Character cropping when I insert

Sep 01, 2018

I am running windows 10 home default settings. When I insert an illustrated character into my presentation the character is cropped, and it does not appear that I can uncrop them. I have found references to making sure my settings are at 96 DPI, but that is default for Windows so that doesn't make much sense to me.


Any help would be appreciated

26 Replies
Crystal Horn

Hi there, Brian.  In Storyline 2, the photographic characters had "cropped" options by default, but I haven't seen this behavior in Storyline 360.

Storyline 2:

Have you changed the story size in the Design tab?  Could you send a Peek screencast of what you're seeing when you insert your characters?

If this is happening on one project in particular, please share the .story file here, and I'll have a closer look!

Katie Riggio

Hi, Brian. Thanks for working through this auto-crop oddity with us, and I'm really sorry for any headaches. 

I saw that you're working with my teammate, Ronaziel, in a support case–brilliant move! I shared this latest detail in the case–you're in good hands there, and she'll be in touch with some more steps to try as quickly as possible. I'll also be sharing updates here once we get to the root!

If you have any further questions, don't hesitate to reach out here or to Ronaziel!

Katie Riggio

Thanks for giving us the opportunity to give you a hand, Brian! We never want to hold up your projects, and I'm sorry this oddity has made it difficult to work. 

I've been following your case as it progresses, and just saw that you were able to fix the issue by reinstalling Storyline 360. While that is great news, that behavior should never happen. If you come across this roadblock again, please do let us know!

Alyssa Gomez

Hi Molly, happy to help you sort this out!

First, what version of Storyline are you using? You can find this detail by going to Help >> About Storyline

I'd first suggest repairing Storyline. If that doesn't help, our Support Engineers can take a closer look at your file to nail down the problem. You can submit your file here, and they'll delete it when they're done troubleshooting. 


Leslie McKerchie

Hi Tracey,

Thanks for reaching out and letting us know that you are running into a similar issue.

It looks like repairing the software install worked for Brian and we did not hear back from Naweed in his support case.

Do you know what version of Storyline you're using? We are currently on Build 3.26.18364.0 for Storyline 360. You can read all of the details here.

You can check by going to:
Help > About Articulate Storyline

The details for the software repair can be found here.

heidi kayser

I am now having the same issue, characters are inserted cropped on the sides. I literally, just, updated Storyline this morning and now this bug is here. My IT department has to reinstall the software for us, so its not a good plan to do that just to attempt to fix a bug. Are there any developments on how to fix this issue so far? Thank you!

Tabatha Eatherly


I found this thread because I am also experiencing character cropping upon insertion in Storyline 360. I've tried multiple Illustrated - Modern characters in different poses and they all show up cropped. I'm going to attempt the quick repair that Lauren Connelly posted in the last response.

Katie Riggio

Hi there, Karen!

Thanks for writing in. If you're seeing the same problem in Storyline 3, then a quick repair should help. Here are the steps:

If that doesn't make a difference, let's get you connected with our Support team for the next best step. Simply use this private case submission link.

Karen Kahlig

Thanks for replying Katie. The issue fixed itself. I literally had it for one day. I have no idea what happened to make it happen or to fix it, but I'm all good.

Thanks again.

Karen Kahlig | Director of Organizational Effectiveness
The Fikes Companies | CEFCO Convenience Stores
Direct: 254-410-1082


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