"Store must be open for this operation" error

So I will lose all of my changes, right?  :(

Hi Teresa,

Unfortunately yes, since you aren't able to save anything. 

I tried all the steps, still having the issue. I have raised the issue with customer support. I lost 30 min of my work and now I have to remember to save after each slide.

I think will stay back with Storyline 1.

Hi Vikas and welcome to Heroes,

I see that you're also working with Jonathan on this case (# 00425269 for my reference) so we'll continue to follow along as well as it looks like he is doing some additional troubleshooting with you. 

Hi Vikas,

I just wanted to follow up on your case, and it looks like Jonathan recommended that you work directly on your C drive instead of the Google drive that is installed locally. Have you tried that to see if there is any difference in the behavior. 

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.

Thanks,

Vikas

Hi Vikas,

Thanks - I see you've also replied to Jonathan as well and it may be easiest to keep working with him directly as he'll be able to gather more information about your system and set up. I'll continue to follow along. 

Hmmm odd, What does the Development team say about these error messages. They've programmed them, so there should be some documentation regarding when they are to appear and what the heck it means. "Store must be open for this operation" and "Cannot access a closed stream" should mean something right?

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. 

Ok, here is my experience. It only happens when I have video in my story :(

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. 

Thanks Ashley, I created my story in SL2. What I found that worked is to encode my videos from mp4 to .mov or .wmv.  It is working well so far

Cool - thanks for the update Shawn! 

another update, now .mov is not working. UGH! can anyone share some help please?

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? 

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.

the reinstall worked for a short while..........but the error is back again. I did submit a ticket, but have not been contacted by anyone. I would really like to get this resolved.

new image

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.

I have tried but I cannot see where the zip file is being created and saved. it looks like it runs, but a quick flash and it disappears. I am still getting the error and now it is anytime I make more than one change to a file, even a pdf attachment an poof! error :(:(:(

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. 

I realize it is the weekend, however, has any made any progress fixing this?

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. 

This is happening to me, too. I can't save a file

It's Friday afternoon and I'm about to go home having lost an entire day's work. (or at least a productive afternoon of writing)

All's not lost. I was able to publish my work, but will have to spend time copying. 

GRRRRR