"Store must be open for this operation" error

Oct 09, 2013

Help!  I have made some changes to my story file and I have to get it published ASAP!  But every time I try to save it, I get a pop-up error box that says:  "The project file could not be saved.  Store must be open for this operation."

What store?  I've never gotten this error before and I'm up against a serious deadline.  

54 Replies
Ashley Terwilliger-Pollard

Hi Teresa, 

First off, you'll want to make sure that you're working with local project files and don't have any other instances of Storyline open. Based on some a similar thread, I'd suggest following these steps:

If your Storyline software is not working properly, a simple repair may fix the problem.  Please review the following article to learn how: 

In addition, please try to delete the Storyline project logs and temp files by following the instructions below: 
1. Right-click on the Windows start button and click Explore 
2. Type the following in the address bar and hit return: 
3. Delete the project logs in this folder 
4. Right-click on the Windows start button again, and click Explore 
5. Type the following in the address bar and hit return: 
6. Delete the temp files in this folder 

Restart your machine, then test Storyline again. 

If the issue persists, can you check if you still encounter the issue when working on a new project in Storyline? 

If the issue only occurs in one particular project, you may need to troubleshoot the issue further with this Storyline file. Try importing the slides from this project to a new Storyline file. Here's how to import slides from one Storyline project into another: 

Vikas Gaddu

Hi Ashley,

Still getting the same issue, I saved in under c:\. Also when using google drive path, I had disabled google sync so I don't think that was causing issue. SL1 was working fine in the same folder.

On C drive, file was saving ok upto 3 scenes and then it started to give same issue, I was wondering if size of the file matters, as mine is little big as I have bunch of mp4 videos in them.



Ashley Terwilliger-Pollard

Hi Jeff,

The details of this problem are in the hands of our most senior Storyline Engineers, who are attempting to isolate the root cause of the problem for the small percentage of our customers who are experiencing it. I will keep you updated on their progress. 

I've included this thread in the existing report filed with them so that they're aware of other customers who are being impacted, and as you saw earlier Vikas is working in a support case as well. 

Ashley Terwilliger-Pollard

Thanks Shawn - one of the workarounds for when it's only issues with the video, is remove those problematic slides - upgrade the file to SL2, and then recreate just those existing video slides in SL2 but adding the video again. 

Our team is continuing to look into this issues and we'll share any additional updates here for folks once they become available. 

Ashley Terwilliger-Pollard

Hi Shawn,

So the mov files were working - and now they're not? I'd like to have you go through the steps below to ensure you're running into the same issue as others in this thread:

First, can you confirm you're working with local project files as described here? 

Are you only having issues with courses that are upgraded from SL1 to SL2? If so, have you tried upgrading all slides from SL1 except those with video and then adding in the videos separately within SL2? 

Have you gone through the repair steps for SL2? 

You mentioned you were changing the videos from mp4s to mov - and if that worked for you to insert them, great. But I did want to point out how Storyline will encode the videos based on your publish settings and when I've had problematic videos before, I've used a tool such as Handbrake to reencode them as an MP4 just to ensure it's a fresh start. Are you able to try that? 

Shawn McCreight

Hi Ashley,

I was working on my local drive. I am trying the repair steps right now.

the videos have been in multiple formats, and I did try encoding to different formats to ensure nothing else would be an issue. This is happening in more than one project. so my videos are from different clients and different course.

I was using ADOBE Media Encoder. I will try the reinstall and let you know.

Ashley Terwilliger-Pollard

Hi Shawn,

Thanks - and I see your case (#00430435), that Tom emailed for some additional information regarding when and how this problem occurs. You mentioned sending in information using a different email - and when I look for that one, I'm not able to find a recent case associated with it? Do you have a case number so that we could connect the two issues?

Additionally, you mentioned it was working at first after the repair, and then stopped again - did Storyline crash or did it just not work as expected anymore? The next step if the repair did not work and Storyline continues to crash is to help pull the error logs detailed here. You can reply directly to Tom's most recent email with those items so that our team can take a look at what else on your system could be interfering with Storyline working as expected.

Ashley Terwilliger-Pollard

Hi Shawn,

The zip file you need to download from the error logs article? Where do files normally download for you? Mine go to a "my downloads" folder on my local drive. I'm not sure what browser you're using, but for example Chrome shows a downloads banner at the bottom of the page and I can also access it there - whereas Firefox shows a small downloads arrow in the top right corner, and I can click there to see what's available. 

Have you also tried to search your computer for the file after downloading? The file name is sl2Logs.zip

I also see that your case was escalated to Regil, so if you'd like to let him know you're struggling with accessing the files he may have some other ideas on how to help you find them. 

Ashley Terwilliger-Pollard

Hi Shawn,

I see Regil sent you another email yesterday in regards to your error logs, and trying to track down where you sent them in. In regards to the overall error message, our team is still looking into it - so the more error logs and reports we're able to generate the more that'll help them.

I'll continue to follow along in your case with Regil as well. 

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