Lastest December 2017 updates made SL360 unable to open for me
Dec 15, 2017
I’ve recently submitted a support case for this issue, but wanted to see what others here might have to say while I wait for a response from Articulate.
After installing the latest update to Storyline 360, Dec 12, 2017, Build 3.11.14180.0 (and later, the Dec 14, Build 3.11.14192.0update), I can no longer launch Storyline. Each time I try to open it, it fails and I see an error message, “Articulate Storyline 360 has stopped working” (Windows 7).
This has rendered the product unusable for me. I’ve never encountered such issues as this with earlier SL360 updates, or SL2 or SL1 versions before.
At first I just tried rebooting after performing the update and problem first began; this had no results. Then, I tried uninstalling and re-installing SL360 via the Articulate 360 panel. After this didn’t work, I uninstalled the entire Articulate 360 and reinstalled it, and SL360, but I have still run into the same dilemma.
I don’t know if this is currently a known issue, and one that might get fixed in a future SL360 update. I’m wondering if it’s possible to find and download a previous SL360 version to install. The last working update for me was November 14, 2017 (Build 3.10.13923.0).
16 Replies
Hi Scott,
We're actually working on a fix for this right now! It seems to be an issue with some custom fonts installed on a users system - but not to worry, our team will get you some more info and once we have the fix we'll release an update too!
As always, Ashley, thanks for the response and feedback! I'm glad to hear it's a known issue and something is coming around soon.
I recall having an issue related to fonts back when I was trying out Storyline 3. Funny how antagonistic those custom fonts on one's computer can be!
Good news for your Friday, Scott! We just released another update for Storyline 360 which includes a fix for the issue where Storyline stopped working after installing Update 11.
Just launch the Articulate 360 desktop app on your computer and click the Update button for each application. Details here.
Please let us know if you have any questions, either here or by reaching out to our Support Engineers directly.
Thanks again, Articulate team! This update did a good thing, and I can now launch SL360.
Glad to hear it Scott, thanks for popping back in with an update to confirm :)
Hi, I have just updated Storyline 360 on my computer. Unfortunately, I can't no longer have access to my files. I have an error message when I open it saying that I can't open Storyline because of an error. Has anyone have the same issue ?
Thanks
Claire
Hi Claire,
I'd start by going through a repair for Storyline 360, it sounds like something went amiss in the update install - so that'll be the best first step.
If you're still seeing the error, can you reach out to our Support team here? They can work one on one with you to troubleshoot!
Hi Ashley,
Thanks for your quick answer. It's working perfectly now!
Awesome Claire - glad it was an easy one!
Hi,
Is that possible to see what has changed with this update. I have been having issues since the updates like a screen that only appears with the background and without all the other elements. I have opened the file on another computer with the previous version and it is working well. Another example is a trigger that is working the first time but not the second one.
Have you heard of other people with this kind of isssues? I might need to go back to the previous version for the time being.
Thanks
Claire
It looks like the updates from this morning have fixed the issues :)
Hi Claire,
You can always find all the fixes and features listed here.
If you think you've run into another bug with the latest updates, and need to roll back to an earlier version, our support engineers are happy to help you out! They'll test to confirm the bug and then can provide you a link to an earlier version if it appears that the bug was something introduced recently.
I am having the same trouble with my Articulate Presenter '13. Is this a known issue for this software, too?
Hi Jodi,
Articulate 360 and Presenter 13 are different product versions, so these issues are not connected. The last update for Presenter '13 was in March 2017 as noted here, so if you've recently run into issue opening it I'd want to have you work with our Support Engineers to figure out what changed on your computer.
Hi Alyssa,
I'm having the same issue also, and unluckily, I can't even open the Articulate 360 desktop app because that "Articulate Storyline 360 has stopped working" dialog appears, so I never get the chance to even update my files. ;( Any solutions?
Thanks,
Michelle
Hey Michelle,
Sorry to hear that you've run into a roadblock with your software and updating.
I do see that you've reached out to our support team, so I'll make a note and you should be hearing from someone soon.
This discussion is closed. You can start a new discussion or contact Articulate Support.