Presenter '13 crashes on Lenovo computer using Office '13
Aug 12, 2014
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We've been working with Articulate support but have not yet been able to resolve this. Anybody had similar experiences and maybe found a solution?
On two different machines (Lenovo T430 laptops) once we click ARTICULATE / VIDEO, the dialogue box appears but then PowerPoint freezes. Only CTRL-ALT-DEL will stop the program. Rebooting and starting completely fresh with new files will result in the same freeze outcome.
On a third machine (Lenovo T440S laptop) once we click ARTICULATE / VIDEO then PowerPoint freezes. We don't even see the dialogue box.
I have used Articulate Presenter '09 for several years, recently upgrading to '13 and buying additional licenses. Things always worked fine until Studio '13. Now we are literally dead in the water business-wise, and seeking urgent solutions.
Three different machines (of 2 different models), completely different files being used for testing, and always fresh files, never reused after a test. I am out of ideas.
Help!
7 Replies
Hi Todd and welcome to E-Learning Heroes!
Thanks for mentioning that you are working with support and I can see your case (00413906) and that you are still actively working with them.
Perhaps someone in the community will have some insight to provide while support looks over your files and helps you diagnose the issue.
What operating system on the computers?
Win 7, Alison. 64-bit. With Office 13 installed.
We were able to run Win 7 64-bit with Office 2010 and Presenter 09. But something about our move on the same machines, same OS, to Office 2013 has completely stopped Presenter 13 from working. Still no resolution.
Thanks, Alison, for responding. Sorry it took me so long to see it!
Hey everyone!
I just wanted to pop in with an update.
This thread was on our list for follow-up when Update 4 was released, and you can find all the details and download it here.
Thanks, Leslie!
Well, I am both pleased and embarrassed to announce that we have resolved the problem, as far as I can tell. We went round and round, trying all the various fixes proposed, with no luck. But then we took a brand new laptop, wiped it of everything, installed Articulate 13, and THEN installed the AntiVirus (TrendMicro) we use. That works.
If we try installing Articulate 13 on a laptop that already has our standard build--including the TrendMicro AV--then no amount of workaround and cleaning (res13Cleanup, visual studio repair, etc.) would enable Articulate 13 to work. That AV was apparently the problem, even when we uninstalled and/or adjusted its settings.
With one such laptop working, we'll try another to see if we can replicate the success. Fingers crossed. Thanks!
Thanks Todd for sharing the update here and please feel free to keep us posted as you continue updating your laptops!
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