Powerpoint has experienced a serious problem - crash

Hi Comly. Welcome to E-Learning Heroes!

Which troubleshooting steps did you follow? Did you take the steps outlined in this article?

Please make sure you're working with local project files:

• Work on your local drive (your C: drive). Working on a network drive or a USB drive can cause erratic behavior, including file corruption, loss of audio, and other unexpected behavior. 
• You should also make sure the directory path to your project files and your published output is less than 260 characters (for example C:\Articulate).
• Avoid using special characters, accents or symbols in your file names (this includes spaces and underscores).

Additional information regarding "Naming Files, Paths, and Namespaces" in Windows operating systems can be found in the following Microsoft article.

Does this only happen with one project? Please try creating a new Presenter project and let me know if you encounter the same errors or crashing when trying to publish.

If the issue continues, please share the error message you're receiving and the steps you're taking before running into the error and crash.

Thanks!

Hello Christine,

Thank you for your reply.

Yes, I'm publishing from and to the local C: drive (C:\Users\Owner\Downloads), I've disabled the UAC, uninstalled and re-installed both articulate and office, run the PRE and POST.bat files, enabled Microsoft .NET Framework 3.5, uninstalled and re-installed Adobe Flash using Internet Explorer and installed all window updates.

I just made a very quick presentation (10 slides) and that published fine, but when I tried the real one (126 slides) I got the error: Microsoft PowerPoint has stopped working. If I hit find a solution, I get PowerPoint experienced a serious problem with the articulate presenter ribbon add-in. If you have seen this message multiple times, you should disable this add-in and check to see if an update is available.

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: POWERPNT.EXE

  Application Version: 14.0.6009.1000

  Application Timestamp: 4cc1a4ed

  Fault Module Name: StackHash_1f2d

  Fault Module Version: 6.2.9200.16384

  Fault Module Timestamp: 5010ae7a

  Exception Code: c0000374

  Exception Offset: PCH_BB_FROM_ntdll+0x00040DA8

  OS Version: 6.2.9200.2.0.0.256.48

  Locale ID: 1033

  Additional Information 1: 1f2d

  Additional Information 2: 1f2d3b73e69086d4f683e960757b9562

  Additional Information 3: f71b

  Additional Information 4: f71b23ffbea53b5c2f26ae7552bc56a2

I just tried a medium-sized course (72 slides) and it gets stuck at a certain slide (another common problem I've been experiencing)

Hi Comly,

Thanks very much for the additional information. 

I'm not sure what's causing the issue, quite honestly. If the reinstall didn't solve the issue, it might be specific to the larger files you've worked with, or possibly something on the machine that we're not seeing.

It might be best to go ahead and contact our support team, so we can look a little closer at what's happening. Please create an Articulate Presenter package with one of the files that's crashing by following the steps in the following article:

Send to Articulate Presenter Package

Attach the .ZIP file to the second page of the following form: 

Submit a Support Case

Please be sure to include a description of your issue and also include the URL for this thread in the case. Also, if possible, please share the case number with me, so I can follow up with you in this thread. You're welcome to share the case number in this thread, or send it to me in a private message.

Thanks!

Hi Christine,

Thanks for your help. The case # is 00340454.

Hi Comly,

I see that Vevette is already working on the case. You should receive a response from her soon.

I'll keep an eye on the case as well and try to follow up with you here.

Thanks very much, Comly!

I know this was a while ago, but can you please post the resolution instructions? Thanks!

Hi Cristine!

I popped in to check on the case referenced above for you.

Solution suggestion that was shared by support:

I noticed Slide 43 has jpeg images while Slide 98 has two images grouped together. Some of our users who encountered similar issues found it was resolved by changing the images to PNG. Please see forum link below:
http://community.articulate.com/forums/t/9794.aspx

You can try pasting the images as PNG for these slides and see if publishing will move forward. For the grouped images in Slide 98, you may do the following:
- Group all of the elements into a single graphic,
- Save the grouped graphic as a picture (.png)
- Delete the grouped graphic from the slide, and
- Replace it with the saved picture.

If the problem still persists, can you try removing these slides and testing if publishing will continue? This is just so we can try to isolate cause.

However, the user then stated:

So I found that if I go through each slide (not just the one it gets stuck on) and make sure nothing is overlapping, the presentation publishes successfully.

Kind of tedious, but certainly better than nothing.