Video plays with audio but no picture in SoterAI
If a video uploaded to SoterAI plays audio but the picture stays black, the video file is most likely encoded with the HEVC (H.265) codec. SoterAI streams the file exactly as it was uploaded — playback depends on whether your device can decode that codec.
Not all devices support HEVC out of the box, which is why the same video may display correctly for one person and not for another:
- Mac — Safari and Chrome decode HEVC natively, so both audio and video play.
- Windows — Chrome and Edge need the free HEVC Video Extensions add-on from the Microsoft Store. Without it, the audio plays but the picture remains black.
How to fix it
| If you are… | Do this |
|---|---|
| Watching the video on a Windows device | Install the free HEVC Video Extensions add-on from the Microsoft Store, then reload the page. |
| Sharing the video with others | Re-encode the file to the H.264 codec before uploading. H.264 plays on all devices and browsers, so everyone you share the analysis with will see both audio and video. |
Tip: Videos recorded on recent phones are often saved in HEVC by default. If you plan to share recordings widely, check your camera settings — most phones offer a “most compatible” recording option that uses H.264.
If the video still doesn't display after trying the steps above, contact us at soterhelp@soter.com and we'll help you investigate.
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