Unable to Preview/projects keep crashing

Hello, I just updated Storyline 360 to the latest about an hour ago (Build 3.17.16117.0 launched today) and I'm unable to preview any of my courses. It's in a constant state of generating preview, but it doesn't play anything. Plus, it keeps giving me a crash error ("...something went wrong with Articulate Storyline..."). Anyone else experiencing this issue?

30 Replies
Ashley Terwilliger-Pollard

Hi Megan,

I heard a few other users who had run into similar issues (although I haven't yet replicated it) so I know our team is taking a look at that one on one. I'll open up a case for you so that we can dig a bit deeper and if needed get you a roll back to an earlier update.

Keep an eye out for an email from Support@articulate.com! 

Walt Hamilton
Steve Covello

I am experiencing this too. Uninstalled the software via 360 control panel and then reinstalled Storyline - same problem, and I tried it in several different projects. I'd be glad to screenshare with someone if needed. This is urgent, and I would prefer to downgrade to the prior release ASAP. Please advise how I can do this.

Ashley Terwilliger-Pollard

Hi Walt, Steve, and Luca, 

I'm sorry you ran into an issue with the latest update.  

Our team is actively investigating an issue that matches your video,  where the straight or double arrows are causing issues in Previewing/publishing Storyline 360 Update 17 content. 

If you need to rollback to an earlier version, we're happy to help you do so. 

Two other workarounds noted by our team for this issue are:

  • Save the arrow as an image then insert it into your project.
  • Under Format menu, adjust the width pixel value to 1 instead of 0


I also saw you were working with Miker to pull some error logs, so I'll defer to his expertise at the issue you're running into. I do see that he provided you the directions to rollback to an earlier update while we continue to work through this issue. 


It looks like you are only seeing this with an inserted character, not the arrow behavior Walt and Steve have shared. I saw you're also working in a case, and Miker advised pulling the error logs. We'll keep an eye on this and confirm if it's one of the issues connected to our latest update. 

Steve Covello

FYI, I am not experiencing the problem because of an arrow object. The software crashes even on a blank new project. 

I have been issued a downgrade yesterday and was able to complete the edits to existing projects. However, as of this morning, I am experiencing another new problem where clicking on objects (such as to change the name of a slide in the Slide Layers panel) causes no response. Clicking around on various objects causes latent response. It's like the project is haunted!

Something very bad has happened here.

Ashley Terwilliger-Pollard

Hi Steve,

Sorry, I misread your issue, but I have no doubt that you're in good hands with Miker. He's taking a look and please let him know about your most recent issue too. 

The issues we've seen in Update 17 have been few, but far-reaching for a number of our customers, so we're working as fast as possible to get fixes out to you. I appreciate your help in sharing honest feedback with us. We know this isn't how you wanted to end your week. 

Ashley Terwilliger-Pollard

Hi all, 

Another update was released this am for Storyline 360, and that should resolve the issue for some users couldn't preview or publish after installing a recent update. We're sorry about that! 

You'll want to look for the update released today (June 27, 2018) and once updated you'll find the build number of 3.17.16188.0 in your About Articulate Storyline window. 

Shiela Marie Marcos

Hi Chinedu,

What version of Storyline 360 are you using? You can check it by clicking the Help tab, then clicking on the "About Storyline" button on the ribbon.

Does this happen only with one file in particular? If so, importing it into a new file may fix this issue. If this is happening in all your Storyline files when you preview, you might want to check this article out to fix erratic behavior.

Katie Riggio

Welcome to the community, chinedu! We're here to help. 😊

Is this happening with multiple project files or a specific one? If with many, a simple Storyline 360 repair should do the trick! If it's with a certain course, could you share the .story file here for me to test – you can use the Add Attachment button in your reply or use this upload link if the content is private.

Also, what Storyline 360 update are you on? To find this detail, go to the Help tab > Click About Storyline.