Sound missing to part of my download

Question

I have recorded and edited a loom video. It plays ok in the browser but when I download the mp4 video file, the sound is lost from parts (usually the start) of the video. I have downloaded it multiple times and the same part of the video is silent.

However, I then re-edited the video, and downloaded it again. Sound was then missing from a different part of the video.

I have done this multiple times and each time sound is missing from part of the download. Which makes me believe that there is a problem with loom saving my video (rather than download issues).

What do I do to resolve this?

Sam Fourie · Answer

I am having the same issue and the download quality for 1080p is absolutely shocking. Since Atlassian has taken over, Looms quality has really downgraded.

I have submitted a ticket to support but just stating that I am having the same issue.

Prachi Bolar · Answer

Hello,

Welcome to community :)

This would be addressed via our loom team. Please reach out to them here  : https://www.loom.com/looms/videos?contactSupport=true or if you have any site with atlassian Let us know and we can help create a ticket

Thank You,

Prachi

Philipp Sendek _catworkx_ · Answer

Hi @Bex Walker ,

as there's another question from someone else around audio problems in Loom, I have marked your question for assistance by an Atlassian Support Engineer.
Alternatively, feel free to create a support ticket under https://getsupport.atlassian.com/ to have Atlassian investigate this directly.

Greetings
Philipp