Media Library not opening

Hi Hannah,

I'm sorry to hear this error is coming up for you! A few items to help troubleshoot:

• Save a copy of your file to your C: drive or desktop and try again. This article on working locally shares more details!
• Open a blank project file, and go to File->Import->Storyline to import your slides. Try to open the Media Library.

A quick repair of the software may help as well! Give it a try and let me know how it goes.

Hi Ren,

Thank you for responding so quickly! I have already tried your first suggestion to no avail. Even having another designer on my team create a new file and share it! I will try your second suggestion and see how that goes. I'm unsure if I can do the repair as my machine is company managed and I don't have admin access. I will attempt and see how it goes.

Thank you for your suggestions! They are much appreciated!

Hello,

I am running into the same issue. I just downloaded the trial version last week to review Storyline 360 and the Media Library opened fine, but today it will not display. I was able to get it to open in the trial file I created last week, but once I added an image to the project (.png), it's not responding.  Is there a chance it's opening behind something? 

Thank you.

Hi Angela and welcome to E-Learning Heroes. 😊

Thank you for reaching out and sharing that you're running into a similar issue. 

I am unable to recreate the issue and I've not seen it appear 'behind' the main window previously. Are you able to move the Storyline window to see if it's hiding anywhere? If you minimize Storyline, it will minimize that window too.

If you're able to capture a Peek 360 recording of what you're seeing that could be helpful as well.

Nice investigations skills, Angela! Thank you for the update. 

We do not have any specific requirements for extended displays outlined in our system requirements for Storyline 360.

To brainstorm along with you, I can think of a few things to take a look at:

• Was there another open program, which would not have been active, that the window could display behind?
• Do you experience the same behavior if the primary display is changed?
• Is the DPI set equally on each display?

Leslie - that is the exact issue... I've been having the same problem - unable to open media library in any of my storyline courses (always get - "sorry there's been an error and storyline may close" error window).  After seeing Angela's post about extended displays I undocked my laptop (extended to 2 other monitors) and then the media library opened just as it should. argh... Can you pass along to your systems people to look into the coding related to opening the new window and allowing it to be on extended displays?  thank you angela... would love to see this fixed.  I don't believe this has always been the case... maybe with a recent update??

Thanks for the additional information, Lynn. I'd be happy to share this with the team, but I want to be sure we test this properly.

Can you take a look and let me know what your window scaling for each display is currently set at when you're experiencing this issue?

I also wanted to welcome you to E-Learning Heroes! 🎉

I appreciate the additional information, Lynn. I'm glad to hear that it's working for you now. Please let us know if you run into the issue again and if there may be any common denominator.

It looks like your email signature came through when you replied via email. You can remove that if needed by clicking ‘Edit’ beneath your response. Here’s a quick Peek video if you need help.

I am having the same issue.

I have the latest install of Storyline 360. 

Scaling is set to 125% (the Windows recommendation)

Extending Desktops between by 2 monitors (laptop and external)

Duplicate Mode ALSO causes the Media Library to fail to open.

This does NOT happen with all my files however. Only the ones I need :P

Thanks Lauren, Yes I tried importing the slides into a new, blank project but it did not work. The blank project worked fine before the import but afterwards I got the same behavior. I have tried accessing the library after disconnecting my external monitor as well. Still no good. The slides I am importing were created by another developer on another system as a "template" so perhaps there is some conflict there?