I just bought the upgrade for the '13 Suite tonight. Initially it worked fine, but after just two presentations, all attempts to upgrade existing presentations to "upgraded" versions that will use '13 result in failures. I get no error message. It just says the pptx presentation could not be upgraded.
I can probably cut and paste everything, but that seems like a LOT more work than this should take. Is there some sort of fix?
Wow, this is ridiculous. Even if I create a brand new presentation, as soon as I go to the Articulate ribbon and try to use any Articulate feature, it tells me that I created the presentation with an "older version" of Presenter and I need to upgrade the presentation. Which is stupid, because I created a brand new presentation while running '13. And if I try to "upgrade" the new presentation, I get the same error message.
This bug has rendered a $700 piece of software on my computer completely useless. I hope somebody has a fix. This is completely unacceptable.
Really sorry to hear you are having difficulty using Studio '13. I have asked one of my senior support engineers to set up a complimentary web conference with you so we can figure out what's going on and get you up and running again. You will be hearing from him shortly.
I wanted to follow back up with you, as I see you were able to work with one of our Senior Support Engineers, and he sent you some additional recommendations on how to resolve the issue with your file. It looks like Justin Grenier emailed you the following information on October 1:
There are three steps we can take to repair your Presenter file, beginning with the least invasive, and ending with the most aggressive: 1. Because Microsoft Word is utilized in some components of Articulate Presenter, such as the Slide Notes pane in the consolidated narration window, a corrupt Word template can cause problems with Presenter. The following video screencast explains how to correct the default Microsoft Word template (normal.dotm or normal.dot) if it has developed corruption: https://player.vimeo.com/video/204929869
3. If neither Step 1 nor Step 2 is helpful, please follow the troubleshooting steps in this article to fix unexpected or erratic behavior in Articulate Studio '13, focusing particularly on the steps to uninstall and reinstall Microsoft Office: http://www.articulate.com/support/kb_article.php?product=ap13&id=aqf3vvizx7kv
If you still need additional help, just reply to Justin's email (Support@articulate.com) and he'll be able to continue troubleshooting with you.
I checked into Doug's case again, and I don't see anything further from him on if he continued to have difficulty after conducting the steps above. If you're able to run through the repair steps mentioned, and are still having difficulty please feel free to connect with our Support team.
Would you be able to connect with our Support team? There will be a place to reference this thread, and please be sure to indicate that you've tried the steps outlined here.
I had this same issue and will always try everything before asking for help from the support team. It had worked previously for me but everything I tried, ended in the same result, unable to upgrade. I have a Mac and use parallels to run Windows. The way it finally worked was when I put all my files in the documents on the windows drive. It didn't seem to like the fact that they were on the mac side. After that it worked perfectly.
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Wow, this is ridiculous. Even if I create a brand new presentation, as soon as I go to the Articulate ribbon and try to use any Articulate feature, it tells me that I created the presentation with an "older version" of Presenter and I need to upgrade the presentation. Which is stupid, because I created a brand new presentation while running '13. And if I try to "upgrade" the new presentation, I get the same error message.
This bug has rendered a $700 piece of software on my computer completely useless. I hope somebody has a fix. This is completely unacceptable.
Hi Doug.
Really sorry to hear you are having difficulty using Studio '13. I have asked one of my senior support engineers to set up a complimentary web conference with you so we can figure out what's going on and get you up and running again. You will be hearing from him shortly.
Hi Doug,
I wanted to follow back up with you, as I see you were able to work with one of our Senior Support Engineers, and he sent you some additional recommendations on how to resolve the issue with your file. It looks like Justin Grenier emailed you the following information on October 1:
There are three steps we can take to repair your Presenter file, beginning with the least invasive, and ending with the most aggressive:
1. Because Microsoft Word is utilized in some components of Articulate Presenter, such as the Slide Notes pane in the consolidated narration window, a corrupt Word template can cause problems with Presenter.
The following video screencast explains how to correct the default Microsoft Word template (normal.dotm or normal.dot) if it has developed corruption: https://player.vimeo.com/video/204929869
2. If Step 1 does not help, let's try Uninstalling Studio again, rebooting, and Reinstalling Studio:
Here's how to uninstall Articulate Studio '13:
http://www.articulate.com/support/kb_article.php?product=ap13&id=19et13onlx3e
Here's how to install Articulate Studio '13:
http://www.articulate.com/support/kb_article.php?product=ap13&id=10oloomcj54w
3. If neither Step 1 nor Step 2 is helpful, please follow the troubleshooting steps in this article to fix unexpected or erratic behavior in Articulate Studio '13, focusing particularly on the steps to uninstall and reinstall Microsoft Office:
http://www.articulate.com/support/kb_article.php?product=ap13&id=aqf3vvizx7kv
If you still need additional help, just reply to Justin's email (Support@articulate.com) and he'll be able to continue troubleshooting with you.
I'm having this problem now. Just started. Beginning to uninstall office right now, but does anybody have any idea why this would happen?
j
Hi Joe,
I checked into Doug's case again, and I don't see anything further from him on if he continued to have difficulty after conducting the steps above. If you're able to run through the repair steps mentioned, and are still having difficulty please feel free to connect with our Support team.
I followed all of the steps outlined above and I'm still having this problem. Can't get anything to upgrade.
Hi Joe,
Would you be able to connect with our Support team? There will be a place to reference this thread, and please be sure to indicate that you've tried the steps outlined here.
Ashley,
Yes, I submitted a support case. I'm in touch with Rowie, so I hope I can get this fixed soon. I'm pretty much dead in the water for the moment.
Thanks Joe - and I'll follow along with your case too.
I had this same issue and will always try everything before asking for help from the support team. It had worked previously for me but everything I tried, ended in the same result, unable to upgrade. I have a Mac and use parallels to run Windows. The way it finally worked was when I put all my files in the documents on the windows drive. It didn't seem to like the fact that they were on the mac side. After that it worked perfectly.
Hi Jessi and welcome to E-Learning Heroes!
Thanks for sharing your resolution with the community
This discussion is closed. You can start a new discussion or contact Articulate Support.