- When opening Help Center articles on a mobile device, the video walkthrough appears partially displayed—only about half of the video is visible on screen.
- Users can manually scroll horizontally to view the rest of the video.
- This creates a less optimal user experience since the video does not automatically adjust to fit the full screen width of the device.
- It is currently unclear whether this issue is limited to Android devices or also affects iPhone devices.
Questions / Request for Assistance:
- Is it possible to implement responsive video scaling so that video walkthroughs automatically adjust to the device’s screen size (both Android and iPhone)?
- Can a full-screen viewing option be included to improve usability and accessibility?
It’s possible that your Help Center theme or configuration—such as where the element is set to appear (specific pages and/or screen sizes)—is contributing to the issue. As a best practice, we recommend testing with the updated Copenhagen theme to see whether the behavior persists.
I also noticed you’ve already contacted our team under ticket #14423451. Thank you for that. Please allow some time for the assigned specialist to review and investigate. In the meantime, if you have any additional details that weren’t included in your original request (especially the items I mentioned above), feel free to add them to the ticket at any time.
Thanks,