I recently changed laptops at work and continuously receive an error message when trying to preview a project. (The one which asks me to send the error report). This includes previewing a brand new project which is completely blank - just one white slide.
If you've confirmed the above steps and are still getting the error message, please connect with our support engineers. Let them know you've looked at the above information, and they'll take it from there!
Thanks for your response. I have tried all of the above but to no avail. I'm convinced it may be something to do with Flash. Correct me if I'm wrong, but Storyline 3 previews using Flash? I may attempt an older setup file on my new laptop, which worked fine on my older one.
Yes, Storyline 3 still relies on Flash for authoring, specifically in the Timeline preview and player properties preview. It still needs to be installed on your computer per the system requirements here.
Is the error message you're seeing the general "Storyline encountered an error and needs to close", or something more specific?
Sorry, I can't send a screenshot today as i'm using my old laptop. I am receiving another new laptop on Monday. it sounds like the error you mention, where it prompts me to press the Send button to submit the issue.
I hope you don't mind, but I've opened a case with our Support Engineers on your behalf so that we can help get you up and running!
They're rockstars at finding the cause of this error and will share some next steps to try. Look for an email from support@articulate.com soon, and I'll follow along!
Oh no! Sorry to hear you're still at this roadblock, Mark.
I'm going to share this extra detail with Miker so that we can explore some next steps. In addition to the troubleshooting steps, I see he also shared steps on how to pull system logs from your machine. Let us know if you need a hand!
He'll delve into your diagnostic logs and let you know his findings. Talk soon!
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Hi there, Mark. Since this issue is happening across the board on your new machine, here's what I recommend:
If you've confirmed the above steps and are still getting the error message, please connect with our support engineers. Let them know you've looked at the above information, and they'll take it from there!
Thanks for your response. I have tried all of the above but to no avail. I'm convinced it may be something to do with Flash. Correct me if I'm wrong, but Storyline 3 previews using Flash? I may attempt an older setup file on my new laptop, which worked fine on my older one.
Hi Mark,
Yes, Storyline 3 still relies on Flash for authoring, specifically in the Timeline preview and player properties preview. It still needs to be installed on your computer per the system requirements here.
Is the error message you're seeing the general "Storyline encountered an error and needs to close", or something more specific?
Sorry, I can't send a screenshot today as i'm using my old laptop. I am receiving another new laptop on Monday. it sounds like the error you mention, where it prompts me to press the Send button to submit the issue.
Hi there, Mark. Appreciate you giving Crystal's handy pointers a try!
I hope you don't mind, but I've opened a case with our Support Engineers on your behalf so that we can help get you up and running!
They're rockstars at finding the cause of this error and will share some next steps to try. Look for an email from support@articulate.com soon, and I'll follow along!
Thanks for your replies. Screenshot above for you... I'll await an email from the support team.
Good morning, Mark.
Thanks for sharing this screenshot! I'll upload it to your support case with Miker.
In the meantime, I see he recently sent you the How to Fix Unexpected or Erratic Behavior in Storyline 3 instructions. Be sure to let us know if that helps solve the issue – Miker and I are standing by!
Hi Katie, still no luck. For the time-being, I've been previewing within the slide using the timeline instead. This works fine.
Oh no! Sorry to hear you're still at this roadblock, Mark.
I'm going to share this extra detail with Miker so that we can explore some next steps. In addition to the troubleshooting steps, I see he also shared steps on how to pull system logs from your machine. Let us know if you need a hand!
He'll delve into your diagnostic logs and let you know his findings. Talk soon!
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