12 Replies
Alison Best

Thanks for your response.  The software simply freezes and will not respond - sometimes it asks me to send an error report - sometimes not. This happens at any time - building courses, previewing, publishing...  I have lost hours today which makes it pretty frustrating.  We purchased Articulate only a short time ago and have been impresssed with its capabilities - but this is now becoming a real issue.  This is the only software I have a problem with.

Any ideas would be greatly appreciated. 

Geert De Rycke

Hi Alison,

It is indeed very frustrating and there is no way we wave a maginc wand to make it happen, so a bit more inforamtion is needed.

Are you running SL on a local drive ?

It is a known fact that SL doesn't like to be run from a network drive.

Are there any virusscanners active which run an incremental scans each time a file is written to disk. We have found that sometimes this results in time outs.

Are you running the latest version of SL. There has been an update in August

Have you tried removing articulates  temporary files, they can be found %user%\AppData\Local\Temp\Articulate\Storyline

Have you tried creating a brand new project and importing the erroneous one in ?

Is it a large course that you try to publish, it could well be that SL runs out of memory (even with more than 2 GB), articulate is a 32bit application and could therefore run out of memory when trying to address above that 2GB threashold

Cheers

Geert

Christine Hendrickson

Hi Alison,

Thanks for getting back to me, I appreciate the additional information. I know crashing can be very frustrating, I'm sorry that you're experiencing this. We'll work with you to get this sorted out, so you can focus on your work and not on error messages.

Geert makes some good points (thanks!).

If you're still experiencing crashing, you may also want to take a look at this knowledge base article. Find your operating system in the list and follow the instructions provided. 

If you follow the steps in the article above and still have issues running Storyline, please let us know.

Thanks again, Alison!

Alison Best

Hi All

I have tried suggestions - thanks.  However, the situation has got much worse. I now cannot even open a course.  When I cick on the course (any of them) it starts to open them, I get a few screens visisble in storyview and then it freezes completely.  It is not funtioning at all.  I cannot view, edit, preview or publish.  Is there a number I can call to get support?  It's quite urgent now.

Geert De Rycke

Hi Alison,

Like Bruce sais, there is no number to call.

Do you have another machine upon which you can install the Trial version of SL.

You'll be able to alter & publish your course by tomorrow and it will give you 30 days beathing air to let Articulate helpdeskers to figure out whats wrong.

Once I had a similar problem with an other application a memory bank had gone corrupt and it needed replacing...

If it is only publishing your course, perhaps some community members will do this for you; I Would but company policies prevent me from sending file larger than 10MB or using software like drop box...

Cheers

Geert

Alison Best

Thank you both so much for responding on a Sunday.  I really appreciate it.  I have managed to solve the issue for now - though I don't know what caused it.  But all set for tomorrow - and I've raised the issue using the link you suggested.  Thanks again.  It is good to know there's people like you out there!