Forum Discussion

MegStorey's avatar
MegStorey
Community Member
8 months ago

black lines on edge of mp4's imported into Storyline

Hello, I've searched here for possible answers to an issue I'm encountering with imported videos/mp4's in my Storyline course.  
When I preview the slides, many of the videos which I've cropped or re-sized to only take up a portion of the screen have black lines usually either on the bottom or right hand side of the video or both.  

I did find a discussion here where it was explained that the dimensions need to by divisible by 8, but even when I try to crop or re-size the mp4 to these dimensions divisible by 8 I'm still encountering the problem.  I am creating the animations in a graphic design software called KeyShot (which I'm fairly new to), and most of these are rendered at 1920 x 1080 but when I import the video into Storyline, it automatically converts it to the size of my story screen which is 1365 x 768.  

I have moments when I think I've fixed the issue, but then later I see the lines again.  

storyline 360
  • TedNguyen-f8061's avatar
    TedNguyen-f8061
    Community Member
    4 months ago

    Hi. 
    I tried scaling on my end, and it doesn't change anything.  I am using Edge and noticed that if I scale the browser to a different size, the black line on the edge would go away.  This still not ideal when the courses are normally being viewed at 100% browser size.

    • LucianaPiazza's avatar
      LucianaPiazza
      Staff
      4 months ago

      Hi Ted, 

      Thanks for reaching out and sharing what you're experiencing. I've gone ahead and opened a support case on your behalf. One of our talented Support Engineers will be in touch shortly via email. We appreciate your patience. 

      We'll continue the conversation over in your case. 

  • StevenBenassi's avatar
    StevenBenassi
    Staff
    8 months ago

    Hi Meg!

    Happy to help with this!

    It would be easier to assist if we could have a closer look at the .story file that's been giving you trouble. Are you comfortable sharing a copy here in the discussion or privately through a support case?

    In the meantime, my teammate Joe shared a troubleshooting step in a related thread you may find useful.

    Looking forward to hearing from you!

  • AndrewHoskins's avatar
    AndrewHoskins
    Community Member
    8 months ago

    Was there a solution to this? I am encountering the same issue.  I ended up having to manually add lines on the other sides of the video creating a 1-pixel frame around the video.  I don't want the frame, but it was the only way to make it look like the lines were supposed to be there.  I also tried laying a box over the unexpected lines to cover them with the same color as the background and that did not work.

    • StevenBenassi's avatar
      StevenBenassi
      Staff
      8 months ago

      Hi Andrew!

      Sorry to hear you've also run into this setback!

      If you're comfortable sharing your .story file, I'd be happy to take a closer look to see what adjustments can be made. Feel free to upload it here in the discussion or privately through a support case.

      We'll delete it from our system as soon as troubleshooting is complete!

  • ClaireWorley-34's avatar
    ClaireWorley-34
    Community Member
    5 months ago

    Was there any solution for these posts? Could you please update with proposed fix?

     

    • JoseTansengco's avatar
      JoseTansengco
      Staff
      5 months ago

      Hello C Parkins, 

      Sorry to hear that you ran into this issue. 

      We are currently monitoring a bug where black lines appear around a video if the edges of the video and player background are white when the scaling setting is set to more than 100%. As a troubleshooting step, please adjust the scaling of your monitor to a value equal to or lower than 100%, and let me know if this changes anything.

      To change the scaling, right-click anywhere on your Desktop, select Display Settings, and modify the Scale option.

      If changing the Scale value doesn't work, please share a copy of your project file here or in private by opening a support case so we can check what's causing the black lines to appear in your video. We'll delete it when we're done testing!

  • RobErvin-2ef989's avatar
    RobErvin-2ef989
    Community Member
    4 months ago

    I'm not seeing any remedy with scaling to 100%. I'm seeing lines on two sides of the video and scaling only removed one line. I'm opening a support case.

    • LucianaPiazza's avatar
      LucianaPiazza
      Staff
      4 months ago

      Hi Rob, 

      Hope that you're having a great start to your week! Great call opening a case. I see that you're working with our colleague Mark. You're in excellent hands! 

      We'll continue the conversation in your specific support case as well. 

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