360 crashes on version [V3.38.21861.0] cut/copy & media library inserting
Apr 15, 2020
Using latest version V3.38.21861.0. After update 360 keeps crashing with doing the simplest of task. For instance, just moving images in the timeline, it crashed. Saving it crashed. Trying to replace image from media library it crashed. I notice I had OneDrive syncing the file, so I stopped OneDrive, but I still have crashes, not as often, but hasn't resolved issue. I tried renaming the file often, still crashes. I tried a continuous ping to see if my network was the issue and I have no packet loss. I wonder if anyone else has had issues with this release?
Investigation of ‘when this crashes':
Constant ping on network although this is a local file on PC, no packet loss.
No OneDrive attached to PC at all.
Crash #1 adding a line shape, went to properties to edit the shape for no fill and line only, said OK and then box looked like a correct/incorrect trigger with text box there. (image attached). Layout of slide is not attached to any quiz templates, it is just a plain layout.
Crash #2, inside practice slide manipulating hot spot trigger.
Crash #3 same inside practice slide manipulating image from media library. Right-click replace image from media library, located image and said replace, crash occurred.
Crash #4 inserting pictures into blank layout from media library. No packet loss.
Crash #5 happened during play in the timeline to synch triggers. No packet loss.
16 Replies
Hello Cindy and welcome to E-Learning Heroes :)
Thanks for contacting us and sharing what you are experiencing in the latest update.
I'm curious if the issue happens in any course you are working on or just this particular one?
If you cannot re-create the issue in a new course, I would advise to import the file into a new one and proceed.
If it's happening in any/all files, you should conduct a repair of your software.
Hi Leslie, the repair has not been of any value, and it is happening in other storyline files as well. I'm finding most of the issues lie within the media library and cut/copy where it crashes the most. I have uploaded all the images using the view > Media Library and then during the project I use the insert image > From Media File. Once it's selected, the image imports and proceeds crash right thereafter. Same with cut/copy. Hope that helps a bit.
The content library won't open. I've done the repair a couple of times.... I have turned off or uninstalled anything that I thought might be creating a conflict... still nothing.. I didn't think that it would be inherent in SL, but having looked over the last couple hours of comments, I am thinking that is so.... I might consider un-installing this version (3.38.21861.0) and try the previous various of March 3 to see if things change....
it also happens in any existing project and any new project... it isn't discriminating
Thanks Layne, it started happening right after this release. I might follow suit and downgrade to the previous version. It's crashing on a whim now.
Hi there, Cindy!
I appreciate you trying a repair, and I'm sorry to hear about all these crashes. We want to make sure you feel comfortable authoring in Storyline 360 going forward.
Our Engineers are eager to dig in, so I started a case for further communication. Be on the lookout for an email!
Hi Layne!
I shared your updates with Chester, as we try to figure out what may be going on. Thanks for continuing to reach out, and I'll continue to follow your case!
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Thanks Katie for your quick reply. I have been working with Chester and today applied his suggestions and reinstalled the updated SL 360... Once installed, I opened the application, and was able to insert characters, icons, illustrations and pictures... video too....
Thanks for your patient help and assistance...
Hi Layne,
I am glad to hear that Chester was able to help.
Please let us know if you have any questions. We are happy to help!
UPDATE: OneDrive was removed and the issue persisted. I ensured that English was the default language. Then I updated with this morning's new updated version V3.39.21985.0. Thus far, the system is stable and has not crashed.
Hi Cindy,
Thank you for reaching out and sharing this update! I am glad to hear that the latest update is working for you.
If you do run into any trouble, please let us know. We are happy to jump back in to help!
I am having issues with my Media Library constantly crashing when I open it. Did the above problem get resolved? If so, how?
Hello Tracy and welcome to E-Learning Heroes. 😊
Thanks for reaching out and sharing that you're experiencing a similar issue.
I took a look at the support cases we worked with these users on and in both instances updating to the latest version of the software was able to correct the issue.
Please be sure to ask your network admin to open port 443 and add the domains in this article to your organization's allowlist for your Articulate 360 apps to work properly. Let me know if you have any questions.
Thanks. I have the latest version and have gone through many troubleshooting activities. I sent the info to my service desk to see if they can check the port information you have provided.
I'm having he same issue. Mostly with the media player. I have a larger file that has a lot of images (over 100). If i select an image and right click and replace image from media library 50% of the time it will cause a crash. I have also found if you scroll to fast within the Ml this also causes the app to crash. Very frustrating. I'll try and narrow down exactly what is causing this but it's definitely an issue for sure.
Graham.
Sorry, you're running into this issue too, Graham! We are happy to help narrow down exactly what is getting in the way. Would you mind sharing the affected file with our Support Engineers in a support case? Once we receive the project, we'll let you know and begin troubleshooting!