Downloaded Templates Not Working

Hi, Leslie -- Thanks so much for reaching out and sorry to hear you are having difficulties! May I ask if you have had a chance to review the information here in this article on Working with Templates? 

Thank you. I'm beginning to think there is something wrong with my player. I just created a new slide and it won't preview either. I get a blank gray box - just like I did when I was previewing the templates. So maybe it's not the templates themselves.

Is this a problem that you have seen?

Thank you!

Leslie

Hi, Leslie -- Thanks for your reply, and sorry to hear that issues persist! You may want to take a look at this article and run through the troubleshooting steps listed to see if you find improvement. If you continue to have difficulty, I may need to put you in touch with our Support Engineers in case there is something more going on beyond the scenes, and they could offer additional suggestions. 

Also, in case you weren't aware, I wanted to note that when you reply to a forum notification via email, the details in your signature are displayed publicly here in the post. If you'd like to remove that information, you are welcome to use the EDIT button beneath your post over here in the thread itself. Hope that helps! :)

Hi Christie - I appreciate your help. Once I realized the problem was not related to the templates, I looked at the article that gives troubleshooting ideas. I checked for updates, and moved my project to the C drive. Neither worked. Should I contact support?

Leslie

Hi, Leslie -- Many thanks for confirming that the troubleshooting steps showed no improvement, and I went ahead and created a support ticket on your behalf (00777398). You will be hearing from a member of that staff shortly via email, and I plan to follow along with the progress being made on your case so I can share updates here for others who may benefit, as well. :)

Thank you Christie!

Sure thing, Leslie, and hopefully we'll have you straightened out in no time!  :)

Hi Christie - I still haven't received any contact from support. Is there something else I should be doing?

Hi, Leslie -- Thanks for reaching out, and it looks like our Support Engineer, Victor, replied on 4/19/16 around 9:53 am. Would it be possible for you to check your SPAM folder, as occasionally emails from support are routed there in error? 

And I did only see one email address listed for your account (which I don't want to share here in the thread with respects to your privacy), but if you still have yet to receive the message previously sent in your SPAM folder, I'd recommend that you use this form to submit a new case and we'll close out #00777398. Please let me know and apologies for any inconvenience this may have caused! 

Thank you Christie. I checked my junk email, and clutter. I'm not sure where it went! So I did submit a new support request. 

Hi, Leslie -- Thanks for the update and I see that your new case #00781717 has been received. You should have already been sent a confirmation to that effect and a reply. Please let us know if you do or do not have these messages. :)

I have the notification message that you replied to the thread, but nothing from Articulate. I checked junk email and clutter again and not there. Ideas?

Hi, Leslie -- Thanks, and we will need to do a bit of research to determine why you are receiving some emails and not others; I will keep you posted!

In the meantime, here is the response you were sent from our Support Engineer, Satish, on your new case:

"Hi Leslie -- A bug has been identified in Adobe Flash Player 20.0.0.267 that breaks features in many applications, including Adobe Captivate, Articulate Storyline, and Articulate Studio.

For example, in Storyline: 

• You'll see a blank screen when you preview a project
• The preview area of the player properties window is blank.
• The timeline preview feature doesn't work.
• You can't preview videos, Flash movies, or web objects.
• You can't edit videos.
• You can't import Engage interactions into Storyline courses. 

The good news is Adobe and Microsoft have fixed the issue in recent updates. Follow the steps in this article for your version of Windows to fix the problem: http://articulate.fyi/1NXUmqX"

Hi -

I did already try the fix in the article. I tried it again just now, and there is no change. Still a gray box.

Other ideas?

Thanks,

Leslie

Hi, Leslie -- Thanks for responding, and we are currently investigating why you are not receiving emails from within your case. I just sent another email as a test -- did you happen to receive it that time?

Hi - I'm still getting notifications of replies to the thread but no direct emails.

Hi, Leslie -- Thanks for your continued patience as we work through getting your email straightened out. In the meantime, I will make a note in your case that the info shared by Satish above did not help you find improvement and I will see what more we can do to assist and share that info here when possible.

Also, I wanted to note in case you weren't aware, when you reply to a forum notification via email, the details in your signature are visible publicly in the thread. So, in order to protect your privacy, you are welcome to use the EDIT button beneath your post to remove those details if you'd like. :)

Hi, Leslie -- I see that our Support Engineer, Wilbert, has responded to your case, but as he is requesting that you provide another email address that we could possibly use, I will send that message to you privately offline, so we can coordinate efforts to assist you further. 

Hi, Leslie -- As I know you were having difficulties receiving emails from Articulate Support, I thought I would reach out from within your forum post to see if you are all set or if you still need further assistance. Please let us know if you still need help! :)