Articles on: FAQ & Troubleshooting

Using custom image as video background is BLANK

Are you trying to use your own images to the video background but not showing in the final result, in other words the background is blank?

If you want to use your own images as the background of your ReachOut.AI videos, you need to follow some simple steps and guidelines to ensure that the image is correctly processed and displayed. Otherwise, you may end up with a blank screen or a timeout error, as some users have experienced. Here's what you should do:

Step 1: Choose a Suitable Image

Before you upload your image, make sure it meets the following requirements:

File format: PNG or JPG
Size: less than 300KB
Resolution: 1280x720 or higher
Aspect ratio: 16:9 or 4:3

To reduce the file size of your image without losing too much quality, you can use an online tool such as TinyPNG ( Just drag and drop your image onto the page, wait for it to compress, and download the optimized version.

Step 2: Upload the Image Correctly

Once you have a suitable image, you need to upload it to the right field in ReachOut.AI. Follow these instructions:

Go to Step 2 (Video Personalization) in your campaign
Click on the "Image" tab in the "Video Background" section
Choose the white (+) icon that appears appears on the left
Click on the "Select Upload" button and choose your image file
Wait for the upload to complete (it may take a few seconds)
Click on the "Use this" button to apply the background

Note that you should not copy and paste the image URL directly into the URL field, as this may cause the system to time out or reject the image. Instead, use the "Upload" tab to select and upload the image from your computer.

Step 3: Preview and Adjust the Result

After you have uploaded your image, you can preview the result by generating a sample video.

However, if you notice any issues or glitches with the image, you can go back to the video personalization step and adjust the image settings, or size.

If you encounter any issues or have any questions, don't hesitate to contact our support team for assistance.

Updated on: 23/03/2023

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