I updated my Storyline software today and have had so many difficulties that uninstalled and re-installed 3 times. At first, when I would edit an audio file it would say "file not found" and the audio disappeared. Now I can hear my audio when I record it, edit the file and listen to the audio from the audio file itself; however, I cannot hear the audio in Preview mode or when I tried publishing the file. Someone please help! This is a file currently in editing mode so please only look at slide one or 2 as this is a file from a few months ago that I am editing.
Thank you for reaching out! I am sorry that you are running into these troubles here.
I reviewed the file you provided, and I do see that the audio files on the first two slides appear to be missing. It looks like they are stuck "loading," and I also see that error message that they are missing. When reviewing the rest of the course, the audio files do appear, and I can hear the audio when previewing. May I ask if the course is stored on a network drive?
In regards to previewing and publishing, I did find that the other slides that contain audio would play as intended. When previewing those slides, are you able to hear the audio files? If not, could I have you revert to a previous version of Storyline to see if the issue remains? Here is how you can do that:
I am experiencing the same issue. However, I have noticed that when I launch Articulate Storyline, I get an alert from CB Defense stating that C:\program files (x86)\articulate\360\storyline\lame.exe is known malware and is blocked. I looked up this file and it is a media encoder which explains why the audio doesn't work and will not export. I could ask my IT team to see if they can unblock it but the question comes up, what has changed in Articulate that caused the CB Defense to block. Just to be clear, I had the previous version installed the file worked, I then upgraded and I get the error. It sounds like others are having the same problem so this appears to be systemic with Articulate. At this point, we cannot publish any course and our work has come to a halt.
We were able to resolve the issue for our company. Articulate upgraded a program called lame.exe in their last software upgrade (it is a media encoder). Carbon Black Defense, which is used by my company as a malware detection program, flags it as malware. More than likely Carbon Black has not evaluated the newer version of lame.exe and so it is automatically being flagged. Internal IT has whitelisted the program and it is now working. You may want to check with your IT team to see if the lame.exe program is being blocked by whatever malware/virus protection software you are using (they should be able to check the log files). Hope this helps.
5 Replies
Hi Peggy,
Thank you for reaching out! I am sorry that you are running into these troubles here.
I reviewed the file you provided, and I do see that the audio files on the first two slides appear to be missing. It looks like they are stuck "loading," and I also see that error message that they are missing. When reviewing the rest of the course, the audio files do appear, and I can hear the audio when previewing. May I ask if the course is stored on a network drive?
In regards to previewing and publishing, I did find that the other slides that contain audio would play as intended. When previewing those slides, are you able to hear the audio files? If not, could I have you revert to a previous version of Storyline to see if the issue remains? Here is how you can do that:
Please keep us posted and let us know if you have any questions!
I am experiencing these same issues after updating Storyline this morning. Thanks for posting your issue, Peggy.
I am experiencing the same issue. However, I have noticed that when I launch Articulate Storyline, I get an alert from CB Defense stating that C:\program files (x86)\articulate\360\storyline\lame.exe is known malware and is blocked. I looked up this file and it is a media encoder which explains why the audio doesn't work and will not export. I could ask my IT team to see if they can unblock it but the question comes up, what has changed in Articulate that caused the CB Defense to block. Just to be clear, I had the previous version installed the file worked, I then upgraded and I get the error. It sounds like others are having the same problem so this appears to be systemic with Articulate. At this point, we cannot publish any course and our work has come to a halt.
Hi Jose,
I responded to you over in this discussion! Be sure to let my teammate, Christopher, know if his suggestion helped in your case!
Hi Teresa,
We were able to resolve the issue for our company. Articulate upgraded a program called lame.exe in their last software upgrade (it is a media encoder). Carbon Black Defense, which is used by my company as a malware detection program, flags it as malware. More than likely Carbon Black has not evaluated the newer version of lame.exe and so it is automatically being flagged. Internal IT has whitelisted the program and it is now working. You may want to check with your IT team to see if the lame.exe program is being blocked by whatever malware/virus protection software you are using (they should be able to check the log files). Hope this helps.
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