is still awful. Has there been a fix for this yet??
Hi there James, can you tell us more about your set-up? We have found issues with skipping audio when Peek is used on VMWare or Parallels. If your system meets the requirements for Windows or Mac, we'll want to take a closer look.
We're now on our 6th different PC having the same issue
Hi Alyssa,
Just a normal Windows laptop, with a normal wifi connection. I've had to resort to using a Dictaphone to get the audio recorded. After convincing stakeholders 360 was our 'all-in-one' fix for our design needs, it's a bit embarrassing getting the 1990's voice recorder out. Not great.
Hi James,
I'm sorry you've had such an aggravating time recording audio in Rise, and we can help. Please click here to give us the details about your system, and our Support Engineers will work with you one-on-one to get this sorted out.
Could it be a conflict with some other software? e.g. we use Sophos Anti-virus.
It's in Peek, I guess you just made a typo..
Peek worked fine for my first screen recording, immediately after, without shutting down or logging off, the second recording was completely un-useable.
Hi Michael,
I see you were already working in a case with Bret (01024978), and I'll let him know you're still getting stuck. Thanks so much for coming back to give us an update.
The result of my support case on this issue was to stop using Peek and use Replay instead because a quick fix wasn't possible. It's not as light a program, but it can do the same screen recordings, and it didn't have any audio problems for me.
Replay isn't a good fit for us, as it doesn't allow you to export the captured video as a non-story file. But Replay captures everything perfectly.
Hey Michael - one clarification here. Replay outputs an industry standard MP4 file that you can use virtually anywhere. Let us know if you have any trouble with seeing that and we'll help you right away.
Hi Michael - I emailed you with further information on Replay, as well as a couple requests to help us troubleshoot this.
Hey Lawrence - I've also emailed you via your previously reported case regarding this issue.
Thanks for getting back to me. Replay only seems to allow me to save in .replay format once ive finished recording, though
You'll need to publish, Michael. See here.
Thanks! Bit confusing, but also a bit slow for our needs.. Ends up taking about a minute per minute of video to "publish" as an MP4
Hi Michael,
I'd love to help figure out what's causing the slow publish. I went ahead and started a support case for you - they'll reach out with directions on how to upload your .replay file so that we can give it a test!