Storyline randomly shutting down

In the last couple of weeks, Storyline has begun randomly popping up a message box that asks if I want to Save. When I click Save, it saves then closes the file.  I'm not prompting this, and not happening during any specific activity that I can predict.  I don't want to chance losing what I've done, so I haven't tried clicking Cancel, but there's no other way to dismiss the message box.  It happens multiple times over the course of a few hours, sometimes only 20 minutes apart, other times I can work for a couple of hours without seeing it, but it happens almost every time I'm in a file for more than a few minutes.  I can't be sure if the timing was exact, but I did install an update to Storyline 360 at some point in the last few weeks.  Prior to this, I'd never had this happen.  Any ideas how to stop the random shut downs?  

13 Replies
Becca Levan

Hi Jeni,

Thank you for reaching out, and I'm so sorry you're hitting this roadblock. 

I've gone ahead and opened a case with our support team to look into this, so you should have received an email confirming a case number. Stay tuned, one of my teammates will be in touch with a next step, and we'll get you back up and running soon!

Martha Low

I also have been having this problem. Sometimes I think it is related to previewing the timeline. Especially if I hit play and then stop/pause right away. Almost always causes a crash. But it also happens at other times and also when I do nothing at all. Sometimes it says that I am using up all the system resources. Will be so glad when this is behind us!

Becca Levan

Hello Bill & Martha, thanks for reaching out!

So sorry that you're also facing this, and I'm happy to help!

I peeked at Jeni's case but didn't see a response confirming if our suggestions fixed things. 

If you still don't see improvement from there, I'd recommend connecting with one of our support engineers to help troubleshoot this with you!

CONNECT WITH A SUPPORT ENGINEER.
Jeni Risgaard

I had the same experience uninstalling - it was better for several days, but it's happening again.  I hadn't noticed it before, but it does appear to be mostly related to playing the timeline.  Thanks for the tip, Martha - I'm going to try going back to the previous version today. 

Also, related to using Cancel - I've used it three times when I was certain I hadn't made any changes since my last save.  Twice, it didn't close, and I was able to continue working, but the third time it closed, so pretty risky to count on it.

I got a notification at the end of June that I'll need to update Articulate 360 by August 24th, but I haven't seen that update show up yet.  Is there a release date planned yet?  Hoping that gets me current again and takes care of the problem. 

Becca Levan

Hello everyone!

I wanted to pop back in here to let you know our team is currently working on the issue in Update 53 where: Storyline asks you to save your project and eventually closes when you choose to “Save” or "Don’t Save."

This discussion has been linked to the bug report, so as soon as we have an update on a fix, we'll come back here to share the details! Thank you all for reporting this to us.

Joseph Francis

Since the most recent update, I have noted a significant uptick in Storyline not only crashing, but crashing completely back to the OS (Windows 10). So, not even the "Sorry something went wrong, tell us what you were doing" dialog box appears before I'm unceremoniously dumped back onto the desktop.

50% of the time, upon relaunching Storyline and reopening the file, Storyline advises me to re-save the file, the other 50% of the time it does not.

Crashing has been almost entirely confined to when I am adding a new slide to the current scene. Note, the slides are from a custom template, which I have been using for the last several months and which prior to the most current release, did NOT trigger a crash under typical use.

Bill McKee

I was notified that Build 3.54.25674.0 which came out on July 27th appears to have fixed that issue. Here is what it says in the release notes (https://articulate.com/support/article/Articulate-Storyline-360-Version-History): 

"Fixed: Pressing the spacebar in slide view or using the timeline preview could prompt you to save your project file or cause Storyline 360 to close unexpectedly."

I installed that build and haven't had an issue since. But I will be working with it more today so I will inform everyone if that changes.

Becca Levan

Thanks for sharing this, Bill, and I'm happy to hear you've not seen any more issues since the update; and please keep us posted!

Nicole & Joseph, I appreciate you reporting this, and if a quick repair of Storyline 360 hasn't improved things, I encourage you to work 1:1 with a support engineer as the next step. You can reach out to them directly here!