Forum Discussion
Latest version is very unstable. 3.84.316470
I updated to the most recently up. Every time I preview, make a change, and attempt to save. Storyline360 would crash. I have tried to uninstalled, reboot, and re-install and the same problems persist. I reverted back to the November 7th version and no problems at all.
Hello Ted!
I'm sorry for the trouble with Storyline crashing; great idea to open a case so our support engineers can look more closely! I see you've connected with my teammate, Dexter, and he suggested running a script to clean up your Storyline installation.
Let's continue the conversation in your support case to keep all the information in one place, but I'm happy to assist further as needed!
Eric,
Thanks. I downloaded the script from another post. Let me try that first.Hi Ted!
Thanks for following up and sharing! If you run into any setbacks, please don't hesitate to reconnect with Dexter through your support case!
Have a great start to your week!
Hello Steven,
I ran the script and install the latest version. It is still crashing just from random things. Like clicking to open the player settings, jump to another slide when authoring, etc., just to name a few. I have done this procedure twice and reboot everything after I run the script. The only version that is stable is the November 7 updates. Every version in between that the latest crashed every time. Please advise how I can connect with Dexter? Thanks.
Here is my computer information.Device name xxxxxxxxxxxx
Full device name xxxxxxxxxxxxxxxxxxxxx
Processor 11th Gen Intel(R) Core(TM) i7-11850H @ 2.50GHz 2.50 GHz
Installed RAM 32.0 GB (31.7 GB usable)
Device ID 9xxxxxxxxxxxxxxxxxxxxxxxxxxx
Product ID 0xxxxxxxxxxxxxxxxxxxxxxxxxxx
System type 64-bit operating system, x64-based processor
Pen and touch Touch support with 10 touch pointsEdition Windows 10 Enterprise
Version 22H2
Installed on 6/29/2022
OS build 19045.3930
Experience Windows Feature Experience Pack 1000.19053.1000.0Display: NVIDIA RTX A2000 Laptop GPU
Driver version Date: 31.0.15.3209Hello Ted,
I appreciate you for the troubleshooting you've already done and for sharing your computer information! There should be no issues with the specs; it seems sufficient. I'm sorry to hear the issue persists; we'll try our best to help sort this out.
I pasted Dexter's email below just to make sure these are the steps you've applied. It sounds like you were not able to receive that email. Can you please check your Spam/Junk folder for the email? I will add a note to the support case so that Dexter is aware of the situation; please expect him to send another email as soon as possible.
You may need to contact your IT team to ensure that the domain @articulate.com is allowed. Do let me know if you still need help receiving the emails. I'm more than happy to assist further as needed!
From: Dexter Sadang, Articulate Support [support@articulate.com]
Sent: 1/22/2024, 5:08 PM
Hi Ted,
Thanks for contacting Articulate Support!
I'm so sorry you're facing issues with Storyline 360 after updating to the latest version.
Can you 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.
Looking forward to your update.
Dexter Sadang
Customer Support Engineer
Articulate Support - https://articulate.com/support/
Eric,
I had our IT department follow your suggestion to the "T". Unfortunately, I crashed as soon as I open SL. My course is now seems to be damage from the crashes. I tried installing the 64 bit beta and it would crash also. I will have to revert to Nov 7 version to continue.Thanks for your patience in applying the suggested steps with your IT team, Ted! My apologies if the issue persists. Dexter is out of the office today, and our colleague, Ronaziel, took over your support case. Kindly check your inbox or your Spam folder for her response. Just in case you’re still having issues receiving emails from us, I’m pasting Ronaziel’s email below.
Hi Ted,
Good day! I’m Ronaziel, and I’ll continue to assist you with this case.
Eric informed me that you still encounter the issue even after performing the troubleshooting steps suggested by Dexter.
To help us investigate further, could you share your Windows version and the Articulate 360 logs from your computer? Here’s how to export the logs to a zip file on your desktop:
https://articulate.com/support/article/Articulate-360-How-to-Run-Diagnostics#export-logs
Then you can upload the zip file to me privately here.
We found a bug in Chromium (an in-market user agent widget that Storyline 360 uses to render content during preview) that can cause Storyline 360 to close unexpectedly on some machines. The issue happens after the preview progress bar closes and Storyline 360 tries to display the content during a preview.
This might be what is causing the issue you’re experiencing. Sharing the above details with us will greatly help in our investigation.
Until Chromium addresses the issue, you can avoid it by creating a new local profile on your computer. Here’s how:
https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-20de74e0-ac7f-3502-a866-32915af2a34d
I hope this helps, and looking forward to hearing from you.
Ronaziel Lopez
Senior Customer Support Engineer
Articulate Support - https://articulate.com/support/
