Pixelated Video in Replay

Hello Karen!

Thanks for reaching out! Have you tried importing any other videos? If so, are they all pixelated?

It would be helpful to see your project. Do you mind sending us the video that you're importing? You can attach it to this discussion or privately in a support case. 

Hi Lauren!

My apologies - it's not the video that is the issue - it's the Replay file. When I start a new Replay project, I either import a video or record my screen directly in Replay. Everything is clear and it all works. The issue comes in when I save the Replay file and reopen it. That is when everything is pixelated. I'm not even sure pixelated is the right word - the image that I attached in my original post is what I see. So when I start a project, I either need to finish it in one sitting (which isn't always possible) or just never close it (which is also not really possible). When I publish the replay file as an MP4, it does work and looks perfectly fine - which is great but hard to make any edits or adjustments. It is just when I am working in Replay. This is for any existing Replay file that I have.

Hello Karen, 

You should definitely be able to close out your project and open it without encountering any issues. I'd recommend doing a repair of your Replay 360 installation to see if this helps. 

• Replay 360: How to Fix Unexpected or Erratic Behavior

If the issue persists, I'd recommend going with Lauren's suggestion to open a case with our support team so we can look into the matter further. 

Thank you Joe!

I agree that I should be able to close out and reopen my projects without any issues. I have tried the troubleshooting suggestions with no success. I will be putting in a case with the support team. I am also checking with 2 of my colleagues that use Articulate to see if they are having issues. I was recently given a new laptop so I'm wondering if that is part of the issue.

Hello,

I also encountered this problem today.

I screen-recorded a video on Replay and saved the project. It was working well at that time. Then I came back to the project and I got a pixelated file.

I tried to see if it was my file, but even when I imported a video file I recorded using a camera it showed up as pixelated. 

Like Karen, I also saved an mp4 version beforehand and that is okay. 

What is going on? Please see the screenshot. 

Is there any update to this bug? I can see these posts were 2/3 months ago but I've just encountered the same issue.

Unfortunately, due to the nature of my organisation, I can't share my file.

Any updates would be very appreciated. 

Hello Tom, 

Thanks for letting us know you are experiencing this issue! Sorry that you're going through this! There currently hasn't been any movement on this as we prioritize other fixes.  In the meantime, have you tried repairing your Replay 360 installation?

If you have and the problem still persists, please open a case with our support team.

Hi John,

Thanks for your swift response. 

This is a bug that literally prevents me from progressing with the job I'm doing so I'm amazed that this bug isn't a top priority. Replay is completely useless to me until this is fixed as I can't see the video I'm trying to edit.

Sorry to moan, I know it's not you but unfortunately there seems to be a repeated theme at Articulate where bugs aren't fixed for months on end - there are endless threads on this forum that aren't resolved on the Storyline side. For such an expensive piece of software, the technical support severely lets the company down and it doesn't seem to be improving.

I'll open a case, thanks.

I've had an open case since November about this too. Exactly the same issue - we've just done a full uninstall including the clean-up file (which was being blocked because it's on an http file rather than https!), followed all of the instructions and still my Replay screen is pixelated.

I agree with Tom, it is literally preventing me from doing my job as I can't see where to edit or drop in lower third text.

We'll have to start looking at other products if it isn't resolved soon, and I'm sure we wont be the only company doing that.

Hi Tom

 

How bizarre! You're right, it does work. Thank you so much for replying :)