Preview not loading

Hi, Tom -- Sorry to hear you are experiencing this issue, but there are a few steps we can run through to rule out the causes of some common errors. First, please make sure you are working locally as described here, and you may want to try importing the file into a new file. If you are still having issues, you might want to try to repair Storyline. Also, could you please ensure that you are utilizing the most recent SL2 Update? Info on Update 5 can be found here. 

Please let us know if issues persist. 

Hello,

We have just moved offices. Do we need to configure any specific policies or rules in our firewall to make this work?

Many thanks,

Tom

Hi, Tom -- I honestly can't say that I have seen that error code before, and I am not certain what would be causing it. I have taken the liberty of creating a support ticket for you (00610417), and just submitted it. You should be hearing from one of our Support Engineers via email shortly. 

I have upgraded from windows 8.1 to windows 10 and i have tried to reinstall storyline 2. I am facing the exact same error. According to windows logs:

Activation context generation failed for "C:\Windows\Installer\{16D92384-6B60-475D-AFF2-77871B25532D}\Icon.exe". Dependent Assembly Articulate.Drawing.Internal,processorArchitecture="x86",type="win32",version="2.30.0.4" could not be found. Please use sxstrace.exe for detailed diagnosis.

This is followed by:

Application: InstallLicense.exe

Framework Version: v4.0.30319

Description: The process was terminated due to an unhandled exception.

Exception Info: System.InvalidOperationException

Stack:

   at c.a.a.h.a(DeployLX.Licensing.v3.MachineProfileEntry, Boolean, System.String[], System.Collections.ArrayList, System.IO.MemoryStream)

   at c.a.a.h.a(Boolean, Byte[])

   at Articulate.Licensing.Fireball.get_MachineCode()

   at Articulate.Licensing.Fireball.InstallLicense()

   at InstallInitializer.Form1.Main()

and then 

 Product: Storyline -- Error 1722. There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action InstallLicense, location: C:\Program Files (x86)\Articulate\Articulate Storyline 2\InstallLicense.exe, command:  

Can you help?

Hi, Shirly -- Welcome to the community; we're glad you're here. :)

Thank you for your question and for the detailed information. So that our Support Engineers can analyze the log information you have provided, I went ahead and submitted a support case ticket on your behalf (00646967). After the information is reviewed, you should be hearing from someone on that team via email. 

In the meantime, I would like to ask if you might try importing the file into a new file to see if you find improvement (as that seemed to be the fix that worked for Tom above). 

For information, my issues wasn't just about preview not loading but an inability to publish.  It turned out to be specific to a particular project and, after lots of testing, a particular slide within that project which happened to be a results slide.  I never worked out what the issues was but recreating it from scratch solved the issue.  

Your issues seems to be a little different and more important this is fixed.

Thanks,

Tom

Thanks for the clarification and for the update here, Tom. :)

Is there a way i can track the ticket (00646967) status? 

Hi, Shirly -- It looks like you were sent an email on 9/21/15 @ 9:54 am. Can you please check your SPAM folder to make sure it was not directed there by accident?

In the meantime, Eloisa from our Support Staff had the following to say in her response:

Thanks for contacting Articulate Support! 

I understand that you get an error in Storyline2. 

May I know if you get the same error when working on new or existing projects? If yes, please follow the troubleshooting steps in this article to fix unexpected or erratic behavior in Articulate Storyline 2: 

http://www.articulate.com/support/storyline-2/unexpected-or-erratic-behavior-in-articulate-storyline-2 

It is recommended to disable your antivirus software, if installed. Please also download the zip version of the installer here: 

https://www.articulate.com/downloads/storyline-2/ 

May I know if you have the issue only on a specific project? If so, please import you project into a new .story file. Here's how to import slides from other Articulate Storyline courses: 

http://community.articulate.com/tutorials/products/importing-slides-from-other-articulate-storyline-projects.aspx 

Should the issue persist, please upload your Articulate Storyline project file to our server for review: 

http://upload.articulate.com/?ref:_00D30Txo._50033pn9Yl:ref 

We'll attempt to diagnose what's happening when we receive your uploaded file. 

Hope that helps, Shirly! :)

i did not get any email. 

I think there is a misunderstanding here. As i wrote above, I completely failed to INSTALL storyline 2 in the first place. So any questions about a specific project are irrelevant and sending a project file is also irrelevant. 

Please look again at the details i wrote above. 

Hi Shirly,

Thanks for reaching out here again and I'm sorry to hear you didn't receive an email. I am curious if you were able to go through the steps mentioned here in regards to disabling the anti virus software? Were you downloading an update or just the first installation of Storyline? I've asked our team to reach out to you again and it looks like we have your Gmail address on file? So please keep an eye out for something from Support@articulate.com