Unable to Add Captions to Storyline 360 Project

Hi CaRin, 

Thanks so much for the update. Sorry to hear you're unable to receive the emails. I've spoken with John Carlo and, with his permission, would like to share his reply with you so that we can continue to assist you. Here is his email: 

I'm sorry to hear about the issues you're experiencing with the Closed Captions editor for audio files. I'll do my best to help.

I reviewed your file, and it seems that the issue is not specific to it, as I can access the Closed Captions editor as shown here: https://app.screencast.com/BujQsqcQ7GZ8U

First, be sure you're working on your local hard drive (typically your C: drive) when creating, editing, and publishing Storyline courses. Working on a network drive or a USB drive can cause erratic behavior, such as file corruption or an inability to save changes. See the following article for more information and tips.

https://www.articulate.com/support/article/create-edit-and-publish-articulate-storyline-courses-on-your-local-hard-drive

If you're already doing this, check if you have any other programs running in the background. Try disabling them one at a time, including security apps, to isolate the issue further. (This is just for testing.) If it works after disabling an app, we can troubleshoot by focusing on that app.

If the issue persists, I'd like to look at the Articulate 360 logs from your computer to find out what's happening. I'll delete them when I'm done troubleshooting. This article explains how to export the logs to a zip file on your desktop: https://articulate.com/support/article/Articulate-360-How-to-Run-Diagnostics#export-logs

Then you can upload the zip file to me privately here: https://www.articulate.com/support/upload/case?ref:_00D30Txo._5004y2TwVhY:ref

This article describes what's included with your log files and what we do with the data: https://articulate.com/support/article/Articulate-360-Logs-and-Your-Privacy

I'll review your log files and get back to you as quickly as possible.

Any questions, just let us know in this thread! Looking forward to hearing from you! ✨