Malwarebytes returns a clean scan on my computer but when I go to open any Storyline file, it's being quarantined with the warning 'Malware.Heuristic.1001'. The location indicates Program Files (x86)/Articulate\360\Storyline\Articulate.IntelPrimitives.dll.
Has anyone encountered this issue and if so, are you able to provide any guidance? It's only happening with .story files.
Thanks for reaching out and sharing what you are experiencing with your files. I've opened a support case on your behalf so that one of our support engineers can take a look and work with you directly.
I didn't get an email or a call yesterday. Is it possible to address this ticket today? I can't even build a new project with the current issue. Even starting from scratch won't work and I need to deliver a significant project by Friday for staff onboarding on Monday.
Thanks for the heads up. I was able to take a look and see that one of our support engineers is taking a look. I've let them know you're reaching out here for a reply.
I have the same problem. Malwarebytes allows me to restore the program file; (x86)/Articulate\360\Storyline\Articulate.IntelPrimitives.dll but it does not show on Malwarebytes allow list and restoring it doesn't allow me to use Articulate 360. I suppose I could turn Malwarebytes off but am disinclined to take that approach. Thanks! steve
I do see that your support team already sent an email with a solution (basically an uninstall/reinstall with a few bells/whistles). I'll give that a go later today when I have some downtime. Thanks!
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Possibly also relevant - there is no listing at all for this file in the Articulate folder. Articulate.IntelPrimitives.dll does not appear anywhere.
Hi Sarah, and welcome to E-Learning Heroes. 😊
Thanks for reaching out and sharing what you are experiencing with your files. I've opened a support case on your behalf so that one of our support engineers can take a look and work with you directly.
You should be hearing from someone soon.
Hi again,
I didn't get an email or a call yesterday. Is it possible to address this ticket today? I can't even build a new project with the current issue. Even starting from scratch won't work and I need to deliver a significant project by Friday for staff onboarding on Monday.
Hi Sarah,
Thanks for the heads up. I was able to take a look and see that one of our support engineers is taking a look. I've let them know you're reaching out here for a reply.
Is there a solution yet?
I have the same problem. Malwarebytes allows me to restore the program file; (x86)/Articulate\360\Storyline\Articulate.IntelPrimitives.dll but it does not show on Malwarebytes allow list and restoring it doesn't allow me to use Articulate 360. I suppose I could turn Malwarebytes off but am disinclined to take that approach. Thanks! steve
Hi, Steve!
Thank you for reaching out!
You should hear from our team soon via e-mail, as I also opened a support case with our engineers on your behalf.
Thank you Maria! Much appreciated.
I do see that your support team already sent an email with a solution (basically an uninstall/reinstall with a few bells/whistles). I'll give that a go later today when I have some downtime. Thanks!
Thank you...resolved.
best! steve
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Hi, Steve!
Thank you for taking the time to update the discussion, letting us know the problem is resolved. I'm very happy to hear it!