Recording screen issues

Sep 12, 2019


I am recording screen of a new tool online, somehow my recordings are showing duplicate images as shown below.  I even disconnected my dual monitors, thinking the issue might be related, but it did not solve the issue.

Please help if you have seen and resolved the issue before. Thank you.


25 Replies
Julia Zammit

I have experienced the same issue this week. I had a double video, and I also had the desktop showing up behind my video.  

I also have dual displays. I set my displays at 100% (previously they were at 125%). I also closed and reopened SL on my primary display. I rerecorded and made sure I was recording my primary display with SL on my primary display. This seems to work now, although I still have issues with the window size.  

When I've tried to resize the screen above 100%, I run into more issues. 

Hope this helps! 

Deanne Kludy

I am experiencing the same issue. Single monitor - just the laptop screen. I have tried filming at the recommended 150% for Win10 and I get picture-in-picture. I went to 100% and scaled up the screens I was recording and it was worse - didn't film the actual set parameters - to where you can see the red line where I set the boundaries and see screen past that point. I'm on a new laptop and am now extremely concerned that I can no longer film demos in Storyline with the appropriate aspect ratio and have the content be clear/readable. 

Lauren Connelly

Hi Deanne!

We've seen duplicate screen recording "backgrounds" when the recording is smaller than the story size.

Does that sound like it matches your setup?  Could you test a small re-recording with 100% scaling on your screen?  You can change the scaling to 100% (or 96 DPI) by right-clicking on your Windows desktop and choosing "Display Settings."

If this doesn't do the trick. let's enlist help from our Support Engineers! We'll have you submit a case first and then we'll continue troubleshooting from there. You can use this link to submit a case. 

Robert Hoisan

Hi Lauren,

This happens all the time whenever I import a screen recording smaller than the story size. 

To reproduce here are the steps, 100% it happens all time in my case. 


1. Record screen at 1436 * 815

2. Import recorded slides as Try Mode. 

3. Resize the Story to 1500*900 and choose FILL BACKGROUND - BOTTOM LEFT (so we can add menus, etc on the empty space)

4. Save as "Story A".

5. Create a new story at 1500*900 and save as "Story B"

6. Import all slides from "Story A"

7. Try to preview on timeline or Preview mode. It will freeze for a while but when you check your slides you will see lots of "Duplicated backgrounds".

The "duplicated BG" is exactly the same size and position as the original screen recording (BEFORE RESIZING IT). Somehow it inserts itself and it cannot be removed. 

See attach. 

Please try to fix this. It is a very important issue and makes the entire screen capture process extremely difficult. 



Robert Hoisan

Thanks, Ren.

Yes, Phil has identified this as a potential software bug. 

For everyone having this 'double BG' issue with screen recordings - from my experience it happens whenever I have some slides recorded and resized and then I try to import another recording (also resized) in my project. Where the final .story is larger than the original recordings. So basically 'combining' recordings after they were resized into a diff .story size gives the error. 

The good news is that I found a workaround.

Instead of using the 'Import' option to import recorded slides in my project, I open the second .story file WHILE I have the one I'm working on also opened and just COPY/PASTE the slides I need from one project to the other. No more double backgrounds. 

I already explained this to Phil but I'm just sharing here in case someone can use the tip. It took me some time to discover it :)



Mary Aversa

Ok, I'm seeing lots of people with the same issue, but I cannot find a fix posted by Articulate staff. I'm having the same issue, although my screen recording includes the red box indicating the supposed recording boundaries as well as the toolset (i.e., record button, etc.). Why does Storyline allow me to set the recording boundaries then record outside of those boundaries, and how is this issue remedied? There are plenty of examples in this thread. What's the solution???

Becca Levan

Thanks for reaching out, Mary. I'm sorry you're experiencing a similar issue.

  • Do you have multiple displays or single? What is the scale set to on the display(s)? You can check by right-clicking on your Windows desktop and choosing "Display Settings."

From here, I want to enlist help from our Support Engineers to work with you directly to find a fix, so I've opened a support case on your behalf. We'll reach out via email soon!

Mary Aversa

Thank you Becca. One of the things I find frustrating in this forum is that I see a lot of related questions posted without the resolutions being posted as well. This means many users can add to the thread with similar issues, but still have to keep searching and scrolling many posts before they find an answer. It would be really helpful, for example, if staff said to unplug any additional monitors instead of asking every poster if they are using dual monitors. The solution there is implied of course but it's better if it's stated. :) 

After unplugging my additional monitor, I still had issues, but by selecting one of the preselects other than full screen, I got the capture I needed. I just had to select the preset then resize the window of the app I was recording to fit the boundaries Storyline gave me.

Here the article link Articulate Support just sent me. It wasn't helpful for my issue, but I can see that it might help others.

I'm also fortunate that I don't need any white space around my recording to add notes because the workarounds listed above seemed really wild! Here's a video I came across in my initial search that shows how to record a screencast then create whitespace for notes or other added graphics. 

Joe Jongue

Hi there,

Happy (belated) New Year everyone. 

After returning from the festive break I too have run into this issue, the last screen recording I performed was around Oct/Nov last year and everything was working perfectly. I've tried absolutely everything that I can think of, from setting the scaling to 100%, using different resolutions, setting the project to a specific size and selecting this from the present prior to recording, downgrading from tri monitor set up to dual and eventually down to a single monitor. I'm running a Dell XPS 13 9310 (beefy laptop), made sure all drivers and firmware including windows updates are all up-to-date. Yes, I even rebooted the laptop with just a single monitor connected, nothing seems to work.

I do recall SL360 had some recent updates, I wonder whether one of those introduced this bug.

Anyway, I've logged a case with support, waiting to hear back.

Joe Jongue


thought I'll share the resolution here, turns out the issue occurs when you change your display resolution and scaling to a different setting while Storyline is active and It doesn't matter whether it's changed to higher or lower. If you've made changes simply restart your pc/laptop then launch SL360, the recording will work as per normal.

Emma Swingle

I disagree that it is working as expected. I believe this is an issue. I work with multiple screens and it happens whether I am recording my Laptop or External screen or is that problem? - thought I had cracked it but that doesn't work either :(  HELP!!!! I have deadlines ....

Maria Costa-Stienstra

Hi, Emma.

Thank you for reaching out!

For urgent deadlines, the quickest way to receive help is by submitting a case to our Support Engineers

I'm happy to help narrow down the issue so we can troubleshoot what you're experiencing:

  • Is the resolution of your external monitor the same as your laptop?
  • Is the scaling set to 100%?
Joe Jongue

For those who would like to know, scaling is a setting under the Display Properties settings page. It essentially allows you to "zoom in" e.g. 125%, 150% 200% etc. This is useful if you have a monitor that is capable of very high resolutions e.g. 4K (3840x2160), at that resolution everything from your desktop to applications will appear a lot smaller if kept at the native resolution. So the ability to zoom will keep it at that resolution but make things appear bigger i.e. icons and text. And if you're using 2 monitors it will help try to keep things consistent so things don't appear small on one screen and big on the other if they have two different resolutions. Hope that helps.