Marker label height does not stick

Hi, Lori -- Thanks so much for reaching out and sorry to hear of your difficulties! May I ask if you are working locally as described here? You may also want to check out the troubleshooting steps here to see if you find improvement. If not, please feel free to share your file and we'd be happy to take a closer look. 

Yes, working locally. Yes, followed troubleshooting steps. The behavior is erratic. See image for one instance. The marker is displayed properly in .story file, incorrectly when published and launched in the intended environment (LMS). However, sometimes I will publish and view in the LMS, see a cutoff marker. When I return to the .story file, it is also cutoff. This is not tied to a particular marker.

I started this project on Storyline 2.7 and upgraded to 2.8 in the middle of development because I needed the translation fix. I have not upgraded to 2.9 because of issues raised by some users and I am close to finishing this particular course.

I will start a support ticket.

Thanks for your reply, Lori, and for the additional details! I checked our ticketing system and could not locate an existing ticket for this issue, so if you could please stop back in and share your case number when it's created, I'd be happy to follow along! 

I submitted the case and received a message indicating that it was successfully submitted - however, I did not receive a case number or acknowledgement email.  Do I need to resubmit?

Hi, Lori -- If you submitted the case more than a few minutes ago, perhaps the confirmation email was redirected to your SPAM folder, so it's always a good idea to check there if you did not received that message. And may I ask, did you use a name other than "Lori Sullivan" to create the ticket?  If you used a different name, that may be why I am not able to locate the ticket. 

Please let us know, and if you do not have the confirmation in your SPAM folder, I would recommend that you might try a different browser to submit a new ticket via this form. 

I submitted the case almost 2 hours ago under my name using Chrome. Nothing is in spam. Resubmitted ten minutes ago using Firefox, still nothing in mail/spam. Is there a size limitation on attachments? My file is about 19 mg. It looked like it uploaded successfully and the case submitted message displayed both times.

I see, Lori -- I appreciate your response, and I just did another search for "Lori Sullivan" and could not locate either ticket. It's peculiar that you are receiving the "submitted successfully" message but we do not have tickets for you on our end, so what I would like to do is create the ticket on your behalf, and you should receive the confirmation email. After that, I will send a 2nd email with an upload link, and if you could pull maybe 1 slide where the behavior is exhibited into a new, much smaller file, perhaps that will help, as well. 

Hi, Lori -- Your case #00813773 has now been created in our system, and I sent the additional email with the upload link you will need to share your file. Please let me know if you still have not received it! 

Got it - files are on the way. Appreciate you stepping in to get the case started!

Absolutely, Lori! Glad to hear we are finally in business, and I'll be certain to follow along, as I intend to share updates here for others who may encounter this post in the future seeking assistance. :)

Christie - UPDATE

We believe this was a hardware/browser issue. I recently had some work done on my computer and some of my settings were not reset. Also, I uninstalled/reinstalled my browsers. All appears to be working as it should. 

I have cancelled the ticket. Again, I appreciate your assistance.

Excellent news, Lori, and updates are always appreciated! Please let us know if you should need anything further! :)