No sound when outputting .MP4 from the original .MOV file

[Penumbra66]

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iPad

iOS for the iPad: 11.2.5

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Mac (Retina 5K, 27-inch, Late 2015)

Mac OS 10.13.1

Adobe Media Encoder CC 2015

Adobe Media Encoder CC 2018

Adobe Premiere Pro CC 2015

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I recorded a 20-minute screen capture on my iPad using the built-in iOS “Screen Recording” tool. The .mov file includes me talking directly into the mic. The .mov file plays fine on both the iPad and my desktop machine. However, when I try to convert it to .mp4, there is no sound in the output file.

• I’ve restarted the machine.
• I deleted the “Media Cache” and “Media Cache Database” folders, and then did a shift restart of Media Encoder.
• “Export Settings” are set to enable both audio and video output.
• I tried “Export Settings: Multiplexer: MP4.” I also tried setting “Multiplexing” to none.
• I set the output audio to “mono” and also tried “stereo.”
• I imported the original .mov into Premiere Pro (CC 2015) to check the audio tracks. The two audio tracks plays within Premiere Pro in the preview. I tried to output directly from Premiere Pro, which queues up in Media Encoder. This output also failed to include the sound.
• I tried this in both Adobe Media Encoder CC 2015 and 2018. Each time I deleted the “Media Cache” and “Media Cache Database” folders. I did not uninstall the 2015 version.

After numerous attempts, I am still unable to export the .mov file to include sound. I’m not sure what I am doing wrong.

I uploaded a similar .mov file to Vimeo, recorded exactly the same way, The sound plays fine in that file.

Any help is appreciated.

[SAFEHARBOR11]

Bring the exported file back into Premiere timeline - do you see a waveform in the audio track? Plays any sound?

There is an issue that people sometimes run into if the mic on the video recorder is wired wrong. The L and R channels "cancel each other out" due to a phase inversion, but some playback devices will have sound and others will not.

So I just want to make sure there is no sound at all in the exported file before we look at other options.

Thanks

Jeff