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What gives? I can't re-save it as a new file. I'm screwed. About to lose half a day of work here. Any help? We've had this for less than a week, and never had (major) issues with Storyline 1, like this. Saving on C drive. Windows 7.
Justin, We are experiencing the same issue as you have described. To further describe our situation, our client provided us their SL1 files to work with/clean-up/finish developing; there are video files included. We upgraded to SL2 and also have another developer working on the project. We had originally been working on a server, but have gone back to working on local/hard drive; We have imported the project into a new project and still are running into problems. Suggestions?
Based on your description, and to re-iterate what Justin shared previously, it sounds as if you have confirmed some of the common themes that we are seeing.
FYI: Micheal Grady and I are working on this project together. I did send the SL2.story project file and is attached to Case Number: 00437091.
The only problem is that when I ran the "SLLogZip.bat file" from the "How to Upload Articulate Storyline 2 Error Logs to Articulate Support" there was no "ArticulateLogFiles.zip" file on my desktop as it stated in the dialogue box. I've checked my desktop a few times since that process thinking it may take a while....that file is a no show.
Michael gave me the go ahead and I uninstalled SL2 from my PC. Re-installed the software and on my 2nd attempt at saving.....the dialogue box popped up again and denied me saving my work.
Thanks for sharing that here - and our team is still investigating this issue. I know Anthony that you're working in a support case, and that's the best way to continue with these issues so that our support engineers can continue to look at your system set up in more detail than we can in the forums.
Jonathan, if you'd like to have us take a look at the behavior as well, please connect with our support engineers here after going through the repair steps mentioned earlier in this thread and linked here.
I'm hearing a lot of appologies, but no resolution. Why are we doing your beta testing. Storyline 2 Update 1 is a mess. Unable to save files; text boxes disappear; content disappears,... And please don't ask me to submit files or get in touch with your engineers. From what I can see they have enough samples.
You should be receiving an email regarding the initial release of Storyline shortly. We do want to let you know that we only support the latest updates of the products, and that there are some bug fixes in this update that we would not want you to miss out on by reverting back to the initial release.
We are still actively investigating this issue, and hopefully with all the samples that we have already received, we can get a resolution soon.
OK, we need this issue resolved NOW. Our combined amount of time LOST because of this issue is 5 business days! I just submitted my error log. Please provide a detailed update to Articulate's progress on this matter.
I checked and can see that your support case did just come in. Keep an eye out for a reply from support@articulate.com. I have also noted the case number so I can check in on progress.
SL2 crashed on me (us) again. I have uploaded the .story file and log per Regil Galve. HOWEVER, when you try to run SLLogZip.bat it does not create a file on your desktop; when you run SLCrash it does, which is what I uploaded.
Please follow up on this issue with me. We are losing both valuable time, and trust in SL2. The cool new features don't outweigh this issue.
I may have a temporary solution for those suffering. I am also experiencing the issue, but I have come up with a way to get around it.
As soon as I get the save error I try to save the project out as a different filename. It comes up with an error still, but if I look in the folder there will be a new file created. Don't get excited, it's just a duplicate of the file your working on before the save. I then open that project in a separate instance of Storyline. I do this because I want to preserve all my vars and triggers on the master. I then delete all the slides in the duplicate project, then copy the slides from the project that can't save out. It takes a bit of time, but the slides do transfer. Then I save out the new project without issue.
I know that this issue persists for a number of you, and our QA team continues to investigate the issue. Since it has not be something we're able to consistently reproduce, it will be helpful to have additional users who are able to share their project files with us and once our team has a fix in place, we'll be able to provide you with a beta version to test that further and confirm that it resolves the issue you've been experiencing. If you'd like to share your files with us, please send them along to our team here and reference this thread so that they're aware of the troubleshooting steps that you've already gone through.
Thank you for your continued patience as we work towards a fix for this.
I am experiencing this as well. Yes, it's with a file that was SL1 then SL2. Yes, it includes video and/or screen recordings. I seem to have some luck with saving it under a different name each time, but mine also freezes up on me when I try to publish.
I'm sure you all are working on it. We are desperate for a resolution!
Our team continues to investigate this issue, but I know that Update 2 of Storyline was release recently. Have you updated to the newest update to see if that helps with your particular situation?
We have installed the recent SL2 update but have not worked on that particular file just yet. We have gone back to SL1 with that particular client and their additional courses. (Not the solution we had hoped to take but it's stable)
Thanks Michael for the update, and please let us know once you're able to use the newest update of SL2 on that particular file if you continue to experience the behavior - and on a brand new file.
Hi Ashley, due to NDA's I can't share my project file with you guys, but I can maybe shed some light as to when it happens. Hope I don't confuse the matter even more.
If I work on the project without ever opening an adobe product or another instance of storyline, I never have the issue. If I open a second instance of storyline, then the issue turns up about 25% of the time. If I open photoshop and work with some files for about an hour while storyline is open, then try to save the project, it produces the error about 60% of the time. If I have two storyline instances open and Photoshop, I can be 95% sure it will fail to save.
Now if I close everything down before saving the project the chances of a failure go back to about 25%. Also It seems to occur more often on my AMD processor machine (3.4Ghz 6cores, 8GBDual channel ram) than my intel machine (2.8Ghz 4cores. 8GBTripple channel Ram).
Thanks for sharing that additional information here. It sounds like an overall memory issue you may be running into, although you mentioned Adobe specifically? Have you tried with other non-Adobe programs open (like Outlook, web browsers, etc.)? You'll also want to ensure you're saving to your local drive as saving to a network drive is known to cause issues.
Also, if you'd like to share privately, our Support engineers will keep the files confidential.
I think it's a memory issue as well. Other programs don't seem to interfere, word, outlook, and flash all seem to have no adverse effects. As for the location of the project. I have saved to both a portable and local hard drive and there isn't any difference in occurance. It just seems the Intel machine has far less instances of the occurance. In fact I had it happen about 6:1 times on the AMD machine vs the intel. My coworkers have intel machines and had it happen on their systems at least once. I know it's not the graphics cards because we all have different brands.
187 Replies
Hi Ashley
I'll try emailing support directly tomorrow.
Best wishes
Simon
I'm crashing and burning here.....has this issue been resolved?
I'm getting work done but I'm saving at a snails pace or should I say.....trying to save.
Justin, We are experiencing the same issue as you have described. To further describe our situation, our client provided us their SL1 files to work with/clean-up/finish developing; there are video files included. We upgraded to SL2 and also have another developer working on the project. We had originally been working on a server, but have gone back to working on local/hard drive; We have imported the project into a new project and still are running into problems. Suggestions?
Hi Michael!
Based on your description, and to re-iterate what Justin shared previously, it sounds as if you have confirmed some of the common themes that we are seeing.
That being said:
Could you send us 3 things:
Hi Leslie,
FYI: Micheal Grady and I are working on this project together. I did send the SL2.story project file and is attached to Case Number: 00437091.
The only problem is that when I ran the "SLLogZip.bat file" from the "How to Upload Articulate Storyline 2 Error Logs to Articulate Support" there was no "ArticulateLogFiles.zip" file on my desktop as it stated in the dialogue box. I've checked my desktop a few times since that process thinking it may take a while....that file is a no show.
Hi Anthony!
Thanks for submitting that to our support team (and for tying you and Michael together).
As we mentioned, we are trying to pinpoint this issue and working with support is our recommendation.
You should be hearing from someone soon.
Hi Leslie,
I figure I give you an update.
Michael gave me the go ahead and I uninstalled SL2 from my PC. Re-installed the software and on my 2nd attempt at saving.....the dialogue box popped up again and denied me saving my work.
Any word on a fix?
+1 for this problem. Suddenly started for me yesterday.
Project include video.
Hi Anthony and Jonathan,
Thanks for sharing that here - and our team is still investigating this issue. I know Anthony that you're working in a support case, and that's the best way to continue with these issues so that our support engineers can continue to look at your system set up in more detail than we can in the forums.
Jonathan, if you'd like to have us take a look at the behavior as well, please connect with our support engineers here after going through the repair steps mentioned earlier in this thread and linked here.
I'm hearing a lot of appologies, but no resolution. Why are we doing your beta testing. Storyline 2 Update 1 is a mess. Unable to save files; text boxes disappear; content disappears,... And please don't ask me to submit files or get in touch with your engineers. From what I can see they have enough samples.
Hello David!
You should be receiving an email regarding the initial release of Storyline shortly. We do want to let you know that we only support the latest updates of the products, and that there are some bug fixes in this update that we would not want you to miss out on by reverting back to the initial release.
We are still actively investigating this issue, and hopefully with all the samples that we have already received, we can get a resolution soon.
OK, we need this issue resolved NOW. Our combined amount of time LOST because of this issue is 5 business days! I just submitted my error log. Please provide a detailed update to Articulate's progress on this matter.
Hello Michael!
I checked and can see that your support case did just come in. Keep an eye out for a reply from support@articulate.com. I have also noted the case number so I can check in on progress.
Hello Emily.
SL2 crashed on me (us) again. I have uploaded the .story file and log per Regil Galve. HOWEVER, when you try to run SLLogZip.bat it does not create a file on your desktop; when you run SLCrash it does, which is what I uploaded.
Please follow up on this issue with me. We are losing both valuable time, and trust in SL2. The cool new features don't outweigh this issue.
Hello Michael!
I do see that your email was received. I am sure Regil will reply shortly. I will also continue to keep an eye on the support case for you.
Is it possible to CHARGE you guys for our time lost?
I think some sort of refund should be in order.
I may have a temporary solution for those suffering. I am also experiencing the issue, but I have come up with a way to get around it.
As soon as I get the save error I try to save the project out as a different filename. It comes up with an error still, but if I look in the folder there will be a new file created. Don't get excited, it's just a duplicate of the file your working on before the save. I then open that project in a separate instance of Storyline. I do this because I want to preserve all my vars and triggers on the master. I then delete all the slides in the duplicate project, then copy the slides from the project that can't save out. It takes a bit of time, but the slides do transfer. Then I save out the new project without issue.
Hope This saves some people time and money. GL
Hi all,
I know that this issue persists for a number of you, and our QA team continues to investigate the issue. Since it has not be something we're able to consistently reproduce, it will be helpful to have additional users who are able to share their project files with us and once our team has a fix in place, we'll be able to provide you with a beta version to test that further and confirm that it resolves the issue you've been experiencing. If you'd like to share your files with us, please send them along to our team here and reference this thread so that they're aware of the troubleshooting steps that you've already gone through.
Thank you for your continued patience as we work towards a fix for this.
I am experiencing this as well. Yes, it's with a file that was SL1 then SL2. Yes, it includes video and/or screen recordings. I seem to have some luck with saving it under a different name each time, but mine also freezes up on me when I try to publish.
I'm sure you all are working on it. We are desperate for a resolution!
Hi Julie,
Our team continues to investigate this issue, but I know that Update 2 of Storyline was release recently. Have you updated to the newest update to see if that helps with your particular situation?
Hello Ashley,
We have installed the recent SL2 update but have not worked on that particular file just yet. We have gone back to SL1 with that particular client and their additional courses. (Not the solution we had hoped to take but it's stable)
Thanks Michael for the update, and please let us know once you're able to use the newest update of SL2 on that particular file if you continue to experience the behavior - and on a brand new file.
Hi Ashley, due to NDA's I can't share my project file with you guys, but I can maybe shed some light as to when it happens. Hope I don't confuse the matter even more.
If I work on the project without ever opening an adobe product or another instance of storyline, I never have the issue. If I open a second instance of storyline, then the issue turns up about 25% of the time. If I open photoshop and work with some files for about an hour while storyline is open, then try to save the project, it produces the error about 60% of the time. If I have two storyline instances open and Photoshop, I can be 95% sure it will fail to save.
Now if I close everything down before saving the project the chances of a failure go back to about 25%. Also It seems to occur more often on my AMD processor machine (3.4Ghz 6cores, 8GBDual channel ram) than my intel machine (2.8Ghz 4cores. 8GBTripple channel Ram).
Hi Jean-Guy,
Thanks for sharing that additional information here. It sounds like an overall memory issue you may be running into, although you mentioned Adobe specifically? Have you tried with other non-Adobe programs open (like Outlook, web browsers, etc.)? You'll also want to ensure you're saving to your local drive as saving to a network drive is known to cause issues.
Also, if you'd like to share privately, our Support engineers will keep the files confidential.
I think it's a memory issue as well. Other programs don't seem to interfere, word, outlook, and flash all seem to have no adverse effects. As for the location of the project. I have saved to both a portable and local hard drive and there isn't any difference in occurance. It just seems the Intel machine has far less instances of the occurance. In fact I had it happen about 6:1 times on the AMD machine vs the intel. My coworkers have intel machines and had it happen on their systems at least once. I know it's not the graphics cards because we all have different brands.