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SarahChapman-7d's avatar
SarahChapman-7d
Community Member
4 years ago

Storyline 360 unstable

I'm having some significant issues with Storyline 360, it is crashing frequently and/or freezing. I'm on the latest version and running windows 10 v 1909 build 18363.1443. 

  • 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.

  • leahcarrubba's avatar
    leahcarrubba
    Community Member

    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. :(

     

  • 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.