I have been using Storyline 360 to create and publish content for 2 years now. Last week I made some changes and published them to Review 360 for approvals, but the new content is blank.
Review 360 is saying that the content updated successfully, but when you click on the module, it's just a blank page.
All old content is not affected. The last time I was successful in publishing is March 19, 2024.
My IT department has made no changes to the network in that time.
The first thing I want to check is if something may have happened during publishing that caused the published output of your course to appear blank.
Would you be willing to share a copy of your project file here or in private by opening a support case so we can take a closer look at what happened? We'll delete it when we're done testing!
Sorry for the trouble you experienced receiving Dexter's email yesterday. Kindly check your Spam or Junk folder. I'm pasting his email below. You can reply to us at support@articulate.com, and we will respond to you right away.
From: Articulate Support [articulate.support@articulate.com]
Sent: 4/4/2024, 6:15 PM
Subject: Re: Your Articulate Case # 00825912
Hi Beth,
Thanks for contacting Articulate Support!
Apologies for the delayed response. I understand that your Storyline course published to Review 360 only shows a blank page.
I tried publishing the Storyline project you attached to the case and it appears to be working as expected. Here's where you can confirm:
I'd like to confirm if you're working on your local hard drive and not via USB, network hard drive, or cloud-syncing drives (Dropbox, OneDrive, Google Drive, etc). Working on a network drive, a USB drive, or cloud-syncing drives (Dropbox, OneDrive, Google Drive, etc) can cause erratic behavior due to latency. See the following article for more information and tips.
If you're working on your local, If you're working on your local and yet the issue persists, please follow the steps in this article to hopefully fix Storyline's erratic behavior:
Should the issue still manifest, 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: http://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.
For your privacy, I'll delete the Storyline files you attached once we're done with this case.
Looking forward to your update.
Dexter Sadang
Customer Support Engineer
Articulate Support - https://articulate.com/support/
6 Replies
Hi Beth,
Sorry to hear that you ran into this issue.
The first thing I want to check is if something may have happened during publishing that caused the published output of your course to appear blank.
Would you be willing to share a copy of your project file here or in private by opening a support case so we can take a closer look at what happened? We'll delete it when we're done testing!
I have a support case, 00825912, which I opened right after I posted this.
Hi Beth,
Thanks for submitting the support case! I see that my colleague, Dexter, has picked it up. Please expect an email from him shortly.
It's been over 48 hours and I still haven't heard back. Can I get an update, please?
Now at 72 hours without resolution or contact. Help please!!
Hi Beth,
Sorry for the trouble you experienced receiving Dexter's email yesterday. Kindly check your Spam or Junk folder. I'm pasting his email below. You can reply to us at support@articulate.com, and we will respond to you right away.