storyline keeps crashing

I'm running storyline on my mac using parallels and it continues to crash. As soon as i try to type or add a marker it crashes and support has been zero help. here's the error when i tried to type after adding a marker:

<?xml version="1.0" encoding="utf-16"?>
<ErrorReport xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
  <ReportType>Error</ReportType>
  <ApplicationName>Storyline</ApplicationName>
  <Version>1.6.1407.2208</Version>
  <SerialNumber />
  <Enterprise>false</Enterprise>
  <Email>sindy0177@gmail.com</Email>
  <Date>2014-10-16T10:59:39.6094-04:00</Date>
  <Message>The handle is invalid</Message>
  <Source>System.Drawing</Source>
  <StackTrace>System.ComponentModel.Win32Exception: The handle is invalid
   at System.Drawing.BufferedGraphicsContext.CreateCompatibleDIB(IntPtr hdc, IntPtr hpal, Int32 ulWidth, Int32 ulHeight, IntPtr& ppvBits)
   at System.Drawing.BufferedGraphicsContext.CreateBuffer(IntPtr src, Int32 offsetX, Int32 offsetY, Int32 width, Int32 height)
   at System.Drawing.BufferedGraphicsContext.AllocBuffer(Graphics targetGraphics, IntPtr targetDC, Rectangle targetRectangle)
   at System.Drawing.BufferedGraphicsContext.AllocBufferInTempManager(Graphics targetGraphics, IntPtr targetDC, Rectangle targetRectangle)
   at System.Drawing.BufferedGraphicsContext.Allocate(Graphics targetGraphics, Rectangle targetRectangle)
   at Articulate.Design.InplaceRichTextBox.c(List`1 A_0)
   at Articulate.Design.InplaceRichTextBox.WndProc(Message& m)
   at System.Windows.Forms.Control.ControlNativeWindow.OnMessage(Message& m)
   at System.Windows.Forms.Control.ControlNativeWindow.WndProc(Message& m)
   at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)</StackTrace>
  <FlashVersion>WIN 13,0,0,206</FlashVersion>
  <PrivateMemory>186,588 K</PrivateMemory>
  <VirtualMemory>570,988 K</VirtualMemory>
  <OSVersion>Windows 7 6.1.7601 Service Pack 1</OSVersion>
  <CLRVersion>2.0.50727.5420</CLRVersion>
  <ProcessorCount>1</ProcessorCount>
</ErrorReport>

Any suggestions? I'm using the recommended 4 gb or ram for parallels.

9 Replies
Ashley Terwilliger

Hi Cindy,

I'm sorry to hear about the crashing your experiencing and I see you have a new support case opened up for you, assigned to Jonathan who I expect to be in touch soon. It looks like you had a previous case, where John sent some additional information in June - and there was not a reply to that email. Did you possibly not receive it - it would have come from Support@articulate.com? I have copied a portion of the email below:

For tips on using Storyline in Parallels Desktop, see the articles below: 

http://www.articulate.com/blog/how-to-run-articulate-on-macs/ 

http://www.articulate.com/support/kb_article.php?product=st1&id=sp8jsbrv29eu 

If you are already doing all the best practices in the articles and are still experiencing the same issues, then could you please specify your OS version, and describe your computer's system specifications like processor speed, RAM, hard drive space, etc. 

If you're still having difficulty, please also ensure that you're not running in Coherence mode as well, as I recently heard that was causing difficulty with Parallels users and you may want to look into conducting the repair here. 

Ashley Terwilliger

Hi Cindy,

My apologies, I sent the link for Storyline 2 before seeing that you needed Storyline 1 - were you able to follow those same steps for SL1, including the .NET framework repair stuff? Did you also check that you're working solely in the Windows environment in Parallels?  I see the case you started (# 00429155) but I don't see a video that was shared. Did you reply to the email from Support@articulate.com?  The next step if Storyline continues to crash would be to pull the Windows event logs and share them with our team in the Support case you have open. 

Ashley Terwilliger

Hi Cindy,

When I click on that link it shows me the Storyline 1 information - so I've copied it below:

Is Articulate Storyline crashing or performing erratically? You should be able to fix it by reinstalling Storyline and its supporting software. If it persists, send us the Storyline error logs from your computer for review. Here's how:

NoteMicrosoft .NET Framework 4 (or later) must be installed to perform this logging process.

  1. Download and extract this zip file on your computer.
  2. If you're using Windows Vista/7/8, right-click the SLCrashLog.bat file and select Run as administrator. If you're using Windows XP, double-click SLCrashLog.bat. A command window will open and close, and Storyline will launch a few seconds later.
  3. Reproduce the problematic behavior in Storyline, then close Storyline.
  4. Wait 60 seconds to allow logging to complete, then proceed to the next step.
  5. From the zip file downloaded in step 1, locate the SLLogZip.bat file. If you're using Windows Vista/7/8, right-click it and select Run as administrator. If you're using Windows XP, double-click it. A command window will open and create a zip file (called ArticulateLogFiles.zip) that contains several error logs on your desktop. (These logs can be large, so it may take a few minutes to complete.)
  6. Click here to upload ArticulateLogFiles.zip to us.

We'll review your log files and follow-up with you when the investigation is complete.

I don't see multiple emails or support cases open for you - just the one from yesterday that was started after you talked with Ann on our Customer care team. Do you have case numbers for these other emails you've sent? Did you receive a notification from Support@articulate.com that the case was created?