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imported element disappears

They may help me? Update to version 2.1.21 and am having a serious problem. When importing some svg files and place them in the desired position once you move away from that image imported element disappears, ie is there but not seen on the screen. The same applies to export in any format. What can be the solution? Thank You

see: in the first image I put the smile (sgv of illustrattor) and the second image is not smiling.

Hi Die,

this issue is one that we are aware of where elements become invisible at certain zoom levels.

a possible workaround, if you are able, is to

-take the image out to an SVG editor (like Adobe illustrator or Inkscape) (for library images this is done by putting the image on the canvas then right-clicking and choosing 'export to SVG)

-with the pencil, draw a large circle around the outside of the image (I mean BIG!), setting the point size to zero (so that it doesn't get drawn)

-save and import to VideoScribe

This will make the image import a lot smaller with a massive invisible border, but it can be resized to whatever you want and when you zoom out the actual image remains.

thank you very much Matthew ! worked well the option to draw around something much bigger.

has this issue been resolved yet? this is about the 4th problem I have had in as many days with this software. i have never come across a piece of software that needs so many work arounds.  

Not yet... on average we release a new version of the software a month and aim to fix a bug or two in each version with a new feature or two added as well. Obviously depends on the size of the features/bugs on how much we can get done a month but our developers are always busy working away. We use the number of faults we get reported on issues as well as forum posts to guide us which are the bugs that are causing the most hassle for customers and use that to prioritise our work

Hi Barry,

I recently picked VS backup for a client project and am getting the same reaction when zooming at different levels. I see that this issue has been going on since November of last year (your last post). Why is this bug not fixed? This seems like it would be a top tier fix to me.
Can you please explain your workaround to me again. I didn't quite understand. I should also mention, the elements that are disappearing are SVGs saved from the latest version of Illustrator CC 2015.



attach your scribe here as a .scribe file or save it to the cloud and tell customer support the name of it. Also mention exactly which images are disappearing.

- Mike (videoscribe user)


Thanks Mike!

Attached is my example. I created a separate file to isolate the issue. You can see at 83% it is fine, but when I zoom out to 75% only part of it shows and even further out it completely disappears. This is happening with more than a few elements. It was even happening with the built in "scribble" element. 

I was running an earlier version (which I thought I updated to the latest), so I just updated to 2.3.5, but am still seeing the issue.

Thank you for your help!


 if I save the envelope as an SVG and import a new copy into the scribe, the new copy zooms all the way down to 5% with no problems. This suggests a difference between your videoscribe and mine.

One possibility is that I am still using version 2.2.5 I think, so that may be a factor but....

My guess is that you have your default image quality setting too high, but that's just a guess. try a default of 600 or 800 when you are not specifically trying to sharpen up an image.

You could also add a transparent ellipse to your SVGs as suggested above.

Close your scribe, click the cog/gear icon in the lower right. if your default image quality is over about 800 or 900, try a lower value.


-Mike (videoscribe user)

Thanks Mike! You're awesome!

I did have my image quality really high and reduced it. It's working well now, thank you!!


oh GREAT!  Thanks for sharing your results!


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