Crash Related to Audio FIles

Hi Michael,

I apologize for all of the trouble. I wasn't able to find a recent case that describes the issue you're having now. Are you able to share the case number with me? I'd be happy to take a look and see if there have been any updates. 

I'm assuming you've already gone through the process of verifying you're working locally, checked file names, etc. 

I also see where you had a web conference regarding the issue with one of our Tier 3 support engineers that went well, but that was earlier this year. 

Hopefully you'll have the most recent case number on file, so I can check the status. In the meantime, especially if you're under deadline, it may help to use a second machine. You can activate the software on up to 2 machines. Though I realize you may not have access to another machine, it may be an option that could help. 

If creating the new profile hasn't resolved the issue, or only seems to resolve it temporarily, it may help to know how you're setting this up. Are you running the administrator profile when you install? Have you tried running on the admin profile itself, rather than a user account? 

Also, you mentioned this all started when you previewed an audio file via the timeline - is this the same point where you're seeing the crashing now as well, or are you seeing crashing when performing other tasks?

Thanks!

Christine,Here is the case number. Case #00363321. I have attempted for 3 days to get a response from Articulate Support to no avail so I really appreciate your response. The file is one that has worked since I last had to create a new user in March. The audio files are the same type and naming system is the same as any other file I have created in Storyline. The thing that immediately preceded the crash was that I clicked on the audio file in the timeline and previewed it. Thereafter the app crashed continuously. I did run as admin to reinstall from the exe and then restarted the machine but as soon as I would insert an audio file the app would stall on that screen and not build a preview. I had instructions from support before as to how to completely uninstall Articulate then create a new user and then reload everything. That is now done and the app seems to be fine for the moment. I  re-synced my Dropbox folders to the new user profile and that took till midnight last night. So far I have lost 2 days of production and a great deal of confidence in Articulate app and support. I cannot continue to have to do this again and again. I read in a Linkedin forum that the play in a timeline issue is well documented. Not a good thing. Also I see that the emails I sent to support have been opened but no response. Also not good. Thanks so much for your help, I would love for this platform to be more stable, it has a lot of nice features but the instability of the software causes serious difficulties when trying to develop products for customers. 

Thanks, 

Michael

Hi Michael,

First, thank you very much for sharing your case number (00363321). However, this is the case I was referring to in my earlier response. 

The last activity I see in that case is from 1/20/2014 where you thanked Adrian for his assistance - I believe this was after the web conference you had with him. 

You mentioned you've sent several messages to support for 3 days - how are you doing this? Are you replying to one of the emails from Adrian related to that specific case? If not, it won't show up in that case detail. If you sent in a brand new email to support@articulate.com, this would generate a new case and a new case number would be assigned. 

I see other cases and a feature request, but those are not related to the issue you're describing here.

I just want to make sure that we're able to assist you as quickly and efficiently as possible - if an email was sent in and we didn't receive it, we need to find out what's causing this. Did you send in the new communication with a different email address? If so, you're welcome to send me a private message with the address and I can look into the issue. 

In the meantime, I'm going to update the original case (00363321) with the information you've shared here on the forums and ask our support engineers to reach out to you. 

Again, I sincerely apologize for the trouble and frustration. We certainly want to ensure you have the best experience working with us and with the software. Hopefully, we'll be able to improve your experience and find out what's causing the issues. 

Best,

Christine 

Hi Michael,

Just wanted to let you know that Adrian has responded to the case per my request. Please let me know if you don't receive his message. 

Thank you!