Bugs in new Replay update?

Mmm, strange but I appear to be having similar problems. I can import the video and image but as soon as I move either item to layer B, I get the error message that Replay will have to close. See attached image.  I have uninstalled, rebooted and reinstalled twice. No success.

Interestingly enough when I tried to add lower thirds, it loaded with the text from the previous project even though I had uninstalled and reinstalled. So there must still be a 'residue' temp file somewhere. Basically I am now resorting to use Storyline to do what would have been easier to do in Replay. (All dev files are on my local drive.)

I did the update too and can't publish any existing or new projects, tried reinstalling with no luck.

Hi Robert and Ian, 

Thanks for reporting this here. I see you both also opened a case, and our team has been in touch. They'll continue to work with you one on one - we'll get this figured out! 

Kristy, 
 I didn't see a case for you, but I'll open one on your behalf. You'll see a note from our Support team shortly (confirmation of your case) and you can respond to that if needed! They'll be in touch to figure out exactly what is happening on your end and how to proceed. 

Sadly, the response from support seems to imply that I've done something wrong or that I've missed installing other items. 

The tool worked before - the update has caused my errors.

I've now uninstalled and reinstalled 5 times.  I've not heard anything further back, but I suspect there is something that was changed in the most recent update.

Hi Robert,

Oh no! I don't think Richard meant to imply that! I think what he was going for was a possible quick fix - sometimes we know if an install/update causes an error reinstalling as an admin is a fast way back to normal. 

Since it seems like you're still stuck, can you follow the additional steps that Richard shared to pull the log files? That'll help our team isolate what changed and get you fixed up fast! 

Oh wait! I see you sent them. 🙃 

I gave Richard a heads up just in case he missed it like I did. Thanks for sticking with us! 

I provided the log files at 8:00am ET.

I'm having similar issues with the new update.  I updated yesterday and now I can't publish any of the  .replay files without getting the errors.  However, I did have the older build of Replay on one of my other computers and it was able to read the files fine and publish but it does have the popups to upgrade (which I will not until this issue is fixed).  The problem is I have that computer at home. 

At work, I have tried removing the software and reinstalling with an earlier build, but I can't do anything because it wants me to update.  When I do update, the errors return.  Is it possible to roll back the update??

I'm having similar problems. I can import a video & the timeline seems to be OK (e.g. I can still delete parts of the video) but an error report pop-up box appears as soon as I click on track A. If I close the error report box, it immediately appears when I click on track A again. This means that Replay 360 is now unusable.

Hi Ashley, thank you for that. I had a response from support and have rolled back to the previous version of Replay and it is working.  I'm just waiting now to hear back about when it will be ok to proceed with the version update.

Hi Kristy.  How did you get it to the previous version?  I have been trying to do that all day.  

Ditto. How do we roll back? I have project that has to go out ASAP and I would love to know how to rollback. Cheers :)

Hi all,

I am so sorry for all the trouble you're having with the recent update of Replay! Our Support team can send you a link to roll back to Update 16, if that would be helpful. Simply click here to open a case. 

Yes, please send a link to rollback to Update 16. I'm needing to
export/publish files asap. Thank you!

Yes Please! Same here. 

Absolutely! Simply click here to reach out to our Support team to request a roll back for Replay 360. 

Hi Palekika, I see that Alyssa has provided the link below and hopefully you have successfully rolled back to the previous version.

Yes. Thanks. Please send a link to roll back to Update 16.

The roll back works. Thanks

That worked as well. Thank you for posting. Not sure why this was not posted earlier by the admins instead of the link. 

Hello everyone, quick update here. I got these steps after logging a support case. This worked for me! Replay functioning fine eventually!

1. Complete uninstall Articulate Replay. 

2. Keep your Windows PC updated to the latest build. You can do this by going to "Control Panel > Windows Update > Check for Update" and then install any pending updates you may find. 

3. Reinstall your graphics driver which you can download directly from your computer manufacturer's official site. 

4. Install Replay through Articulate 360 Desktop app and reboot.

This ended up taking quite a long time as my laptop needed a huge number of updates, and this resulted in the fatal blue screen, restarting and uploading Window uploads x 3. So took a day getting my laptop sorted, but Replay is working. Thanks for support, Lea and Victor. 

Hi Palekika,

Normally we don't share this link here in ELH, but knowing that this has caused such an issue for you all and you're likely on a tight deadline (Friday, the start of summer, all the life things!) we got permission to share here! You just beat me to it. 😉 

Thanks for the assist, and we'll keep everyone here posted on the impending fix. Our team is hard at work on it right now! 

Hi all,

We released a fix late on Friday for the issues encountered in this discussion and a few others. You'll find the Replay release notes are updated and you can download the latest update from the Articulate 360 Desktop application.

Let us know if you need anything else!