Why won't Articulate Support accept a .JPG (but accepts a .jpg) !?!?

Jan 22, 2020

Is there a reason that Articulate Support will accept .jpg files but not .JPG files?  In my opinion they are the same file type, and the support system is blocking me on the semantics of capitalization. 

Has anyone else had this issue or is it just me?  (see my screenshots)

It's really frustrating when I try to upload screenshots of my issues when I am creating a support case, and I'm told that they won't accept .JPG files, which is how all of my image files are saved.  This is a longstanding issue I've had for many months, and I'm surprised I haven't been able to find any other discussions about it. 

The way I have to work around it is by changing the file extenstion to lowercase, which is a really annoying extra step. 

3 Replies
Sara Fromme

Which app are you using?  I tested with the images you shared that have the .JPG extension in Rise and Storyline and didn't have an issue. Perhaps you can share an image where that is an issue for you.

How are you creating the .JPG? It may be an issue with the image and not the extension. There can be issues in the filespec.

If you need to rename images, there are tools like Imagetuner that will do batch renaming for you.

Leslie McKerchie

Hi Meghan,

Thanks for letting us know that you had issues uploading those image files and for sharing images to demonstrate.

I've shared this with our team and they've added it to their list. 

I'm glad that adjusting the suffix from .JPG to .jpg is working in the meantime, but I understand that it's frustrating.

I was curious of the issue you might need assistance with, but it looks like you worked with Gerald on it.

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