Forum Discussion

ErikaKlein's avatar
ErikaKlein
Community Member
2 years ago

Videos uploading without video

When I download recording from Webex, they play for me, but the audio never loads in Replay.  I've been using handbrake to save re-encode the videos and it has worked until recently; now the videos from handbrake open normally for me, but when they're pulled into Replay, they only have audio.

I have been just putting the original video (no audio) in A and the handbrake version (no video) in B to edit both together, but I'd prefer to not have to go through so much trouble.  

Any suggestions of why both Audio and Video are not pulling into Replay correctly from handbrake-encoded videos (Mp4 or M4V)?

Thank you!

Replay 360
storyline 360
Studio 360
  • JohnMorgan-c50c's avatar
    JohnMorgan-c50c
    Former Staff
    2 years ago

    Hi Erika,

    Thanks for reaching out about this! I understand that you are having both video and audio issues when loading videos into Replay 360 that were re-encoded with Handbrake. I'd love to know more about your situation so we can figure this out together.

    • Are you working from a network drive? If so, I recommend saving your files on your local drive before creating, editing, and publishing them. This will help minimize any unexpected behavior.
    • Can you confirm the settings you are using in Handbrake? After importing your video file, check the summary settings and mark the Web Optimized box. You can leave all the other settings as they are.
    • Would you be willing to share your video files here or with our support engineers privately in a support case so we can troubleshoot the issue?

    I look forward to your response!

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