AP6.exe - have you had this problem with engage?

Hi,

I have been getting a pop-up message saying "AP6.exe has encountered a problem and needs to close.  We  are sorry for the inconvenience." 

This message has been appearing every time I click on the edit button or create new button in engage.  I've tried re-installing Microsoft Office and Articulate Studio'09.  Has anyone out there had the same problem?  How did you resolve it?  I really need Articulate to work properly, so that I can finish an important project, which I am working on.

-Helena

9 Replies
Christine Hendrickson

Hi Helena,

Does this happen when you try to launch Engage on its own, or from within Presenter/PowerPoint? 

First, make sure you're running the 32-bit installation of Office. Articulate software will not work properly with the 64-bit installation. If you need help determining which version you're running, just let me know.

If you've confirmed you're using the 32-bit installation of Office, I would recommend trying the steps outlined in this article

Let me know if you follow the steps in the article and still see this error.

Thanks!

Christine

Helena Froyton

Hi Christine,

Thank you for your reply.  It happens in both instances, when I  launch Engage on its own and from within Presenter/PowerPoint.

I clicked on file and on about  to check if I have the 32-bit installation of Office and I do.  Except, that it says "Trial product, the trial period of this product has expired and you can purchase the full version of this product or remove it from this computer."  I should not be using a trial version.  I have the entire Office 2010.  I don't know why it says that.  Could that  be the reason for this problem?

I tried all the steps in the article you sent me and I am still having the same problems.

Thank you,

Helena

Christine Hendrickson

Hi Helena,

Thanks very much for getting back to me. Are you working with an IT department or do you have the serial information for the purchase of Office? It may or may not be the cause, but that's certainly something you'd want to resolve if you have purchased the full version.

In the meantime, you may want to try the troubleshooting steps in this knowledge base article. I know it looks long, but that's because it lists different operating systems. Just follow the steps that are listed for yours and let me know if you still run into the error.

Thanks again, Helena! Let me know how it turns out.

Christine

Christine Hendrickson

Good morning Helena,

Sorry for the delay.

If you're talking about the version of Office, you'll want to make sure you use the 32-bit installation of Office. The 64-bit installation will not work properly with Studio. 

However, if you're referring to the .NET framework, this depends on your operating system. What version of Windows are you running? I can try to help you find out if you're running the 32-bit or 64-bit operating system, if you'd like

Thanks Helena!

Christine

Christine Hendrickson

Hi Helena,

I wouldn't think you would need to backup, but it never hurts to do so!

If something goes wrong, it may save you a lot of time, down the road. 

To find out if you're using the 32-bit or 64-bit installation of Windows XP, try the following steps:

  • Click Start, right-click My Computer, and then click Properties.

    • If "x64 Edition" is listed under System, you’re running the 64-bit version of Windows XP.

    • If you don’t see "x64 Edition" listed under System, you’re running the 32-bit version of Windows XP.

    The edition of Windows XP you're running is displayed under System near the top of the window.

Helena Froyton

Hi Christine,

We have a problem.  I followed the steps on the knowledge base article, but when it came to re-installing Articulate Studio '09 Engage, I was unable to do so.  A pop-up window comes up letting me know that it has encountered a problem and needs to close.  Could you please let me know what to do next?  I have been going back and forth with these e-mails and nothing seems to fix the problem.  I need to get going with my courses and cannot keep spending all this time trying to figure out what is going on.  Can you please tell me what to do next?

Thanks,

Helena