Here’s the simple, fast, no-frills path to figure out what’s actually wrong when a video plays with no sound.
Phase 1: Start with the Basics
Rule out system audio first. It’s the easy check that solves this problem 90% of the time.
Check your computer volume. Make sure it’s not muted. Test audio on another site (YouTube works).
Check the browser tab. Right-click the tab → confirm the site isn’t muted.
Check the Studio player. In the bottom-left of the Proofing screen, make sure the player volume isn’t crossed out or set to zero or so low you can't hear it.
Phase 2: Browser & Environment Fixes
If your system audio is fine, your browser might be getting in the way.
Refresh the page. This reloads the media assets and often clears the glitch instantly.
Try Incognito/Private mode. If audio works here, you’re dealing with a cached file or an extension blocking things.
Disable extensions. Ad-blockers and privacy tools can choke audio streams. Turn them off temporarily.
Clear your cache + restart the browser. A fresh load can replace whatever got stuck.
Phase 3: If the Issue Happens on Specific Videos Only
This usually means the file itself needs attention. This is especially common on Mac + Chrome when just one or two versions won’t play audio.
Look for processing indicators. Some videos look ready but are still converting audio behind the scenes.
File-specific corruption. If other videos play fine, but a certain version is silent, the upload may have stalled during conversion. This is where the technical team may need to re-process the file.
Still Need Help?
If:
your system audio works,
Incognito mode doesn’t fix it, and
only certain files are affected…
Send this to support so they can run a quick, targeted fix:
The video’s URL
Your device + browser (e.g., MacBook / Chrome)
Confirmation that only specific files are impacted
We can take it from there.