Video thumbnail oddly pixelated and discolored

Hello Kim,

Thanks so much for reaching out! Sorry to hear you are running into pixelated video thumbnails. I understand your frustration!

I see that you opened a support case and you are working with my colleague Robert. Great call! You are in good hands. 

We'll continue the conversation over in the support case.

Hope you have a great day and happy developing! ✨

Hi Luciana, 

Is there a solution to this? I've been facing the exact same issue right now.

Hi, Liyana! Sorry to hear you're having this issue with your video thumbnail in Rise. We'd be more than happy to troubleshoot your course so we can provide you with the appropriate solution. Would you mind opening a support case here? Our customer support engineers will reach out and work with you directly to resolve your issue. 

Hi Luciana, Is there a solution to this? I've been facing the exact same issue right now. Best Peter

Hi there, Peter! One possible reason you're seeing degraded thumbnail quality in your uploaded videos is that the video is being "stretched" to display larger than its original resolution. We can validate this by taking a closer look at the video file you've uploaded to Rise 360. You can share that video file with us by opening a case here, and we'll delete it as soon as we're done testing! 

Hi I am having the same problems on my account, the video it self is in fine quality but the thumbnail is really pixeled and discolored 

Hi! I am also having this issue with a video I've uploaded natively into Rise 360. The thumbnail is much lower quality than the video itself.

Hello Solon and Dorsa,

I'm sorry for the trouble with the video thumbnails in your Rise 360 courses; I'm happy to help! Can you confirm the aspect ratio of the videos? We recommend using 16:9 for the best results.

If the issue persists, could I have you connect with us in a case so we can determine what's happening? We'll reach out soon after we hear from you.

Wow! I posted this issue on September 13, 2022. When no one through this method could figure this out, we talked face to face with Victor Reyes at Dev Learn back in October 2023 about this. It's still not fixed. It has never worked. I'd love it to work, especially since it works just fine for your videos in your Rise courses. Maybe you and Victor can get together and figure this out. Hopefully in less than another year. 

I'm having the same issue, it's really frustrating. Aspect ratio on our videos is correct. I will submit a ticket, but it's sounding like this is a known bug.

Also, FWIW, I have only noticed this issue on Rise courses developed in the last 6 months or so since switching jobs & Rise accounts. Courses I developed on my old company account didn't seem to have this issue, but I no longer have access to it to test 

Hi Kristen, 

Thanks so much for reaching out. I see that you've opened a support case and you are working with our colleague Philam. You're in great hands!

We'll continue the conversation over in your case. 

Have a great start to your day! 

Has there been a fix to this yet? I'm having the same issue. Thanks in advance.

Hi Daile,

Sorry to hear that you ran into this issue. We're still working on the bug affecting Rise 360 users where the color of a video thumbnail is a few shades off from the actual video. Can I ask if this is the problem you're currently encountering? 

If not, please open a case with our support team here so we can request a copy of your course for testing. Looking forward to hearing from you! 

Daile, there's still no fix for this from Articulate.

I've been using a workaround where I go into the exported zip files and manually replace the cover photo with a different file (you'll need to delete the old cover photo, and replace it with the exact same file name). It's a slow process, but seems to be working. 

Hi Luciana, 

Is there a solution to this? I've been facing the exact same issue right now.

Same issue to the topic I also found here:
2018
Thumbnail selection in Rise videos - Rise 360 Discussions - E-Learning Heroes (articulate.com)
2019
Can I change a thumbnail on a video? - Rise 360 Discussions - E-Learning Heroes (articulate.com)
2021
Rise changing color of MP4 videos - Rise 360 Discussions - E-Learning Heroes (articulate.com)
2022
Video thumbnail oddly pixelated and discolored - Rise 360 Discussions - E-Learning Heroes (articulate.com)
2022
Video preview looks grainy - Rise 360 Discussions - E-Learning Heroes (articulate.com)

I just encountered this issue yesterday.  I developed a microlearning and the video I inserted looks great when playing, but the thumbnail image is grainy.  It clears up immediately once you click play, which is good, but I don't like a poor quality image as my thumbnail.  I'm using 16:9 ratio.  I've done a ton of short courses like this before and never had the issue until now.  

Attached is an example.

That's because the rise default video block actually got a true preview. I linked the png-file here below. The default block is created in a way we as normal users can't do unfortunately.