Articulate not working - HELP

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

Hi Christine,

Yes that is the right case number and all 32bit here.

I got another email from Cleo asking if I had done all the steps suggetsed and yes I have.

I really need to get this working again.

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?

Hey Ashley, 

Sorry for the trouble you're running into with this. I just checked up on your case and it looks Justin has taken charge of it. The holidays have backed things up just a little, but I'm confident Justin will be able to help get this resolved for you as soon as possible. Thanks!

Hi Peter,

I really need a technician to 'remote-in' to my computer or call me and have a good look rather than me following a prepared 'fault-finding' script by email. This method is very slow and has little feedback. Happy to give you my phone details by email.

Regards

Ashley

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

Hi Peter,

I got an email from Justin, same as before a long list of repeated instructions. Can someone please call me about this?

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. 

Hi Peter,

I have carefully followed all Justin's suggestions and I still have exactly the same problem.

PS: We are a 'platinum member', does that give us any extra support?

Regards

Ashley Hartnell

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. 

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

Hi Ashley, 

It looks like Adrian has requested a good time for you to web conference with him. Sorry again for the trouble you've had, but please let Adrian know when a good time would be, via your case email, and he'll be able to get you back up and running. Thanks!

Hi Peter,

Please tell Adrian I am in the bush until Friday afternoon AEST.

Can work with him anytime on Saturday on wards.

PS: How do I send him an email direct or is that a secret?, all I have is the 'support' email address???

Regards

Ashley

Hi Ashley,

I've contacted you via the case with the times I have available. Looking forward to meeting with you.

Always Happy to Help,

Adrian

Hi Adrian,

Looks like 1pm Monday in Chicago (CST)  is 6am Tuesday here Sydney, we are getting close,

Lets pencil this in.

Do my calcs look OK?

PS: Do I need to install some PC share software first????

Cheers

ASH

Hi Ashley,

I've sent a reply via the case. Re-reading your forum post, just now, I'll schedule it for 1:00 PM Monday - 6:00 AM Tuesday and send you the details via the case.

Adrian

Hi Adrian,

I have found the 'goto meeting' details in my case emails, talk to you then.

Cheers

ASH

OK solution found, thanks everyone for your assistance.

Awesome! Glad to hear it, Ashley. Thanks for being so patient while assisting the team!