I've not run into this issue before, but today I went into a Storyline project I've been working on and added an illustrated character and her body was cropped. I've tried adding a few of the other illustrated characters, and they all seem to be having a similar issue (I checked the photographic characters and have not had any issues with those).
I'm in the current version of SL360, and I can't duplicate your issue. Question: If you choose the cropping tool from Character Tools/Format, can you see any more of the characters?
Hey David. I cannot see any more of my characters when I look in the cropping tool. I also uninstalled and then reinstalled Storyline to see if that would fix my issue, but still no luck.
Oh no! I am sorry to hear that you are running into this issue. I see that you tried a simple repair of Storyline and that didn't solve the issue.
I have seen a few instances of this happening, so I am going to open a support case on your behalf. Our Support Engineers can take a further look, they'll be able to help make sure those characters are back in one piece!
Please be on the lookout for an email from Articulate Support!
We found this error occurs if you're on a system with multiple monitors. If you are, make sure that all monitors are set to 100% scaling. Storyline requires Windows to use 96 DPI (dots per inch) or 100% scaling.
If Windows is using a different DPI setting, you may experience erratic behavior, such as:
Elements of the application are misplaced or distorted.
Objects are misplaced or distorted when previewed or published.
Zoomed images don't work as expected.
Font sizes are incorrect after using the translation features.
If setting the scaling of all monitors to 100% doesn't help, please try to unplug additional monitors and launch Storyline in your main display.
Lastly, if you are still seeing this issue where characters are cropped then I'd suggest performing a quick repair of Storyline. Here are the steps to repair Storyline.
Hi I am reaching out to see if there has been an update on this issue? I am working on a widescreen monitor with 3 designated work partitions. I cannot seem to fix this. Honestly, if multiple monitors are the issue, I don't know anyone working in this field that doesn't use multiple monitors. I am really disappointed with this feature.
I'm seeing a few different solutions mentioned in similar support cases, so I'd like our Support Engineers to step in to help! You can reach out to them here! After submitting a case, we'll get back to you shortly.
Same issue here. Being relatively new to Storyline 360, we really appreciate the general feature set - awesome software! But this bug prevents us from using the character asset library, which is a huge loss. It still happens with 100% scaling and physically plugging out additional displays. Please fix :-)
I'm sorry you're running into cropped characters in Storyline despite reviewing the troubleshooting steps mentioned.
I've opened a case on your behalf with our support engineers to lend you a hand with this issue and see if there are any additional steps you can take to resolve this. Be on the lookout for a reply soon!
12 Replies
Hi Jennifer,
I'm in the current version of SL360, and I can't duplicate your issue. Question: If you choose the cropping tool from Character Tools/Format, can you see any more of the characters?
Hey David. I cannot see any more of my characters when I look in the cropping tool. I also uninstalled and then reinstalled Storyline to see if that would fix my issue, but still no luck.
Sorry about that. I guess I would put in a support ticket with Articulate.
Hi Jennifer,
Oh no! I am sorry to hear that you are running into this issue. I see that you tried a simple repair of Storyline and that didn't solve the issue.
I have seen a few instances of this happening, so I am going to open a support case on your behalf. Our Support Engineers can take a further look, they'll be able to help make sure those characters are back in one piece!
Please be on the lookout for an email from Articulate Support!
This post was removed by the author
I am also having this issue.... has a fix been found?
Hello Rosa!
We found this error occurs if you're on a system with multiple monitors. If you are, make sure that all monitors are set to 100% scaling. Storyline requires Windows to use 96 DPI (dots per inch) or 100% scaling.
If Windows is using a different DPI setting, you may experience erratic behavior, such as:
If setting the scaling of all monitors to 100% doesn't help, please try to unplug additional monitors and launch Storyline in your main display.
Lastly, if you are still seeing this issue where characters are cropped then I'd suggest performing a quick repair of Storyline. Here are the steps to repair Storyline.
Hi I am reaching out to see if there has been an update on this issue? I am working on a widescreen monitor with 3 designated work partitions. I cannot seem to fix this. Honestly, if multiple monitors are the issue, I don't know anyone working in this field that doesn't use multiple monitors. I am really disappointed with this feature.
Hi Janel!
I'm seeing a few different solutions mentioned in similar support cases, so I'd like our Support Engineers to step in to help! You can reach out to them here! After submitting a case, we'll get back to you shortly.
Thanks Lauren. I have submitted a ticket including the model of my monitor for troubleshooting. Hoping they can offer a work around.
Thanks for the update, Janel. You should be hearing from one of our support engineers via e-mail soon.
Same issue here. Being relatively new to Storyline 360, we really appreciate the general feature set - awesome software! But this bug prevents us from using the character asset library, which is a huge loss. It still happens with 100% scaling and physically plugging out additional displays. Please fix :-)
Hi Jannis,
Welcome to E-Learning Heroes! 🌟
I'm sorry you're running into cropped characters in Storyline despite reviewing the troubleshooting steps mentioned.
I've opened a case on your behalf with our support engineers to lend you a hand with this issue and see if there are any additional steps you can take to resolve this. Be on the lookout for a reply soon!
This discussion is closed. You can start a new discussion or contact Articulate Support.