Storyline 360 Eyedropper only sees black

Hi Steve

See attached video - I'm not having any trouble with the eyedropper in SL360 - are you on the latest update? Perhaps you need to do a repair

Thanks for the response. Did repair, eyedropper still doesn't work. Oh well.

Hi Steve,

Could you record us a Peek of the steps you're going through to use the eyedropper? We may just be able to spot something off in those steps too! 

Here you go:

https://360.articulate.com/review/content/dd943664-4665-43e8-a9cf-bf5e5a587843/review

Thanks Steve - it's always curious to me what people listen too, a little easy jazz for the day? 

I didn't seen anything off in your video, and followed the same exact steps and my eyedropper starts out white until I click on something and then it takes on that color. You mentioned doing the repair, which is a good first step and so I'd like to have our Support Team work to see what's happening on your system. I'm going to start a case on your behalf, so you'll get an email shortly from Support@articulate.com 

Hi Ashley,

Were you able to resolve Steve's issue? I seem to be experiencing something similar, except white is the only color the eyedropper is picking up. I have the latest build installed, have restarted my computer, but no luck so far. Thanks!

I've attached my Peek video and have left additional comments in the review tool.

https://360.articulate.com/review/content/3e7927f8-a33d-4ad3-af73-8b4c799afab6/review

Nope, never did get it fixed. If I want  to copy a color,have to  right-click it, go to Format shape, Fill, colors, more colors then copy the hex code (Html)

Hi Bethany,

Steve was advised by our team to do some additional repair steps and if it still wasn't working to come back to our Support Engineers.  

It looks like from your video the teal did take when you grabbed it from the circle and it updated your background. The Peek video also shows the text individual colors, and I saw how it was showing white behind that, but I'd be curious to see your file to understand where that white was coming from. I tested the same thing in my own files, and it did pick up the other colors. It's worth noting that the eyedropper tool isn't picking up the color from where the box is, but where the pointer end of the eye dropper is. 

Let me know if you still need help! 

Thanks! I was able to reinstall the software and the issue seems to be resolved.

Happy to hear that Bethany! Thanks for the update. 

Having the same problem - in Storyline 3.  Reinstalled today, no change.  No matter where I roll that eyedropper around, it's just "picking up" black.  Ugh.

I tried the additional steps and they didn't change anything.

Hi Katherine and Steve,

Curious if you're using an additional monitor when running into this issue?

We do have a similar report for both Storyline 360 and Storyline 3 specific to users getting stuck with a black dropper when using multiple monitors.

Yes, I use two monitors.

Reporting back in from a year ago... I am still having issues with the eyedropper tool as well. I use two monitors with my laptop and am using 360. The eyedropper tool seems to work with just my laptop which isn't a typical use case.

Thanks for confirming, Steve and Bethany. We do have this issue open with our team.

We've seen two solutions shared:

1. Disconnect extra monitor when using the tool.
2. Use: Format Shape > Color > Eyedropper
   • Issue seems specific to: Format Shape > Color > More Colors > Eyedropper

Hey Everyone,

I wanted to provide an update that we released the newest version of Storyline 360, build 3.30.19518.0. The issue with the eyedropper not working with multiple monitors has been resolved in this release!

The first step is to update Storyline 360. Head over to the desktop app and click the "Update" button for Storyline. More detail here.

As always, if you have any questions go ahead and post them in this discussion or reach out to our Support Engineers directly. 

Updated, but still doesn't work.

Hi, Steve!

Thanks for bringing this to our attention, and I'm sorry to hear the eyedropper issue is still there. Because you already updated, this is a great opportunity for our Support team to jump in! I opened a case on your behalf so we can take a second look.

Keep an eye out for an email from the team, and I'll also follow along to share what we find out!

Hi Katie -

Thanks for opening a case for me.  I did hear from support and I tried the troubleshooting steps. Still didn't work though.  I think I just have a computer set up that just won't let the eyedropper work.

I also ran the latest update today and the eyedropper issue is still there. I can get around it by disconnecting my second monitor and using Format Shape > Color > Eyedropper. But I'd appreciate if it could be fully fixed. 

Hi there, Liz. I'm sorry you're still seeing issues when you have more than one monitor. Could you connect with my team here so we can explore your setup too? Thanks!

Hi - I'm having the same issues, I have 2 monitors and can only pick up black with eye dropper. I did disconnect and just use my laptop but it's a far from ideal situation - did you find a solution from the previous posts? (I am using latest update). Thank

Hi Samantha,

Sorry to see you're running into this as well. So far, we haven't been able to recreate this issue on our side since the update. Feel free to reach out to our support engineers and see if they can help you find a solution!

Hi Katherine,

I wanted to pop in to let you know we've released a fix for this issue in Storyline 3 where the color picker was not working properly when there's more than one monitor. You'll find that fix available in the latest update to Storyline 3, which is Build 3.7.20003.0.

To install the latest update to Storyline 3, download it here.

Please let us know if you have any questions, either here or by reaching out to our Support Engineers directly.