question

leanne-nguyen avatar image
leanne-nguyen asked ·

Recording a meeting resulted in unusable audio.

I had a meeting setup through Ring Central with ~ 10 attendees. The meeting consisted of screen sharing and audio, with some participants dialing in and/or using computer audio. Myself and the main presenter used computer audio. 

I setup the call to record, and afterwards the recording file was converted to m4a file. The m4a file playback was awful - it was distorted and in slow motion. 

Is there a way to fix this audio?
How do I prevent this from happening again in the future? 

audio attachment available if needed. 
topic-default
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike avatar image
mike answered ·
Hi LeAnne,  I've never heard of this before.  Has this happened more than once?  Or just this one meeting?   What program are you using for the playback? does it have a speed control that needs adjusted?  

Mike
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

nate-mccormack avatar image
nate-mccormack answered ·
Hi, this happened to a conference call I ran on May 16th, two days ago, and I used a desk phone. This has happened to me before, too. I'm using same applications to play audio/video as I use to play every other ring central meeting (and the other ones play fine).
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Nate. I guess I have the same questions.  What program are you using for playback, and has this happened more than once?  If it's recurring we definitely need you to open a support case and include the dates, times of the meeting and upload the recording . 

Mike
0 Likes 0 · ·
geoff-curless avatar image
geoff-curless answered ·
My Rep and I both have this issue now.  Neither of us have been able to get an acceptable recording for months now.  All recordings playback in slow motion.  It cannot be shared with a prospect.

I have opened a third support case on the topic.  I am hopeful that it gets resolved.  
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hello Geoff, 

We do apologize, that is quite frustrating. I do know that our team is aware of this occurrence and are working on getting it fixed :)
0 Likes 0 · ·
jerome-lodovisi avatar image
jerome-lodovisi answered ·
I have experienced the same issue. I just submitted a case with support to see if the file can be repaired. It's odd because when I go to convert the recording from the desktop app I get the following message: Transcoding stopped because the file is damaged.

Has anyone had any luck with getting their recordings recovered and/or repaired?
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

geoff-curless avatar image
geoff-curless answered ·
Any update on this issue?  We seem to still be unable to record an online meeting without it playing back in robotic, slow motion.  Has anyone been able to work around the issue?
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hello Geoff,

I wasn't given a hard ETA on this but I was told that they are working on the fix right now and testing the new version of RC Meetings to make sure this doesn't continue to occur for others.
0 Likes 0 · ·
geoff-curless avatar image
geoff-curless answered ·
Checking in for another update.  I just tried to record another session hoping that it would work this time.  It did not.  Are you able to share an ETA?  Not sure how much longer I can hold off on not being able to record sessions.  Please have someone from support contact me with an update.  Thank you.
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hello Geoff,

I followed up with our engineers. They are still working on this and hope to have a resolution within a few weeks. I'll update this thread when I hear more!
0 Likes 0 · ·
rob-grafrath avatar image
rob-grafrath answered ·
I'm another affected user. I did a short meeting (about 30 seconds) and recorded it, and the resulting mp4 came out fine. Later I recorded a longer meeting (about 60 minutes) and the resulting mp4 is in slow motion (about 3/4 speed), with choppy audio, pitch-shifted down. It made us sound like depressed, half-drunk robots.

I have a pretty beefy laptop, so I don't think it's a hardware performance issue: Windows 10 64-bit, Intel i7-6920HQ CPU @ 2.90GHz, 32.0 GB Memory, Speed: 2133 MHz. I am running the RingCentral Meeting windows app, version 4.4.

Maybe this has something to do with it - when I hit the record button there was a warning window about RingCentral Meetings not recognizing that my speakers were working. I tested them, and they worked, so I hit OK.
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Rob, the best thing to do is open a case and if you have that recording attach it to the support case.
0 Likes 0 · ·
nicholas-chen avatar image
nicholas-chen answered ·
I am experiencing a similar issue where the recording us unsuable and sounds choppy and has been slowed down.  I can provide a recording but given it has private information - i would prefer not to attach it in such a public forum - can you please let me know how to best proceed.  

Is this recording even salvageable?
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hello Nicholas,

Unfortunately there isn't much we can do with the recording. However, so we can further investigate, please open up a case and you can attach the recording there.
 
0 Likes 0 · ·
saadet.swift avatar image
saadet.swift answered ·
As an update to this thread, the new release of RingCentral Meetings (5.1) has taken care of this issue.

If for some reason you do experience this again please open up a case with us and include your examples.
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

douglas-kersten avatar image
douglas-kersten answered ·
How can I fix old files recorded with this issue?

1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hi Douglas, 

Sorry, there is no way that we can fix the old files since the recording has already occurred.
0 Likes 0 · ·

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces