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AnastasiaNikiti's avatar
AnastasiaNikiti
Community Member
5 years ago

Solution for white/blank screen in Storyline 360 preview and frozen first slide in Review

Hi guys,

Since I did not find a thread with the solution, which would help me a couple of days ago, just wanted to share my experience debugging blank preview screen in Storyline 360 and unfreezing the first slide in Review.

 

Solution: try changing the font of a reference (variable) in a text box. In my case I was using variables for slides count, the necessary variables were put in a textbox on slide master.

 

Here is the more detailed description of what happened to my course:

I`ve been using the same .story template for the fifth project in a row. Everything used to be going like clockwork until I updated Storyline 360 to the latest version (v.3.40.22208.0). I am not 100% sure the update is the reason the project has stopped working correctly, but the timing coincides.

Not only the template had been checked many times previously, but also the course, that started glitching, had been successfully uploaded to Review and been previewed in Storyline 360. Then at some point when I tried previewing slide/scene/whole project, I got nothing but a white screen.

When I uploaded the course to Review, whenever I clicked the Next button on the very first slide, the slide got darker and three loading dots appeared in the middle of the screen, and then nothing ever changed.

When I tried uploading to Review my old 100% working projects, that were built on the same template, I got the same problems.

The font I was using, was not a built-in one. But then again it`s never been an issue before.

 

Hope my solution will help some of you!

storyline 360
  • FrancisManlapaz's avatar
    FrancisManlapaz
    Community Member
    4 years ago

    Thanks for this old post. You save me. What I do is re-install the font that I've downloaded, and boom, it works again.

  • NathanWieler-cd's avatar
    NathanWieler-cd
    Community Member
    4 years ago

    I find it absolutely mind boggling that a third party font could cause such issues! How is this a thing?! How does a font cause an entire file to suddenly become completely unresponsive?! 

    So now, not only can we not use other services like Adobe Fonts to access other typefaces, we're limited even further to only those Articulate deems appropriate, or risk entire publishes being broken? Absolutely insane.

  • StephenDyson-f4's avatar
    StephenDyson-f4
    Community Member
    3 years ago

    We, too, are experiencing the mysterious blank white screen on Review 360 only. We haven't encountered it when previewing in Storyline, nor on the LMS, only on Review 360. No weird fonts, memory problems, nor text populated with %variables%. We're on the current version of all 360 apps. Is there a case or bug number we can follow to get updates? This is an issue for our client reviews, and I'd like to know when this can be fixed. 

  • LouiseLindop's avatar
    LouiseLindop
    Community Member
    5 years ago

    Hi Anastasia. Nice work debugging this one! We've experienced this problem too. We use a font that isn't one of the SL built-in fonts and, as you say, where a text box includes a variable reference (eg %questioncount%), the project simply hangs, displaying the three dots on the new player, or the circle on the old player. It was definitely introduced in Build May 19, 2020 (Build 3.40.22208.0). I went back to the previous version and it was all good. Another reason for us to stick with the standard fonts! Thanks for posting. Louise

    • AnastasiaNikiti's avatar
      AnastasiaNikiti
      Community Member
      5 years ago

      Louise, thank you for your feedback! Debugging this one was quite a challenge, never seen a font cause such problems before :)

  • DavidHardin-37a's avatar
    DavidHardin-37a
    Community Member
    5 years ago

    We are having the same issue with a few of our courses. This helps!
    BTW - Everything works fine in 3.39, but 3.40 and 3.41 are having issues.

  • KatieRiggio's avatar
    KatieRiggio
    Staff
    5 years ago

    Hi Dave,

    Thanks for also opening a support case! I see that Jopney is working closely with you to find the root of the loading issue. I'll share this discussion with her and follow the troubleshooting as it moves forward!

  • Susanne's avatar
    Susanne
    Community Member
    4 years ago

    Thanks! This really helps. In my case, the fontsize was the problem. I had a reference in the slide title and that worked fine (same font) so I never thought of the font being the issue.

  • MatthewMason-e2's avatar
    MatthewMason-e2
    Community Member
    4 years ago

    Hi. Also experiencing the white screen issue. However, no variables are being displayed on the page so debugging as per above is not working. Any other suggestions? Again, only happening with a collection of files built off the same template. Other SL files are operating fine.

  • LeslieMcKerchie's avatar
    LeslieMcKerchie
    Staff
    4 years ago

    Hi Matthew, 

    I just responded to a similar post of yours here. I'm linking for anyone following along and I'd like to continue our conversation there.

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