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

  • March 12, 2025
  • 1 reply
  • 22 views
J

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!

Best answer by Jacques Reynolds

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!

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Jacques Reynolds
Intercom Team
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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!

Jacques Reynolds

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