Storyline 360 crashes on preview and publish

Hi, just curious if this was resolved with issue Dalene encountered. All Storyline users have similar issue at our company with Storyline crashing on Preview. Usually previewing once or twice will work, but consistently will crash on 2nd or 3rd attempt. Have tried importing slides into new project, re-installing Storyline, etc. Happens to multiple users with different projects. Appears to be an internal issue, as this doesn't seem to be an issue with other Storyline users outside of our company. Is it possible a firewall, virus software, etc.. could impact ability to Preview/Publish Storyline projects? Not sure where to go from here.

Thanks

I have noticed that in our case, for example, it is due to the Noto Sans font that project crashes particularly often. We have therefore changed the font to Roboto or Open Sans, where we have fewer problems. Other users have also reported similar problems...

https://community.articulate.com/discussions/articulate-storyline/storyline-publish-keeps-crashing-when-using-google-noto-cjk-fonts

Maybe this will help this in some cases.

Hi Dalene,

Thanks for reaching out and sharing what you are experiencing with your project file and the troubleshooting already completed.

I'm curious if the issue happens in a brand new course prior to importing any of these slides?

• If the problem is happening in a brand new file, you should conduct a repair of your software.

If you've narrowed it down to this single file, it sounds like you're already headed in the right direction to narrow down the issue. You mention that the behavior is too erratic when previewing individual slides.

1. Does this mean that you have multiple slides crashing?
2. Do the slides use the same layout?

Hi Leslie - thank you very much for your reply.

I tried the quick and easy route and repaired storyline - but that didn't work.

To answer your questions:

1. Yes - all the slides crash. And like I said before - the behaviour is erratic and can't be predicted (not by me anyway).  Sometimes the slides can preview and sometimes it doesn't. When I publish the entire project for review - it would crash a few times and finally go through.

2. The slides have the same layout now. As part of my troubleshooting, I harmonised the slides to all be based on a "blank" master slide. Only things set are font and colour scheme. However - the slides were crashing before I harmonised them all to the same layout, colour scheme and font.

I really hope you can help.

Hi Dalene!

Thanks for providing all of these helpful clues and sending in a file for testing!

Looks like Ronaziel has the same experience, where she's combing through the course to find the culprit. You're in great company!

Hi Stephen,

I was able to look at Dalene's case, but it seems like she did not continue working with our team, so I do not have the resolution to share.

Your thinking is on the right track. I'd recommend working with our team directly here.

That would be because no solution was found. To this day I am still struggling with a crashing Storyline. 

One of the staff members were able to replicate my problem but since her supervisor had no problems with my storyline files nothing further was done - also from my side. 

The only thing that helps is to continuously empty the temporary Storyline folder - found here: C:\Users\username\AppData\Local\Temp\Articulate\Storyline

Why Storyline can't do this automatically when previewing is beyond me. 

The other thing that helps is to preview the entire scene instead of just the slide. 

Hope that helps a bit.

I am currently working with Articulate support. They have recommended getting certain domains added to the allow list, and to also open a Port, so will see if our IT dept can complete this to see if resolves anything.

Dalene, thanks for the info. Interesting about emptying the Storyline temp folder. I do make it a habit to empty this occasionally as it can quickly fill up to a few GB in a short period of time. I thought an update a couple years ago was supposed to address this temp folder issue, but doesn't seem to have done anything.

This crashing does seem to occur with bigger projects. I will try deleting all temp files prior to previewing and see if the crashing continues or not.

Thanks! 

I am also having issues with crashing -  and often. attached are examples of  the error when it crashes. It happened to me twice within 30 minutes. Typically I reboot and it will work for a day or so without the problem -  today the reboot didn't help - very frustrated and unable to turn my project around  because of constatnt crashes or issues with editing audio, etc. 

Hi Kim,

I just responded to a question regarding your audio here.

• I'm curious if the crashing issue happens 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.
• Do you know what version of Storyline you're using? We are currently on Build 3.59.26702.0 of Storyline 360. You can read all of the details here. 
  • You can check by going to Help > About Articulate Storyline
  • If you are already on the latest version, you may want to repair your software.

If you'd prefer to work directly with one of our support engineers, you can do so here.