Help Please- Issue with recording demonstrations with skype / storyline

I have a subject matter expert who just upgraded to windows 10.

 Prior to the upgrade we were using a skype meeting and a conference call. I would give the subject matter expert control of my PC and they would record a systems demonstration in storyline 2 on my PC so I could build show me and try me sections of my online course.

 Now that they are on windows 10, the recording process is not working.  I can set up the recording session and give them control and they can record.  However, when they are done recording and they hit escape to process the record, there is an issue.  I get the window that asks me what type of recording to insert but when I click the insert button storyline looks like it is processing the recording but then it stops and goes back to the storyline interface but the recording is not inserted.  The work is lost.  No recording is saved.  We have replicated this about 6 times.

 We have replicated this error with another person who is on windows 10.

 We have replicated it on a pc that has edge disabled and has windows explorer set to be the default.

 This process works when the subject matter expert is not on windows 10.

 Please help as I have a HUGE project and  I am working on a tight deadline.

 Your speedy reply and help is greatly appreciated.

 

3 Replies
Christie Pollick

Hi, Dayle -- Thanks so much for reaching out and sorry to hear of your troubles! I see that you have submitted a case (00835442) to our Support team, and it looks like our engineer, Robert, has replied as follows:

"Thanks for contacting Articulate Support!  If I understand you correctly, you have a subject matter expert who remotes in to your computer using Skype Meeting and will remotely create a screen recording using the Storyline 2 installation on your computer. 

Kindly confirm if you are able to create a screen recording without any issue if you would personally do it in Storyline 2 using your computer. 

If you yourself are not able to create a recording using your own computer and Storyline installation please follow the troubleshooting steps in this article to fix unexpected or erratic behavior in Articulate Storyline 2. 

Your recording set up is uncommon and a suggestion I can give is to test if the issue is reproducible when using a different tool to remote in to your computer while on Windows 10. 

If you are getting an error message, kindly send over a screenshot so we can have it documented.  Your response is greatly appreciated." 

Please reply to Robert within your case via email with any additional information you can provide, and I'll continue to follow along with the progress being made! 

Dayle Kozlowski

Hello

I wanted to let you know that we (internal IT and my team) tested different users all over the North America yesterday using skype and goto meeting with remote SMEs and they all worked.  We then went back and tested the two original SMEs and they also worked.  Both of those SMEs were in the same location and had been upgraded to windows 10 on the same day that we were recording and experienced the error.  We are not sure why we experienced the error in that location on that particular day.  We assume there is some kind of a batch job that needed to run that evening.  We may never know.  We will continue to monitor the situation as our organization continues to upgrade to windows 10.  If we experience any further issues, we will let you know.

Thanks

Dayle