Forum Discussion

SarahTaylor-fcc's avatar
SarahTaylor-fcc
Community Member
4 years ago

Malware warning on Storyline files?

Hi community,

Malwarebytes returns a clean scan on my computer but when I go to open any Storyline file, it's being quarantined with the warning 'Malware.Heuristic.1001'. The location indicates Program Files (x86)/Articulate\360\Storyline\Articulate.IntelPrimitives.dll.

Has anyone encountered this issue and if so, are you able to provide any guidance? It's only happening with .story files.

Thank you!

storyline 360
  • LeslieMcKerchie's avatar
    LeslieMcKerchie
    Staff
    4 years ago

    Hi Sarah, and welcome to E-Learning Heroes. 😊

    Thanks for reaching out and sharing what you are experiencing with your files. I've opened a support case on your behalf so that one of our support engineers can take a look and work with you directly. 

    You should be hearing from someone soon.

    • SarahTaylor-fcc's avatar
      SarahTaylor-fcc
      Community Member
      4 years ago

      Hi again,

      I didn't get an email or a call yesterday. Is it possible to address this ticket today? I can't even build a new project with the current issue. Even starting from scratch won't work and I need to deliver a significant project by Friday for staff onboarding on Monday.

  • LeslieMcKerchie's avatar
    LeslieMcKerchie
    Staff
    4 years ago

    Hi Sarah,

    Thanks for the heads up. I was able to take a look and see that one of our support engineers is taking a look. I've let them know you're reaching out here for a reply.

  • SarahTaylor-fcc's avatar
    SarahTaylor-fcc
    Community Member
    4 years ago

    Possibly also relevant - there is no listing at all for this file in the Articulate folder. Articulate.IntelPrimitives.dll does not appear anywhere.

  • StevenOrpurt's avatar
    StevenOrpurt
    Community Member
    4 years ago

    Is there a solution yet? 

    I have the same problem. Malwarebytes allows me to restore the program file; (x86)/Articulate\360\Storyline\Articulate.IntelPrimitives.dll   but it does not show on Malwarebytes allow list and restoring it doesn't allow me to use Articulate 360. I suppose I could turn Malwarebytes off but am disinclined to take that approach. Thanks! steve

  • MCostaStienstra's avatar
    MCostaStienstra
    Staff
    4 years ago

    Hi, Steve!

    Thank you for reaching out!

    You should hear from our team soon via e-mail, as I also opened a support case with our engineers on your behalf.

    • StevenOrpurt's avatar
      StevenOrpurt
      Community Member
      4 years ago

      Thank you Maria! Much appreciated.

      I do see that your support team already sent an email with a solution (basically an uninstall/reinstall with a few bells/whistles). I'll give that a go later today when I have some downtime.  Thanks!

  • MCostaStienstra's avatar
    MCostaStienstra
    Staff
    4 years ago

    Hi, Steve!

    Thank you for taking the time to update the discussion, letting us know the problem is resolved. I'm very happy to hear it!

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