Soft crash when clicking on Media Library icon
Feb 07, 2019
Hello there,
I'm experiencing new problems with Media Library. I click on the button and I get the Send report error window. If I click on information, I see that apparently it is related to the width of something:
An exception was thrown while invoking the constructor 'Void .ctor()' on type 'AssetLibraryWindow'. ---> '-2147483648' is not a valid value for property 'Width'. (See inner exception for details.)
Storyline doesn't completely crash, I can continue working with it after closing the error window. This error is particularly wierd because the .story file, if opened elsewhere, can execute the Media Libray. I've noticed that the problem affects several .story files from totally different projects.
I've already tried to restart my computer, work locally and even reinstalled Storyline 360. I'm on v3.24.177330.0.
Any insights as to what could be wrong with my particular settings?
Thanks!
Alex
14 Replies
Hi Alex! Sorry you keep running into this error.
You mentioned you can execute Media Library without issues if you open the file on a different machine, is that right?
Does Media Library open in any Storyline file on your computer?
We'd love to get a closer look at your system to find out what could be causing this. Reach out to our Support team here, and they'll contact you soon with next steps.
Hi Alyssa,
Thank you for your response.
You mentioned you can execute Media Library without issues if you open the file on a different machine, is that right?
Yes, that is exactly what is happening.
Does Media Library open in any Storyline file on your computer?
I have checked only a few, but in every single file Media Libray is broken, even in those where it used to work a week or so ago. I haven't updated Windows since then nor installed anything unusual.
I have submitted a case to the support team. Hope they contact me soon. Thank you!
Hi Alejandro,
Thanks for submitting a case - a good call to get to the bottom of this issue! I see Jonathan's been in touch, so I'll follow along too.
Hello Ashley,
Thank you for following along too. I have noticed too that my Storyline crashes when clicking on Media Library in a brand new empty (just the initial scene/slide) Storyline project 😨.
Thank you for your support.
Just to update this problem, in case somebody else is affected. I found a solution: just to update to v3.25, which was released today. This solved the Media Library issue.
I'm happy to hear that installing the latest version solved your issue, Alejandro. Thanks for the update!
Hi all, I have the same issue, and keep happening, until a new update gets released and after updating, my library works again, then for some reason one day, I get the same error and the library does not work anymore. This happens in any file after I get the first "Send report error" window. I tried by uninstalling the program, working locally, etc, etc. The problem is that right now I need to use the library but do not have any new update available, so fixing the problem that way is not an option. Error information attached just in case. Please advise.
Hello there, Selene!
That does seem odd. I'm going to share this with our Support Engineers to get a better understanding of what's happening behind the scenes. Look out for an email from the team with the next troubleshooting steps to try!
We'll figure this out together!
Thank you! Keep me posted.
I'm was running into the same problem. Yesterday morning the Medial Library worked fine. I was importing images and characters directly into the Media Library for later use. All of a sudden when I clicked on the Media Library I got the "Send Error Report" window. I just updated to the latest version (Storyline 360 Build 3.36.21213.0) and it appears to be fixed for now.
I'm glad that the update alleviated the issue for you, Cheryl.
Thanks for popping in to share and let us know if you run into any more issues.
Hi all, yes, it will be fixed for some time until it crashes again (let's hopes not). I am in contact with the support team at the momment trying to know why this happens after some time working correctly. The problem is that if this happens and no new update is available you will get stucked until a new one is available. If I have any news I will share them.
Hi everyone, I am having a similar issue. Text file is attached. I'm submitting a case to the support team and will update here when it's resolved.
Thanks for letting us know that you reached out to our support team as well, Kolja. I can see that Fannie May is already taking a look and you should be hearing from them soon.