Storyline freezing when trying to open Media Library

Aug 24, 2023

Jeremy Lippart
By Jeremy Lippart

Recently, if I am working on a project's theme and try to view the media library, Storyline will freeze, and I need to shut it down via the task manager. This happens when editing a project or starting a new one from scratch.

I am currently using version 3.79.30834.0. All my files are on a local drive; I've tried uninstalling and reinstalling Storyline and deleting .tmp files. 

I've had issues with slow performance in general that I think might be related to something corrupt in the media library of my main theme, but I can't open the media library to edit because Storyline freezes whenever I try.

If I open a blank project and use a built-in theme, I don't experience any issues, but I'd rather not rebuild my custom theme again (I've already done it 3 times because of issues with slowdowns). Primarily because it's a hassle to create the custom theme and colors pixel-perfect.

Is anyone else experiencing this and have some fix suggestions?

1 Reply
Jose Tansengco
8 months ago08/25/23 at 3:15 pm (UTC)

Hello Jeremy, 

Sorry to hear that you ran into this issue and thanks for sharing the troubleshooting steps that you've already taken.

Since you've already tried uninstalling the application, please follow the steps in this article to do a repair of your Storyline 360 installation. If the issue persists, try doing a clean install of Articulate 360 to see if this fixes it. Here's how: 

1) Close the Articulate 360 desktop app by right-clicking the Articulate icon in your computer's system tray (by the clock) and choosing "Quit."

2) Go to your Control Panel and uninstall all Articulate 360 apps, including the Articulate 360 desktop app, Peek 360, Replay 360, Storyline 360, and Studio 360.

3) Download and extract this zip file on your computer: http://articulate-360-kb.s3.amazonaws.com/360cleanup.zip

4) Right-click the 360cleanup.bat file and choose "Run as administrator." The script should only take a few seconds to remove all the Articulate files and registry keys from your computer.

5) Reboot your computer.

6) Download the latest Articulate 360 desktop app here: https://360.articulate.com/downloads

7) Right-click the articulate-360.exe file and choose "Run as administrator."

8) Launch the Articulate 360 desktop app and click "Install" beside each authoring app you want to install.

9) Reboot your computer and test your Articulate apps.

If doing a clean install doesn't work, please open a case with our support team here so we can take a closer look at the behavior. 

 

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