Cannot access part because parent package was closed.
Cannot access a closed stream
Store must be open for this operation.
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.
Thanks for updating us. If it's an overall memory issue, I'd look into seeing if you can allocate more memory or working on Storyline with other programs such as Photoshop closed when you go to save or publish. You can see the minimum system requirements for Storyline here (Storyline 1 here).
Well it's pretty obvious that I far exceed the minimum requirements for both programs combined. But it's obvious there is a memory share/cache problem if you can't run more than one program at a time. Remember nobody had these save errors with Storyline 1.
We have heard this from a subset of users as you'll see within this thread. If you're running into it consistently as you mentioned, I'd also want to have you follow the other steps outlined in this thread such as ensuring that you're working locally, conducting the repair of Storyline, and if it continues please connect with our Support team so that we can gather more information about your particular set up.
I am also having this issue. The only programs I have open are articulate, outlook, powerpoint and a browser - I have 8 gbs of ram so memory should not be an issue. It has happened on more than 1 .story
The forums have an upload limit, so you may not be able to share it here - but you should be able to upload here on our Support site. Since you mentioned it's also happening on more than one .story file, have you also already gone through the repair steps?
Yes I have gone through the repair process and even fully uninstalled and reinstalled the newest update twice. I was not even able to upload a screen shot to your support site, kept getting a security error.
Thanks for confirming you already did the repair. What browser are you using to try to upload to the support site? I haven't heard of any issues today - so I'd recommend trying from a different browser and ensuring that there aren't any security settings that would prevent you from uploading information. Also, you can proceed with the case without sharing the screenshot right away and once the case is opened our team will be able to connect with you and share a link where you could upload the files directly.
Oh, also - when you reply via email it includes your signature as a part of the reply. You can edit your post if you'd like to remove that information.
Here is the latest.
I realized that I was working on a template converted from SL1, so I decided to start over from scratch and start with a fresh SL2 project.
Everything was going great for about 20 slides, and then it started throwing the cannot save errors again.
I've lost 3 days just trying to get around this issue - not to mention the destroyed project, which took a week to build!
Any other ideas on getting around this? I've only had SL2 for a month!
Do you have one of the case numbers handy so that I can take a look? If you submitted two, they likely were combined on our end so either number should work. I know our Storyline team has been playing some catch up following the holiday last week, so I just want to check in on the status.
You mentioned that on or around slide 20 is when the issue started to occur in a new project, were you able to remove whatever element you had added to that slide and see if the you could continue to work normally? I'm wondering if it's a specific item you're including that could be contributing to the error. Also, I know you've done the repair, and I believe you said you did the full repair detailed here but I also wanted to confirm that you're working locally as mentioned here.
I did the full repair. Completely uninstalled and re-installed twice and then again with the latest update.
Saving and working locally.
Not working in a project upgraded from SL1.
I have an Intel chip (some thought it might have a bearing on it) running Win 7 pro 64bit, 8 GB Ram
The last element added before the issue activated again in the virgin SL2 project was simply a new page with only text on it. I re-added that page again this morning and was able to get it saved, so I will continue to limp along saving after each edit and fingers crossed I can get something accomplished today!
same problem here. was able to save just fine over the last 30 days I've been working on this file but now i'm not able to. Not interested in uploading yet another file to fix. This build seem extremely unstable. Not very pleased.
Thanks for the case number, I was able to track it down and escalated it since our team is having a bit of a backlog after the holiday last week - so you should be hearing from someone soon. I'll continue to follow along as well.
I'm sorry to hear that you've run into the issue as well, and our team is actively looking into this and working on a fix. The best course of action right now is to connect with our Support team here so that we can see your file, the exact error message you're receiving (there are a few different ones in this thread now) and pull some system information to help our QA team as they continue to try to reproduce the issue and track the error.
Here is another bit of info - today I made sure to save after every edit. Each time I have gotten the save error, I closed out of the program, let it sit for a few minutes and then reopened and continued. It allows me to save a few times again before throwing the error. Makes it VERY slow going, but at least I am making progress..
I just experienced the same error. It's a new SL2 project, DOES contain video, and other instances of SL2 that were open simultaneously saved without issues. So, only 1 out of your 3 commonalities in my case. Thought you might like to know.
Not to seem presumptuous or to state the obvious, but have all these particular case #'s been identified/grouped together for analysis? I have not heard anything about my case (00438551) since the 20th, nor has my co-worker heard anything about a 'mirror' case # (004437091) since the 14th. This seems to be a significant issue but besides you Ashley (and a few other Articulate staffers on this thread), I'm not seeing or hearing any updates much less progress towards resolution.
Yes, we've shared all the case numbers and project files with our QA team. As I mentioned earlier, there are a few different error messages and set ups that we're seeing - so it's difficult right now to say that they're all the same - but they are being investigated together. I do see that your case was shared with our QA team, and until we have additional information to share our support engineers would not reach out again on your case unless you emailed them with updates. As for the other case number you shared, I don't see a case associated with that one and it looks to be at least one number too long. Can you check that again or if you can share the co-workers name I can try to track it down that way?
There are a few of us who moderator the forums (myself included) to reply, assist with troubleshooting and provide updates. Our QA and Engineering teams don't often have time to get into the forums to reply, so there may only be a handful of us that you hear from here. Please know that we're in communication with them regularly and sharing updates as they occur in this thread or from our support engineers who are testing files in the case.
187 Replies
Hi Jean-Guy,
Thanks for updating us. If it's an overall memory issue, I'd look into seeing if you can allocate more memory or working on Storyline with other programs such as Photoshop closed when you go to save or publish. You can see the minimum system requirements for Storyline here (Storyline 1 here).
Well it's pretty obvious that I far exceed the minimum requirements for both programs combined. But it's obvious there is a memory share/cache problem if you can't run more than one program at a time. Remember nobody had these save errors with Storyline 1.
Hi Jean-Guy,
We have heard this from a subset of users as you'll see within this thread. If you're running into it consistently as you mentioned, I'd also want to have you follow the other steps outlined in this thread such as ensuring that you're working locally, conducting the repair of Storyline, and if it continues please connect with our Support team so that we can gather more information about your particular set up.
Hi,
Got this issue as well yesterday.
My project fits the first 2 conditions you had written.
Please update when fixed.
Thanks.
Hi Michelle,
Thanks for commenting here, and we'll keep this thread updated once there is additional information to share.
I am also having this issue. The only programs I have open are articulate, outlook, powerpoint and a browser - I have 8 gbs of ram so memory should not be an issue. It has happened on more than 1 .story
I get an error every time I try to upload my files through your site!
The update did not fix the issue
Hi Max,
The forums have an upload limit, so you may not be able to share it here - but you should be able to upload here on our Support site. Since you mentioned it's also happening on more than one .story file, have you also already gone through the repair steps?
Yes I have gone through the repair process and even fully uninstalled and reinstalled the newest update twice.
I was not even able to upload a screen shot to your support site, kept getting a security error.
Trying to attach here
Hi Max,
Thanks for confirming you already did the repair. What browser are you using to try to upload to the support site? I haven't heard of any issues today - so I'd recommend trying from a different browser and ensuring that there aren't any security settings that would prevent you from uploading information. Also, you can proceed with the case without sharing the screenshot right away and once the case is opened our team will be able to connect with you and share a link where you could upload the files directly.
Oh, also - when you reply via email it includes your signature as a part of the reply. You can edit your post if you'd like to remove that information.
I actually have 2 cases open for the same issue.
Here is the latest.
I realized that I was working on a template converted from SL1, so I decided to start over from scratch and start with a fresh SL2 project.
Everything was going great for about 20 slides, and then it started throwing the cannot save errors again.
I've lost 3 days just trying to get around this issue - not to mention the destroyed project, which took a week to build!
Any other ideas on getting around this? I've only had SL2 for a month!
Hi Max,
Do you have one of the case numbers handy so that I can take a look? If you submitted two, they likely were combined on our end so either number should work. I know our Storyline team has been playing some catch up following the holiday last week, so I just want to check in on the status.
You mentioned that on or around slide 20 is when the issue started to occur in a new project, were you able to remove whatever element you had added to that slide and see if the you could continue to work normally? I'm wondering if it's a specific item you're including that could be contributing to the error. Also, I know you've done the repair, and I believe you said you did the full repair detailed here but I also wanted to confirm that you're working locally as mentioned here.
Case #00443012
I did the full repair. Completely uninstalled and re-installed twice and then again with the latest update.
Saving and working locally.
Not working in a project upgraded from SL1.
I have an Intel chip (some thought it might have a bearing on it) running Win 7 pro 64bit, 8 GB Ram
The last element added before the issue activated again in the virgin SL2 project was simply a new page with only text on it. I re-added that page again this morning and was able to get it saved, so I will continue to limp along saving after each edit and fingers crossed I can get something accomplished today!
Thanks,
Max
same problem here. was able to save just fine over the last 30 days I've been working on this file but now i'm not able to. Not interested in uploading yet another file to fix. This build seem extremely unstable. Not very pleased.
Hi Max,
Thanks for the case number, I was able to track it down and escalated it since our team is having a bit of a backlog after the holiday last week - so you should be hearing from someone soon. I'll continue to follow along as well.
Hi Adam,
I'm sorry to hear that you've run into the issue as well, and our team is actively looking into this and working on a fix. The best course of action right now is to connect with our Support team here so that we can see your file, the exact error message you're receiving (there are a few different ones in this thread now) and pull some system information to help our QA team as they continue to try to reproduce the issue and track the error.
Thank you!
Here is another bit of info - today I made sure to save after every edit. Each time I have gotten the save error, I closed out of the program, let it sit for a few minutes and then reopened and continued. It allows me to save a few times again before throwing the error. Makes it VERY slow going, but at least I am making progress..
Thanks,
Max
Hey Justin,
I just experienced the same error. It's a new SL2 project, DOES contain video, and other instances of SL2 that were open simultaneously saved without issues. So, only 1 out of your 3 commonalities in my case. Thought you might like to know.
It seems video is the one factor that we all have in common when getting this error.
Below are the variety of error messages I got today.
Hello Ashley,
Not to seem presumptuous or to state the obvious, but have all these particular case #'s been identified/grouped together for analysis? I have not heard anything about my case (00438551) since the 20th, nor has my co-worker heard anything about a 'mirror' case # (004437091) since the 14th. This seems to be a significant issue but besides you Ashley (and a few other Articulate staffers on this thread), I'm not seeing or hearing any updates much less progress towards resolution.
Hi Michael,
Yes, we've shared all the case numbers and project files with our QA team. As I mentioned earlier, there are a few different error messages and set ups that we're seeing - so it's difficult right now to say that they're all the same - but they are being investigated together. I do see that your case was shared with our QA team, and until we have additional information to share our support engineers would not reach out again on your case unless you emailed them with updates. As for the other case number you shared, I don't see a case associated with that one and it looks to be at least one number too long. Can you check that again or if you can share the co-workers name I can try to track it down that way?
There are a few of us who moderator the forums (myself included) to reply, assist with troubleshooting and provide updates. Our QA and Engineering teams don't often have time to get into the forums to reply, so there may only be a handful of us that you hear from here. Please know that we're in communication with them regularly and sharing updates as they occur in this thread or from our support engineers who are testing files in the case.