Forum Discussion
Storyline randomly crashes on preview
I have 11th Gen Intel(R) Core(TM) i7-1185G7 @ 3.00GHz 3.00 GHz and 16 GB of RAM on Windows 11. I'm on my C drive, not the network.
On multiple files, when I preview in the timeline or Preview> Slide, I crash. I can even tell that if it pauses too long in the timeline or stops at 50% when previewing, it will crash. There is no error; it just shuts down.
I've installed and uninstalled Storyline. I've tried the main one and the x64.
I've reimported the files into a new Storyline project. I've deleted scenes and slides.
It's random, so sharing the file won't help. Usually, when it crashes, I can open it up, and then the preview works just fine.
I have a dual monitor, which I know causes some problems with the color picker, and I've tried keeping the main screen on just the laptop or on just the monitor.
I've googled, and other than suggesting that I delete and reinstall Storyline, which I've done twice, I haven't found any other suggestions.
I've had this problem on three different laptops. The first two, I assumed, weren't strong enough, even though they met the specs. Now I'm using the same laptop as a peer, and she doesn't have any issues with her Storyline.
Hi Cecilia,
Sorry to hear that you ran into this behavior.
Since you're already working locally when making edits to your project file, try doing a repair of your Storyline 360 installation by following the steps here to see if this fixes the issue.
If the issue persists, please follow these steps to remove all Articulate 360 files and registry keys from your computer, so we can start completely fresh:
1) Close the Articulate 360 desktop app by right-clicking the Articulate icon in your computer's system tray (by the clock) and choosing "Quit."
2) Go to your Control Panel and uninstall all Articulate 360 apps, including the Articulate 360 desktop app, Peek 360, Replay 360, Storyline 360, and Studio 360.
3) Download and extract this zip file on your computer: https://articulate-360-kb.s3.amazonaws.com/360cleanup.zip
4) Right-click the 360cleanup.bat file and choose "Run as administrator." The script should only take a few seconds to remove all the Articulate files and registry keys from your computer.
5) Reboot your computer.
6) Download the latest Articulate 360 desktop app here: https://360.articulate.com/downloads
7) Right-click the articulate-360.exe file and choose "Run as administrator."
8) Launch the Articulate 360 desktop app and click "Install" beside each authoring app you want to install.
9) Reboot your computer and test your Articulate apps.
Please let me know if the issue has been fixed. I want to make sure we get you up and running as quickly as possible.I did all of that, multiple times.
I did solve it though! It turns out it was the font. Apparently, even though an update fixed the Segoe font, the issue remains (at least for me).
When I changed to a different font, the problem went away. Switching back to Segoe caused an immediate crash on preview.
Hello Cecilia!
I'm sorry to hear you've hit this snag with Segoe font! You're correct; a related bug has already been addressed in a Storyline update. Can I have you open a support case with our Support Team so we can find out if there has been a recurrence or if this is a new issue altogether? Please supply the following information with the case:
- The Windows version you have.
- The type of Segoe font used. We found that the old issue happened with Segoe UI, Segoe UI Semibold, Segoe UI Light, and Segoe UI Semilight.
- If you're willing to share your Storyline project file, you can also upload it in the case.
We'll reach out soon after we hear from you!
