Video recording did not capture video only audio

Every week we host several webinars and one of them always includes an embedded video, since 2019. Yesterday, the webinar was launched with a slide for the audience to see before launching the video. The live aired without any issues. However, while the recording captured the slide, it did not capture the video, only the audio. I was left with a black screen in the recording after the video started. Today, we had a webinar which recorded fine with both audio and video. I did take the original video from yesterday and uploaded it into a new webinar and launched that. It played and recorded both the audio and video. Has anyone else experienced this? There were no webcams on or mics on during the webinar with the video recording. I would appreciate anyone's input if you've experienced anything similar. Thank you.

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KateG

Hi @VWB

I received word that there was an issue that affected some webinar recordings capturing video. This issue has now been resolved. Unfortunately, we’re not able to recover the lost video content from affected past webinars.

I apologize for any inconvenience this may have caused you. Thank you for your understanding and for being a valued member of our community with this report.

KateG

Hi @VWB Happy New Year,

Thanks for all the details, I'm not sure why the embedded video would not show in the webinar one day, but then appear in the webinar the next day. I do see that you have a case currently opened and the team is currently investigating. I will keep an eye one this one, it's a head scratcher.

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