Player issue -Latest SL 360 (Build 3.31.19951.0) Solved

I have just reinstalled previous version "July 23, 2019 (Build 3.30.19518.0)" and issue is gone, so must be an issue with August update. As I need to continue work on existing projects I'll suspend updates, Hopefully this will be resolved soon.

Doug

Oh no, Doug! So sorry you're hitting that error report.

I'm having trouble recreating this in a Storyline 360, build 3.31.19951.0, sample file (click here to see a short recording of my test).

For our next steps, let's see if a fresh copy of Storyline 360 does the trick. Go through these steps, and let us know if that helps! 🤞

Does anyone know if this fix works? This is a big job for us as we have many users!

Can we continue working with the player after dismissing the error message or will we experience other issues.

Thanks

Nikki

Hi Nikki,

I haven't heard or seen other reports of this error. Typically, that error indicates something went wrong with the install of Storyline or the individual file which is causing the crash. I'd always suggest going through a repair as a good first step as it's a quick process and an easy way to rule out that issue.

Let us know if you're still having trouble and we can dig in more to the specifics of your set up! 

Hi Katie, unfortunately those steps  did not work.

It appeared that any existing files that used an older modified modern player created the issue. This happened 100% of the time in the 10+ files I tried. New files did not exhibit the issue.

I have resolved the issue by creating a NEW identical modified player and saving the player then applying the new player to the old file. I assume the issue was with the older modified players. Very odd issue but I can now use the latest version of 360.

Appreciate you circling back with this valuable detail, Doug!

I'm glad you got this sorted, and I'm with you: so strange. If you run into this again, please give us a shout here or get in touch with our Support team directly here!

We are still experiencing problems since the latest update. Due to us having numerous users and projects on the go at any one time, following the above recommendations would be extremely time consuming. Are Articulate looking into these problems and when can we expect a solution?

Many thanks

Hello Nikki!

I'm happy to take a look at your file and see what's happening. You can share the file in this discussion by using the "add attachment" button. If you prefer to share the file privately, use this link and our Support Engineers will take a look.

We'll get back to you as soon as we find the culprit!