Storyline Crashes Every Time I Open the Video Editor

Hi Ashley,

Thanks for the reply.

I should have said that the re-install was actually a re-use of the licence on a brand new machine I'd just been given. So, I downloaded Storyline 2 direct from the website for the first time.

It now happens in two existing files on the desktop, and also when I copy a single screencast into a new file, save it to the desktop, and then try and edit.

I shall raise a case with the Support team, as it's really frustrating and almost making Storyline redundant for my needs.

Thanks.

 

Hi Simon,

Thanks for starting a support case - I'll follow along as our team assists. 

Please let me know if you need anything else. 

Hi Simon,

I see you're working with Eloisa and she provided you some directions on how to gather system logs and working with your IT team to look at disabling anti-virus for the installation to complete. We have some steps documented for that here and I didn't notice that Eloisa sent those so I wanted to share here. 

I have been having the same issue for months. I've tried all the repairs, uninstall and reinstall the latest Storyline, etc. It is so frustrating. I can record a screen and play it back on the slide just fine, but the moment I select VIDEO EDIT, Storyline completely freezes. I can't even end task to close it. I could go on and open other programs and work, but Storyline will continue to stay completely frozen unless I log off of my windows account. I am operating from the C drive. I am an ADMIN on my pc.

I hope you can find a fix for this. It is seriously impacting my work!

Thank you.

Hi All,

Was this issue ever fixed? I'm experiencing exactly the same!

Lucy

Hi Lucy,

Thanks for reaching out and letting us know that you're running into an issue with crashing as well.

I glanced back over the conversation here, and it seems that uninstalling/reinstalling worked for some and Simon worked with our support team to prevent his antivirus software from causing an issue.

Have you conducted any troubleshooting on your software yet? What version of Storyline are you currently using?

In our government organization I was able to locate and resolve this issue as follows:

Using Procmon, I could see that upon launching video edit, the file "encoder.exe"  would error "FILE LOCKED WITH ONLY READERS".

C:\Program Files (x86)\Articulate\Storyline 3\encoder.exe

This made sense (for us) since running the program as an admin also resolved the issue. Our users were unable to run the encoder.exe as a Windows user account. Since giving admin permissions to our Storyline users wasn't an option, white listing the encoder.exe file resolved the issue for all users.

I'm no programmer, but I believe Articulate can tweak their code to eliminate this issue.

I hope this is helpful to someone.

Linda

 

Thanks, Linda for sharing those details and I'm happy you're back up and running. 

I haven't seen widespread reports, outside of this discussion, with the video editor crashing Storyline based on the computer permissions - but I can share the details with the team in case it helps with our investigations. 

Since the new update the video editor is crashing SL so is unusable. but then the new update has caused so many issues - even what should be simple - copy and pasting text now crashes SL if there are 2 different text styles in one piece of text. 

Please please test your updates before releasing! We are customers not beta testers!

Hi Instructional Design,

I'm sorry to hear you're running into these issues with the video editor on the latest update! I'm not aware of any recent trends with that feature. 

• Are you experiencing this in multiple files, or just one?

Our team would be happy to take a look and see if we can replicate the issue. Feel free to share your file using the link below.

• Share your file with us.