Troubleshoot images and videos

Applies to: Kingdom 6.2.0 and later. Added in: Kingdom 2.0.0. Last checked: 2026-10-13 against Kingdom 6.2.0.

Use this page when an image or a video in Kingdom looks cropped, uneven or does not play. Each answer names the setting to check and the page that explains it.

Where to find the settings: Theme settings → Product card for product images in grids, Products → Default product → Product page for the product gallery, and the section's own settings for slideshows and videos.

Why are my images cropped?Copy Anchor Link

Because the section fills a fixed shape, and the image is cut to fit it. Full-width and full-screen sections, such as the slideshows, Image with text and the Flex cards, always crop part of an image on some screens. To keep the important part visible:

1. Use the recommended sizes, for example 1920 x 1040 px for slideshow images.
2. Keep text and faces away from the edges of the image.
3. Set a focal point on the image in the theme editor's image picker; Kingdom crops around it in most sections.
4. Add a Mobile image where the section has one, in portrait format for phones.

See Recommended image sizes.

Why are my product cards different heights?Copy Anchor Link

Because Media aspect ratio is Natural, the default, and your product images have different shapes. Natural shows every image at its own proportions. Resize all product images to the same size, or choose a fixed ratio in Theme settings → Product card → Media aspect ratio: Short (4:3), Square (1:1), Tall (5:6) or Taller (2:3). A fixed ratio crops images that have another shape. See Product card theme settings.

Why are my product page images too large or cut off?Copy Anchor Link

Because the gallery style does not suit the shape of your images. Use Gallery style Scroll for square or landscape images, and Slider only for portrait images. With Slider, keep Scale slider images to fit the viewport on so tall images fit the screen instead of being cropped. Both are in Products → Default product → Product page. On phones the gallery is always a slider. See Product page.

Why does my background video not play on mobile?Copy Anchor Link

Because the phone blocks autoplay. Phones can stop videos from playing on their own, for example in low power mode, with data saving on, or on a slow connection, and the mobile browser decides. The Video: background section plays the video muted, which most phones allow, but the phone has the last word. Upload a Fallback image: Kingdom shows it where the video cannot load. See Video: background section.

Why does my popup video not load?Copy Anchor Link

Because the link in Video URL is not one Shopify can read, or the video does not allow embedding. Paste the complete link from the browser's address bar, such as https://www.youtube.com/watch?v=…. Check that the video is public or unlisted and that embedding is allowed on YouTube or Vimeo. See Video: popup section.

Why does a video in a flex card show an empty area?Copy Anchor Link

Because the Card, Media card and Text card show only the video when one is set. When the video cannot play, the image of the same card does not take its place, although the editor note says so. Use a short MP4 file, or remove the video and use the image. See Flex card.

Why is my logo blurry?Copy Anchor Link

Because the uploaded file is smaller than the size it shows at. Upload the logo at least twice as wide as Logo image width in the Sidebar section, for example 400 px wide for a 200 px logo. A PNG or SVG with a transparent background works best. See Sidebar section.

Still not working?Copy Anchor Link

Contact Krown support with a link to the page, the device and browser, and the image or video file you used.

Related pagesCopy Anchor Link

• Recommended image sizes: sizes for every place an image appears.
• Video: background section: looping video with a fallback image.
• Video: popup section: YouTube and Vimeo videos.
• Product card theme settings: the media aspect ratio of product cards.
• Product page: the gallery style and zoom.