Pre-recorded video not appearing in webinar recording in new app

[donalmurphy]

My webinars typically consist of live intro, followed by a pre-recorded video (which I upload prior to the start of the broadcast), followed by a live Q&A session and outro. I have also programmed the backend to automatically record the webinar once the broadcast starts.

Using the old version of the platform, my recording would capture everything, so I'd have one webinar recording consisting of the live intro, the pre-recorded video, and the live Q&A and outro.

I have used the new version of the platform twice now, and each time the webinar recording does not capture the pre-recorded video that I shared during the broadcast. The webinar recording does run the full length of the webinar itself, so comprises the live intro, then the default GTW microphone background image spanning the length of time the pre-recorded video was playing, followed by the live Q&A and outro.

During the webinar I play the pre-recorded video using the Share button at the bottom of the Control Panel.

Is there some step that I'm overlooking to make sure the pre-recorded video is also being capture in the webinar recording?

Cheers,

Donal 

[KateG]

Hi @donalmurphy 

I tried to replicate your experience by creating a webinar, uploading a video in 'engage your attendee', and playing it during the webinar. I was able to see the recording. 

The team couldn't replicate this experience either, so you should be able to see a video in the recording. 

We can take a look at what may have happened if you share the session Webinar ID. You can PM me the information by clicking here and then Send a Message on the top right. 

[JulieT15]

Is it possible to do this and have people who call in also hear the recording? Or can only those logging in the desktop mode see and hear the recording? I would like for it to appear as live as possible and open it up to Q&A after.

[GlennD]

Hi @JulieT15, welcome to the community.

When you share a video in a webinar the audio plays on the attendees computer, so attendees who only dial in to the conference call will not be able to see or hear the video content.

[donalmurphy]

Hi Kate,

I'm still having this issue. Wondering if someone from GTW tech support could join me on a test webinar to see what I may or may not be doing to cause this?

Cheers,

Donal  

[KateG]

@donalmurphy sorry for the delay here.

Confirming that you are playing the video at normal speed? We are aware of an issue that may cause the video to be trimmed. 

Otherwise, can you share the new Webinar ID that was affected? I will create an internal ticket for you. 

Thanks and sorry for the inconvenience here. 

[donalmurphy]

Hi Kate,

The most recent webinar that was impacted is 342-095-227.

My APAC colleagues hosted the same webinar for our Asian community and what's interesting is that the recording of the webinar does include the same pre-recorded video that was shared during the broadcast. The ID for that particular webinar is   873-577-867 in case you are able to compare and contrast settings between mine and theirs that could shed light on why I'm having the issue and not them.

Thanks,

Donal

[KateG]

@donalmurphy thanks for sharing the Web ID, I've asked our engineers to look. 

I know we had this conversation previously, but confirming that you don't see the video at all and it's playing at normal speed? 

[KateG]

@donalmurphy the team is still investigating the latest webinar. 

Would you be able to share the registration link? If I create a case, would you be able to share the webinar itself with the team? 

Thanks for working with us on this. 

[donalmurphy]

Sorry Kate, only seeing this now. You want me to create a webinar so that someone can join?