Articulate not launching
Jul 19, 2011
Windows 7 machine, running Office 2007 and Studio 09.
Previously everything worked fine up until my departure for vacation on 6/30/2011. Upon my return on 7/17/2011, I am unable to launch or run any Articulate (Engage, Presenter, etc) applications. This is from within PowerPoint or from the desktop shortcut.
I have already attempted all of the potential solutions offered by Articulate Support via email, including a full un-install of Office and Articulate as referenced here: http://www.articulate.com/support/presenter09/kb/?p=2425.
Currently, I've asked our IT group to create a virtual XP machine for me to install Studio 09 on as a stop-gap workaround. This is not ideal, but I need to update some content ASAP and cannot afford to wait.
Questions:
- Has anyone else experienced this issue?
- Was there a recent Windows 7 update (or Office update) that is affecting Articulate Studio 09?
- What other alternatives to running XP virtually can anyone suggest?
Support Case #00232439
Thanks,
PTH
6 Replies
Hi Paul.
I apologize for the difficulty here. I've escalated your case to my senior support team and requested they set up a complimentary web conference with you to help you resolve your issue. You shouldn't have to downgrade your OS to get the software to work so I wouldn't do that if you haven't already done that.
Justin,
The XP is definitely a stop-gap. I need to update some content that is acting buggy with our LMS (completion settings seem to be wonky, not counting some users as complete - I know, a separate issue) and it cannot wait much longer.
I'll keep an eye out for another response from Support (they are contacting me via my work email of thess@afs.org).
Thanks,
PTH
Hi Paul...
I'm having the same problem... You already saw my post and replied...
I'm in Angola and I'll without Internet for about a week now... If you find some kind of solution would you please let me know...
I'm in the middle of an important work and getting desperate... I´m thinking about format my computer with all the hassle that brings...
My contact is:
jose.antonio.luanda@gmail.com
if in the meanwhile i'll find something i'll let you know as well..
Many thank's
Jose
Support is in contact, which is good. I'm still having IT set up a virtual XP machine on our server on the off chance this is unresolved by tomorrow. I'll post an update once a solution is found.
Thanks,
PTH
Hi Paul,
Thanks for giving me the opportunity to meet with you via a Gotomeeting. We were able to resolve the issue by installing Update 8 of the Articulate software.
In case anyone else runs into this issue, here's how we were able to determine the cause:
1. When we double-clicked the Articulate Presenter '09 icon on the Desktop, we received a "unable to find a runtime version to run this application." This indicated a potential issue with the .NET Framework.
2. I then looked in the C:\Windows\Microsoft.NET\Framework folder and noticed that Paul had the .NET Framework 4 installed. This was likely an update that was recently pushed from Windows.
3. After speaking with Paul, we were able to determine that Update 5 of the Articulate software was installed. Since .NET Framework 4 support wasn't added until Update 6, this was the root cause of the issue.
4. Installing Articulate Studio '09 Update 8 resolved the issue
If you run into a similar problem, verify that you're using the latest & greatest version of the Articulate software by using the link below:
http://www.articulate.com/downloads/freetrial-step1.aspx
Thanks Brian - rockstar customer support today. Stay out of the heat.
Best,
PTH
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