Characters not downloading properly

Hi Steven

what's the DPI resolution of your computer? Are you using dual monitors? These are a few things that can affect it.

Check this previous post

How can I check for the DPI of my computer?

Hi Steven did you click the link in my post? Instructions for checking are there.

Hi Wendy, I have checked that.  My monitor is 100% and my laptop is 200%.  The characters seem to work fine on my laptop but when I plug into the monitor this is when I have the issue.

I have been using the same monitor for the last 18 months without issue but I have a new laptop and dock which may have caused the problem?

Try setting your laptop to 100% and see if that fixes the issue. 

Thank you Wendy.  I believe that has fixed the problem.

Hi Wendy, I spoke too soon.

Even if I change the laptop to 100% whilst it is plugged into the monitors it will download the photographic characters fine but the illustrated ones still dont work.  If i unplug and just work off the laptop it seems to download them okay other than it seems to have a very large box for the size of character (attached).  Any ideas?

I may have to contact Articulate support. 

Hi Steven!

Sorry to hear that didn't do the trick! It sounds like you've already tried quite a few troubleshooting steps so we'd love to step in.

You can start a support case by using this link! If you wouldn't mind uploading a file, that always gives us a better idea of the snag.