No Audio on MP4 on Web Story

M4v seems to work

• This reply was modified 2 years, 9 months ago by skaboss241.

Now it’s only working for some videos….

Hi @skaboss241 thanks for getting in touch. I can see when viewing your story that some pages have working audio while others don’t. Are the pages with working audio M4v as you have mentioned above or MP4?

Could I also ask if you currently have the video optimization setting switched on? You can check this from Stories > Settings > Video Optimization.

If possible it would also be useful if you could provide some of the files that are currently not working so that we can test these ourselves. You can share these via a Google Drive link.

It would also be useful to get your Site Health Information privately via this form so that I can check everything looks okay from a setup perspective.

Originally they were all MP4. None worked. I then converted them to m4v and reupload. Two of those work the rest don’t. They are all m4v now.

Here’s one that the audio works on the story and one that doesn’t.

https://photos.app.goo.gl/hC4MPxUfatMrejFa6

Video optimization is on.

Google form submitted.

@skaboss241 Thank you for the files. While I do some testing on my side can I check if you have tried removing the non-working videos, saving your story and re-adding them back to the story and publishing once more? If not could you give this a try to see if it helps with any of the videos?

I have used different videos in multiple formats (.avi, .mp4, and .m4v) and published several times them with all the same result.

@skaboss241 thanks for confirming. It’s possible that there is some sort of plugin conflict happening here so could you please try following the steps in this troubleshooting guide to see if it highlights any plugins that could be causing this.

There is no troubleshooting option as shown in the guide you are referring to, only “Deactivate | Settings”.

@skaboss241 In order to get the Troubleshooting option under Web Stories, you’ll first need to install the Health Check & Troubleshooting plugin as noted here. Were you able to get that installed and activated first?

Got it. Ok, I was in troubleshooting mode and the problem persisted.

By adding it by a link that points to the url of the video in my media, it seems to work.

@skaboss241 Thanks for confirming this and glad you have found a solution to the problem. If you try creating a new story and uploading the media once more how you were previously doing it do you still get the same issue?

We will mark this topic as resolved. Please feel free to open a new support topic if you have any other questions. Thanks!