No sound in the video record, downloaded with ftp

[popo22_123727622733952]

Hi

I have a major issue with the video system.
The recorder and the 4 cameras are installed at Paris, connected with a fiber very good internet connection.
I am using reolink software on my iphone (wifi or 4G) and with my pc , conencted also nearby Paris with fiber internet connection.
I have put in place a ftp conenction to my internet supplier, it works fine, I get recordings, but it is not usable as gigabytes of data each days.
And, the recordings are ok for the video, but I do not have any sound on it.
I try to open the video with vlc, MPC-HC, BSPlyaer, , I do not have sound and I can see with MPC-HC that there is no sound in the file. It is a x264 format.

With the reolink application, I can wath cameras, do a record to my hard disk, it works fine, I do have the video with sound. In that case the video is a mp4 format


I NEED to catch the video in real time with ftp system, BUT WITH the sound.

Any idea will help

Thanks you


Screen-Shot-02-14-20-at-08.06-AM-001.png
Screen-Shot-02-14-20-at-08.06-AM.png
Screen-Shot-02-14-20-at-10.19-AM.png

[Cynthia_124785627824270]

It's recommended to send an email at support@reolink.com and Reolink technical support will follow up the issue via email.
Thank you and have a nice day.