39 Replies
Leslie McKerchie

Hi Susan,

Thanks for reaching out and sharing what you are running into with your project.

I'm curious if the issue happens in any course you are working on or just this particular one?

If you cannot re-create the issue in a new course, I would advise to import the file into a new one and proceed.

If it's happening in any/all files, you should conduct a repair of your software.

Teresa Vanderpost

Any word on this one?  I can't recreate but now two different projects after working with characters for a while storyline just stops functioning.  The only way out is for me to End Task on Task Manager, and is a guess of how much work I lost.  Twice now since January.  Didn't report first time as wasn't sure, but now I think this is something.  But I worked with them alot today before it stopped functioning.


Lauren Connelly

Hi Teresa!

Sorry this has affected your projects!

If Storyline 360 crashes when inserting Characters from the Content Library, then we need to start with repairing Storyline 360.

To do this:

  • Please save all of your projects to your local drive.
  • Next, uninstall Storyline 360 using your desktop app. 


  • After uninstalling, please click the Install button.

By repairing Storyline 360, you install a fresh copy of the program!

After following these steps, can you open up a project with Characters? Keep me updated if that does the trick!

Teresa Vanderpost

This occurs very randomly so it could be a while before I know, it does not occur each time you insert a character. I believe someone else mentioned it in elearning heroes.
Someone would probably have to open a file, and insert characters for a while, change poses, sizes, duplicate…and then poof you can’t do a thing…

So I won’t bother uninstalling not really worth the time. As this has happened before and we uninstalled then.

But thanks so much

Pamela Roeper

I am also having issues with Storyline 360 crashing when working with the characters. It typically happens when I have multiple characters on one slide (I like to have a bit of animation to engage the learners - so I use the same character different poses and expressions across the timeline).It freezes and I have to use the task manager to close the program. I am good about backing up fairly often (I learned the hard way with this) but there is always a little work lost. :-( 

I dread having to uninstall and reinstall, but if that is what it takes to get rid of the problem I will. I always do the updates... are those not enough to fix whatever glitch is going on? 

Lauren Connelly

Hi Pamela! 

I can see how frustrating that would be to have Storyline 360 crash consistently whenever adding Characters from the Content Library! I'd like our Support Engineers to step in and help.

You can connect with our team by using this link. We'll make sure to investigate why this is a consistent issue and what the fix is.  I'm so sorry this is affecting your workflow!

Teresa Vanderpost

I have had it happen twice in the last few weeks, this time it was where I copied a character from one slide and inserted to another, then went to replace pose, then it freezes.  I have uninstalled and reinstalled many times...so I am hoping one day it will just fix itself. :)  It really isn't consistent enough to help you troubleshoot sorry...

Pamela Roeper

Hi Teresa,

Mine hasn't been terrible consistent either, but it happens enough to substantially slow down my work flow. It was in doing exactly as you mentioned. I copy and paste a character or pose, and when I go in to change the pose or expression it freezes.

I sent my storyline file to the link mentioned above. Maybe they will be able to discover the issue? I will be sure to share anything they discover or solutions on this thread. 

Pamela Roeper

Hi Ren,

I actually found a solution that seems to be working. I opened a new project file and moved all the slides over into the new project. It seems to have stopped. If it does start up again I will record and send. 

I did see the recommendation that I save my .story files to the hard drive (C:drive), but unfortunately I work on an older computer (doing a lot of heavy video and graphic work) and have used up all the memory (to the point my Adobe programs had no where to auto save). So, I have had to add an external hard drive. I know always a risk (my final projects are added to my university's OneDrive cloud storage).  

Teresa Vanderpost

Not to be a downer Pamela, but I only ever save mine on the C:drive, and the crashing still happens to me, so it isn't because you are on a network or external.  It is definitely a tough one to replicate for articulate because it is so random.  I have also tried creating a new file, uninstalling etc...so hopefully it works for you and no more issues, but just want you to be aware...:)

Teresa Vanderpost

Just an FYI for Articulate staff, As I mentioned can't recreate...but crash happened again after uninstall /reinstall, using Abby to download she was my fourth character inserting and storyline 360 has froze, so I have to end task, and lose anything i didn 't save...Just an FYI for how often this happens.

Vincent Scoma

Hi Teresa,

Oh no! I am sorry to hear that the sporadic crashing keeps happening when inserting characters. I would like our Support Engineers to help take a closer look to help determine what the issue might be. I am opening up a Support Case on your behalf, so please be on the lookout for that email! 

Hi Sushil,

Thank you for letting us know! Does this seem to be happening in every project you are working on? If so, it might be worth running a repair of Storyline 360 to see if that resolves the issue. 

Please keep us posted and let us know if you keep hitting this snag! 

Katie Riggio

Greetings, Team Flipfly!

So sorry to hear that Storyline crashes when copying and pasting certain characters. 

I'm having trouble recreating the experience in Storyline 360 Update 41. Here's a short video of my test.

  • What version of Storyline are you using? Click on the Help tab, then About Storyline.
  • Are you copying directly from Word or somewhere else?

Any more insight you can provide would be greatly appreciated!

Flipfly Support

Hello Katie,

thank you for your tests and video, I explain your questions telling you what I did to replicate the issue:

  • Open a file in MS Office Word where texts have special characters, I provided you a file for example in the attachment: in column 1 you can see where the text must be pasted, in column 2 what text I've pasted, in column 3 the issues founded.
  • Storyline version used: Storyline 360
  • Last Update: June 23, 2020 (Build 3.41.22450.0)


I appreciate your interest, I hope to have provided all info you need!

Have a nice day!


Team Flipfly 

Leslie McKerchie

Thank you, Flipfly. That was very helpful and I was able to replicate the behavior you reported above.

I've shared my sample file along with your details with our team so that we can look into this issue further.

I wanted to share some information on how we define bugs and how we tackle them when they occur.

Teresa Vanderpost

Hi there, sad to be back in this thread again.  I have not had any issues for a long time, an today I finally did the latest 360 update, and the character causing has come back to haunt me and has crashed storyline and without a recent safe :(....

I think it may have been fixed in the last version as I hadn't seen it for a while, but it is back.