Overview

You are unable to update the legacy version of the Edge browser that is installed on your computer and need to re-encode/convert a video in order to update it to a more widely-supported video file format.

Solution

<supportagent>

Support agents: It's not expected for an agent to convert a video into a supported format on the customer's behalf. However, you can use a program such as Handbrake to convert the video if it is required for your ticket or for testing purposes.

</supportagent>

1. Browse to the video in Jive.
2. Click on the Download button on the right side of the screen:
   
3. Click on the source option:
   
4. Consult with your IT team and ask them for assistance with re-encoding the video into the MP4 file format, using H.264 as the video codec and AAC as the audio codec. 
5. Once the video has been re-encoded, browse back to the video's page in Jive.
6. Click on Edit. 
7. Click on the Change Video button.
8. Click on Upload a Video.
9. Click on the Browse button.
10. Select the re-encoded video file.
11. Click on the Open button.
12. Wait for the video to finish uploading.
13. Click on the Update button.

Testing

1. Browse to the video in Jive using the Edge browser.
2. Try to play the video again.
3. If the issue persists, please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can provide the below information:
   • The address of the video you are experiencing an issue with.
   • A HAR file that you captured while recreating the issue.