Forum Discussion
Pixelated Video in Replay
When I open a video in replay, the image is distorted and pixelated. Thankfully when I published the video as an MP4, it's fine. But I can't see anything when looking in Replay. I have uninstalled and reinstalled Replay and that seems to have worked in the short term (about 2 weeks ago). But opening Replay today is showing the same issue. I don't want to have to keep uninstalling and reinstalling Replay. I have attached an image for reference.
Thanks Steven. I've sent a file to Cleo to use for his investigations - hopefully he and the rest of the support engineers can find the route of the bug once and for all and eliminate it from the software.
Hi Tom!
I'm so sorry to hear that pixelated videos in Replay 360 has been such a pain point for you!
I see that you previously opened a support case and connected with my teammate Cleo. I went ahead and updated your case with the feedback you shared so our support engineers can continue troubleshooting this issue with you.
You should be hearing from them shortly!
To be honest Karen, I find myself a little torn on whether to share workarounds on this forum because it almost feels like Articulate won't bother fixing things while people are solving things for them.
I just hate to think of how many ppl might not be aware of this community and have gotten themselves into trouble on projects because of flaws like this in the software.
Hey Articulate support team - I've just opened a Replay file and this problem still exists. I think judging by the amount of ppl who've commented on this thread there are a lot of ppl running into this problem and not stumbling on the workaround I found. There's probably people tearing their hair out and abandoning projects because of this fundamental bug.
Do you have an update on when your team will fix this please? This thread is 9 months old now.
Hi Tom,
I had actually given up on this as I found a small work around. Similar to what you had suggested (hitting record screen and then canceling), I discovered if I minimized the Replay file and then maximized it, the pixelization went away. Certainly not ideal to have to use a work around but it worked and I was able to complete projects.
Thank you, Karen, for sharing your workaround. I've been finding this weird glitch so frustrating and was looking into other software options. But the minimise/maximise seems to be working for me, too. Cheers.
Worked for me too Tom, thank you!
Disappointed with the lack of priority of this from support. You would think they need their products at least useable...
Hi Tom
How bizarre! You're right, it does work. Thank you so much for replying :)
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 Silva,
I accidentally found a fix for this. If you open your pixelated Replay file, then click on 'Record screen', then immediately cancel the recording (before it starts), the file suddenly un-pixelates itself!
It's a really annoying little bug which I'm sure is easily fixable if they just dedicate someone competent to work on it. Unfortunately the Articulate community is flooded with unresolved threads like these though, that's why they have such a bad rep!
You are an absolute GENIUS!!!! I have been struggling with this for a couple of days and stumbled upon this year-old post this morning. Thank God! I tried all of the other troubleshooting steps without success. I have no words for my gratitude and Thank you SO MUCH doesn't sound nearly enough. Have a blessed day!
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.
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.
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.
