Hey there (milco), sorry to hear about that; rest assured that I’m here to help you on that as much as possible.
As an initial point of reference, can you please clarify whether you’ve synced your movie to your desktop :arrows_counterclockwise:/:white_check_mark: or you’ve downloaded it directly from our website? Could you also let me know of the file extension? I’m wondering if you can’t load the sound on your video locally because it can’t be loaded on the application you’re using to open it on your device. Have you tried with opening the file in question using a different application perchance?
Just so as to determine the best next steps for you, I’d appreciate it if you could include a step-by-step description, as well as a screenshot of any error messages you’re getting when you’re facing this issue (omitting personal info), so as to better determine what's happening.
Once I have these details, I’ll try to address your initial inquiry in a bit more depth & thanks in advance for taking a bit of your time to explain matters!
