No Audio on Video Clip imported on Premiere Pro

[GAZERADE]

Hi Adobe Support Community,

I'm having a strange issue that I'm encoutnering with video files sent to me from a specific person. When I import the file into my project it appears as though there is no audio. When I open the raw video clip on Quicktime and other applications there is audio. I don't see a waveform in premiere, there is no audio coming through the meters. I edit multiple videos daily and do not have this issue with any other clips. It only happens when I receive clips from this specific person. I've tried converting the clip with Media Encoder and that doesn't seem to help. When I send the same clip to another editor they are able to import the video with the audio no problem. I've been trying to figure out what on earth is going on and just cannot for the life of me figure it out.

Some additional info:

Clip is an MPEG-4, AAC, H.264, audio is Mono
Premiere Pro Version 23.4

Thank you!

[GAZERADE]

Some additional trouble shooting things I've done:
- Checked for Premiere updates 

- Cleared cache files

- Reset preferences

- Tried other video clips - other clips work

- re-installed Premiere

I'm out of ideas and am truly curious as to what the heck is going on. 

[Ann Bens]

No audio in project window, source monitor or timeline?

[GAZERADE]

Sorry, I should have clarified. 
When I bring the clip into my project the small symbol beside the name of the clip shows that there is audio and video. When I go to play it in my source monitor the video opens and I can scrub through but I don't hear audio or see waveforms or any signal coming through my meters. Again, looking at the symbols below video in the source monitor that indicate if there is audio and video, it shows audio and video. When I drag the clip from the source onto the timeline it brings in an audio track, but it is blank. There is no waveform. When I playback I don't hear or see audio. 

Short answer: no audio in all three. 

[Ann Bens]

Make sure Default Input in the Audio Hardware in the Preferences is set to No Input.

[GAZERADE]

I've double checked this. It is set to "No Input". I think if it were set to the wrong input I would be having this same issue with other video files, but as mentioned I am only having this issue with video files sent to me from one specific person. Additionally, it hasn't been until the last few months that I'm having this issue. 

[GAZERADE · Accepted solution]

This might be the answer to your problems! It was the answer for me. I hate this answer but I'm glad it fixed my issue. 
https://community.adobe.com/t5/premiere-pro-bugs/webex-presentation-audio-in-premiere-2023/idi-p/136...

[Solène Desjardins]

One of my co coworker have excatly the same issue, when I import the audio in my premiere pro everything is ok but in her premiere pro there is no audio at all. I can't find where is the issue 

[Ann Bens]

Most likely the audio is of a special flavour.

Post screenshot of clip in Mediainfo in treeview: MediaInfo 

[GAZERADE]

This was not the issue. Thanks for your reply though. 

[GAZERADE]

I'm sorry to hear your colleague is having the same issue - but to be honest it makes me feel a bit better to know it's not just me. 

Out of curiousity are these video files recorded using Microsoft Teams or Zoom or something of that nature?

[Christian.Z]

if its a screen recording or iphone videos, transcoding using handbrake is your best bet. however I heard that the newest release is more friendly towards such files now