What gives? Extra white space in published product.

Hi all,

I'm having an issue with one of my courses that I've encountered before. 

I have a single slide and the slide contains a video. The video is the same exact dimensions as the slide. In this case, it's 720x405. I didn't resize the video at all. In the preview mode, everything looks as intended-- the video is shown on a single slide and the video encompasses the whole screen.

When I publish the video and view my project, I see one single white line on the right side. Has anyone else encountered this issue?

10 Replies
Tyler Banh

Hi Lauren,

Thank you for the suggestion. I went into the Player Properties and used the settings you showed but it did not resolve the issue. See the attached image.

What I've been doing is expanding the video so that it fills beyond the dimensions of the white background. For example my story size is 720x405 but I had to adjust the video to be 722x406. 

I'm still not sure what the root of the problem is.

Ren Gomez

Hi Tyler,

Thanks for sharing those details and the workaround you're using! It looks like you may have run into an old bug that was fixed during update 31.

If you're up to date and are still running into the issue, we'd appreciate you connecting with our support engineers to confirm if this is indeed a bug, or if the problem can be fixed!

Tyler Banh

Hi Ren,

After reading your response, I did see that my version of Storyline 360 was not fully updated. After updating the program and trying again, I ran into the same issue.

I'm attaching the Storyline file here. What you'll see is that the story size is 1920x1080, which is the exact same dimensions of the original video. So the video fits perfectly into the story. Even in the Preview mode, the video fits perfectly. I'm not understanding why the extra white line on right side only shows up after it's been published.

Tyler Banh

Hi Vincent,

I took your suggestion and imported the mp4 file into a new Storyline course. After I published, the white line went away. Everything displayed correctly. I tested other mp4 files in new Storyline courses too and didn't run into the issue again. Updating the program definitely helped.

I'm wondering if it was because I had initially created this project in an outdated version of the program, so that no matter what, it was still going to have that issue.

Thank you, all, for your help. I'll consider this case closed. If any similar issues arise, I'll bring it up again.

Tyler Banh

Hi Vincent,

I was frustrated to see this issue again when I tried to publish another video. I felt certain and hopeful it had gone away as of my last session.

I've attached two items here. The first is a project that includes the original mp4 file. The second is a screenshot of the video after it has been published.

I double checked that my Articulate software is fully updated. Is there any way you could look into my work? Thank you.

Vincent Scoma

Hi Tyler,

That is odd, and I can understand your frustration. I am sorry to see that the white line has re-appeared. I am going to open up a Support Case on your behalf so we can investigate this further. 

In the meantime, a workaround that might help is to change the background slide color. For example, for the course you shared, I changed the color of the background to match the Modern Player.

Here is the published output: 

Please be on the lookout for an email from Articulate Support! 

Stephanie Walton

Hi Vincent,

I just had the same problem today. I'm working on a series of courses using a black background style with the dark player theme. After trouble shooting, it appears that the white line on the right is appearing as of this recent update. It also appears to be isolated to Review 360. I do not see the white line in preview mode or in the LMS published HTML story file. Nor when tested in SCORM cloud.

I double checked each slide had the black background style, adding a black shape on the slide master, expanding the image wider than the screen. I played with changes to the slide master and individual slides. Always the white line.

When I viewed a previously published course to Review 360 from 12 days ago (pre-update) the line wasn't there. To confirm it was an issue with this update, I republished the same course to Review 360 and the white line now appears on every slide.

During my trouble shooting, I noticed the slide master looks a little off, and shared a screen shot of that, too.

Thanks!

Vincent Scoma

Hi Stephanie, 

That is some thorough troubleshooting here! It is odd that the white line only appears when you publish to Review 360. 

With your permission, I'd like to take a look at your project file to investigate what's happening. You can share it publicly here, or share it privately by uploading it here. I'll share my findings delete it when I'm done troubleshooting!