43 Replies
Leslie McKerchie

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 McKerchie

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.

Luckas Jeff

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 ?

Mike DiFonzo

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. 

Ashley Terwilliger

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. 

Mike DiFonzo

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

Katie (Gokhshteyn) Riggio

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!

Andi Babcock

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.

Leslie McKerchie

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.