Export Translation blank error message

Greetings,

I'm trying to export the translation file from a rather big SL3 file. At the very end, I get a blank error message/window and MS Word doesn't open to show me the file. See attached file.

Any similar experience? Any setting I'm missing? In SL3? In Word?

Is there a way to export the translation file out without an error?

Thanks in advance

6 Replies
Ali Goulet

Hey JC!

That's definitely odd, let's get to the bottom of it.

I have a few questions to help narrow down the cause:

  1. Are you running the latest version of Storyline 3? You can check for updates by going to Help > Check for Updates:

  2. Are your files saved locally (on your C:Drive / Desktop)? Or are you working from a network/shared drive?
  3. Does this happen with any file you try to export, or just this particular file?

Let me know and we'll go from there! 

JC Goyette

My colleague's version is in SL3, update 2: 3.2.13213.0 and it worked fine when trying to export. I'm currently using SL3, update 1: 3.1.12115.0. I have Word 2010.

I managed to get the translation file by "tricking" Word, by forcing Windows to close, prompting Word to display a pop-up about saving the file, cancelling Windows' shut down sequence, saving the file and opening the file to make sure everything was fine.

Please note that the day before, I was able to export translation files. I unfortunately ran into this issue the next morning, probably due to SL3 prompting me that an update was available.

On a sidenote, I feel like it's not a normal behavior that a specific function become "broken" when an update is available. Like I said, everything worked fine until SL3's update went live the next day. Is it something frequent or maybe just a rare occurence of a function becoming "corrupted"? I noticed that from 3.1 and 3.2, the Export Translation function went from simply "Export file" to "Export file in [file format]", now offering 2 text formats.

Ali Goulet

Hey JC!

Thanks for all those details, it looks like you've been through a lot of troubleshooting and I really appreciate you letting us know.

To address your last point question- I wouldn't expect anything to break because you have a pending update. An update won't affect your software until you physically install it.

I'm glad you found a useable workaround, but lets see if we can pinpoint the cause of the issue so you don't have to keep running through that!

Are you seeing the same error happening with any other file, or just that one in particular? If it's just that one file, can you share it here so I can do some testing? You can add it as an attachment right to a comment in the thread.

Thanks again!

JC Goyette
Ali Goulet

Are you seeing the same error happening with any other file, or just that one in particular? If it's just that one file, can you share it here so I can do some testing? You can add it as an attachment right to a comment in the thread.

Unfortunately, I cannot share the file due to business reasons. My explanation is the best I can offer at the moment.

To answer your question: As I mentioned, the day before the update, I worked on 2 other SL files which I was able to export the translation. When I got the issue on a 3rd SL file the next day, I did retry to re-export the translation Word files for the 2 previous SL files to see if the problem was due to SL3, Word or the SL file itself; the issue occured as well, as if SL3 itself got glitched by the time it received its "signal" to announce the update. Please also note that I didn't notice anything strange with SL3... and the update hasn't been installed yet. All other functions seem to work as intended.

In short, everything worked as intended the day before, with any file, regardless of size, and it glitched the next day, when the update went live.

Alyssa Gomez

Thanks, JC. I haven't had any luck recreating this problem, and I still need your help. 

Have you installed the latest update of Storyline 3 yet? If not, I'd recommend doing that first. 

After installing the latest update, let us know if you still see an error when you export for translation.

Finally, I understand you not being able to share your file publicly, but you also have the option to send to us privately here. Our team will even sign a NDA, if you'd like.