HiChris
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Since the downloaded ".webm" file plays fine, you can rule out GCBA capture issues and focus on playback-related factors. A few things to check:
- Hardware Acceleration (very common cause)
Try disabling hardware acceleration in both Google Chrome and Microsoft Edge.
There are known cases where browser GPU acceleration causes blank video in embedded players while audio continues to work.
- Graphics / GPU Drivers
Outdated or incompatible GPU drivers can affect WebM rendering inside browser-based players. Updating drivers often resolves this.
- Browser Extensions / Policies
Some security extensions or enterprise policies can interfere with video playback (especially canvas/video rendering). Test in an incognito window with extensions disabled.
- Codec / Rendering Compatibility
Even though ".webm" is supported, the embedded player may behave differently depending on system-level decoding vs browser decoding.
- VDI / Remote Environments (if applicable)
If users are in VDI (Citrix, VMware, etc.), GPU redirection or media optimization settings can impact playback in-browser while still allowing file playback locally.
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Original Message:
Sent: 04-30-2026 17:08
From: Chris Bourgeois
Subject: Screen Recording Playback UI: Audio work fine, no video displayed
We have recently come across an issue where the GCBA is recording the screens properly, but the Screen Recording Playback UI is showing blank video, but the audio plays correctly. If you click on the Download option in the upper right, the downloaded .WEBM files play correctly so the video is being recorded. This issue occurs in both Chrome and Edge.
#Reporting/Analytics
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Chris Bourgeois
N/A
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