Can not access my Articulate products

I have owned the Articulate 09 suite of products (presenter, engage, quiz maker, etc.) for a while.  I recently had a computer problem where much of my profile programs and files were moved and set up in a new profile on my computer.  Now when I go to run articulate it tells me my trial period is over and tells me to enter my pin activation number.  When I enter it I am told the pin is no longer valid.  Can someone tell me how to resolve this issue or how I can reach someone at Articulate to resolve this issue.  Thanks. 

5 Replies
Tom  Davenport

Thanks, Christine. I did that and that issue is now resolved, but now I am having a new issue.  I open my power point, make changes like I always have, save it as a new version, preview my changes (and they look fine), but when I publish the course it shows up as the prior version.  The strange thing is that the title of the version I updated to is what is reflected on the course, but none of the changes are there.  I have never had this happen in the years I have been using articulate.  I appreciate any insight.  Thanks.


Christine Hendrickson

Hi Tom,

Since I haven't seen what steps you've already taken through communication with our support, I'd recommend first making sure you're working with local files.

It sounds like the changes you're making aren't being saved, so it might be best to make sure you're saving and modifying files using the guidelines below:

  • Work on your local drive (your C: drive). Working on a network drive or a USB drive can cause erratic behavior, including file corruption, loss of audio, and other unexpected behavior. 
  • You should also make sure the directory path to your project files and your published output is less than 260 characters (for example C:\Articulate).
  • Avoid using special characters, accents or symbols in your file names (this includes spaces and underscores).

Additional information regarding "Naming Files, Paths, and Namespaces" in Windows operating systems can be found in the following Microsoft article.

If this is occurring with the same file that you sent to our support team, you may want to respond to them as well, and let them know you're experiencing another issue with the file.

If you'd like, you can share the case number with me as well.


Tom  Davenport

Christine, this is totally different issue.  Original case was simply not having the correct serial # to get Presenter re loaded.  That was resolved. 

Now when I open a course I prepared in power point earilier and worked fine (and still works fine, but just not the right version) and make a small change to the power point (not a quiz or engage interaction) just changing wording in a simple power point slide.  I save that change and preview it.  Looks fine.  BUT, when I publish that course, I am asked if I want to overwrite the files and I say yes.  When publishing process is finished it opens with the new title of the file I saved it as but the changes I made on the power point slide are the previous wording.  For original wording said you needed to get 70% to pass the quiz.  I made the simple change to change that to 80%; saved it as a new version (i.e version 2), but when I publish it still shows the 70% although it says it is version 2 in the title.  Also, when I preview that slide it shows the change to 80%.  Again very strange.  Hope that clarifies what is happening.  Thanks.


Christine Hendrickson

Hi Tom,

Ok, so you're viewing the presentation for the changes after publishing, correct? It sounds like you're either uploading and publishing to a server after you do this, or viewing the published presentation locally.

What publishing method are you using? If you're trying to view the updated published content locally, that may be one cause. If you view a published Presenter '09 presentation on your local hard drive or send it to someone else to view on their local hard drive, you'll encounter security restrictions from the computer, web browser, Flash Player, and network that'll cause various features of your content to fail.

To properly test your published content and share it with others, upload it to the environment for which it was published. Please review the following article for details:
If, however, you're uploading the updated files to an LMS or server, then viewing the course in a browser, try clearing your web browser cache. 
Let me know if you see any improvement.
Thanks very much!