I am using a number of GIF files in my current course and everytime I try to preview a screen I get the Articulate Storyline Error Report. I also get this if I try to preview a scene (with a GIF in it) and a course. In attempting to publish the course to Review I also get the same error. Essentially it means that my course is broken unless I remove the GIFs.
Would you be willing to share your .story file with us for testing? You can share it privately by using this upload link. We'll delete it after taking a thorough look!
Hi, William. Thanks for these details, and for sending in a file for testing!
I see you're already working closely with Renato to see if we could isolate the cause of this crash. You're in skilled hands, and I'll follow the case along!
Can you try updating to the latest version and see if you still run into the same issue? I just inserted a gif into my course and had no issues in Preview mode, nor when I published to Review 360.
If you're still getting this error after updating, feel free to connect with our support team to take a closer look at your file!
Hi all, I'm experiencing this same issue when authoring a new course- as soon as I insert a GIF, the course fails to preview and freezes. I'm running 3.42.22792.0. As a test, I created a blank project with two slides, one with a simple png, and the second slide for a GIF. Previewing with just the PNG on slide 1 with nothing on slide 2 works fine. As soon as the GIF is on slide 2, the preview hangs and the program must be quit via task manager. Any advice?
Hi, I am having this same issue today on build (v3.45.23393.0) all was fine until I inserted an animated .gif file and then you cannot preview the screen and Storyline completely locks up and you are left with just a spinning cursor. I have tried Katie's suggestion of uninstalling, rebooting and re-installing and made no difference - there is clearly still a bug in Storyline with regards to gifs.
I will have to remove them and put in static graphics for now as this is a time urgent client build.
Hi - I too am having this issue with previewing or publishing content with animated gifs. I am using Storyline 3 Update 11:3.11.23355.0.
I created a new project with a very simple slide with buttons in it and had no problems previewing or publishing it. Then I added a slide with buttons and an animated gif on the slide layers. This slide will not preview or publish (I get the Storyline error message 'something has gone wrong') and then I have to close Storyline before I can go on with any editing.
I am now having this problem with files I have previewed and published before so something has clearly changed recently to cause this error. I'd love to get some help on this one because I have the animated gif closure icons throughout hundreds of files.
I've attached a 2 slide file for troubleshooting - the first slide is fine, the 2nd slide has an animated gif on the layer and I cannot preview this slide nor publish the whole project unless I remove the animated gif.
I would raise a ticket with support - they have suggested to me that
Storyline doesn't like high res gifs and to reduce it in size to the size
needed on the screen (mine was larger than screen view). I am about to try
that next week and will let you know if it makes any difference. Definitely
raise a support ticket for your issue though.
I'm happy to help! I looked into similar cases regarding this issue and most fixed this issue with their IT team changing permissions. If this sounds similar, then you'll want to look into adjusting your network endpoints.
Thanks Lauren for the reply. I reached out to a Support Engineer and it seems there is a bug.
I can get GIFS under 1.5MB to work, but anything larger and Storyline hangs. The support engineer was able to replicate it and has passed it on to engineering.
Thank you for opening a support case. I see you are working with my teammate Mark to try to find a solution for this issue. The workaround suggested was to trim down the size of the .GIF file instead of scaling it in Storyline.
Usually, gif with larger size creates such issues. You can optimize your gif and reduce the size. https://ezgif.com/optimize I found this website useful. Keep the compression level as 6 while converting.
We'd be happy to take a look. I'd like you to share your gif with our support engineers to investigate what's happening with your permission. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.
I am having the same issue. Had a gif that was 2.5MB and decreased the size to 57KB. This didn't solve my issue and Storyline gave an error when I tried to preview and then wouldn't let me do anything. I have a FAST turnaround for a project I'm doing (meaning Monday) and I don't know how to solve this issue.
Have you tried making the gif the exact size of where it’s supposed to sit in the slide ie if the space is 300x300 ensure the gif is also 300x300 rather than a large gif shrunk down? Just a thought, that’s what we had to do.
I just wanted to post in here in case someone is still having issues.
I received cannot preview Storyline 360 with animated gif. Preview freezes and then I receive a pop-up that "magick.net-q8-x86.native.dll " is being blocked by my administrator.
Reaching out to IT could be the answer to solving this. I just submitted a ticket to address this, so I'm waiting to see if that's the case.
27 Replies
Hi there, William. Thank you for that recording!
It's helpful to see, and I'm so sorry that's happening. A few quick questions to help us unlock this behavior:
Looking forward to digging deeper!
Ok, I'm using V3.32.20313.0
Importing the slides into a new stroyline file makes no difference.
I will attempt to share the file I created when importing the files.
Hi, William. Thanks for these details, and for sending in a file for testing!
I see you're already working closely with Renato to see if we could isolate the cause of this crash. You're in skilled hands, and I'll follow the case along!
Is there a solution to this problem? Starting a new project I'm having the same issue with any gif.
Running Storyline 3.42.22691.0
Hi Andrew,
Can you try updating to the latest version and see if you still run into the same issue? I just inserted a gif into my course and had no issues in Preview mode, nor when I published to Review 360.
If you're still getting this error after updating, feel free to connect with our support team to take a closer look at your file!
Hi all, I'm experiencing this same issue when authoring a new course- as soon as I insert a GIF, the course fails to preview and freezes. I'm running 3.42.22792.0. As a test, I created a blank project with two slides, one with a simple png, and the second slide for a GIF. Previewing with just the PNG on slide 1 with nothing on slide 2 works fine. As soon as the GIF is on slide 2, the preview hangs and the program must be quit via task manager. Any advice?
Hi David!
Thanks for bringing this back up! I used Storyline 360 Update 3.42.22792.0, where I'm having trouble recreating any issues on slides that have a GIF.
If you haven't already, let's try a simple repair of Storyline since the issue is happening in any project file:
Let me know if the hang remains after those steps. We'll get to the bottom of this!
Hi, I am having this same issue today on build (v3.45.23393.0) all was fine until I inserted an animated .gif file and then you cannot preview the screen and Storyline completely locks up and you are left with just a spinning cursor. I have tried Katie's suggestion of uninstalling, rebooting and re-installing and made no difference - there is clearly still a bug in Storyline with regards to gifs.
I will have to remove them and put in static graphics for now as this is a time urgent client build.
Hi - I too am having this issue with previewing or publishing content with animated gifs. I am using Storyline 3 Update 11:3.11.23355.0.
I created a new project with a very simple slide with buttons in it and had no problems previewing or publishing it. Then I added a slide with buttons and an animated gif on the slide layers. This slide will not preview or publish (I get the Storyline error message 'something has gone wrong') and then I have to close Storyline before I can go on with any editing.
I am now having this problem with files I have previewed and published before so something has clearly changed recently to cause this error. I'd love to get some help on this one because I have the animated gif closure icons throughout hundreds of files.
I've attached a 2 slide file for troubleshooting - the first slide is fine, the 2nd slide has an animated gif on the layer and I cannot preview this slide nor publish the whole project unless I remove the animated gif.
Please help!
Hi,
I would raise a ticket with support - they have suggested to me that
Storyline doesn't like high res gifs and to reduce it in size to the size
needed on the screen (mine was larger than screen view). I am about to try
that next week and will let you know if it makes any difference. Definitely
raise a support ticket for your issue though.
Regards
Lee
Thanks Lee. I have raised a ticket so I will let you know what happens. My gif is very small so I don't think size is the cause in my case.
Regards, Lisa
Thanks for letting us know that you reached out to the support team as well, Lisa. I can see that you are working directly with Johnrey now. 😊
I am also having this issue, following this threat to keep informed.
Hi Aaron!
I'm happy to help! I looked into similar cases regarding this issue and most fixed this issue with their IT team changing permissions. If this sounds similar, then you'll want to look into adjusting your network endpoints.
If this doesn't seem like what you're running into, then let's start by connecting with a Support Engineer!
Thanks Lauren for the reply. I reached out to a Support Engineer and it seems there is a bug.
I can get GIFS under 1.5MB to work, but anything larger and Storyline hangs. The support engineer was able to replicate it and has passed it on to engineering.
I really appreciate you returning with an update! We'll continue updating this discussion when we have a fix.
I have the same issue - very frustrating - any update guys?
no update as yet - gifs under 1.5MB seem to be ok but no larger
Hi, Lee.
Thank you for opening a support case. I see you are working with my teammate Mark to try to find a solution for this issue. The workaround suggested was to trim down the size of the .GIF file instead of scaling it in Storyline.
We'll keep an eye on any new information and update this post when we have news. In the meantime, here's an article explaining how we identify and tackle bugs.
Usually, gif with larger size creates such issues. You can optimize your gif and reduce the size. https://ezgif.com/optimize I found this website useful. Keep the compression level as 6 while converting.
same problem for me but it closes in suddenly when I do the preview. I tried reducing it to 6 (compression) but it doesn't work
Hi Rosy,
We'd be happy to take a look. I'd like you to share your gif with our support engineers to investigate what's happening with your permission. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.
I am having the same issue. Had a gif that was 2.5MB and decreased the size to 57KB. This didn't solve my issue and Storyline gave an error when I tried to preview and then wouldn't let me do anything. I have a FAST turnaround for a project I'm doing (meaning Monday) and I don't know how to solve this issue.
Have you tried making the gif the exact size of where it’s supposed to sit in the slide ie if the space is 300x300 ensure the gif is also 300x300 rather than a large gif shrunk down? Just a thought, that’s what we had to do.
I just wanted to post in here in case someone is still having issues.
I received cannot preview Storyline 360 with animated gif. Preview freezes and then I receive a pop-up that "magick.net-q8-x86.native.dll " is being blocked by my administrator.
Reaching out to IT could be the answer to solving this. I just submitted a ticket to address this, so I'm waiting to see if that's the case.