Videos do not download in Storyline 360

Case #01369953

I have contacted support with this issue.  None of my courses will download with my  MP4 files or an tiny AVI file.  I need this escalated.  I have read all these articles.  I am using a trial version of Storyline 360.  v 3.15.155810

The videos work in CAPTIVATE 2017 and STORYLINE 2. 

The support person said that I have to view this in SCORM. I should be able to view this without using SCORM so I can make changes.

Should I uninstall 360 and reinstall it?  I do this for a living and I'm losing money.

4 Replies
Ashley Terwilliger

Hi Norma,

I'm sorry you've had such troubles using the trial, and that these videos aren't working as you'd expect. I appreciate you sharing your case number with me, and I also see that you called in and left a message recently as well. The case has been escalated to our Senior Support Engineers who will be in touch with you soon. 

Ashley Terwilliger

Hi Norma,

Just wanted to loop back to this, I talked with Victor earlier and he let me know you were able to resolve this issue by ensuring that your Storyline files were published to a shorter file directory on your computer (e.g. My Articulate Project, Desktop) to fit within the 260-character limit imposed by Microsoft Windows. 
Let us know if you need anything else!

Norma Kaplan

I was going to reply to your first message when Victor called.  He WAS WONDERFUL. Victor has such patience and respect for the customer. I appreciated the contact and that were able to share my screen so he could diagnose my issue.  I know that is not the norm - but as you can see my issue was unique. 

I did appreciate Anna's help initially, but there was no way she (or anyone else) would have known that was the issue.

I just can't believe that the issue was a shorter file directory.  First I've ever heard of this!!!!  I'm letting one of my colleagues know. 

I appreciate the support that Articulate has given me!