copy and past text on slide to notes causes crash

Hi Aletha,

So sorry to hear about the frequent crashing! 

I'm having trouble recreating any issues when copying/pasting slide text into the notes panel in Storyline 360 Update 43. What update of Storyline 360 are you running?

Our Support Engineers can also investigate in real-time while you copy and paste text. Let us know if you could screen share with us: 

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Hi Lauren, I'm having the same problem. On Thursday last week, I started having problems with Storyline crashing when I copy and paste objects in my course--mostly on slide layers. Strangely, the crashing seems to start happening shortly after 5:00 p.m. On Friday and today, everything worked great until shortly after 5:00, and then it crashes every time I try to copy/paste an object to reuse it (so I don't have to build it). I lose several minutes of work if I forget to save before attempting to paste. About one out of seven times, it'll paste okay, but I'll have several crashes within the span of ten to twenty minutes. Yesterday, everything worked fine. No crashing at all. I had the latest update installed, but I reverted to the previous version to see if that would make a difference, and it does not. I'm not sure the updates have anything to do with it. I installed the latest update two weeks ago, but only started having problems last Thursday.

Why on earth would the time of day matter? Why didn't I have issues yesterday, but I did Friday and today? It makes me wonder if there is something wrong with the Articulate network that we have to be signed into in order to use the tool? Not sure if this is related, but yesterday morning, I had an Articulate sign-in issue (blank sign-in dialog box). I had to restart my computer, and then I could sign in. 

I opened a case on Friday, and Cleo Sinues wants me to follow steps to uninstall, clean up the files, and then reinstall. I'll need my help desk's assistance to do this, so we'll attempt it hopefully tomorrow, but if it doesn't fix the problem, Cleo will be hearing back from me. Case #02416566.

Thanks,

Lisa

Hi Lisa,

I appreciate you taking the time to walk us through your timeline, and I'm so sorry to hear about the constant crashing. 

We definitely want to sort that for you, and great move to open a case. I looped Cleo in on your updates, and we will wait to hear back on how the reinstallation goes. 

In the interim, I found a similar report where disabling Unicode UTF-8 support helped with the crash during copy/paste. Here are the steps:

1. In Windows, open Settings
2. Click Time & Language
3. Click Language
4. On the right side under Related Settings, click Administrative Language Settings
5. Under the Administrative Tab, click Change System Locale (admin rights required)
6. Uncheck the box labeled Beta: Use Unicode UTF-8 for worldwide language support 
7. Reboot if asked when changing this setting

✎ Short video demo of the steps: Disabling Unicode UTF-8 for worldwide language support

We are standing by, with our fingers crossed!

I am having the same problem, across multiple files.
I haven't noticed it occurring at any specific time, though.
I attempted to disable the Unicode  UTF-8 per the instructions above, but it was already unchecked.

One thing that I can add:
It only occurs when I "normal" paste into the notes.
If I paste without formatting, it does not crash.

Hi David,

Thanks for taking the time to try those steps. I'm happy to keep digging!

• Are you copying/pasting text from another application or within Storyline?
• Which Storyline 360 update are you using? (We're currently on Update 43.)

Hi David,

Thanks for the extra details! Are you experiencing this across multiple files or just this one?

If you're comfortable sharing your file, our support engineers would be happy to take a look and provide next steps on fixing this error you're seeing!

Share your file with us!

This is still a problem! I've had Storyline crash several times this morning (January 2021) when I past text using a Contol-V function. This bug is so old! When will it be fixed?

Hi Kate,

I'm sorry to hear you're running into this issue as well! Have you tried following the steps Katie shared above regarding disabling Unicode UTF-8 to see if it helps?

If this error is still appearing for you, feel free to connect with our team, as we're happy to connect and figure out why this is happening!

Connect with us.

This is still a problem for me too - across multiple files. It crashes when I try to copy or paste text from or to notes.... 

Hi Lina,

Thanks for letting us know that you're experiencing an issue with copy/paste as well.

Were you able to work through the troubleshooting that Katie shared above?