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GraciellaDamina's avatar
GraciellaDamina
Community Member
10 months ago

Storyline crashes when accessing Player

I've been having trouble with Storyline. It began with the inability to preview, although I was able to publish. However, I need to change one of the labels in that project and now Storyline quits (crashes) whenever I try to open Player.

These are the steps I've taken in my attempts to fix this problem:

  • Moved the storyline file from cloud storage to my hard drive,
  • Installed Storyline update
  • Restarted my laptop
  • Copied the content of that storyline file into a new file

Storyline crashed after each of the listed steps. Finally, I attempted to repair storyline by:

  • Rebooting laptop
  • Uninstalling Storyline
  • Rebooting again
  • Reinstalling Storyline

Storyline still crashes when I attempt to access Player. I have attached two copies of the file. The original one that was copied from Sharepoint has "Local" appended to the name. The other file is the "Rebuilt" file created when I copied the contents to a new file.

What else can I try?

Grace Daminato

storyline 360
  • StevenBenassi's avatar
    StevenBenassi
    Staff
    10 months ago

    Hi Graciella!

    I'm sorry to hear that Storyline crashes when accessing the Player options!

    Thank you for sharing the troubleshooting steps you've implemented so far. Testing both of your files on my end (in 32-bit & 64-bit Storyline 360 ver. 3.83.31444.0 via Windows Parallels on a Mac M1) I was unable to reproduce the same behavior. Accessing the Player options, and previewing the courses, did not cause Storyline to crash.

    I've opened a support case on your behalf so our support engineers can take a closer look into this issue. You're in great hands working with them and they should be reaching out to you shortly.

    We can continue troubleshooting through your case to keep all information in one spot.

    • GraciellaDamina's avatar
      GraciellaDamina
      Community Member
      10 months ago

      Thank you for taking the time to test out the files I sent you.

      Since you're not able to reproduce the problem, you've eliminated Storyline as the cause of the problem and I can look elsewhere for the solution. It's possible that there's something in my system that's causing the problem.

  • ErinHugus-3967d's avatar
    ErinHugus-3967d
    Community Member
    10 months ago

    I am experiencing a similar issue. I, too, have performed the same troubleshooting strategies as Graciella. I am working with the support case team on a resolution.

  • LucianaPiazza's avatar
    LucianaPiazza
    Staff
    10 months ago

    Hi Erin, 👋

    Thanks so much for reaching out! I see that you're currently working with our colleague Wilbert. You're in great hands! 

    We'll continue the conversation over in your support case. 

    Hope that you are having a great start to 2024! 🎉

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