Articulate Presenter 360 has stopped working

The "fix" above took about 25 minutes, required 2 restarts, and did not work.

Warning to all: do not waste your time with Microsoft repair and Studio un/reinstall process.

Hi Jon,

I've opened a support case for you so we can get this sorted out right away. Keep an eye out for an email from the team!

I also constantly experience this error!

Yes, this error is ongoing. Articulate support has requested I perform a huge amount of work to assist them in their troubleshooting that I do not have time for.

My IT department and I spent days on this issue even having a simultaneous remote session with both Articulate support and my IT support.  We finally resolved it by rolling back the version of Presenter.  It went away.  But now the error is appearing again.  Thank goodness it does not actually impact the work I am trying to do.

Hello Irina,

Sorry to hear that you're running into this issue as well, but glad that you've reached out so that we can work with you.

I've opened up a support case on your behalf so that you can work 1:1 with one of our support engineers. You should be hearing from someone soon.

Hello Dianne,

I was able to track down the case you worked with Victor on and I've added your additional comment to let him know you're still running into difficulty.

Thanks for reaching out to let us know.

Hi Articulate Staff,

I just upgraded Articulate 360 to the August 20, 2019 (Build 3.31.19951.0) update. See the link below. https://articulate.com/support/article/Articulate-Storyline-360-Version-History

After the installation, I received the following error message:

"Articulate Presenter 360 has stopped working. A problem caused the program to stop working correctly. Please close the program."

I also attached a screen shot of the error message. Please note, the program that I opened was Rise. Can you assist me please?

Hi Articulate Staff, 

I found a solution. I simply removed (NOT disabled) the Articulate Presenter add-in from PowerPoint. I do not use Presenter, so this was the easiest resolve. Instructions on how to do this is attached. 

Thanks Joy! The first actual solution to this bug.

But what if you use Presenter?  We use it so need it installed.  we still get the error message .."Presenter 360 has stopped working".

We have installed and uninstalled and no difference.

Thanks

Hi Howard,

Thanks for reaching out and letting us know that you're running into an issue as well and the troubleshooting that you've done so far.

I do see that we have an open support case with your organization for a similar issue. 

I'm curious if you work with Ty or do we need to open an additional support case?

Hi Leslie,

I did talk with Ty this morning and do not work out.
Is any other company having the issue with Office 365 and Presenter 360 and if so any new fixes?

Thanks,
Howard

Yes Howard, all users at our company (maybe 20 with Articulate 360 and Office 365) experience this and have since either removed Presenter or just deal with the error message. No one here uses Presenter, so it does not create a problem in itself, just a nuisance.

Thanks Jon. I appreciate the reply.

We need to use it though.

Hi Howard,

Thanks for the update. I see that you were able to open a support case with our support team as well and Wilbert is working with you directly.

Hi Jon,

I see that Renz reached out to you again last month to follow-up, so I wanted to be sure that you were receiving e-mails from support@articulate.com.

I'm glad that you've found an interim solution, but please feel free to continue troubleshooting in your support case if you decide that you'd like your users to use this functionality.

Hi there, Doug!

So sorry you're seeing that message, and I'm glad you reached out for help. I see my teammate, Renson, recently sent you instructions on how to deactivate Studio '13.

Be sure to let us know if that solves the issue, and I also shared this screenshot with him just in case!

I just started to receive the same error as Doug - has anyone else? If so, do you know anything about how to fix it? I can still open PP and the Articulate Ribbon still displays but it doesn’t let me actually do any Studio-related things.

I went into my C drive and the file it’s referencing isn’t there so I don’t know if that means it is missing on my PC or if PP is trying to grab the wrong file or what.

Hii Andy, 

Articulate support had me contact my IT department so they could 'whitelist' C:\Program Files (x86)\Articulate. Everything worked fine after this.

Hope this helps.

Doug

Hi Doug - thanks! That is exactly what I need to know. We sometimes have to whitelist vendor sites so I can see how that makes sense. I will let them know what I learned and they should be able to take care of it pretty quickly.