Audio and video not in sync

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  • Question
  • Updated 6 years ago
The audio is not in sync with the video, with the video jumping ahead of the audio.
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Elizabeth

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  • frustrated

Posted 8 years ago

  • 2
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Mike Curtis, Employee

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Hello Elizabeth,

I'd like to suggest that you open a case with our Tech Support team. I think they will be best able to help you troubleshoot this Relay issue.

You can open a case here and they should respond within one business day.
http://techsmith.custhelp.com/app/uti...

I'm sorry for the synchronization trouble,
Mike Curtis
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Walter Pelowski, Customer Solutions Engineer

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Elizabeth,

Were you able to get an answer to this? Did you contact our Support team?

If you haven't yet contacted them the things they will want to know are things like...
1. What version of Camtasia Relay are you using?
2. Are you using a Mac or a PC?
3. When you say "video" do you mean your screen recording or your webcam video?
4. If it is your webcam video, what webcam are you using?

And based on those answers they can troubleshoot from there. To echo Mike's comments, we're sorry you're having the problem. We're not aware of this problem with other users at this point.

Sincerely,
Walter Pelowski
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Elizabeth

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I did file a case and received the response below. I have not tried it yet.

I would start by first disabling hardware acceleration on the machine. This will greatly improve the efficiency of the capture process.

Hardware Acceleration
------------------------------------------------------
To disable hardware acceleration, right click on your Desktop > select “Properties” > select “Settings” tab > select “Advance” button > and click on the “Troubleshoot” tab. This tab should contain a hardware acceleration slider. Slide this down to “none”. Click Ok.

Let me know if this resolves this problem with subsequent captures.
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Walter Pelowski, Customer Solutions Engineer

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Okay. Please let us know if those work for you when you get a chance to try them out. If not, we'll need to get answers to those other questions in order to figure out why this is happening on your machine.

Sincerely,
Walter Pelowski
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Walter Pelowski, Customer Solutions Engineer

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Dominic,

Did you read the replies above? We need more information in order to help you.

Namely, did you contact our Support team like Mike and I suggested? And have you provided them with things like your product version number, the product you're using, etc.

Walter Pelowski
Customer Solutions Engineer
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Sandhya Pardeshi

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i am facing the same problem my audio and video is not in sync, please help, its urgent, tried all settings still the same issue
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Walter Pelowski, Customer Solutions Engineer

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Sandhya,

Please contact our customer support team at http://support.techsmith.com. In order to address your question they'll need to know things like
1. The Product and Version you're using
2. What webcam you're using
3. Whether you have up-to-date drivers

There is just simply not enough information here to be able to diagnose why you may be experiencing this problem. Please contact them and they'll help you out.

Walter Pelowski
Customer Solutions Engineer
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josh

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I have the same problem with sync. This only happened when I upgraded one day to 8.0. Now I'm running 8.0.3.  This is really bad. Do you have any fixes? 
I have a new Windows 7 Dell computer. This issue happens on the old computer and my new computer. Seems to be a software issue more than a performance issue. Thanks. 
(Edited)
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Walter Pelowski, Customer Solutions Engineer

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Josh,

 If you can please contact our customer support team at http://support.techsmith.com they'll be able to help you out.  There are things that can cause this but they're going to have to work with you to figure out what the core issue might be.

Sincerely,

Walter Pelowski
Customer Solutions Engineer

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