Hello, I just updated Storyline 360 to the latest about an hour ago (Build 3.17.16117.0 launched today) and I'm unable to preview any of my courses. It's in a constant state of generating preview, but it doesn't play anything. Plus, it keeps giving me a crash error ("...something went wrong with Articulate Storyline..."). Anyone else experiencing this issue?
I heard a few other users who had run into similar issues (although I haven't yet replicated it) so I know our team is taking a look at that one on one. I'll open up a case for you so that we can dig a bit deeper and if needed get you a roll back to an earlier update.
Hi Megan. Same problem here on one slide. Mine was a double arrow object on one slide that I had to delete. Maybe try deleting an object one at a time on the slide to help narrow it down. I have already submitted that bug but I'm not sure if other objects are impacted.
It depends on the player since I tested both. Classic player it's a loading state (spinning wheel) and the modern player looks blank (no spinning wheel, though I'm assuming it's still in a loading state)
Thanks Brent, but I think my issue is different. I've tested several different projects. I also started a new project with one blank slide and had the same issue with it not previewing and crashing.
I'm actually a Mac/VMWare user and haven't run into the same issue that others have seen today, so I'm not yet sure what the cause is! I see that Angelo has been assigned to your case, so he'll be in touch soon with those directions.
Thanks, Walt. I see your Update 17 link freezes once getting to the second slide. Is that what you're seeing? I see we've got your case too - and you're working with Wilbert. You're in great hands!
I am experiencing this too. Uninstalled the software via 360 control panel and then reinstalled Storyline - same problem, and I tried it in several different projects. I'd be glad to screenshare with someone if needed. This is urgent, and I would prefer to downgrade to the prior release ASAP. Please advise how I can do this.
Hello, I also updated my storyline 360 and I have the same problems, I can not preview or publish my courses. Attached video. I await a prompt solution from Articulate.
I'm sorry you ran into an issue with the latest update.
Walt, Our team is actively investigating an issue that matches your video, where the straight or double arrows are causing issues in Previewing/publishing Storyline 360 Update 17 content.
If you need to rollback to an earlier version, we're happy to help you do so.
Two other workarounds noted by our team for this issue are:
Save the arrow as an image then insert it into your project.
Under Format menu, adjust the width pixel value to 1 instead of 0
Steve,
I also saw you were working with Miker to pull some error logs, so I'll defer to his expertise at the issue you're running into. I do see that he provided you the directions to rollback to an earlier update while we continue to work through this issue.
Luca,
It looks like you are only seeing this with an inserted character, not the arrow behavior Walt and Steve have shared. I saw you're also working in a case, and Miker advised pulling the error logs. We'll keep an eye on this and confirm if it's one of the issues connected to our latest update.
FYI, I am not experiencing the problem because of an arrow object. The software crashes even on a blank new project.
I have been issued a downgrade yesterday and was able to complete the edits to existing projects. However, as of this morning, I am experiencing another new problem where clicking on objects (such as to change the name of a slide in the Slide Layers panel) causes no response. Clicking around on various objects causes latent response. It's like the project is haunted!
I followed all the steps and the problem persists in the computer that has windows 7, I can not preview a new project or publish. On a computer with windows 10 if it works.
Sorry, I misread your issue, but I have no doubt that you're in good hands with Miker. He's taking a look and please let him know about your most recent issue too.
The issues we've seen in Update 17 have been few, but far-reaching for a number of our customers, so we're working as fast as possible to get fixes out to you. I appreciate your help in sharing honest feedback with us. We know this isn't how you wanted to end your week.
Another update was released this am for Storyline 360, and that should resolve the issue for some users couldn't preview or publish after installing a recent update. We're sorry about that!
You'll want to look for the update released today (June 27, 2018) and once updated you'll find the build number of 3.17.16188.0 in your About Articulate Storyline window.
FYI, I worked directly with Support via screenshare a coiple days ago to test a variety of settings and setups to isolate the problem. The result was the release of the current update which worked perfectly once I installed it yesterday. So go forth with confidence.
What version of Storyline 360 are you using? You can check it by clicking the Help tab, then clicking on the "About Storyline" button on the ribbon.
Does this happen only with one file in particular? If so, importing it into a new file may fix this issue. If this is happening in all your Storyline files when you preview, you might want to check this article out to fix erratic behavior.
Welcome to the community, chinedu! We're here to help. 😊
Is this happening with multiple project files or a specific one? If with many, a simple Storyline 360 repair should do the trick! If it's with a certain course, could you share the .story file here for me to test – you can use the Add Attachment button in your reply or use this upload link if the content is private.
Also, what Storyline 360 update are you on? To find this detail, go to the Help tab > Click About Storyline.
30 Replies
Hi Megan,
I heard a few other users who had run into similar issues (although I haven't yet replicated it) so I know our team is taking a look at that one on one. I'll open up a case for you so that we can dig a bit deeper and if needed get you a roll back to an earlier update.
Keep an eye out for an email from Support@articulate.com!
Thanks Ashley. Got the email. I would love a rollback if it doesn't get resolved today.
On a separate note, I'm a Mac/Parallels user. I'm wondering it the other reported users are too.
Hi Megan. Same problem here on one slide. Mine was a double arrow object on one slide that I had to delete. Maybe try deleting an object one at a time on the slide to help narrow it down. I have already submitted that bug but I'm not sure if other objects are impacted.
Hope that helps!
Hey Brent,
Are you seeing a blank slide or does the slide preview remain in a loading state?
It depends on the player since I tested both. Classic player it's a loading state (spinning wheel) and the modern player looks blank (no spinning wheel, though I'm assuming it's still in a loading state)
Thanks Brent, but I think my issue is different. I've tested several different projects. I also started a new project with one blank slide and had the same issue with it not previewing and crashing.
I'm seeing what Brent is seeing
Ashley,
While I'm getting set to submit, check these two versions of the same file with no changes made to ikt.
Published by version 3.15: https://360.articulate.com/review/content/7f491d98-f0d9-4ba3-a49e-d408af4dd60b/review
Published by version 3.17:https://360.articulate.com/review/content/24ac4e5f-328b-42d8-8185-c0c3a2b8b897/review
Hi Megan,
I'm actually a Mac/VMWare user and haven't run into the same issue that others have seen today, so I'm not yet sure what the cause is! I see that Angelo has been assigned to your case, so he'll be in touch soon with those directions.
Thanks, Walt. I see your Update 17 link freezes once getting to the second slide. Is that what you're seeing? I see we've got your case too - and you're working with Wilbert. You're in great hands!
Yes, and I've Isolated it to this problem.
I am experiencing this too. Uninstalled the software via 360 control panel and then reinstalled Storyline - same problem, and I tried it in several different projects. I'd be glad to screenshare with someone if needed. This is urgent, and I would prefer to downgrade to the prior release ASAP. Please advise how I can do this.
Hello, I also updated my storyline 360 and I have the same problems, I can not preview or publish my courses. Attached video. I await a prompt solution from Articulate.
Hi Walt, Steve, and Luca,
I'm sorry you ran into an issue with the latest update.
Walt,
Our team is actively investigating an issue that matches your video, where the straight or double arrows are causing issues in Previewing/publishing Storyline 360 Update 17 content.
If you need to rollback to an earlier version, we're happy to help you do so.
Two other workarounds noted by our team for this issue are:
Steve,
I also saw you were working with Miker to pull some error logs, so I'll defer to his expertise at the issue you're running into. I do see that he provided you the directions to rollback to an earlier update while we continue to work through this issue.
Luca,
It looks like you are only seeing this with an inserted character, not the arrow behavior Walt and Steve have shared. I saw you're also working in a case, and Miker advised pulling the error logs. We'll keep an eye on this and confirm if it's one of the issues connected to our latest update.
FYI, I am not experiencing the problem because of an arrow object. The software crashes even on a blank new project.
I have been issued a downgrade yesterday and was able to complete the edits to existing projects. However, as of this morning, I am experiencing another new problem where clicking on objects (such as to change the name of a slide in the Slide Layers panel) causes no response. Clicking around on various objects causes latent response. It's like the project is haunted!
Something very bad has happened here.
Thanks, Ashley
I followed all the steps and the problem persists in the computer that has windows 7, I can not preview a new project or publish. On a computer with windows 10 if it works.
Hi Steve,
Sorry, I misread your issue, but I have no doubt that you're in good hands with Miker. He's taking a look and please let him know about your most recent issue too.
The issues we've seen in Update 17 have been few, but far-reaching for a number of our customers, so we're working as fast as possible to get fixes out to you. I appreciate your help in sharing honest feedback with us. We know this isn't how you wanted to end your week.
Hi all,
Another update was released this am for Storyline 360, and that should resolve the issue for some users couldn't preview or publish after installing a recent update. We're sorry about that!
You'll want to look for the update released today (June 27, 2018) and once updated you'll find the build number of 3.17.16188.0 in your About Articulate Storyline window.
FYI, I worked directly with Support via screenshare a coiple days ago to test a variety of settings and setups to isolate the problem. The result was the release of the current update which worked perfectly once I installed it yesterday. So go forth with confidence.
Thanks Steve and Ashley! It worked for me too! Thanks for updating this thread.
Glad to hear it, Megan! And thanks Steve for all your help tracking this one down.
Having the same issue now. keeps crashing when i want to preview
Hi Chinedu,
What version of Storyline 360 are you using? You can check it by clicking the Help tab, then clicking on the "About Storyline" button on the ribbon.
Does this happen only with one file in particular? If so, importing it into a new file may fix this issue. If this is happening in all your Storyline files when you preview, you might want to check this article out to fix erratic behavior.
Welcome to the community, chinedu! We're here to help. 😊
Is this happening with multiple project files or a specific one? If with many, a simple Storyline 360 repair should do the trick! If it's with a certain course, could you share the .story file here for me to test – you can use the Add Attachment button in your reply or use this upload link if the content is private.
Also, what Storyline 360 update are you on? To find this detail, go to the Help tab > Click About Storyline.
This discussion is closed. You can start a new discussion or contact Articulate Support.