18 Replies
Katie Riggio

Hi Aletha,

So sorry to hear about the frequent crashing! 

I'm having trouble recreating any issues when copying/pasting slide text into the notes panel in Storyline 360 Update 43. What update of Storyline 360 are you running?

Our Support Engineers can also investigate in real-time while you copy and paste text. Let us know if you could screen share with us: 

Lisa Spirko

Hi Lauren, I'm having the same problem. On Thursday last week, I started having problems with Storyline crashing when I copy and paste objects in my course--mostly on slide layers. Strangely, the crashing seems to start happening shortly after 5:00 p.m. On Friday and today, everything worked great until shortly after 5:00, and then it crashes every time I try to copy/paste an object to reuse it (so I don't have to build it). I lose several minutes of work if I forget to save before attempting to paste. About one out of seven times, it'll paste okay, but I'll have several crashes within the span of ten to twenty minutes. Yesterday, everything worked fine. No crashing at all. I had the latest update installed, but I reverted to the previous version to see if that would make a difference, and it does not. I'm not sure the updates have anything to do with it. I installed the latest update two weeks ago, but only started having problems last Thursday.

Why on earth would the time of day matter? Why didn't I have issues yesterday, but I did Friday and today? It makes me wonder if there is something wrong with the Articulate network that we have to be signed into in order to use the tool? Not sure if this is related, but yesterday morning, I had an Articulate sign-in issue (blank sign-in dialog box). I had to restart my computer, and then I could sign in. 

I opened a case on Friday, and Cleo Sinues wants me to follow steps to uninstall, clean up the files, and then reinstall. I'll need my help desk's assistance to do this, so we'll attempt it hopefully tomorrow, but if it doesn't fix the problem, Cleo will be hearing back from me. Case #02416566.

Thanks,

Lisa

Katie Riggio

Hi Lisa,

I appreciate you taking the time to walk us through your timeline, and I'm so sorry to hear about the constant crashing. 

We definitely want to sort that for you, and great move to open a case. I looped Cleo in on your updates, and we will wait to hear back on how the reinstallation goes. 

In the interim, I found a similar report where disabling Unicode UTF-8 support helped with the crash during copy/paste. Here are the steps:

  1. In Windows, open Settings
  2. Click Time & Language
  3. Click Language
  4. On the right side under Related Settings, click Administrative Language Settings
  5. Under the Administrative Tab, click Change System Locale (admin rights required)
  6. Uncheck the box labeled Beta: Use Unicode UTF-8 for worldwide language support 
  7. Reboot if asked when changing this setting
✎ Short video demo of the steps: Disabling Unicode UTF-8 for worldwide language support

We are standing by, with our fingers crossed!

David Oskorus

I am having the same problem, across multiple files.
I haven't noticed it occurring at any specific time, though.
I attempted to disable the Unicode  UTF-8 per the instructions above, but it was already unchecked.

One thing that I can add:
It only occurs when I "normal" paste into the notes.
If I paste without formatting, it does not crash.

Ren Gomez

Hi Kate,

I'm sorry to hear you're running into this issue as well! Have you tried following the steps Katie shared above regarding disabling Unicode UTF-8 to see if it helps?

If this error is still appearing for you, feel free to connect with our team, as we're happy to connect and figure out why this is happening!

Connect with us.
Carol Dungan

Also having copy/paste problems into notes. Copying from MS Word into notes results in text being doubled or tripled in the notes window. Have uninstalled and reinstalled all apps several times, created fresh file and it's still happening. Updated to latest.

One thing I noticed: it happens when I'm copying text from a table, would that make a difference?

Lauren Connelly

Hello Carol!

Sorry that you're running into issues with copying and pasting in Storyline 360! It sounds like you've tried multiple troubleshooting steps and are still noticing issues when copying text from Microsoft Word and pasting the text into Storyline 360. Are you seeing this with every project or specifically the course you're working on?

It would be helpful if we could take a look at the .story file to better understand what is occurring on your end. You can share the file in this public discussion or upload it privately in a support case.