32 Replies
Justin Grenier

Good Afternoon, Mario.

This is not a known issue, and a quick search of our archives produces only one instance of the problem (over 5 years ago) that was resolved by closing multiple concurrently-running instances of Microsoft PowerPoint.

If the problem persists, always save and publish to your local hard drive (typically your C: drive). Working on a network drive or an external (USB) drive can cause erratic behavior, such as file corruption, an inability to save changes, and loss of resources.

Lastly, if you're experiencing unexpected behavior in Articulate Studio '13, I recommend taking a look at this article.

Please let us know if you need anything else, and have a great day!

Mario Gervais

I did search « run-time error » with your search tool and didn't get any result...

And, thinking this have been resolved by [...closing multiple concurrently-running instances of Microsoft PowerPoint...] is pretty weird. Is this have been confirmed by developers from Articulate or is it just what you think? When the bug occurred, I had to open the monitor to stop the process and I've seen only one process running.

We always work on local drive.

The option of re-installing Presenter is also pretty weird and unacceptable Justin... I never had to re-install any software since the end of Windows 1998. This software is suppose to be ready to go, ready to use and friendly user no? I am spending 75% of my working time talking with you guys. This is not productive.

It could be interesting if your team plan to work seriously on this.

Thank you

Justin Grenier

Hello again, Mario.

If this error was a widespread defect within our application, I'd expect to see more frequent reports of the problem. As it seems to be quite rare, I expect that the problem is more of an environmental issue.

To restate, I have seen only one instance of this problem before, and here is where the user reported that the problem was resolved by closing multiple concurrently-running instances of Microsoft PowerPoint. Naturally, the problem never made it to our Engineering Team since the user immediately reported that they had resolved the problem so simply.

If you'd prefer not to attempt the solution that I suggested, we'd certainly invite you to submit a Support Case so that we can take a closer look at the problem. Thanks!

Mario Gervais

Ok... So here is the facts :

  • I first have the bug on a PC with Windows 7 running Office 2010
  • I tried to reproduce the bug on another PC with Windows 7 and Office 2010 : Bug happen
  • Then I tried to reproduce the bug on another PC with Wndows 8 and Office 2013 : No bug
  • Then I tried again to reproduced the bug on another PC running Win 7 and Office 2010 : Bug happen
  • So finally, I tried to reproduce the bug on another PC running Window 7 AND Office 2013 : No bug

So would you please try to reproduce the bug on one of your computer running on Windows 7 AND Office 2010? Is Win 7 and Office 2010 is a supported environment?

Remember that this bug happen only with these steps :

  1. Capture a narration
  2. Save and close
  3. Click again on Capture a narration
  4. The message error appear, as you can see it in the attached.

PS : The project doesn't have any importance. You could reproduce the bug with a blank project.

Thank you for your precious collaboration.

Mario Gervais

Is this because you tried this on a 32bits system? Would you try it on a 64bits Win 7? Most of our employees are with Win 7 64bits and Office 2010 32bits

Maybe but, Why this ultimate « solution » of re-installing the software? Is this something wrong with Articulate (only) that pushes us to ALWAYS re-install the software? Do you have any other software on your desktop that needs to be re-installed?

For now, we have 4 computers that need to re-install Articulate presenter. Is this what you are telling me?

Justin Grenier

Good Morning Mario, and welcome to Heroes, Adriano!

I'm attempting to track down a testing environment with that specific combination of OS and Office Suite. In the interim, I've noticed that a common thread between the two of you might be non-English Windows systems. Could you please try the following test to see if it resolves the problem?

  1. Navigate to Start > Control Panel > Clock, Language, and Region > Region and Language.
  2. Select the Formats tab.
  3. Click the Additional settings button.
  4. Set the Decimal symbol to a period (.) if it is not already.
  5. Click the OK button to close the Customize Format dialog.
  6. Click the OK button to close the Region and Language dialog.

Please let us know what you find. Thanks!

Mario Gervais

Justin Grenier said:

Good Morning Mario, and welcome to Heroes, Adriano!

I'm attempting to track down a testing environment with that specific combination of OS and Office Suite. In the interim, I've noticed that a common thread between the two of you might be non-English Windows systems. Could you please try the following test to see if it resolves the problem?

  1. Navigate to Start > Control Panel > Clock, Language, and Region > Region and Language.
  2. Select the Formats tab.
  3. Click the Additional settings button.
  4. Set the Decimal symbol to a period (.) if it is not already.
  5. Click the OK button to close the Customize Format dialog.
  6. Click the OK button to close the Region and Language dialog.

Please let us know what you find. Thanks!


We bought the 2013 licence because Articulate was telling us that bugs related to regional OR language differences were resolved. Would you please do this test and come back to me then. I got to work... Follow those steps backward and tell me if your have problem ok?

Anyway, this couldn't be an option because every other software on my PC are working this way. And working properly...

Thank you very much for your help Justin.

Adriano Ferreira

I tested and did not work. But I discovered something very interesting:

When you click "Record Narration" opens the recording environment, you can also see two windows Power Point. If, after closing the recording environment (Save & Close button), close one of the windows of the PowerPoint, the second time we enter "Record Narration", everything works normally.

Mario Gervais

Adriano Ferreira said:

I tested and did not work. But I discovered something very interesting:

When you click "Record Narration" opens the recording environment, you can also see two windows Power Point. If, after closing the recording environment (Save & Close button), close one of the windows of the PowerPoint, the second time we enter "Record Narration", everything works normally.


So the « record narration » instance doesn't close properly and create this bug when you try to re-open it?

Justin Grenier

Thanks for the additional information, guys.

I'm still unable to reproduce the problem, and when multiple customers report such specific behavior within a short window of time, it's fair for us to guess that this may be more than simply an installation problem. Could each of you please submit a Support Case so that we can begin to gather some more detailed information about each of your computing environments?

Thanks!

Mario Gervais

Justin Grenier said:

Thanks for the additional information, guys.

I'm still unable to reproduce the problem, and when multiple customers report such specific behavior within a short window of time, it's fair for us to guess that this may be more than simply an installation problem. Could each of you please submit a Support Case so that we can begin to gather some more detailed information about each of your computing environments?

Thanks!


Submit what? I can reproduce the bug on all my PC with a blank project. Could you just take care of this, gather infos and talk with the appropriate people Justin? I can't take my whole week to report bugs for Articulate presenter.

I am sure you understand our situation don't you?

Mario Gervais

Justin Grenier said:

Mario and Adriano:

It looks like our Quality Assurance Team was able to reproduce the problem, and we will work on a fix ASAP. We'll keep this Forum Thread updated with more information as we have it. Thanks!


Thank you Justin.

This post was written after the inmail you sent to me. So I'll not answer to the inmail and wait for your feedback. If you need help, infos or see what is going on on my computers, just tell it to me by the inmail box.

Thanks.

Justin Grenier

Adriano and Mario:

While we work toward a solution, our Quality Assurance Team has suggested that disabling other add-ins might be an effective, temporary workaround for the problem. Our hypothesis is that one of your add-ins might be intercepting the communication between Presenter and PowerPoint and causing the issue.

Can you please let us know if this helps? Thanks!