Forum Discussion

MaureenGreen's avatar
MaureenGreen
Community Member
6 months ago

All audio features crashing Storyline and S64

Please help! All audio variables in Storyline will not work for me. If I try to add audio files to the slides directly or to the media library, the file looks like it's loading (progress bar) but then glitches and disappears. If I try text to speech, I get a crash and bug report. These are the things I've tried:

- Uninstalling and reinstalling
- Convert MP3 to WAV spec file -> shows progress bar, then file disappears
- Record to slide --> shows progress bar, then file disappears
- Upload to media library or use preloaded background audio --> crash and bug report
- Text to speech from text box or notes field --> loads as if it's working, then crashes and presents a bug report

 

storyline 360
  • JoseTansengco's avatar
    JoseTansengco
    Staff
    6 months ago

    Hi Maureen,

    Sorry to hear that you ran into this issue. 

    I understand that the basic functionality of adding audio isn't working for you, even after uninstalling Storyline 360. Since it looks installation related, please repair Storyline 360 by following the instructions here. You might need to ask for assistance from your IT team to perform some of the steps. 

    Let me know if this fixes the issue for you!

  • MaureenGreen's avatar
    MaureenGreen
    Community Member
    6 months ago

    Hi Juan, thanks for your reply. Sadly this did not fix the issue. When I try to upload a WAV file or record directly into Storyline, the process bar comes up but the file does not register in the media library or anywhere. When I try text to speech, I get the bug report. MG

    • JoseTansengco's avatar
      JoseTansengco
      Staff
      6 months ago

      Hi Maureen,

      I'd like to ask a few questions to help clarify your experience:

      • Are you working locally when uploading files or making recordings in Storyline?
      • Are you unable to upload audio to any of your project files?
      • Can you replicate the behavior on a new project file?

      If all of your project files are affected, please follow these steps to remove all Articulate 360 files and registry keys from your computer, so we can start completely fresh:

      1) Close the Articulate 360 desktop app by right-clicking the Articulate icon in your computer's system tray (by the clock) and choosing "Quit."

      2) Go to your Control Panel and uninstall all Articulate 360 apps, including the Articulate 360 desktop app, Peek 360, Replay 360, Storyline 360, and Studio 360.

      3) Download and extract this zip file on your computer: https://articulate-360-kb.s3.amazonaws.com/360cleanup.zip

      4) Right-click the 360cleanup.bat file and choose "Run as administrator." The script should only take a few seconds to remove all the Articulate files and registry keys from your computer.

      5) Reboot your computer.

      6) Download the latest Articulate 360 desktop app here: https://360.articulate.com/downloads

      7) Right-click the articulate-360.exe file and choose "Run as administrator."

      8) Launch the Articulate 360 desktop app and click "Install" beside each authoring app you want to install.

      9) Reboot your computer and test your Articulate apps.

      Let me know if this fixes the issue for you!

  • MaureenGreen's avatar
    MaureenGreen
    Community Member
    6 months ago

    Jose, thanks for the info. If I do this, will my work still be there when I reinstall or am I going to lose it? Thanks.

    • StevenBenassi's avatar
      StevenBenassi
      Staff
      6 months ago

      Hi Maureen!

      Happy to jump in here!

      Not to worry! Performing the steps my teammate Joe shared does not affect content you have authored in the past. We recommend saving your Storyline files locally on your hard drive to avoid unexpected behavior when creating, sharing, and publishing Storyline projects. Also, Rise 360 and Review 360 content is web-based and will always be tied to your Articulate ID as long as your subscription is active.

      Please let me know if you have any more questions!

  • MaureenGreen's avatar
    MaureenGreen
    Community Member
    6 months ago

    Thanks, Steven and Jose. Sadly, this didn't work. It might be something in my system, but I don't understand why that would affect text to speech functions. It continues to crash and generate a bug report.

    • StevenBenassi's avatar
      StevenBenassi
      Staff
      6 months ago

      Hi Maureen!

      Thanks for following up! So sorry to hear you're still running into this setback!

      I've opened a support case on your behalf so our support engineers can take a closer look into this issue. It would be helpful to see any error messages or bug reports that pop up as a result of the crashing. Feel free to share them via e-mail with our support engineers through your case. You're in excellent hands troubleshooting with them and they should be getting in touch with you shortly!

      We can continue the conversation through your case to keep all information in one spot.

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