Where do I find my open case number from a support request I made including the status of my case? I have verified that there are no emails from support@articulate.com in my spam. I submitted the request on November 7th and received a support number screen so I am assuming it was successfully submitted. I only have a freelance subscription but I should still be able to get assistance correct?
I see that you were working with Peter, one of our Support Engineers! He sent an email on 11/8 with more information about this issue. If you have any questions for him, I would continue working in the case. Here is your case number for reference: 02030760.
I am not working with anyone; I have not received any email around my case. There is nothing in my spam from Articulate yet I received your reply in my email AND I get the weekly emails from Articulate.
Hi there, Melissa. Thank you for keeping us in the loop, and I'm so glad to see Peter's emails reached you!
The other emails are sent from different systems, so be sure to ask your IT team to allowlist support@articulate.com to be safe in the future! We want to make sure you're covered there, too!
I'm also sharing Peter's findings publicly so we can share the issue you ran into with others who find this conversation!
We have an issue where screen recording slides can become blurry after a click or during mouse animation. One option that may help is to increase the video publish quality:
I'm excited to share that we just released Update 35 for Storyline 360. It addresses the issue you reported in the case where step-by-step screen recordings would become blurry when clicking on a slide or during mouse animations.
This is great news! I just updated and tested it and it is awesome to see it works as it should. This is very timely too for me as I am going to be using this record screen feature very heavily over the next year.
Tell all those involved in working so hard to get this fixed that it is GREATLY APPRECIATED.
Thanks for confirming and sharing your thoughts, Melissa.
Your email signature came through when you replied via email. You can remove that if needed by clicking ‘Edit’ beneath your response. Here’s a quick Peek video if you need help.
7 Replies
Hi Melissa!
I see that you were working with Peter, one of our Support Engineers! He sent an email on 11/8 with more information about this issue. If you have any questions for him, I would continue working in the case. Here is your case number for reference: 02030760.
I am not working with anyone; I have not received any email around my case. There is nothing in my spam from Articulate yet I received your reply in my email AND I get the weekly emails from Articulate.
Hi Lauren,
I was finally able to receive a message from Peter; thank you for reaching out to him to send me another email.
Hi there, Melissa. Thank you for keeping us in the loop, and I'm so glad to see Peter's emails reached you!
The other emails are sent from different systems, so be sure to ask your IT team to allowlist support@articulate.com to be safe in the future! We want to make sure you're covered there, too!
I'm also sharing Peter's findings publicly so we can share the issue you ran into with others who find this conversation!
We have an issue where screen recording slides can become blurry after a click or during mouse animation. One option that may help is to increase the video publish quality:
Happy Tuesday, Melissa!
I'm excited to share that we just released Update 35 for Storyline 360. It addresses the issue you reported in the case where step-by-step screen recordings would become blurry when clicking on a slide or during mouse animations.
To see all the enhancements this version has to offer, follow these steps to update your software!
This is great news! I just updated and tested it and it is awesome to see
it works as it should. This is very timely too for me as I am going to be
using this record screen feature very heavily over the next year.
Tell all those involved in working so hard to get this fixed that it is
GREATLY APPRECIATED.
Thanks for confirming and sharing your thoughts, Melissa.
Your email signature came through when you replied via email. You can remove that if needed by clicking ‘Edit’ beneath your response. Here’s a quick Peek video if you need help.
This discussion is closed. You can start a new discussion or contact Articulate Support.