Hi, I am having problems installing or updating Storyline. The progress bar gets about 75% through then I get the error message that it can't find ThumbnailHandlerx64.msi - "The feature you are trying to use is on a network resource that is unavailable".
I'm installing as an Administrator on Win 8.1 in Parallels on a Mac.
Error messages attached.
Also - I can't uninstall the program using the Add/Remove Programs.
Can I manually remove Storyline and reinstall from scratch - what files do I need to remove?
Also ... if I manually locate the file ThumbnailHandlerx64.msi in the Program Data / Package Cache folder it says it's not a valid installation package.
Are you also following the steps here in terms of working within Parallels and not using the shared profile? If you're still having difficulty please reach out to our Support Engineers and they'll be able to work directly with you to find the files and get you set up!
Not sure if Andrew is still subscribed, but you are welcome to reach out to the user directly via the 'Contact Me' option on his user profile if needed.
I know that Christie is assisting you here as well.
I couldn't ever get it to uninstall properly or do the update. I ended up starting from scratch - reinstalling Windows 10 (under Parallels on a mac) then doing a fresh install of the latest Storyline.
Thanks for the update, Andrew. I think I'll skip this update for now. My IT department would have to get involved for a reinstall and this would take low priority with everything else they have on their plates. Hope everything is working well for you now. Thanks again!
Yes, that's correct. Last week when I opened up Storyline, I got the update notification. When I downloaded the update and tried to install, that's when all the issues started. Since the update couldn't complete successfully, it didn't seem to adversely affect the program. I haven't done anything since and SL seems to be working fine, thank goodness.
Ok, just wanted to be sure. Thanks for the update Kendra and certainly let us know if you get on an IT schedule for assistance and we can get you back to good :)
9 Replies
Also ... if I manually locate the file ThumbnailHandlerx64.msi in the Program Data / Package Cache folder it says it's not a valid installation package.
Hi Andrew,
Are you also following the steps here in terms of working within Parallels and not using the shared profile? If you're still having difficulty please reach out to our Support Engineers and they'll be able to work directly with you to find the files and get you set up!
Had the same issues when I attempted to install Update 10, but it was asking for the "storyline20.msi" file and not the ThumbnailHandlerx64.msi file.
Did you find a way to uninstall Storyline and reinstall it successfully with the update? Thanks!
Hi Kendra!
Not sure if Andrew is still subscribed, but you are welcome to reach out to the user directly via the 'Contact Me' option on his user profile if needed.
I know that Christie is assisting you here as well.
Hi Kendra,
I couldn't ever get it to uninstall properly or do the update. I ended up starting from scratch - reinstalling Windows 10 (under Parallels on a mac) then doing a fresh install of the latest Storyline.
Thanks for the update, Andrew. I think I'll skip this update for now. My IT department would have to get involved for a reinstall and this would take low priority with everything else they have on their plates. Hope everything is working well for you now. Thanks again!
Thanks for sharing your solution Andrew.
Kendra - your software is working then, you just were not able to perform the update?
Yes, that's correct. Last week when I opened up Storyline, I got the update notification. When I downloaded the update and tried to install, that's when all the issues started. Since the update couldn't complete successfully, it didn't seem to adversely affect the program. I haven't done anything since and SL seems to be working fine, thank goodness.
Ok, just wanted to be sure. Thanks for the update Kendra and certainly let us know if you get on an IT schedule for assistance and we can get you back to good :)
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