Forum Discussion

RachelStaalsen's avatar
RachelStaalsen
Community Member
2 years ago

Classic Character Glitching

I'm having so much trouble with classic characters in storyline!  If I insert one, the entire program freezes.  I have restarted the computer--nope.  I've uninstalled and reinstalled the software--nope.

A couple of the classic characters are the only ones that somewhat resemble children--which are necessary for a course I'm developing.  

I'd appreciate any suggestions.

storyline 360
  • JohnMorgan-c50c's avatar
    JohnMorgan-c50c
    Former Staff
    2 years ago

    Hi Rachel,

    I'm sorry you're running into this snag! I have opened a support case on your behalf. You may have seen the support email that was sent. Our support engineers will be in contact soon to help you through this issue.

    Thanks for reaching out!

  • SonyaEdwards-bd's avatar
    SonyaEdwards-bd
    Community Member
    2 years ago

    Rachel,

     Did you get any resolution to this issue? I am having the same problem. It is only the classic characters.

  • LucianaPiazza's avatar
    LucianaPiazza
    Staff
    2 years ago

    Hi Sonya, and welcome to the E-Learning Heroes Community! Glad you're here. 🥳

    I'm happy to share the workaround steps our colleague Chester shared with Rachel within her support case.

    I hope they can provide you with some assistance!

    Workaround 1: Completely Remove All Articulate

    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: http://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.


    Workaround 2: Test in Previous Version of Storyline

    If the above does not help, see if the problem is version-specific. Try installing one of the older versions of Storyline 360 and see if the issue persists. Here's how:

    https://community.articulate.com/series/articulate-360/articles/articulate-360-user-guide-how-to-install-launch-desktop-authoring-apps#install-previous-version

    Please let us know if one of these workarounds does the trick! If you are still having difficulty, we'd be happy to take a closer look at your setup within a support case. 

    Have a great start to your week!

Related Content