I'm new to Storyline and have developed a short project, but am not able to preview it. When I press preview I am shown a blank screen. When I try to publish the project I am unable to view it.
I have no problems previewing or publishing your course. See the published version here. Along the lines of what Bruce was getting at, can you take a look at this article and see if it resolves the issue? Let us know...
Yep, that's the one. Thanks, Bruce. And sorry about forgetting the link, Megan. Here's another helpful one with in-depth troubleshooting steps for unexpected behavior.
I know this was a while ago but I have the same problem. I've done everything the articles recommended. Still Preview freezes and I have to shut down Storyline and I cannot get the published version to play. I also tried doing Save As. Nothing. Please help!
Leslie, yes with all files. This only happens in SL3. I've repaired it multiple times, still no luck. I'm having to replicate a SL3 course right now and not sure how to work through it. SL2 works just fine. I've reached out to Support but haven't heard back yet.
I see where you reached out to the support team yesterday.
I sent an e-mail via your support case so that we can get your file to take a look, since you've already done some troubleshooting as you mentioned here.
Be sure to attach that, so that one of our support engineers can take a look and help you out.
Priyanka , I had the same problem ... in my case I think that the program was on drive C ...in a place where the program didn't have total permission ...to read .. record ...
So I copied the folder from c:/program files to the folder my documents and the problem was solved.
I had the same issue with the preview not working last month when I first installed the software. Got that fixed and everything was working fine until today when I installed the Articulate updates.
Now preview results in a blank white page again and clicking edit slide doesn't work. Support just states to uninstall and install. I don't have admin rights on my corporate computer to reinstall so now it's a ping-pong waiting game. Last time it took two weeks of working with Articulate support to get things resolved and nothing was done. It just magically worked.
I just lost a whole day where I was supposed to be completing a project and who knows how many more days this will take to get fixed.
Thanks for reaching out here, and I'm sorry for all the back and forth issues you've had with Storyline and feeling left in no mans land. It doesn't sound like a land I'd want to be in either, add to it losing work time and you're in a serious pickle.
I saw you were working through this issue with Wilbert (who is sadly off sick today!) but I asked one of our Senior Support Engineers to take a look at your case. He'll be in touch shortly to figure out how we can get you back up and running!
I'll follow along as well so that I can update this forum discussion.
I had our IT guy come over at the end of yesterday to uninstall. I guess I do have admin rights to my computer but didn't think I did since the uninstall wasn't working.
The error message that appeared: Storyline 360 failed to uninstall. Storyline 360 version 3.16.15842.0 failed to uninstall. The exception was: Unable to locate cached bootstrapper file path!
He didn't know what that was all about so I told him I would look into it the next day. I had already stayed late and missed an appointment. I came in today and everything was working as intended.
I'm really not sure what changed but hoping random issues like this don't pop up since I can't afford to lose a whole day due to non-productivity. Lesson learned - don't upgrade software if everything is working properly. Good news is that I finished the project, at least version 1.
Thanks for keeping us in the loop, Michael. Phew, we're so thrilled to hear that!🌟
I saw my teammate, Victor, shared his analysis on the permission settings in your case, so I hope that helped shed a light on the issue. Fingers and toes crossed you don't run into that again, and we're all standing by if you need anything else!
I have been unable to preview or publish since the Articulate 360/Storyline 360 update on 6/19. I don't' get any error messages, but when I preview single slides or a scene, all I get is a black screen. If I preview the entire project, I get a preview but I can't move forward using either the buttons in the course or using the player menu.
If I publish to Articulate Review, the same thing happens, no one who was testing could move past the first screen using either the buttons in the course or using the player menu.
Publishing to our LMS for testing had the same result. Can't move past the first screen using either the buttons in the course or using the player menu.
When I send the source file to someone else on my team, they are able to preview and publish with no issues. This is happening on any Storyline file I trying to work with. I'm running Windows 10 and none of the support docs listed above have instructions for that version of Windows. When I right click to Run as Administrator to try a repair, it tells me a newer version is already installed and I can't find where to download the most updated version of Articulate 360. I've tried uninstalling, reinstalling and updating the entire Articulate 360 suite and still have the same issue.
Please advise on additional troubleshooting steps I can take.
45 Replies
Hi Megan, and welcome to Heroes.
Is the .story file on your local c:\ drive, or a network drive?
Are you able to post it here so that others can see if we can replicate the behaviour?
Bruce
it is attached.
thanks!
Hi Megan
I have no problems previewing or publishing your course. See the published version here. Along the lines of what Bruce was getting at, can you take a look at this article and see if it resolves the issue? Let us know...
Thanks!
Hi Peter,
What article are you referring to?
-Megan
HI Megan,
I suspect it could be this one:
http://www.articulate.com/support/kb_article.php?product=st1&id=cw6rhkr2xpxr
Yep, that's the one. Thanks, Bruce. And sorry about forgetting the link, Megan. Here's another helpful one with in-depth troubleshooting steps for unexpected behavior.
I know this was a while ago but I have the same problem. I've done everything the articles recommended. Still Preview freezes and I have to shut down Storyline and I cannot get the published version to play. I also tried doing Save As. Nothing. Please help!
Hello Priyanka,
Sorry to hear that you've run into a similar problem.
Curious if the issue happens in any course you are working on or just this particular one?
If you cannot re-create the issue in a new course, I would advise to import the file into a new one and proceed.
If it's happening in any/all files, you should certainly conduct a repair of your software.
Leslie, yes with all files. This only happens in SL3. I've repaired it multiple times, still no luck. I'm having to replicate a SL3 course right now and not sure how to work through it. SL2 works just fine. I've reached out to Support but haven't heard back yet.
Whew! Going back on me Priyanka.
I see where you reached out to the support team yesterday.
I sent an e-mail via your support case so that we can get your file to take a look, since you've already done some troubleshooting as you mentioned here.
Be sure to attach that, so that one of our support engineers can take a look and help you out.
Priyanka , I had the same problem ... in my case I think that the program was on drive C ...in a place where the program didn't have total permission ...to read .. record ...
So I copied the folder from c:/program files to the folder my documents and the problem was solved.
try to change the directory .....ok ?
Thanks for chiming in to help here Luckas and welcome to E-Learning Heroes :)
Thank you all! Update: It was an admin issue where I didn't have admin rights for SL3.
So glad you were able to get to the bottom of it Priyanka and thank you for popping in to share an update.
I had the same issue with the preview not working last month when I first installed the software. Got that fixed and everything was working fine until today when I installed the Articulate updates.
Now preview results in a blank white page again and clicking edit slide doesn't work. Support just states to uninstall and install. I don't have admin rights on my corporate computer to reinstall so now it's a ping-pong waiting game. Last time it took two weeks of working with Articulate support to get things resolved and nothing was done. It just magically worked.
I just lost a whole day where I was supposed to be completing a project and who knows how many more days this will take to get fixed.
Hi Michael,
Thanks for reaching out here, and I'm sorry for all the back and forth issues you've had with Storyline and feeling left in no mans land. It doesn't sound like a land I'd want to be in either, add to it losing work time and you're in a serious pickle.
I saw you were working through this issue with Wilbert (who is sadly off sick today!) but I asked one of our Senior Support Engineers to take a look at your case. He'll be in touch shortly to figure out how we can get you back up and running!
I'll follow along as well so that I can update this forum discussion.
Ashley,
I had our IT guy come over at the end of yesterday to uninstall. I guess I do have admin rights to my computer but didn't think I did since the uninstall wasn't working.
The error message that appeared: Storyline 360 failed to uninstall. Storyline 360 version 3.16.15842.0 failed to uninstall. The exception was: Unable to locate cached bootstrapper file path!
He didn't know what that was all about so I told him I would look into it the next day. I had already stayed late and missed an appointment. I came in today and everything was working as intended.
I'm really not sure what changed but hoping random issues like this don't pop up since I can't afford to lose a whole day due to non-productivity. Lesson learned - don't upgrade software if everything is working properly. Good news is that I finished the project, at least version 1.
Mike
Thanks for keeping us in the loop, Michael. Phew, we're so thrilled to hear that!🌟
I saw my teammate, Victor, shared his analysis on the permission settings in your case, so I hope that helped shed a light on the issue. Fingers and toes crossed you don't run into that again, and we're all standing by if you need anything else!
I have been unable to preview or publish since the Articulate 360/Storyline 360 update on 6/19. I don't' get any error messages, but when I preview single slides or a scene, all I get is a black screen. If I preview the entire project, I get a preview but I can't move forward using either the buttons in the course or using the player menu.
If I publish to Articulate Review, the same thing happens, no one who was testing could move past the first screen using either the buttons in the course or using the player menu.
Publishing to our LMS for testing had the same result. Can't move past the first screen using either the buttons in the course or using the player menu.
When I send the source file to someone else on my team, they are able to preview and publish with no issues. This is happening on any Storyline file I trying to work with. I'm running Windows 10 and none of the support docs listed above have instructions for that version of Windows. When I right click to Run as Administrator to try a repair, it tells me a newer version is already installed and I can't find where to download the most updated version of Articulate 360. I've tried uninstalling, reinstalling and updating the entire Articulate 360 suite and still have the same issue.
Please advise on additional troubleshooting steps I can take.
Hi Andi,
It looks like I also responded to your post here, just wanted to link the two so that we could keep the conversation going in that newer post.
preview not working in SL 360
Hello Red and welcome to E-Learning Heroes :)
Curious if the issue happens in any course you are working on or just this particular one?
If you cannot re-create the issue in a new course, I would advise to import the file into a new one and proceed.
If it's happening in any/all files, you should certainly conduct a repair of your software if you are on the latest update.
If you're not on the latest update, check out the details here and instructions on how to do so and this will repair your software as well.
This post was removed by the author
Hi leslie,
I am using latest version and i imported the new slide and saw it, But my problem was not solved
Would you be able to share your .story file with us to take a look?