If you are experiencing audio issues during playback, there are a few steps to take to identify the cause of the problem before contacting support. As with all support issues, the more information you can provide to the support desk, the greater the chances of a successful resolution.

Troubleshooting steps you can take

The first step in troubleshooting is to eliminate the obvious:

1. Is the mute button in the player turned on or is the sound turned down the whole way in the player?

2. Is the computer audio turned off or is the sound turned down the whole way on the computer?

3. Does your computer have working audio for other things (i.e. alerts, playing music, etc.)?

If No, then the next step is to whether this issue is related to the browser.

4. What browser are you using (Save this info for support engineers)? Can you play the video in another browser and test the audio there? If you can play the video with audio in another browser, then the temporary solution is to use another browser.

5. Open a support ticket and send Ravnur the video URL and the browser/OS where you are experiencing the issue. We'll test the video in the same browser/OS combination, and if we cannot reproduce the problem, then it most likely is a local machine related issue and needs to be sent to your technical support desk.