My files every now and they pop up with the error:
"the file XXXX' is being used by another process or you do not have the proper security permissions to access this resource"
Our IT Dept spent and hour last time trying to figure out how to open it and still that wasnt an ideal solution. Anyone know how to hard reset Storyline?
Are the files saved to your local hard drive (typically your C: drive), or are they on a network drive? If they're saved locally, here are a few approaches for us to take:
Make a copy of an affected .story file, then change the name of it. Are you able to open the copy?
If you're still getting stuck, please let us know! With your permission, we can look at your .story file and will delete it once we nail down the culprit. If that works for you, you can share the file privately with our Support team here.
I am getting this problem a lot for the past few weeks. I am saving to the hard drive. I have repeatedly uninstalled and reinstalled Storyline. The issue continues. Is anyone else having this problem? Is there a fix coming?
I opened a Support case for you so that you can work one on one with our engineers to get to the bottom of this! Keep an eye out for an email from Support@articulate.com for next steps.
Sorry for all the trouble, but we'll figure it out!
Thank you. Your support rep has been very helpful. It looks like in my
case the other process is endpoint security software which is interacting
with the file. Unfortunately I don't think there's any way to avoid this
error popping up, and I'm still trying to figure out the best workaround.
However, Storyline does seem to always save the file despite the error
message, into a file with a new name. There does not seem to be any data
loss.
Hello, Anne. Glad Eric could help, and that your hard work is safe!
Appreciate you also circling back to these related discussions: here and here. I'm certain your update re: checking automated backup programs as well as file sharing programs will help folks who run into a similar issue.
If there's anything else we can help answer, we're here!
Unfortunately I am running into this problem once again--Also, I did check with our IT dept and they said I don't have any kind of automated backup running. Right now, almost every time I try to save I get the error message.
I do see something similar when I've published a course to web or LMS and am previewing it in FireFox. I leave that version of the course open in the browser and then go back to editing in SL 360. Forgetting I have the previous version still open in the browser, I then publish again and this message comes up:
I then close the previous version of the course open in FireFox and then try republishing. No error message then.
Hey, Anne! I saw your post about the .NET Framework, as well. Don't feel like you have to tackle this on your own – our Support Team are rockstars and would love to help you!
I had a few issues with my Articulate software and I had to have our IT make some modifications to get everything to either work properly or install updates properly. They always tell me I'm a unique case since I'm the only one in our system that uses it.
We have Sophos security and also an AppLocker. They've had to whitelist Articulate folder with a wildcard so it would run no matter if it was in Articulate\360 or Articulate\360\Studio, etc.
They also had to change my Group Policy to allow it to run in my %OSDRIVE%\USERS\Your username\APPDATA\LOCAL\TEMP\
Thanks!! My organization uses several different security software packages as well. I will continue to consult with them about it. The whitelisting is a good approach—I got some pushback as far as figuring out the error, as IT said they don’t want to have to troubleshoot the Storyline software.
I don't think its an issue with any particular file. It happens, intermittently, with any Storyline file. According to your support team, it is probably an interaction with some security software my organization uses.
I will open a case with details. I have attached the error message here as well.
In the meantime, can your Support/QA team check and see if there are any known interaction issues with the following
I saw you're working with Eric on this issue and he offered some suggestions, including ways to add exceptions to Carbon Black or disable it to test out how the file behaves without that on.
We'll follow along in your case as you keep Eric in the loop on that testing.
UPDATE: My organizations's IT team has told me that they can confidently state that is not our Antivirus or any other security causing the Storyline process error on saving. It also is not any backup software causing it.
It is an intermittent issue. All signs seem to point to an issue with the Storyline software itself.
Our team is continuing to look into this as well, but so far the commonality we've seen is Carbon Black also being installed. We'll keep you posted here and as a part of your Support case with any more details.
Thanks! I will forward your response to my IT team. The trouble is, they only have so many resources to help with an intermittent issue. I have requested the whitelisting but am still awaiting approval for that. They say they need ample justification to do so, and I’m trying to make a case. Any additional information you could send me on this would be most appreciated.
I was just notified that my IT group applied the whitelisting you suggested to Carbon Black on my machine. I will keep you posted to see if this improves things.
Hello, Michael. So sorry you're at this roadblock!
This related discussion on syncing software came to mind, and it looks like disabling the sync when opening a Storyline file helped resolve any issues.
Please let us know if that doesn't work, as we definitely want to lend a hand!
64 Replies
Hi Calamity Jane. So sorry you see that error!
Are the files saved to your local hard drive (typically your C: drive), or are they on a network drive? If they're saved locally, here are a few approaches for us to take:
If you're still getting stuck, please let us know! With your permission, we can look at your .story file and will delete it once we nail down the culprit. If that works for you, you can share the file privately with our Support team here.
I am getting this problem a lot for the past few weeks. I am saving to the hard drive. I have repeatedly uninstalled and reinstalled Storyline. The issue continues. Is anyone else having this problem? Is there a fix coming?
Hi Anne,
I opened a Support case for you so that you can work one on one with our engineers to get to the bottom of this! Keep an eye out for an email from Support@articulate.com for next steps.
Sorry for all the trouble, but we'll figure it out!
Hi Ashley,
Thank you. Your support rep has been very helpful. It looks like in my
case the other process is endpoint security software which is interacting
with the file. Unfortunately I don't think there's any way to avoid this
error popping up, and I'm still trying to figure out the best workaround.
However, Storyline does seem to always save the file despite the error
message, into a file with a new name. There does not seem to be any data
loss.
Thanks,
Anne
Hello, Anne. Glad Eric could help, and that your hard work is safe!
Appreciate you also circling back to these related discussions: here and here. I'm certain your update re: checking automated backup programs as well as file sharing programs will help folks who run into a similar issue.
If there's anything else we can help answer, we're here!
Hi Katie,
Unfortunately I am running into this problem once again--Also, I did check with our IT dept and they said I don't have any kind of automated backup running. Right now, almost every time I try to save I get the error message.
Thanks,
Anne
By chance are you running file syncing software? I've seen problems like that with that when saving large course files.
Hi Gerry,
I asked our IT dept and they said I am not running file syncing software…but who knows maybe that is incorrect.
Is there any workaround for this? No other software I use has this issue.
Thanks,
Anne
I've only seen this message a couple of times. But I can't remember what I doing before that.
When I have gotten that message, a simple reboot worked for me.
I do see something similar when I've published a course to web or LMS and am previewing it in FireFox. I leave that version of the course open in the browser and then go back to editing in SL 360. Forgetting I have the previous version still open in the browser, I then publish again and this message comes up:
I then close the previous version of the course open in FireFox and then try republishing. No error message then.
Thanks! That is not exactly the message I get, but I am going to try restarting and also re-installing Storyline.
I also saw a not about the .NET Framework so I am looking into that as well.
Hey, Anne! I saw your post about the .NET Framework, as well. Don't feel like you have to tackle this on your own – our Support Team are rockstars and would love to help you!
You can open a case with the team right here.
Anne,
I had a few issues with my Articulate software and I had to have our IT make some modifications to get everything to either work properly or install updates properly. They always tell me I'm a unique case since I'm the only one in our system that uses it.
We have Sophos security and also an AppLocker. They've had to whitelist Articulate folder with a wildcard so it would run no matter if it was in Articulate\360 or Articulate\360\Studio, etc.
They also had to change my Group Policy to allow it to run in my %OSDRIVE%\USERS\Your username\APPDATA\LOCAL\TEMP\
Mike
Hi Mike,
Thanks!! My organization uses several different security software packages as well. I will continue to consult with them about it. The whitelisting is a good approach—I got some pushback as far as figuring out the error, as IT said they don’t want to have to troubleshoot the Storyline software.
Anne
Hey, Anne. Thanks so much for the update. In case you haven't seen this yet, here's a list of websites your IT team should allowlist.
Keep us posted on how it goes!
Hi Alyssa,
I don't think its an issue with any particular file. It happens, intermittently, with any Storyline file. According to your support team, it is probably an interaction with some security software my organization uses.
I will open a case with details. I have attached the error message here as well.
In the meantime, can your Support/QA team check and see if there are any known interaction issues with the following
CB Protection https://www.carbonblack.com/resource/cb-protection-datasheet/
ESET Service https://www.eset.com/us/
Thanks,
Anne
ps your support site is a little strange when I type into it. There is a long lag time after I type.
Hi Anne,
I saw you're working with Eric on this issue and he offered some suggestions, including ways to add exceptions to Carbon Black or disable it to test out how the file behaves without that on.
We'll follow along in your case as you keep Eric in the loop on that testing.
UPDATE: My organizations's IT team has told me that they can confidently state that is not our Antivirus or any other security causing the Storyline process error on saving. It also is not any backup software causing it.
It is an intermittent issue. All signs seem to point to an issue with the Storyline software itself.
Thanks,
Anne
Hi Anne,
Our team is continuing to look into this as well, but so far the commonality we've seen is Carbon Black also being installed. We'll keep you posted here and as a part of your Support case with any more details.
Hi Ashley,
Thanks! I will forward your response to my IT team. The trouble is, they only have so many resources to help with an intermittent issue. I have requested the whitelisting but am still awaiting approval for that. They say they need ample justification to do so, and I’m trying to make a case. Any additional information you could send me on this would be most appreciated.
Thanks again,
Anne
Hi Ashley,
I was just notified that my IT group applied the whitelisting you suggested to Carbon Black on my machine. I will keep you posted to see if this improves things.
Thanks again for all your help.
Anne
ps here is the image IT sent me to show what they did. Can you confirm that this is correct?
Hi Anne!
I'll share this information with Eric in your support case #01743682. They'll reach back out to you shortly!
I am having the same problem as people on this board but I was running file syncing software. Do you have a suggested fix for that?
Hello, Michael. So sorry you're at this roadblock!
This related discussion on syncing software came to mind, and it looks like disabling the sync when opening a Storyline file helped resolve any issues.
Please let us know if that doesn't work, as we definitely want to lend a hand!