Storyline 3 Bug - White videos published as grey

Hi all,

 I have found what I believe to be a bug in SL3. I have several videos with a white background, however when published from SL3 any white displays as gray. If I publish the videos from SL2 the videos display normally with white. If I open the video file from the published course files and watch it in a player like VLC or WMP then the videos appear normal.

 I have attached a screenshot showing the issue. As you can see in the preview the white is grey but in the video file (this video file is from the published files) the white displays normally as white.

  Has anyone had this issue or found a way around it?

81 Replies
Ted Nguyen

I am running into this problem too.  My videos with white background play right in IE, but display as gray in Firefox and Chrome.  I found this and followed the directions and it fix my problem for Chrome.  Hope it will help someone.

In many cases it is a problem of nVidia drivers. NVIDIA video card users try the following:

open the NVIDIA Control Panel
under "Video" select “Adjust video color settings”
under "How do you make color adjustments" select “With the NVIDIA settings”
under "Advanced" make sure "Dynamic Range" is “Full (0-255)” not “Limited (16-235)” (“Dynamic contrast enhancement” should be unchecked)
In my case it worked, anyway I don't understand why Dynamic range for video is limited by default...


Jamie Sharple

I'm not sure if this is a specific but with Storyline 3 now or if it extends to the wider Storyline family but since upgrading to Storyline 360 I haven't had this issue again. I think there is something to be said for upgrading Storyline courses from Storyline 2 versions, that's where I was having some issues. When I create the course from scratch again in the later version of storyline (360 for me but maybe 3 for you guys) the issue doesn't occur. I've reused the same videos and assets so I wonder if there's something with upgrading courses? I've been following this thread for a while and thought I'd jump in since we've not come up against the issue again.

Ashley Terwilliger

Hi Matt,

Articulate tools use the H.264 codec for MP4 videos (and a number of file formats are re-encoded to MP4 upon publishing). 

We've seen a few folks indicate that the video drivers have been the culprit, and making the modifications as Ted mentioned seem to resolve it. 

Jamie, if you've got a sample video file that you'd like to share with us so that we can test it in Storyline 2 and 3/360 - we're happy to. You can upload it here using the Add Attachment button or send along to our Support team here. 

S.  Dyson

We are still seeing this problem today, with HTML5. Publishing out to Flash plays the videos as intended. Publishing to HTML5 looks like a grey film has been put over the entire image. Seems to be an issue with interpreting the color palette because it happens will all videos, including Storyline's own screen recordings. 

Crystal Horn

Hi there, S. Dyson.  There are a couple of direction I want to explore for your scenario:

  • Do you have the slide background set to any level of transparency?  You can check Player > Other > Advanced color editing to find out what the color settings are.
  • Do you have audio or video on the very first slide of your presentation?
  • Can you confirm what version of Storyline you’re using?  Go to Help > About Storyline.

Thanks for the additional detail!  We'll go over some next steps for troubleshooting.

TegOldAccount Griffiths

We had differing results depending on who viewed it. Seems it relates to the browser version. I updated Chrome to the latest version and without republishing the issue went away. Not a solution as I am still unsure why it should happen at all.

I don't use other browsers so I cannot speak to those.

Ashley Terwilliger

Hi Shannon,

I'm sorry that this issue is still plaguing you and your users. As Anna mentioned we've reported it to our team, and they're investigating the issue where the custom player is showing a grey border in the HTML5 output when using a transparent background. We'll let you know as soon as we have an update on this. 

Ashley Terwilliger

Hi all,

A quick update on this issue where a custom player with a white transparent background shows a grey border when viewed using Google Chrome and viewing the HTML5 output.

This issue should no longer be present in your Storyline 360 courses (or Storyline 3 courses). Chrome changed the way that this was being handled and our team confirmed that this is no longer occurring for projects published with the latest update of Storyline 360 (update 16) and also tested back to Update 14 and 15.  You'll want to be on the latest updates of Chrome as well. 

Please let us know here or reach out to our Support Team directly here if you're still running into an issue! 


Hello !

We encountered the same issue lately, it seems to be related to loading time.
On our side it only happens on Internet Explorer. When arriving on a screen with a video, it is greyed, when coming back to it later it gets white. So very much look like a loading time problem. No problem on other browsers.

Crystal Horn

Hi there, AC.  I see that we have an issue with large videos (bigger than 998 pixels in width) on a custom size slide in Internet Explorer on Windows 7 PCs.

Does that match your scenario?  If so, I'll tag this discussion so I can follow up with you.

If not, can you share your .story file, and a link to your output, with us here?  We'll take a closer look and see if another issue is going on.

Katie Riggio

Hey, folks. I'm excited to let you all know that we just released update 18 for Storyline 360–check out all the new fixes here! 🎉

One of the fixes addresses an issue some of you reported where classic players with transparent backgrounds could have gray borders when the HTML5 output was viewed in Chrome.

Here’s how you can update Storyline 360 to see everything the latest release has to offer. Let us know if you have any questions—either here or by reaching out to our Support Engineers directly!

Kydon Digital Media

Hi team, 

Is this issue resolved? I have added a High Definition video into my course in Storyline 360 and when the story.html file is viewed in Microsoft edge, there is a thin grey line that appears few split second and disappears. This issue doesn't happen when viewed in Chrome. Can anyone help, please? Thanks!