37 Replies
Leslie McKerchie

Hi Janet and Raymond! Sorry to hear that you are having difficulty.

This is an issue that our QA Team is trying to understand and isolate, but there are a few troubleshooting tips that you can try first.

If it persists after the above solutions, please reach out to our support team so that they can gather further documentation and report as needed to our QA Team.

Welcome to E-Learning Heroes Raymond

Raymond Pirouz

Thanks Ashley & Leslie (and thx for the welcome!).

I tried all of the troubleshooting tips (and was ready to try more but I think I ran out!).

I've been in touch with your support staff so I believe the issue is being escalated and I'm sure we'll get to the bottom of this. Glad to be a test case and looking forward to using Replay (looks awesome).

Thanks,

Raymond

Ashley Terwilliger

Hi Fred and welcome to Heroes!

I checked in on Raymond's case, and after some testing, his was reported to our QA team. Not knowing if your issues are the same as his, would you be able to submit a Support case so that our team can help you troubleshoot further? Please reference this forum thread so that they know it may be similar to Raymond's case. 

fred cajob

Hi Ashley,

Yes, I did submit the case. However, the recommended process did not work. I even contacted the tech support for my system and they run a few tests but the issue was with the Replay compatibility with Windows 8. They advised me to have the software team check on this issue and here I am waiting clueless.

Ashley Terwilliger

Hi Fred,

I see that Justin Grenier replied to your Support case earlier this AM with the following directions:

To help us diagnose this issue, please upload the Replay error logs from your computer. Here's how:
http://www.articulate.com/support/replay/how-to-upload-articulate-replay-error-logs-to-articulate-support

If you didn't receive his email you'll want to look in your junk/spam folder, and you can reply to his email from Support@articulate.com

Ashley Terwilliger

Hi Fred,

Seems odd, as it's the same email address that you were communicating with Wilbert, but keep us posted if you find something in the server firewall report. Also, when you upload the logs, please be sure to use the case number: 00365259

Hi Janet,

Since your situation seems to be closer to Raymond's (Win 7) it may be connected to what we've reported to our QA team. If you've tested the links Leslie included above, and are still having difficulty we're happy to look into your individual situation. Please connect with our Support team, and you can reference this thread to let them know what you've already tried.

fred cajob

Hi Ashley,

While waiting on Justin's reply. I took a different PC with Windows 7 system on it, and it did the same thing. However, I was able to see the error messages in detail section. They were:

Description:
  Stopped working

Problem signature:
  Problem Event Name:    CLR20r3
  Problem Signature 01:    replay.exe
  Problem Signature 02:    1.0.1309.2722
  Problem Signature 03:    52460eda
  Problem Signature 04:    Articulate.Replay.Platform
  Problem Signature 05:    1.0.5018.41075
  Problem Signature 06:    52460b68
  Problem Signature 07:    1033
  Problem Signature 08:    30c
  Problem Signature 09:    PSZQOADHX1U5ZAHBHOHGHLDGIY4QIXHX
  OS Version:    6.1.7601.2.1.0.256.1
  Locale ID:    1033

Any advice on this system?

Ashley Terwilliger

Hi Fred,

I see that Justin replied to your email yesterday evening - were you able to see the replies within your server firewall report?

I've copied his response below for you:

Thanks for sharing your crash dump and for allowing us to review it! We have identified a handful of customers who are impacted by the same behavior as your scenario. 

Unfortunately, we were unable to determine a workaround. We have reported this issue to our Quality Assurance team for their review. I cannot offer a time frame for when this issue will be addressed, but we will keep you posted with any developments. 

fred cajob

Hi Ashley, thanks for the update. While I was unable to get an email from Justin except one that I was sent directly to my Inbox, samp mail report does not have any of his emails.

I am not sure, but is it possible he has a wrong email address?

Anyway, it looks like based upon this information, we have to make some sort of executive discuss on moving forward with the Replay.