33 Replies
Ashley Terwilliger-Pollard

Hi Nahla and Amy,

That does sound like a bad few days, and definitely not the way to end summer! 

The good news is, I haven't heard of widespread issues like this using Update 19 of Storyline 360.

I also see you both submitted a case, which is what'd I'd recommend so that our team can check out your file.

If you haven't already, let's also check some of the basics tips for troubleshooting odd behavior

Let me know how it goes checking on those steps, and if you need to roll back to Update 18 our Support Engineers are happy to help in your cases! 

Crystal Horn

Hey, Amy and Nahla. I'm excited to let you know that we just released update 20 for Storyline 360! It includes lots of improvements - check them all out here.

One of the fixes addresses an issue where some Storyline files were randomly crashing after update 19.   

Here’s how you can update Storyline 360 to take advantage of everything the latest release has to offer. Let me know how you make out!

Ashley Terwilliger-Pollard

Hi Carolyn,

I'm sorry you've had such trouble after the latest update (to confirm are you using Storyline 360, build 3.31.19951.0 ?). We never want you to spend hours troubleshooting a problem alone-that's why our team is here to help.  I've gone ahead and opened a Support case for you to work one on one with our team, so please keep your eyes peeled for an email from Support@articulate.com

Stephen Velky

I am having the same problem. It seems whenever there is an update I have this problem. This is why normally I ignore updates as long as possible because every time i I have I end up with problems. I will do the uninstall and reinstall and hope this fixes the problem. These updates are exhausting. 

Katie Riggio

Good morning, all!

The nature of a crash can be tough to identify. These best practices to help reduce the risk and a simple Storyline repair are always good starting points.

Your time is valuable, so we want to help keep your development running smoothly. Since a few of you are working with our Engineers already, I shared this discussion in each corresponding case and opened ones for those who weren't. I'll also follow along so I can share any relevant insight with the community.

As always, if you stumble upon any obstacles while building out your course, please let us know:

Mira Gomez

I've followed all the repair steps as directed by one of your support engineers, but it didn't solve the problem. Now I'm being told that my profile folders are pathed to a non-local drive/folder and to request that they be pathed to my local disk. As I work for a large organisation, I have to work within the standard policies and processes so I don't like my chances. Also, I've been using Storyline for a couple of years now in the same organisation without any problems, so I can't understand why this is occurring now.

This issue is really impacting on my delivery deadlines. I'm hoping someone has found an answer by now....

Mira Gomez

So someone in our IT Dept had a look of what was happening and said the system was crashing because of Flash. Does Storyline use Flash? I thought no one was using it anymore? This has been reported to Articulate support but I'm attaching the screen capture by IT in case any IT gurus here can help.


Mira Gomez

The issue has been escalated to a senior technical support engineer however, as he appears to be located in the US/Canada region and I'm in Australia, there is a lag in communication which is a concern. I've sent him my diagnostics, so hopefully he will be able to identify and fix the issue. It's strange how Storyline shuts down at different times for different people. I have no problems doing anything in Storyline except for when I click 'Player'. Fingers crossed for a fix soon.

Mira Gomez

Good morning, 

When I've experienced the issue, I haven't had Word open and I haven't been copying and pasting text from one screen to another. So all our issues seem to be stemming from different actions/situations.

I've just heard back from the senior engineer and he has asked me to turn off 'McAfee Endpoint Security Threat Prevention' and perform all the actions I've already been through with 1st level support. As I have to get IT to run all these actions for me, it's not that easy so I'm not keen to ask again. Also, I'm not sure they will be willing to turn off McAfee for any length of time.

Is anyone NOT experiencing issues with Storyline and if so, what version are they using please? Is it possible to go back to an old version when you've had Storyline recently installed - so it would be a fairly new version. Can one go back to a version that has never been installed on the machine?