Incorrect install message

May 28, 2018

Dave LeFevre
By Dave LeFevre

The last couple of times I've received the notice to update Articulate 360, I've started it and received an odd error message:

Articulate 360 install error

The odd thing (as can be seen) is that PowerPoint is not running at all. Yet the installation insists it is, to the point of not letting me continue until I close it, which of course I can't since it's not running. What is running is Articulate Presenter (in the background, as Task Manager shows) but that is something the install should be able to shut down without bothering me or requiring me to fire up Task Manager to find out. I hope this can be addressed. Thanks!

13 Replies
Ashley Terwilliger-Pollard
almost 6 years ago05/29/18 at 8:21 pm (UTC)

Hi Dave,

Presenter is an add-on to Powerpoint, so it can't be running without Powerpoint running. Do you have more than one version of Powerpoint installed on your system?

Have you tried repairing Presenter (as a part of Studio) to see if that's why you're stuck with this install? You can follow the steps here. 

Dave LeFevre
almost 6 years ago05/29/18 at 8:29 pm (UTC)

Ashley, thanks for getting back to me. I was able to finish the install by using Windows Task Manager to shut down Presenter. I recognize that it's an add-on to PowerPoint but nevertheless, it was running and PowerPoint was not, according to Windows. I only have one version of PowerPoint. I did not try repairing Presenter as it seemed to otherwise be working fine--just didn't shut down with PowerPoint. Very odd situation, to be sure, which is why I thought I'd just let you folks know about it. Appreciate the support!

Kiffin McCoy
over 5 years ago10/05/18 at 8:45 pm (UTC)

I also have the same error that Dave showed with the failure to install because PPT is running, which it is not. The difference is, I do NOT show presenter running in the background (on Task Manager), either. 

Also, my IT dept. tried to follow the instruction you linked to for the User Access Controls. However, they were not able to modify the controls. They uninstalled all of 360 suite, and re-installed. All of the apps seem to work fine except Articulate Studio 360. When trying to install it, the failure error pops about halfway through installation. 

Thoughts?

Dave LeFevre
almost 5 years ago06/05/19 at 2:44 pm (UTC)

Sarah, if you open Windows Task Manager and on the Processes tab, scroll down the Background processes, you may see Articulate Presenter there. Select that and click End task. If you don't see that there, then you may need to uninstall Presenter (really Studio 360) and then reinstall it to get the update. If none of that works, I'd contact Articulate Support for professional help. ;)

Leslie McKerchie
almost 5 years ago06/06/19 at 3:44 pm (UTC)

Hi Sarah,

Thanks for reaching out and letting us know that you're running into a similar issue.

It looks like Dave has popped in to share a helpful tip. I was able to take a look at the case Kiffin worked on with our team and detailed steps of uninstalling and reinstalling the software were shared.

Here is some documentation on common installation problems as well.

Let us know if you need any further assistance.

Gary Jarvis
over 4 years ago08/06/19 at 6:58 am (UTC)

Same issues,  removed studio, removed the whole 360, repaired Office 2016,  works a few times but eventually  PowerPoint says it failed to detect articulate presenter process". 

After that I cannot update Articulate 360,  remove studio, etc.  No PowerPoint process running in task manager?  Help !!

 

This discussion is closed. You can start a new discussion or contact Articulate Support.