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TedNguyen-f8061's avatar
TedNguyen-f8061
Community Member
10 months ago

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 pe...
storyline 360
TedNguyen-f8061's avatar
TedNguyen-f8061
Community Member

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.  

EricSantos's avatar
EricSantos
Staff
10 months ago

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/
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