Forum Discussion

PedroMendez's avatar
PedroMendez
Community Member
2 years ago

Black loading screen and no preview available (only a white screen)

Good morning community:

Just reaching you all today as I have 2 specific issues (not sure if they are issues) that I am trying to understand a bit more.

I have a project (unfortunately I can't share the file due its sensitive content) where I have different buttons linked to other scenes in the project (a nav bar basically)

Issue 01: When clicking into one of those buttons, there is a 2 seconds gap where all I can see is a grey loading type of screen before it takes me to the correct scene.  This is behaviours makes the overall UX very weird and I want to find the reason behind this and fix it (never happened to me before in a Storyline project)

 

Issue 02: Not sure if related to issue 01, but when I try to preview, all I get is a White screen and can't preview at all.  The only way to test my scenes is by publish them for review, which is time consuming as you can imagine. NOTE: this happens with all my SL files, and it started since last update.

I would really appreciate your support and expertise on this.

Thank you!

storyline 360
  • LaurenDuvall's avatar
    LaurenDuvall
    Staff
    2 years ago

    Hello Pedro!

    I'm happy to help! Are both of these issues only appearing when previewing the file, or are you seeing both issues when publishing, too?

    I haven't heard of either one of these issues occurring since the last update. Have you tried a repair of Storyline 360?

    If it is at all possible to remove any sensitive information from your .story file, you can share it with us privately in a support case. We'll delete it once we've completed testing and can send an NDA if needed.

  • PedroMendez's avatar
    PedroMendez
    Community Member
    2 years ago

    Hi Lauren, thanks for your reply.  The "white preview" issue only appears when I preview it.  So I am in need of publishing so I can test results.   The loading screen only appears when I publish, can't evaluate this issue when preview as previewing does not works for me. 

    Attaching an image of the "loading screen" issue.

    I will try repairing storyline and let you know if that solved the issue. 
    Thanks!

    • MathNotermans-9's avatar
      MathNotermans-9
      Community Member
      2 years ago

      Do check your console for specific errors. That might pinpoint the issue.

  • PedroMendez's avatar
    PedroMendez
    Community Member
    2 years ago

    Thanks Math Notermans,

    Do you mind explaining me how to do that?  I guess you mean checking the code for errors? 

  • PedroMendez's avatar
    PedroMendez
    Community Member
    2 years ago

    Hi Lauren, just to update you.

    I have uninstalled and reinstalled SL as you suggested.  Preview is now working but I am still getting the loading screen issue. I have tried publishing from 2 different computers and the issues persists. 

    I am on a MAC running Parallels with SL and something else I am experiencing is that my publishing times are extremely long (a week before the same file was publishing fine on my Mac). So what I am doing is publishing from a Windows based computer and it takes 10s to publish my project.  

    I've read this is a typical issue on Mac's running virtual machines but haven't really read a solution to it.  Do you remember one?

    I'll try to create a lighter version of my file without sensitive content for you to evaluate, if that's possible.

    Thanks!

    • JoseTansengco's avatar
      JoseTansengco
      Staff
      2 years ago

      Hi Pedro,

      Thanks for sharing these additional information!

      Since you're working on a Mac Parallels environment, you'll want to make sure that: 

      If your Parallels environment checks all of these boxes, please open a case with our support team here so we can have our support engineers take a look at your Parallels environment in closer detail.

      • PedroMendez's avatar
        PedroMendez
        Community Member
        12 months ago

        Hi Jose, thanks for your reply above.

        I have actually followed your guidance and I have manage to solve the preview issue. Now all my courses can be previewed correctly.

        The "black dotted" loading screen is still there but that doesn't bother me that much.

        I am still having excessive publishing times in parallels.  The same files at a windows based laptop takes 2 minutes in comparison of almost 1 hour when using parallels.

        Do you have any other advice/guidance on the latter issue?  Do you think updating to the latest Parallels version may solve the issue? (prefer to ask before spending the money).

        Thanks!

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