14 Replies
Ashley Terwilliger

Hi Joyce, 

Are you using the button on the bottom of the timeline or the Preview button up top on the "home" tab? What update of Storyline 1 are you using, we're currently on Update 8. If the behavior continues, there are additional, more involved repair steps here. If the crashing continues after that we'll want to take a look at the error logs as described here. 

Joyce Hensen

I'm using Storyline 1 with the December 14th update. As far as I can tell that's the newest one. When I click "check for updates" on the help tab, it says there aren't any new ones available.

I'm having issues both with trying to preview from the timeline button at the bottom (error reports generated and sent - sometimes closes the program and sometimes does not) and with using the preview button at the top (sometimes hangs and I have to close the program through task manager). What's most frustrating is that if I'm trying something - but not ready to make it a permanent change until I preview it - the crash makes me lose my work.

Ashley Terwilliger

Hi Joyce, 

Yup - December 14th would be Update 8, and you can always check the update number by going to the Help tab -> About Articulate Storyline and you'll see it listed there. 

Thanks for sending in the error logs - did you go through those other repair steps mentioned? Also, do you have a case number so that I can follow along? You would have received it in an email from Support@articulate.com after submitting the case information here. 

Tina Michos

Hi I just had the same thing happen. After adding 2 zooms on a slide it didn't allow me to play the timeline nor preview the slide. I removed one of the zooms and it worked but some time after that, the preview didn't work again. I uninstalled and reinstalled Storyline and the same issue persisted. Please help!

Leslie McKerchie

Hi Tina! 

Are you having problems with just one project file or across all files?

If just one file, you may want to try to import into a new file. Also, please be sure that you are working locally on both your software and project files. I would advise a repair if you are having issues across files.

Tina Michos

It is my first file but I have renamed it to see if that helped but no. When I try and create a new file, the program crashes. I reinstalled the program and rebooted my computer but still nothing. I will not create a new zoom area cause it's not working. The 2 existing zooms I already had are working. 

Ashley Terwilliger

Hi Tina,

Did you check into the items that Leslie mentioned such as working locally? Renaming it wouldn't resolve any issues with the file if it had been worked on off a network drive - but importing into a new file on your local drive may help resolve issues. If it continues and it's just that one file, you're welcome to share it here so that we can take a look as well.