Video thumbnail oddly pixelated and discolored
Sep 13, 2022
By
Kim Merritt
I've noticed the fantastic image quality of the thumbnails on your stock courses, but I can't seem to replicate that on my own courses. When I upload a video into Rise, the self generated thumbnail of the first second of the video is pixelated with a wonky color. It looks awful. That's not the way the Rise stock courses look. What am I not doing? What video settings or export settings need to be used to have my videos look as good in Rise as they do out of Rise?
(examples - How to Stick to Your Goals - Rise stock course - looks great, other video image is my course and looks horrible)
12 Replies
Hello Kim,
Thanks so much for reaching out! Sorry to hear you are running into pixelated video thumbnails. I understand your frustration!
I see that you opened a support case and you are working with my colleague Robert. Great call! You are in good hands.
We'll continue the conversation over in the support case.
Hope you have a great day and happy developing! ✨
Hi Luciana,
Is there a solution to this? I've been facing the exact same issue right now.
Hi, Liyana! Sorry to hear you're having this issue with your video thumbnail in Rise. We'd be more than happy to troubleshoot your course so we can provide you with the appropriate solution. Would you mind opening a support case here? Our customer support engineers will reach out and work with you directly to resolve your issue.
Hi Luciana, Is there a solution to this? I've been facing the exact same issue right now. Best Peter
Hi there, Peter! One possible reason you're seeing degraded thumbnail quality in your uploaded videos is that the video is being "stretched" to display larger than its original resolution. We can validate this by taking a closer look at the video file you've uploaded to Rise 360. You can share that video file with us by opening a case here, and we'll delete it as soon as we're done testing!
Hi I am having the same problems on my account, the video it self is in fine quality but the thumbnail is really pixeled and discolored
Hi! I am also having this issue with a video I've uploaded natively into Rise 360. The thumbnail is much lower quality than the video itself.
Hello Solon and Dorsa,
I'm sorry for the trouble with the video thumbnails in your Rise 360 courses; I'm happy to help! Can you confirm the aspect ratio of the videos? We recommend using 16:9 for the best results.
If the issue persists, could I have you connect with us in a case so we can determine what's happening? We'll reach out soon after we hear from you.
Wow! I posted this issue on September 13, 2022. When no one through this method could figure this out, we talked face to face with Victor Reyes at Dev Learn back in October 2023 about this. It's still not fixed. It has never worked. I'd love it to work, especially since it works just fine for your videos in your Rise courses. Maybe you and Victor can get together and figure this out. Hopefully in less than another year.
I'm having the same issue, it's really frustrating. Aspect ratio on our videos is correct. I will submit a ticket, but it's sounding like this is a known bug.
Also, FWIW, I have only noticed this issue on Rise courses developed in the last 6 months or so since switching jobs & Rise accounts. Courses I developed on my old company account didn't seem to have this issue, but I no longer have access to it to test
Hi Kristen,
Thanks so much for reaching out. I see that you've opened a support case and you are working with our colleague Philam. You're in great hands!
We'll continue the conversation over in your case.
Have a great start to your day!