Android SDK - Uploaded videos to Intercom chat lose audio during processing

Question

Hello Intercom team,I’m reaching out regarding an issue where videos uploaded to chat lose their audio during processing. The preview of the video shows sound, but once uploaded, the audio is missing. The issue occurs consistently, regardless of the video source (recorded directly or uploaded from the gallery).Could you please help us investigate if this is a known issue or if there’s something we’re missing? Any guidance or steps to resolve this would be greatly appreciated.Thank you in advance for your support!

Jacques Reynolds · Accepted Answer

Hey ​@JuanFraga👋 Jacques here from Intercom Support. I hope all is well today!The best first step here would be to ensure that you have the most recentSDK version installed.Older versions might not support audio in videos properly causing the issue.If the issue occurs on our most recent SDK, then I would recommend reaching out to our Support Team with the URL to a conversation where this issue occurred. The team will be able to dig into your issue then.Hope this helps!

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