Storyline 360 - Characters being cut off

Hi Alyssa,

Welcome to E-learning Heroes! Sorry to hear you’re experiencing this. I’d like to help investigate and ask a few questions:

• Are you uploading files from a network or USB drive?
• Do you feel comfortable sharing your file to see if I can replicate?

I see you mentioned you’ve set your DPI settings to 100%. Have you tried the steps in this article for a clean install?  Sometimes, a simple repair of Storyline can do the trick. Give it a try and let me know how it goes!

I am having the same issue. Can you please update if this has been resolved or known solution?

Hi Allison,

Were you able to check the DPI setting as Ren mentioned? We've heard a few examples of this recently, but haven't narrowed the cause further than the items mentioned above.

If you've tried that already and are still stuck you can reach out to our Support Team here! 

I'm having the same problem. Did this ever get fixed?

So sorry you're running into this, Velda!

While I don't have a solution to share from Alyssa or Allison's case at this time, we're happy to keep digging! To start us off: What DPI setting are you using? Here's how to check!

Let me know, and we'll explore our next steps from there!

Any updates on this? Any character I insert into any project has their arms cut off. It looks like the software is cutting off the outer ~20 pixels no matter the pose. Re-cropping the image to a wider width does not expose more of the character. This is happening on all DPI settings, all monitors, both modern and classic illustrated characters, and all projects both saved on a network and saved locally. Downloading a new character from 360 does not seem to help.

Update: I just uninstalled and reinstalled Storyline based on these instructions and it did not help. https://articulate.com/support/article/How-to-Repair-Articulate-Storyline-360 

Having the same issue. When I go to insert any character it is cutting off the arms and hands if too wide. I checked my DPI setting and they look to be correct. I have attached two examples. 

Hi everyone, I found a workaround - I unplugged my second monitor and worked directly from my laptop screen. Once I did that, the issue went away! I hope this workaround helps others running into this issue.

I have no idea why a second screen would cause an image cropping issue, but given how much trouble Storyline has with multiple monitors and window detection in general, it's likely a symptom of a much deeper issue in the software. Hopefully this helps your QA/engineering teams.

Thanks for chiming in to share the solution that worked for you, Amy.

I'm curious if your DPI settings were the same on both monitors or if there was a variance?

Hi Jeannine and welcome to E-Learning Heroes :)

Thanks for letting us know that you're running into a similar issue as well and that you verified your DPI settings. Were you able to conduct the repair shared above? 

UPDATE TO THE WORK-AROUND...
I was working on two external screens with my laptop closed. That meant I was importing illustrated characters on either screen, not my laptop screen, with a high DPI - and the characters' sides were cut off).

For the work-around, I turned off one external screen altogether and re-started the computer. When I then opened Storyline on the laptop screen, the characters loaded correctly, both on my laptop and on the one external screen. I think doing it this way switched the external screen to the equivalent DPI of the laptop screen. 

I hope this issue can be resolved so that a work-around isn't needed!