My files every now and they pop up with the error: "the file XXXX' is being used by another process or you do not have the proper security permissions to access this resource" Our IT Dept spent and hour last time trying to figure out how to open it and still that wasnt an ideal solution. Anyone know how to hard reset Storyline?

With all due respect Lauren, I wouldn't say that you solved the issue with your customer, you used a workaround. This issue continues to occur with us and creating loads of copies of our working files does not seem like a practical solution. As for having elements open in other programs - I see no reason why this should have an effect. I do all my image work in Photoshop, save a png and import it into Storyline. How is that linked in any way?

Hi Stephanie, Sorry to hear you've been coming across this error for weeks now! I've opened a case on your behalf with our support engineers where you'll hear from someone on the team soon. They'll do everything they can to determine what's causing that error to come up. Be on the lookout for a response!

Hi Calamity Jane. So sorry you see that error! Are the files saved to your local hard drive (typically your C: drive), or are they on a network drive? If they're saved locally, here are a few approaches for us to take: Make a copy of an affected .story file, then change the name of it. Are you able to open the copy? If that doesn't help, a simple repair of Storyline 360 should help. If you're still getting stuck, please let us know! With your permission, we can look at your .story file and will delete it once we nail down the culprit. If that works for you, you can share the file privately with our Support team here.

I am getting this problem a lot for the past few weeks. I am saving to the hard drive. I have repeatedly uninstalled and reinstalled Storyline. The issue continues. Is anyone else having this problem? Is there a fix coming?

Hi Anne, I opened a Support case for you so that you can work one on one with our engineers to get to the bottom of this! Keep an eye out for an email from Support@articulate.com for next steps. Sorry for all the trouble, but we'll figure it out!

ERROR: Being used by another process | Articulate

AlyssaGomez
Staff
6 years ago
Hey, Anne! I saw your post about the .NET Framework, as well. Don't feel like you have to tackle this on your own – our Support Team are rockstars and would love to help you!

You can open a case with the team right here.
AlyssaGomez
Staff
6 years ago
Hey, Anne. Thanks so much for the update. In case you haven't seen this yet, here's a list of websites your IT team should allowlist.

Keep us posted on how it goes!
- AnneDeFelice
  Community Member
  6 years ago
  Hi Alyssa,
  
  I don't think its an issue with any particular file. It happens, intermittently, with any Storyline file. According to your support team, it is probably an interaction with some security software my organization uses.
  
  I will open a case with details. I have attached the error message here as well.
  
  In the meantime, can your Support/QA team check and see if there are any known interaction issues with the following
  
  CB Protection https://www.carbonblack.com/resource/cb-protection-datasheet/
  
  ESET Service https://www.eset.com/us/
  
  Thanks,
  
  Anne
  
  ps your support site is a little strange when I type into it. There is a long lag time after I type.
AshleyT-Pollard
Staff
6 years ago
Hi Anne,

I saw you're working with Eric on this issue and he offered some suggestions, including ways to add exceptions to Carbon Black or disable it to test out how the file behaves without that on.

We'll follow along in your case as you keep Eric in the loop on that testing.
AnneDeFelice
Community Member
6 years ago
UPDATE: My organizations's IT team has told me that they can confidently state that is not our Antivirus or any other security causing the Storyline process error on saving. It also is not any backup software causing it.

It is an intermittent issue. All signs seem to point to an issue with the Storyline software itself.

Thanks,

Anne
AshleyT-Pollard
Staff
6 years ago
Hi Anne,

Our team is continuing to look into this as well, but so far the commonality we've seen is Carbon Black also being installed. We'll keep you posted here and as a part of your Support case with any more details.
- AnneDeFelice-7b
  Community Member
  6 years ago
  Hi Ashley,
  
  Thanks! I will forward your response to my IT team. The trouble is, they only have so many resources to help with an intermittent issue. I have requested the whitelisting but am still awaiting approval for that. They say they need ample justification to do so, and I’m trying to make a case. Any additional information you could send me on this would be most appreciated.
  
  Thanks again,
  Anne
AnneDeFelice
Community Member
6 years ago
Hi Ashley,

I was just notified that my IT group applied the whitelisting you suggested to Carbon Black on my machine. I will keep you posted to see if this improves things.

Thanks again for all your help.

Anne
AnneDeFelice
Community Member
6 years ago
ps here is the image IT sent me to show what they did. Can you confirm that this is correct?
AlyssaGomez
Staff
6 years ago
Hi Anne!

I'll share this information with Eric in your support case #01743682. They'll reach back out to you shortly!
KatieRiggio
Staff
6 years ago
Hello, Michael. So sorry you're at this roadblock!

This related discussion on syncing software came to mind, and it looks like disabling the sync when opening a Storyline file helped resolve any issues.

Please let us know if that doesn't work, as we definitely want to lend a hand!
TrevorSlydel
Community Member
6 years ago
I have the same problem and I am not using file syncing software. This has only just started happening with the latest update.