I've been having a really bad couple of days. Storyline 360 keeps shutting down on me, closing my files without saving, and it's happened like 5 times in the last hour I can't get any work done.
Thanks, Amy and Nahla for reporting this issue and helping us track it down. Although it's only impacting a handful of users, it's still causing a lot of trouble for those who have run into it! Our team is looking into a fix right now, so we'll let you know as soon as we can!
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!
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.
I am now experiencing these same issues (closing when I click a text box or closing upon saving a file. I have already uninstalled/reinstalled storyline 360. These issues started happening with the latest update 3.38.21779.0 on March 24, 2020. Is there a resolution for this yet?
Hi, I'm experiencing the same issue - Storyline 360 shutting down each time I click on the 'player'. Could you please advise whether there is a resolution as yet?
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.
I downgraded to a previous version and so far it has stopped crashing. If you click on the arrow button next to SL360 you will see "other versions" and I went backwards to the last version.
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:
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....
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.
I'm so sorry this is affecting your workflow! I see that you're working with our Senior Technical Support Engineers. You're in the right spot for troubleshooting.
I'll be following the case as I'm eager to see what the fix is!
I am having the same problem. Everything has been fine for weeks on the same project and today it backfires after I install 1 image. What is the fix? This thread is actually over a year old.
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.
I've noticed that when I pop my timeline and put it on another screen and start to work on my project, the crashing becomes more prevalent. Maybe you can check that out too.
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?
Hi Mira. I was also having the same problem and it didn't matter what or where I clicked, just clicking anywhere would shut down Storyline. None of the solutions fixed the issue. I went back to version 3.37.21614.0 and everything has been fine since.
33 Replies
Yes this is also happening to me! Very frustrating! I think its to do with the latest storyline update.
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!
Thanks, Amy and Nahla for reporting this issue and helping us track it down. Although it's only impacting a handful of users, it's still causing a lot of trouble for those who have run into it! Our team is looking into a fix right now, so we'll let you know as soon as we can!
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!
This post was removed by the author
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.
I am now experiencing these same issues (closing when I click a text box or closing upon saving a file. I have already uninstalled/reinstalled storyline 360. These issues started happening with the latest update 3.38.21779.0 on March 24, 2020. Is there a resolution for this yet?
Hi, I'm experiencing the same issue - Storyline 360 shutting down each time I click on the 'player'. Could you please advise whether there is a resolution as yet?
Hi Mira. I have not received a response from Articulate yet. I hope they help soon as this is really holding me up and I have deadlines to meet.
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.
I tried repairing as they advised and it did nothing to fix the problem. No matter what I do it shuts down.
I downgraded to a previous version and so far it has stopped crashing. If you click on the arrow button next to SL360 you will see "other versions" and I went backwards to the last version.
Thanks for sharing. I will give it a try.
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:
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....
Hi Stephen, could you please let me know which version you're using?
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.
Hi Mira!
I'm so sorry this is affecting your workflow! I see that you're working with our Senior Technical Support Engineers. You're in the right spot for troubleshooting.
I'll be following the case as I'm eager to see what the fix is!
I am having the same problem. Everything has been fine for weeks on the same project and today it backfires after I install 1 image. What is the fix? This thread is actually over a year old.
I'm having the same issue. Storyline just randomly shuts down. It's been doing this all day
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.
I've noticed that when I pop my timeline and put it on another screen and start to work on my project, the crashing becomes more prevalent. Maybe you can check that out too.
Hello,
Storyline 365 closes / crashes when Word Microsoft 365 is running.
It happens every time I try to copy a text from Word 365 to Storline 365. Then I must shut down Word to start Storyline 365.
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?
Hi Mira. I was also having the same problem and it didn't matter what or where I clicked, just clicking anywhere would shut down Storyline. None of the solutions fixed the issue. I went back to version 3.37.21614.0 and everything has been fine since.
This discussion is closed. You can start a new discussion or contact Articulate Support.