Issues with Update 8

Hi Holly.

We would absolutely love to help you resolve your issue! If PowerPoint is claiming to have an issue with an add-in and asks you to disable the add-in there are A LOT of reasons why this could be happening. Do you know if you have any other PowerPoint add-ins installed? Are you using an antivirus program? Was it enabled when you tried to install the software?

What I would do if I were you is:

1. Take a screenshot of your Add-Ins for us? You can take a screenshot of your add-ins by selecting the Office icon and then click Options or PowerPoint Options -> Add-ins. It should look something like this:

2. Can you let us know what antivirus you are using? When you installed the software, did you disable your antivirus? Installing software with antivirus enabled can cause issues with software installations.

3. If you go here: http://office.microsoft.com/en-us/downloads/ Click on Microsoft Update link. Use Microsoft Updated to make sure you have all updates for your version of Office installed.

4. You can run Microsoft Office Diagnostics:

http://office.microsoft.com/en-us/help/diagnose-and-repair-crashing-office-programs-by-using-office-diagnostics-HA001234076.aspx

If Office or Articulate was installed while your antivirus was running, the very first thing I would do is:

1. Disable your antivirus software.

2. Uninstall Office.

3. Uninstall Articulate.

4. Reinstall Office.

5. Install all updates for Office through the Microsoft Update site.

6. Reinstall Articulate.

7. Restart your computer.

8. Launch PowerPoint and activate Articulate.

Then see if you have a problem.

The fact that Office is trying to reinstall itself would lead me to believe there is an issue with your Office installation. Software will only reinstall itself it senses files are modified or missing.

Hi Justin,

Thanks for your help.

1. Here's a screenshot of my add-ins.

2. I have Symantec and it was not disabled when I installed the software, but the installation was successful.

3. All Microsoft Updates are installed for my version of Office.

4. I ran diagnostics and no issues were found.

I also uninstalled Office, etc. like you recommended and there was no change with my problem. PowerPoint sill won't open sometimes, and then when I restart, I'm prompted to answer if I want to disable add-ins.

The software seemed to work fine for Update 7. I hope there's a fix because I use a lot of the new features for Update 8.

I would disable the antivirus software before you try any of the steps. Here's a link to Update 7. I would try installing this instead:

http://www.articulate.com/downloads/2010/legacy/Studio-09-Update-7.exe

I should rephrase my last statement. Try this first:

If Office or Articulate was installed while your antivirus was running, the very first thing I would do is:

1. Disable your antivirus software.

2. Uninstall Office.

3. Uninstall Articulate.

4. Reinstall Office.

5. Install all updates for Office through the Microsoft Update site.

6. Reinstall Articulate.

7. Restart your computer.

8. Launch PowerPoint and activate Articulate.

Then see if you have a problem.

If that doesn't work, I would try installing this instead:

http://www.articulate.com/downloads/2010/legacy/Studio-09-Update-7.exe

By the way, GoToMeeting only allows you to show us your screen. Unless you explicitly give us permission to access your computer, which we probably wouldn't need to, a GoToMeeting should not pose any security concerns. If you would like to give that a try, let me know. That would be the fastest way to diagnose your problems.

None of these options seem to fix my problem. I don’t want to lose the extra features in Update 8 by downgrading to Update 7. So it looks like I’ll just have to live with the error messages I'm getting. Please keep me posted for when Update 9 is available. Thanks.

If you get a chance, I would recommend installing Update 7. See if you have an issue with that. Update 8 was a minor update that we only recommend installing if you are experiencing one of the issues that it resolves. That's why we didn't turn on the update for everyone. If you install Update 7 and you still have an issue then we would know whether or not there is something going on with Update 8 specifically in your environment.

I used Update 7 for a while with no issues. The error messages started after I installed Update 8. I frequently use the additional quiz options in 8 so I'd like to avoid downgrading back to 7. To me, it's worth overlooking the popup messages for now.