Replay 360 keeps freezing and forcing to close without saving

Hey Debbie.  That sounds pretty frustrating; thanks for sharing your experience.  We don't want you to get hung up every few steps in your editing process.

Thanks for checking the system requirements; it's helpful info for us when we're investigating an issue.  Would you be willing to work with our support engineers who can take a deeper look at your Replay installation as well as the file itself?  If you can let them know what your particular setup is (Windows version, multimedia capabilities, etc), that would be great.

I hope we can get you up and running normally!

Thank you for your quick response. I am checking with my client to see if I can share the file and am still waiting for a reply.
Whilst doing that IT have uninstalled and re-installed again and changed some things in registry but it has not alleviated the problem.

Thanks for the update, Debbie.  Even if you can't share the file, our support team can give you a hand.  I would let them know that your team reinstalled Replay to no avail.

Just a heads up:  When you reply via email, it will include your signature with contact information.  You can pop back into the discussion thread and edit that information out if you wish!

I am also having issues. I have recorded a 31:45 min video and when I went to add an image it went into melt down. Now I cannot edit or save anything. It says the project file could not be saved 'end must follow Begin Parameter name 'end. 

Can you explain what I should do? 

When I click onto the Mix A to see if I can edit the end -  I also get this message ' we're sorry, something went wrong... You can help up fix this bug by sending us information...'

Kind regards Jacqueline 'making every day the best it can be hopefully!'

Hi Jacqueline,

That's not an error message I've seen before as "end must follow begin parameter" - so I'd want to get you working with our Support team to take a look! 

Any updates? I having the same crash issue when saving. Is there a file size limitation? Or an extended save time for the file saves and I am just impatient?  I am also groovy on the system requirements. 

I am also testing saving to my Desktop instead of OneDrive. The file saved but it took 5+mins to stop processing/thinking. 

Also all of the files that were saved yesterday are corrupted today. I had to start the project over. I will uninstall, reinstall and fix the program. This is disappointing also to have to deal with this level of issues with the program. 

Hi Brandon,

I'm sorry to hear that you're still running into issues saving our Replay files. How long are the recordings you've created? Do you know the file size?  

I don't see where Jacqueline reached out to our Support team, so I'm not sure if she was able to resolve her issue or not. If you'd like to connect with our team, please feel free to reach out here. 

For the files that were saved the other day that appear corrupted today, were they also syncing to your OneDrive or strictly saved on the desktop?

Hello,

The file size is 4.2gb. It is a .mts file also.

I have a case number 01163623 but haven't heard anything back yet.

I can get the file without the video to save but when I add the video it corrupts it,

I am going to reinstall the Microsoft .NET Framework 4.5 Advanced Services per the https://articulate.com/support/article/Articulate-Replay-360-How-to-Fix-Unexpected-or-Erratic-Behavior process and will provide an update.

On Friday, I was saving all of the files locally to my desktop.

Thanks

Brandon

Ashley,

I converted the file to MP4 and it looks like it solved the issue. I can save and open the document. I think it is all set.

Thanks,

Brandon

Thanks for letting us know, Brandon. I'll make a note of that in your case!