Video File Conversion ends up with a total loss of audio.

Hi Webster1, let's jump right into this! 

The first thing I'd like to ask, is the platform you're using when trying to save content, and the OS you're on.

If you could also walk me through the exact steps that you take, that'd be great. One more thing: does this happen with all of your files, or just a particular one? 

Let me know more, and we'll take it from there!

Windows 10 Pro, using my Dropbox account.

From the dashboard, I selected the .MOV file and opened it.  Then clicked on the File drop down menu and selected Save As.  This function offers 6 formats to choose from.  I've successfully compressed the video into both MP4 360P & 720P files.  On playback using either of the compressed files, the video playback is fine, but unlike the original .MOV file, there's no audio.  In the past, I've converted .HEIC files (videos recorded on my iPhone) to the formats above, without any A/V problems so far.

BTW, the orginal .MOV file was shot and edited on another iPhone and sent to me via a link to that person's Dropbox account.

Hey Webster1, did you try to preview the video directly from Dropbox, or using a local audio player? 

Can you send me a screenshot of the options you get when you click the Save As button on your end? 

Previewed directly from Dropbox.

Thanks for the screenshot Webster1!

If you try to do the same thing using an entirely different browser and/or an incognito tab on your browser, do you notice the same results? 

Was using Firefox.  Switched to Private mode.  Same results.  Switched to Microsoft Edge.  Signed in and followed the same steps as before.  Video good, but still no audio.

I'm having the same exact problem. I'm gonna try downscaling it into 1080p and see if that works because 360p and 720p results in audio loss every single time. 

Never mind, doesn't work.

Hi everyone, videos larger than 100 MB are unlikely to be converted successfully, so you'll need to manually reconvert it using software on your machine.