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

HelenHill-e353d
Community Member
4 years ago
Argh, I am having this problem too now! As others have said, using a file that has been used for 30+ previous modules, and now there is a problem. I am not allowed to change the font, as it is their branding. But it is Open Sans so shouldn't be a problem. Any other solutions to this yet?
LaurenConnelly
Staff
4 years ago
Hi Helen!

I'm sorry that you're running into this issue too! We're happy to help. Would you mind sharing the .story file with us to determine what is getting in the way? You can share it with us privately in a support case.
DanaC
Community Member
3 years ago
I'm experiencing the same issue too! Hung up on a white screen after launching.

Could someone have a look at my module as well? I'm using BN Slabby Bold and Chivo typeface.
Flexwork_Teams_SCTest.zip10.1 MB
- LaurenConnelly
  Staff
  3 years ago
  Hi Dana!
  
  Thanks for sharing your published project! I am also noticing the same with the blank screen appearing before the slide content. It would be helpful to take a look at the .story file instead. Do you mind uploading the .story file privately in a support case?
DanaC
Community Member
3 years ago
Just uploaded, thanks for your help Lauren!
MCostaStienstra
Staff
3 years ago
Hi, Stephen.

Thank you for reaching out and describing what you're experiencing!

I went ahead and opened a support case on your behalf with our engineers, so you should hear from our team soon via e-mail!
- MuhammadBarlas
  Community Member
  3 years ago
  can you please let all of us know the outcome of case. if there is patch or update required to fix this issue? two of my projects all of sudden showing blank screens. when previewed or published. I am using custom FONT as well. I think FONT along with Auto Save functionality is causing this.
LeslieMcKerchie
Staff
3 years ago
Hello Muhammad, and welcome to E-Learning Heroes. 😊

I was able to take a look at the case Stephen worked on with our team, but we did not hear back from him to confirm any resolution.

Since you mention an issue within your software during preview and when publishing, it sounds different. Does the problem happen in any course you are working on or just this particular one?

If you cannot re-create the issue in a new course, I recommend importing the file into a new one and proceeding.

If it's happening in any/all files, you should conduct a repair of your software.

If you prefer, please share your project file privately with our support engineers to investigate what's happening with your permission. It will be deleted when troubleshooting is complete.
- KariWord
  Community Member
  3 years ago
  Hello Leslie,
  
  I unfortunately decided to update my Storyline 360 software today and immediately afterwards, I have the same problem as what has been expressed in this thread. I have tried all of the troubleshooting options here (uninstall/reinstall software), reinstall font, brand new storyline file with import to brand new storyline file and adding a text box and setting the font to an adobe font and it gives a blank screen every time. There is no need to send in a .story file because its very easily reproducible. Simply create a new project, add a text box with sample text, switch the font to Semplicita Pro and then preview the project. It will crash every time.
  
  Is there a way for me to rollback the software as I have to complete this project today and now everything has come to a screeching halt.
MCostaStienstra
Staff
3 years ago
Hi, IDS Word.

I'm sorry to hear you're experiencing crashing when using the Semplicita Pro font!

Since you've already attempted some troubleshooting steps, I went ahead and opened a support case on your behalf. You should hear from our team soon via e-mail.
TaylorJames-974
Community Member
9 months ago
Hello,

I am a user experiencing this same problem, as my company uses different fonts within Storyline (if that is the issue here). Are there are any updates/fixes coming for this problem?

Thank you!
- JoseTansengco
  Staff
  9 months ago
  Hi Taylor,
  
  Happy to help!
  
  This thread is pretty dated and the bug discussed here has been fixed for a few updates now. If you're experiencing issues with your course not loading properly, there's a chance that something else might be causing the behavior.
  
  Would you be willing to share a copy of your project file here or in private by opening a support case so we can take a closer look at what's happening? We'll delete it when we're done testing!
  - TaylorJames-974
    Community Member
    9 months ago
    Hello Jose,
    
    Thank you for replying so quickly! I'm having major issues where I've uninstalled/reinstalled Storyline and no matter what I do, no objects will display on any other layer other than the Base Layer. I've started new projects, created new slides, duplicated, deleted the text with fonts that might be the issue....all to no avail. I will submit a ticket on the matter, as it's clearly some cached problem that has stuck with the program even after reinstallation.
    
    Thank you,
    
    Taylor
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CarlyWain
Community Member
5 months ago
This may not apply to al, but over the past year this has happened twice. Come back in the morning to start working on a project, go to preview, BLANK SCREEN. Reinstall does not fix it, copying assets to a new storyline file does not fix it!

BUT

The last two times this has happened I have fixed it by updating windows 11. I have no idea why it happens, but I go to do the optional windows updates and restart and it works. This may not help everyone but I thought I would let you know what has fixed mine.
- LaurenConnelly
  Staff
  5 months ago
  Hello Shane!
  
  Thank you for sharing this solution with us! However, if you find that doesn't do the trick going forward, please connect with us in a support case to troubleshoot this issue with you directly.