This article will go through how to troubleshoot if your MP4 video is not playing footage, only audio, on your screen.
1. Please try deleting the video and upload it again into your Media Library. You can do this by hovering over the three-horizontal dotted menu button and selecting this to reveal the "Delete" option.
2. Once deleted, click on "Upload" and select the MP4 video from your computer and/or third-party service.
Usually, this helps fix the issue, if not please send us the original video at firstname.lastname@example.org so we can test uploading it. Also, let us know your account details so we can investigate further when you email us.
Additionally, please review ScreenCloud's support file types and how files are converted for more information to check if the file meets our specifications for being supported as an upload to our servers.
If you have any additional questions on how to troubleshoot if your MP4 video is not playing footage, only audio, on your screen, or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at email@example.com or give us a call at our toll-free support line at +18885575335.