[ARCHIVED] Canvas Studio Video (Screen Capture) Recording - No Sound

[ebeski]

I recorded a screen capture video using Canvas studio. However, once it was uploaded, the sound is missing.

I've recorded multiple screen capture videos and the sound on those works fine (except sometimes the mic will stop working mid-video and I get a notification letting me know).

This time there was no notification and I believe the mic was working fine (green lighting up signal). I've tried downloading the video, playing it from a course page, and playing it from the studio page, all with no luck. 

Has anyone had this issue happen before? If so, is there a way to recover the audio from the file?

Thank you in advance!

[Chris_Hofer · Accepted solution]

Hello there, @ebeski ...

I wonder if you just need to let your video in Studio process a bit longer.  Last month I was chatting with another Community user about a different Studio topic, and he received the following information from Canvas Support: Re: Strangely inflating file sizes for Canvas Stud... - Canvas Community.  I wonder if your video just needs more time to transcode before you can hear the audio?  Maybe check back later tonight or in the morning to see if the overall quality of the video has improved...including hearing the audio.

[kashbey]

This is not a processing problem. The videos I recorded yesterday had sound when I previewed them, now the sound is gone. If I download the mp4 and play the video, the sound is fine. The sound is only gone in Studio, or when I embed a Studio file into a course. 

Please post a meaningful solution?

[Chris_Hofer]

Hello there, @kashbey ...

Have you tried using a different browser to see if you can hear the audio?  For example, if you are using Google Chrome, have you tried using Mozilla Firefox?  You also might want to try clearing your browser's history/cache.

• How do I clear my browser cache on a Mac?
• How do I clear my browser cache on a PC?

Beyond that, I would recommend that you reach out to the folks at the Canvas Help Desk.  Since we here in the Canvas Community do not have access to your school's Canvas environment or your course(s) in question, it's a little difficult to help troubleshoot why your audio wouldn't be working as expected.  You can contact Canvas Support by following the information in this Guide: How do I contact Canvas Support? - Instructure Community.

Once you hear back from the Support folks, please come back to this topic to let us know how this was resolved for you...thanks!

[John_Bradshaw]

I am having this same issue. Have you been able to find any resolution?

[MariahBirgen]

This is not a solution. Why is this even marked as solved?

[jamesandrew]

I had the same issue. I noticed when I requested captions on this video that did not seem to have audio that the captions were successfully generated, so that suggested to me that actually the audio was there.

Having figured that out, I realized that the Screen Recorder application had turned off my computer's audio output altogether. And sure enough, no sound was playing from anywhere. Once I was able to get the audio output set back to my MacBook speakers, I was able to also hear the audio in my video, which had been there all along.

I hope this helps.