Storyline crashes when trigger conditions added

Nov 20, 2019

Good afternoon team. Regardless of content, Storyline reliably crashes when I attempt to add conditions to a trigger.

Clicking the dropdown in conditions will show the options of variables, objects, window. If I SELECT any of those buttons to see a list, storyline immediately throws an error, and crashes the course. This happens on empty single slide courses, as well as ones with content.

I have attempted uninstalling and reinstalling Storyline, and uninstalling and reinstalling EVERYTHING, including Articulate 360.

Any ideas? Thanks everyone.

Pinned Reply
Luciana Piazza

Hello Everyone! ✨

I'm happy to share that we have released a new update for Storyline 360 (Build 3.74.30180.0)

In this update, we have implemented a fix for:

  • Storyline 360 crashing when adding conditions to triggers or publishing to Word.

As a first stepI recommend updating Storyline 360 to the latest version. Here's how:

Update Authoring Apps

If you have any questions, please let us know in this thread or privately in a support case.

Have a great day! 

53 Replies
Katie Riggio

Hi there, Clint. So sorry you're running in this!

This is an excellent opportunity for our Support Engineers to jump in and help. I reached out to the team, where they'll be in touch with you on the next steps by email shortly!

..and since you have Articulate 360 for Teams, you'll get priority support!

Ren Gomez

Hi Annarose,

Sorry you're running into this is as well, and I appreciate you opening a case with our support team! It looks like Ronaziel has replied with some next steps to try before proceeding further. 

Keep at it with her, and I'll follow along as the case progresses to see what the root cause of this issue is!

Aaron Doty

Thanks Leslie - just confirming that I'm not experiencing any crashes since turning off the new triggers functionality (and I've been doing A LOT of work with conditional triggers the last couple of days). 

I should just say that I really like the new triggers interface - more intuitive, and the ability to turn triggers off without deleting them is great for testing purposes. Hoping I can safely turn this new feature back on soon!

Aaron Doty

A quick update from me - I installed the May 5, 2020 updates to the Articulate Desktop App and Storyline 360, then tried turning on the new triggers feature again. No crashes so far, even though I have used a lot of triggers with conditions. Looks like this fixed the issue for me!

Thanks Leslie.

Vincent Scoma

Hi Allan,

I am sorry to hear that this issue is resurfacing on you. A couple of questions for you on this: 

  • May I ask what version of Storyline 360 you are using? You can discover this in Storyline by navigating to the Help tab >> Then clicking on About Storyline
  • What version # of Windows are you using? 

Please keep us posted and let us know if you have any questions! 

Lauren Connelly

Hello Ambre!

Sorry, this is affecting your workflow! I see that you've submitted a support case and are working with my teammate, Cleo! You're in great hands.

For anyone who is running into this issue, here's what Cleo suggested:

To initially troubleshoot the issue, first repair Storyline 360.

Once installed and updated, try to open your project file, then test it. See if you can still replicate the issue.

If you continue to experience the same crash, try to do the following to get rid of minor corruptions:

1) Create a new project file and save it on your local drive C:

2) Set the Design > Story Size, with the same dimension as your old project.

3) Select Slides > Import > Import Storyline. Find your old project file and import all the slides.

4) Save your project and see if you will encounter the same issue.

If you have additional questions, you can reach us in this discussion or in a support case.

Joseph Francis

Join the legion of users who are having the exact same problem, but apparently only on their computers, because Articulate insists it is incapable of reproducing the problem on their end:

BTW, uninstalling/reinstalling is not a "solution," partly because Articulate does a significantly less-than-adequate job of removing all of its entries polluting the system registry, and partly because it is an admission that they really don't have a firm grip on the root cause.