Storyline 360 unstable

Hi Sarah,

Thanks for reaching out and sharing what you are experiencing with your software. 

I see that you were able to connect with our support team and Renato is currently taking a look so you should be hearing from them soon.

I am experiencing the same issue . I have a video and several small wav files in the project so i am unsure why it keeps freezing. :(

Hi Leah,

Thanks for reaching out! Do you have the file stored locally or on a network drive? Try removing the video or WAV files to see if you're able to continue using the software.

You can also share your .story file with our team to see if any of the elements are causing file corruption!

My version is in a desktop folder. I am having this issue - when I "play the timeline" in the working environment, not preview or after you publish - I have saved as a new name - I have imported this project over several dozen times already into a new project. I have uninstalled the apps, used your clean utility and reinstalled. I now save EACH time I do anything. This is insanity - I already have a case open due to all the other problems and crashes - this is a new one to add to the lot. I have each scenario in its own file for now just to get through development and review. Plus when I change from expanded font, which seems to be part of the other issue - it removes all my animation timing by paragraph and formatting. I am not sure what is happening with your software but the "gremlins" I have experienced over the many years have grown to full blown adult trolls and wreaking havoc for me and my students.

Thanks for the additional information, Cynthia. I've shared this update with Mark in your support case so that you can continue working together.

Was this resolved? I am having similar issues. My system totally freezes when developing and I must perform a hard restart as I cannot even bring up the Task Manager. 

• it does not appear to be tied to any particular task.
• I have tried not running other applications at the same time, but it is still happening.
• It is occurring on my work laptop as well as my personal laptop (both used from home) and with multiple projects. 
• Not sure if it is related, but I recently had an issue with my audio file corrupting. Case #02872434: Incorrect audio 
• Working on files locally.

My personal laptop is more powerful than my work laptop, so the following info is for that device.

• Storyline 360 v 3.54.25674.0 
• Processor: Intel(R) Core(TM) i7-9750H CPU @ 2.60GHz 2.60 GHz
• Installed RAM: 16.0 GB (15.8 GB usable)
• Operating System: Windows 10 Home addition; v 21H1
• Browser: Google Chrome Version 92.0.4515.159 (Official Build) (64-bit)

Any insight would be greatly appreciated!

I can't say it is resolved yet as I broke up each scene into it own file for the review cycle and have not brought them together into a single file yet. BUT support did give me steps to uninstall, preform a cleanup of the registry, then reinstall. Had to do it on both my laptop and computer. I was not having issues with the other courses just this one caused issues I have never seen before and I have used ever version Articulate has released. Starting a new project and importing all scenes did not resolve it and it did not bring my master layouts when I imported - which was also odd. My final fix to this point, after you get support to help you with the uninstall, clean, reinstall...

Remove all slides except one and save as a template - only way I kept my custom layouts

Start a project using "import from story template", save the file 

Then import a single scene, delete out the one slide you had in your template, repeat for all scenes

I did have to rebuilt one scene as I could never get it to be stable

Also - I was using expanded font spacing that had to be reformatted to regular spacing, saved with a new filename, before I imported. First time I used expanded spacing so it is the ONLY thing that is different from any other course I have built.

I am not having any issues with any other course and for now, the pieces of this course are stable. I'll follow-up in this thread once I bring it into a single course, or if I bring it into a single course. 

Best of luck!

Hi, Glenda.

I'm glad Cynthia was able to give you some tips and suggestions received from our support team! If those don't work for you, please reach out through a case so our engineers can help you troubleshoot. 

I am unable to access Cynthia's instructions as they are behind a firewall that requires a password. That being said, my issue seems to be resolved. I started having other issues and changed my DNS Server. For now, I am back in business. I used these instructions from CNET.
https://www.cnet.com/tech/computing/how-to-change-dns-windows-mac-osx/