Frequent crashes when previewing

Hi Angela and Rebecca, 👋

Thank you both for reaching out in this thread!

Angela- I see that you've opened a case and have been working with our colleague Mcgem. You're in great hands! If any other questions come up we can continue the conversation over in your support case! Happy to help!

Rebecca- Thanks for sharing what machine you're currently working on. I'd like to share the troubleshooting steps Mcgem shared with Angela in her case. Feel free to give them a go and let us know if you are still running into this snag. 

Here are the steps:

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.

I hope this helps! Please let us know if any other questions come up!

Hope you both have a wonderful holiday season! 🎉