Articulate not working - HELP

Help....

I am running Articulate Studio, latest version on Windows 8 with Office 2010.

Articulate has simply stopped working in Powerpoint...Nothing works...

I have raised a case with support and done everything they have suggested.

I have done a clean install of both office and studio, rebooted and run the suggested pre and post bat files, nothing works.

Here are the error codes I am still getting.

19 Replies
Christine Hendrickson

Hi Ashley,

I took a quick look to see if I could find the support case you mentioned. I did find case #00310665, and I see that Cleo was working with you. However, the last response on the case was from Cleo, asking if you were still experiencing problems with this, today. 

If you can, please try to respond to Cleo and let him know that you're still running into this issue. It looks like you may have not received one of the previous messages that was sent as well. You might want to make sure that the responses are not going into your spam folder or any spam filters.

In the mean time, one thing you might want to check (if you haven't already) is the installation of Office. You mentioned you were using 2010, but do you have the 32-bit or 64-bit installation? If you need help determining which version you're running, let me know. 

Thanks!

Christine

Ashley Hartnell

RE Case number 00310665 - Articulate not working

Environment: All 32bit, Win 8, Office 2010 prof,

I have tried the latest suggestion by Cleo which was to run Power point as an administrator and to disable all addins except:

Articulate Presenter CommunicatorArticulate Presenter Ribbon

This did not fix it. I am still getting the following error codes



Anyone got any ideas?
Peter Anderson

Totally understand, Ashley. Justin is one of our senior engineers, so as soon as he gets a chance, he'll take a good, thorough look at your case and let you know what he believes is the next best step.

At this point, it looks like you've ran through our troubleshooting docs with no luck, so Justin will be prepared to offer some more technical advice, possibly including a remote-in situation. Thanks for being understanding

Peter Anderson

Hey Ashley, 

I just checked out Justin's suggestions for you. I do see that there are things you've already done, but I'd encourage you to re-do them in order to attempt a more aggressive intervention, which Justin has planned. I remain confident that he can help get this resolved through our email support process.

However, we also offer per-incident, for-fee phone support if that's the route you'd like to take. You can view Articulate's full support policy here. 


Articulate Live Conference will allow you to speak 1-on-1 with an Articulate Customer Support Engineer on a per-incident basis and share your screen with us for a fee. You can learn more about this service here.  
Peter Anderson

Thanks again for working through those suggestions, Ashley. We really appreciate you taking the time to do that. I see that you've updated your case with Justin as well. The best thing to do would be to continue working with him directly via your case emails, and he will be able to setup a live chat via your PMP membership. 

Ashley Hartnell

Hi Peter,

I need to keep working while we fix this. So I have installed studio on another computer. We are supposed to be able to install this software on a second computer. The problem is my activation keys are now not working on this second computer. We spent a lot of money on this software and its simply not working!

Can you check on this please.

Can you please give me your email and I will send you my current activation keys maybe they need ressetting.

Regards

Ashley Hartnell