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

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 recent SDK 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!

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!

It sounds like the issue might be related to how the platform processes video files after upload. Since the preview keeps the audio but the final version loses it, the problem could be in encoding or compatibility. Some platforms, like Omegla, have faced similar issues with certain file formats. I recommend testing different formats (MP4, MOV) and checking audio codec support. Clearing cache or updating the app may also help.

Hello Intercom team,

I’m reaching out regarding an issue where videos uploaded to chat lose their audio during processing. The preview of the commercial painters edmonton 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!

It sounds like the issue might be related to how the platform processes video files after upload. Since the preview keeps the audio but the final version loses it, the problem could be in encoding or compatibility. Some platforms, like Omegla, have faced similar issues with certain file formats. I recommend testing different formats (MP4, MOV) and checking audio codec support. Clearing cache or updating the app may also help.

Hopefully, it will help you guys. 

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