Articulate Presenter 360 Has Stopped Working Message

May 30, 2019

Whenever I open PowerPoint, I get a message "Articulate Presenter 360 has stopped working, a problem cause the program to stop working correctly. Please close the program." I can close the message and still use PPT.

I thought it was just my computer, I have a Windows 10 machine and PPT 2016, but when it happened during a presentation, others on my team with Windows 7, PPT 2010 told me the same thing is happening. We all have the most recent update of Articulate.

Why is this happening and can we fix it? Or is this a bug that needs to be fixed with an update.

33 Replies

Leslie McKerchie
Staff

almost 5 years ago05/30/19 at 8:59 pm (UTC)

Hey Karen,

Thanks for reaching out and letting us know that you're running into an issue with your software.

I've not seen reports of a similar issue, but it sounds like there is at least a handful of you.

I would advise a repair of your software to see if this alleviates the issue for you (and your colleagues).

Todd Yaney

almost 5 years ago06/21/19 at 12:32 pm (UTC)

Same problem - similar OS configuration. Both PowerPoint and Articulate 360 are up to date.

Leslie McKerchie
Staff

almost 5 years ago06/21/19 at 2:10 pm (UTC)

Hi Todd and welcome to E-Learning Heroes :)

Thanks for chiming in to let us know that you're running into a similar issue.

Were you able to conduct the repair that I shared above?

almost 5 years ago06/24/19 at 1:24 pm (UTC)

Hi Leslie,

Several of us are having the same issue - all with fairly recent
installations. I'm checking with other users. We're hoping to avoid
re-installing the package. It's a major production inside our network.

I'll circle back if needed.

Thanks.

Todd Yaney

Maureen Matsumoto

almost 5 years ago06/24/19 at 10:15 pm (UTC)

I have been experiencing this same issue for a few months. Every time I open PowerPoint and have Storyline running, I receive the error message attached. It started after the May software update.

presenter_error_message.PNG

almost 5 years ago06/26/19 at 4:07 pm (UTC)

Appreciate you working with us and keeping us in the loop, Todd!

You mentioned that your teammates also see this error. That worries me, and is something our Support Engineers are ready to check out for a more thorough analysis. If you go the case route, do share your case number here so I can follow along to relay any relevant insight!

By the way, it looks like you might have replied via email where your contact information came through to the forums. This Peek 360 video will show you how to edit it out if you'd like!

almost 5 years ago06/26/19 at 4:17 pm (UTC)

Oh no, Maureen! I'm very sorry you're also running into this.

If you haven't already, let's see if a simple repair of Studio 360 helps. Be sure to reboot between uninstalling and reinstalling.

If that doesn't work, I'd like you to also work with our Support team on next steps. They're troubleshooting wizards, especially with decoding errors, and will do a deep dive to locate the root.

Please let me know how you do, I'll be here!

Karen Drummey
Author

almost 5 years ago06/26/19 at 4:40 pm (UTC)

Has anyone tried any of the recommended solutions and had it worked successfully? We have about 20 team members and I don't want to tell people to perform these steps and involve our IT department if it's not going to work.

Sebastian Tindall

almost 5 years ago06/28/19 at 12:52 pm (UTC)

Hi, I have tried these steps and they didn't work

Katie Riggio
Staff

almost 5 years ago07/01/19 at 9:14 pm (UTC)

Hi there, Karen and Sebastian.

Thanks for this additional context, and I'm really sorry you're still running into this frustrating issue. I'm going to open a case for each of you so we can work one-on-one to advise best.

Look out for an email from support@articulate.com shortly, and I'll be right by your side!

almost 5 years ago07/01/19 at 9:18 pm (UTC)

Thank you Katie. I will contact your support team.

Leslie McKerchie
Staff

almost 5 years ago07/02/19 at 12:34 pm (UTC)

Thanks, Maureen. It looks like Gren is currently assisting you :)

Howard Sandritter

almost 5 years ago07/15/19 at 3:44 pm (UTC)

Articulate Presenter 360 has stopped working" when we start PowerPoint.

We are running Windows 10 and have Office 260 and the latest version of Presenter 360 .

Thank you

Howard Sandritter

almost 5 years ago07/16/19 at 1:42 pm (UTC)

Meant Office 365. Do not have to have Storyline running either. Just open up PowerPoint and within 3 minutes the message appears. Thx

Presenter360.png

Ashley Terwilliger-Pollard
Staff

almost 5 years ago07/18/19 at 7:49 pm (UTC)

Hi Howard,

I'd want to start by checking which version of Office 365 you have installed, as there are a few unsupported ones mentioned here.

Next, have you gone through any of the steps to repair or reinstall the Presenter add-on to Powerpoint outlined here?

almost 5 years ago07/18/19 at 7:59 pm (UTC)

Hi Ashley,

I'm still waiting for our IT dept. To uninstall and reinstall. Hopefully tomorrow.
Does info below help with the version of Office I have?

[cid:image003.jpg@01D53D81.B5F25210]

Ashley Terwilliger-Pollard
Staff

almost 5 years ago07/22/19 at 12:57 pm (UTC)

Hi Howard,

It looks like you may have responded via email, and as such, any attachments won't be posted here. Let me know if the IT team was able to help with the reinstallation and if you're still stuck! Our Support Team is also available 24/7 to help troubleshoot this further if needed!

almost 5 years ago07/22/19 at 1:11 pm (UTC)

Hello,

No I tried the suggested solutions. IT uninstall and reinstall. Also to run powerpnt.exe/regserver.
Still same issue.

Any other suggestions or someone else I should contact?

Thanks,
Howard

almost 5 years ago07/22/19 at 4:40 pm (UTC)

Maureen

I get the same error message just with PowerPoint open. I do not need to have Storyline running. I have tried to uninstall and reinstall Studio 360 and run powerpnt.exe/regserver and still no change.

Have you been able to fix your issue?

Thanks,

Howard

CCHS

almost 5 years ago07/22/19 at 5:58 pm (UTC)

We have Office 365 Desktop app

almost 5 years ago07/22/19 at 6:02 pm (UTC)

I've attached the version of powerpoint for office 365

Powerpoint_version.png

Howard Sandritter

almost 5 years ago07/23/19 at 1:25 pm (UTC)

I'm thinking it is a Roaming Profile issue with the update from Articulate and Windows 10. We are testing that now

almost 5 years ago07/23/19 at 1:47 pm (UTC)

People on my team with Windows 7 have the same problem.

almost 5 years ago07/23/19 at 2:15 pm (UTC)

I've only seen it so far in Windows 10 but does not mean it could occur in Windows 7
But pretty sure has something to do with Roaming Profiles and last Studio 360 update