Is anyone else having an issue with SL 360 not previewing? I can't preview by pushing the space bar, or clicking the preview scene/slide/project. If I start a new project, I can preview. But none of my current projects will show a preview. I have unistalled and reinstalled SL twice and contacted support. Just curious is anyone else is having this issue?
I'm so sorry you're having an issue with previewing your courses! I see that you've opened a support case and are working with John Carlo. You are in good hands! Please reply via email within the case if you need anything regarding this case.
If there is anything else you need, don't hesitate to ask!
Can anyone help me. I have the same issue with Articulate not allowing me to preview my project when I create a new one. My previous projects are able to.
I had this exact issue and it ended up being something to do with the fonts. Unfortunately, even after a lot of support calls and emails and a lot of installing and uninstalling things, we couldn't figure out an ideal solution. But, try changing the fonts on one of your project slides to the default font (or a font that you don't usually use) and seeing if it will replay. If it does, then you have the same issue I have. The fastest workaround I have figured out is to put the impacted fonts (the ones that are in the files that won't preview) and click to install the fonts again. Your computer will say the font is already there, but you say install anyway and it will "reinstall" the font. The issue with this is it works until you restart your computer. Then you need to do it again (with the font or fonts that are the issue). Hopefully this helps. It's not ideal, but it's the best workaround I could find.
You're right. I did a troubleshoot using fonts not originally from the existing pool and there is nothing in the preview. But when I change the font using the in-house pool, preview was able to show. I guess I will have to work around and change my typeface.
Thanks so much Julia, for the tip and solution! At least now I know the problem :).
I'm glad it worked out, Bee! My big challenge is that some of my clients require specific fonts, and for things I've already built, I can't change them, and so then I have to keep installing each time I have restarted my computer. Oh well!
Jurgen: For me, any font will work. The issues is that clearly something happened and there was some sort of event that corrupted my fonts. And so the ones I was using before it stopped working, will only now work, if I reinstall them. I have to do these every time I open Storyline (if I have restarted my computer). If I reinstall a font that was impacted, all is fine, until I restart my computer and I have to do it again.
Yes, publish is impacted. In my files, at least, if there is an instance of the affected font on a certain slide/page, and the rest is a different font, the preview will work for the pages without the font, and then the project gets "hung up" and won't preview or play the page with the bad font.
I don't think so. For me it just seems to be all of the fonts I had been using when something (I have no idea) happened, and henceforth all those previously used fonts need to be reinstalled and anything I use that wasn't used before, is fine.
Sorry to hear that you're still encountering this issue.
Can I ask if you are able to replicate the behavior using a different user on your computer? You mentioned encountering this behavior for all of your fonts, so I'd like to test if the behavior is specific to the Windows user you're using. Follow the steps in this article to create a new user on your machine:
Once you've signed in using the new user, try and replicate the behavior that you were experiencing with your fonts. Please let me know if you prefer to go through this troubleshooting step over a support case and I'll be glad to start one on your behalf.
Hi--I will try this. To be clear, however, the behavior is only evident in fonts that I have used in prior projects. Not all my fonts. But those I have used before. If I have never used a font, it's fine.
Thanks for the update. If using a different user doesn't work, please share a copy of your updated project file and the specific fonts that you are using with either me or our support team so we can take a closer look at what's happening. Fonts shouldn't cause publishing issues, so testing using your actual files will be super helpful in identifying a fix.
18 Replies
Hi Julia,
I'm so sorry you're having an issue with previewing your courses! I see that you've opened a support case and are working with John Carlo. You are in good hands! Please reply via email within the case if you need anything regarding this case.
If there is anything else you need, don't hesitate to ask!
Thanks for reaching out!
Can anyone help me. I have the same issue with Articulate not allowing me to preview my project when I create a new one. My previous projects are able to.
Hi Bee,
I had this exact issue and it ended up being something to do with the fonts. Unfortunately, even after a lot of support calls and emails and a lot of installing and uninstalling things, we couldn't figure out an ideal solution. But, try changing the fonts on one of your project slides to the default font (or a font that you don't usually use) and seeing if it will replay. If it does, then you have the same issue I have. The fastest workaround I have figured out is to put the impacted fonts (the ones that are in the files that won't preview) and click to install the fonts again. Your computer will say the font is already there, but you say install anyway and it will "reinstall" the font. The issue with this is it works until you restart your computer. Then you need to do it again (with the font or fonts that are the issue). Hopefully this helps. It's not ideal, but it's the best workaround I could find.
Julia :)
Hi Julia,
You're right. I did a troubleshoot using fonts not originally from the existing pool and there is nothing in the preview. But when I change the font using the in-house pool, preview was able to show. I guess I will have to work around and change my typeface.
Thanks so much Julia, for the tip and solution! At least now I know the problem :).
Bee
I'm glad it worked out, Bee! My big challenge is that some of my clients require specific fonts, and for things I've already built, I can't change them, and so then I have to keep installing each time I have restarted my computer. Oh well!
what is the name of this "special" font ?
Hi Jurgen, there are a few,
- Chalkboard
- Gontserrat
-ode to gaming
-Primetime
Jurgen: For me, any font will work. The issues is that clearly something happened and there was some sort of event that corrupted my fonts. And so the ones I was using before it stopped working, will only now work, if I reinstall them. I have to do these every time I open Storyline (if I have restarted my computer). If I reinstall a font that was impacted, all is fine, until I restart my computer and I have to do it again.
If a font is corrupted (for storyline), does this font works in other programs (Word: export to PDF, ...) at this time?
Yes, I have had no issues in that regard.
Yup, no issues in MS word, Ppt.
I am not sure about word export to PDF though. I do know that there are certain fonts that PDF may not recognize.
is only preview affected or also publish to web?
Yes, publish is impacted. In my files, at least, if there is an instance of the affected font on a certain slide/page, and the rest is a different font, the preview will work for the pages without the font, and then the project gets "hung up" and won't preview or play the page with the bad font.
what's the names of your problem fonts - perhaps there is a pattern
I don't think so. For me it just seems to be all of the fonts I had been using when something (I have no idea) happened, and henceforth all those previously used fonts need to be reinstalled and anything I use that wasn't used before, is fine.
Hi Julia,
Sorry to hear that you're still encountering this issue.
Can I ask if you are able to replicate the behavior using a different user on your computer? You mentioned encountering this behavior for all of your fonts, so I'd like to test if the behavior is specific to the Windows user you're using. Follow the steps in this article to create a new user on your machine:
Once you've signed in using the new user, try and replicate the behavior that you were experiencing with your fonts. Please let me know if you prefer to go through this troubleshooting step over a support case and I'll be glad to start one on your behalf.
Let me know how it goes!
Hi--I will try this. To be clear, however, the behavior is only evident in fonts that I have used in prior projects. Not all my fonts. But those I have used before. If I have never used a font, it's fine.
Hi Julie,
Thanks for the update. If using a different user doesn't work, please share a copy of your updated project file and the specific fonts that you are using with either me or our support team so we can take a closer look at what's happening. Fonts shouldn't cause publishing issues, so testing using your actual files will be super helpful in identifying a fix.