Hi. I am having problems updating Studio 360. It keeps coming up with an error code 80070652. I have tried to uninstall but it will not let me do that either. Anyone else having problems or have a fix? Thank you in advance for any help.
So sorry you've hit this roadblock. I see you're working with my colleague Lea in case# 01039864, and she has sent you a request for a web conference. Let us know if you don't see that request, and we'll re-send it!
I just received an update from Lea that she opened a new case for you (#01032818), and that your case has been escalated to our Tier 3 support. I'll keep an eye on your case and follow along as it progresses!
Also I wanted to mention that responding via email includes your email signature here. No worries on our end—just wanted to let you know in case you didn’t want to share it publicly. :)
Sorry you're hitting this roadblock, Hans! I've opened a case for you (01061151) so we can get to the bottom of this as soon as possible. Keep an eye on your inbox for an email from Support@Articulate.com!
I popped in to check on your case this morning, and it looks like Alman sent you a few solutions to try. Be sure to let us know if you're still having trouble, and we'll keep digging!
Hi. Tried to launch Articulate 360 this morning and got a message saying it is not installed. Tried to reinstall and got the message referenced in this thread with error code 80070652. Is there not a set of instructions anywhere for sorting this out? I cannot uninstall what is already on my laptop.
Sorry you're hitting this roadblock, Cathy! Really smart move to open a case--our Support Engineers are rockstars at handling this kind of thing. I'll follow along with your case as it progresses!
Hi there Cathy! I popped in to check on your case this morning. It looks like my colleague Vira sent you some troubleshooting steps. Be sure to let her know if you have any questions!
Unfortunately the steps advised (clean registry and delete all Articulate 360 files) didn't work. The install still hangs at about 95% complete. I have replied with this info. Also, wondered if it is a Windows 10 update problem? I had a similar issue earlier in the year with MadCap Flare and that was isolated to a specific part of a windows update. In the meantime I am able to use Camtasia for the work in hand this week, but really need to get back up and running soon...
Thanks for asking!
Cathy Chapman (MITOL)
Training Manager
Solutions Team
3.1 Carrwood Park, Selby Road
Leeds, LS15 4LG
p: +44.(0)113.385.4782 | m: +44.(0)750.004.9331
"The error: 80070652 suggests that a previous installation may not have been completed successfully. Restarting computer generally fixes this issue. However, if the error still persists, below are the instructions you can use to try and solve the error problem:
IMPORTANT: If you're using a computer that is part of a corporate network, contact your local IT to ensure that Storyline is installed as an Administrator. Corporate network commonly restricts its users from installing or modifying programs on network computers.
1. Press the CTRL + ALT keys + Delete key at the same time. Then, click on Task Manager.
2.Click on the Processes tab and then choose Show processes from all users.Click on the Image Name list and this will sort the list in alphabetical order making it easier for you to find the Windows installer service.
3. You should find a file in the list called msiexec.exe. Click on the msiexec.exe file and then choose End Process button on the lower part of the Task Manager window. If you find any instances of Storyline.exe or another instance of msiexec.exe, quit those as well (end process).
4. Run Articulate 360 and attempt to install Storyline 360."
It seems that cancelling the install window suspends it and so the installer thinks you are already running an install, so a conflict occurs.
The bad news is that even though I did this, and cleaned the entries from the registry with Ccleaner, then uninstalled the program files that were in place, the installer still hangs. I have fed back all of this information to support so watch this space...
Hi there Cathy! I'm sorry the steps our team provided didn't work, and thanks for also letting Victor know. I'll keep following along as we investigate further!
Hey TJ, be sure to let us know if you're still getting stuck! The best way to get help is to open a case with our Support Engineers by clicking here. If you'll let me know your case number, I'll keep an eye on it as it progresses.
Also, it looks like your email signature came through when you replied via email! No worries, this Peek video will show you how to remove it. :)
Thanks, TJ. I popped into your case, and it looks like Robert sent you some troubleshooting steps. Be sure to let him know if you have any questions about those links!
Also, it looks like your email signature came through when you replied via email! No worries, this Peek video will show you how to remove it. :)
HI. Just to let you know the issue is not resolved for me yet - hopefully narrowing it down, maybe my machine but seems odd that I am having no problems installing other software. Help desk are very methodical and I have faith we will get to the bottom of it - but it's getting critical now as I'm dead in the water and need to get up and running again.
I'm still having problems as well. Even after trying all of Robert's
suggestions, even the "rare" incident fixes. The Microsoft tool did
nothing. Thanks for looking into this. Articulate has the best user
support, so I'm sure there's a fix out there!
Issue now resolved - and a big shout out to Victor Reyes on Help Desk who spent an awesome 3.5 hours of persistent effort on my behalf to get things up and running again. Cannot sing his praises enough.
33 Replies
Hey there Martin,
So sorry you've hit this roadblock. I see you're working with my colleague Lea in case# 01039864, and she has sent you a request for a web conference. Let us know if you don't see that request, and we'll re-send it!
Hi again Martin,
I just received an update from Lea that she opened a new case for you (#01032818), and that your case has been escalated to our Tier 3 support. I'll keep an eye on your case and follow along as it progresses!
[cid:image001.jpg@01D2A396.0DE32EA0]
Thank you I must say Lea was great and I am looking forward to getting the problem sorted.
Warm regards
Martin
Martin Pepper
Maxima Training & Development
T. (01403) 733337
Visit us at http://www.maximatraining.com
Follow us at http://twitter.com/MaximaTraining
Glad to hear it, Martin!
Also I wanted to mention that responding via email includes your email signature here. No worries on our end—just wanted to let you know in case you didn’t want to share it publicly. :)
I'm having the same issue installing the trial to test - was this issue ever resolved?
Edit: I'm actually installing for the first time, not updating, but I'm getting the same error: 80070652.
Sorry you're hitting this roadblock, Hans! I've opened a case for you (01061151) so we can get to the bottom of this as soon as possible. Keep an eye on your inbox for an email from Support@Articulate.com!
My issue is now resolved, but had to clean my computer and then reload windows and everything else which took just over a day.
Hi Hans,
I popped in to check on your case this morning, and it looks like Alman sent you a few solutions to try. Be sure to let us know if you're still having trouble, and we'll keep digging!
Hi. Tried to launch Articulate 360 this morning and got a message saying it is not installed. Tried to reinstall and got the message referenced in this thread with error code 80070652. Is there not a set of instructions anywhere for sorting this out? I cannot uninstall what is already on my laptop.
Sorry you're hitting this roadblock, Cathy! Really smart move to open a case--our Support Engineers are rockstars at handling this kind of thing. I'll follow along with your case as it progresses!
Hi there Cathy! I popped in to check on your case this morning. It looks like my colleague Vira sent you some troubleshooting steps. Be sure to let her know if you have any questions!
Unfortunately the steps advised (clean registry and delete all Articulate 360 files) didn't work. The install still hangs at about 95% complete. I have replied with this info. Also, wondered if it is a Windows 10 update problem? I had a similar issue earlier in the year with MadCap Flare and that was isolated to a specific part of a windows update. In the meantime I am able to use Camtasia for the work in hand this week, but really need to get back up and running soon...
Thanks for asking!
Cathy Chapman (MITOL)
Training Manager
Solutions Team
3.1 Carrwood Park, Selby Road
Leeds, LS15 4LG
p: +44.(0)113.385.4782 | m: +44.(0)750.004.9331
[Cox Automotive]
Cox Automotive
Please help! I'm getting the same error. Please see error msg attached. Thanks!
Hi.
I have the following instructions from Victor in support:
----------------------------------------------------------------
"The error: 80070652 suggests that a previous installation may not have been completed successfully. Restarting computer generally fixes this issue. However, if the error still persists, below are the instructions you can use to try and solve the error problem:
IMPORTANT: If you're using a computer that is part of a corporate network, contact your local IT to ensure that Storyline is installed as an Administrator. Corporate network commonly restricts its users from installing or modifying programs on network computers.
1. Press the CTRL + ALT keys + Delete key at the same time. Then, click on Task Manager.
2.Click on the Processes tab and then choose Show processes from all users.Click on the Image Name list and this will sort the list in alphabetical order making it easier for you to find the Windows installer service.
3. You should find a file in the list called msiexec.exe. Click on the msiexec.exe file and then choose End Process button on the lower part of the Task Manager window. If you find any instances of Storyline.exe or another instance of msiexec.exe, quit those as well (end process).
4. Run Articulate 360 and attempt to install Storyline 360."
-------------------------------------------------------
It seems that cancelling the install window suspends it and so the installer thinks you are already running an install, so a conflict occurs.
The bad news is that even though I did this, and cleaned the entries from the registry with Ccleaner, then uninstalled the program files that were in place, the installer still hangs. I have fed back all of this information to support so watch this space...
Thank you so much, Cathy. I will try this!! Enjoy your day!
Tj
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Theresa ("Tj") Lane (tjlane@usgs.gov)
Manager, USGS Distance Learning Program
U.S. Geological Survey
Office of Organizational and Employee Development (OED)
Box 25046, MS 414, Denver Federal Center
Denver, CO 80225
(303) 445-4677, desk (M-F)
(303) 445-4665, fax
Website: http://www.usgs.gov/humancapital/ecd/
~~~~~~~~~~
- If you'd like to provide feedback on the service you have received,
please select the link:
http://www.zoomerang.com/Survey/WEB22CMJWC2KSC. Thank
you for your time.
-
*Want to host a webinar that WOWs? OED can help! See our web page at:
http://www.usgs.gov/humancapital/ecd/webinarsthatwow.html
*
~~~~~~~~~~
*"The greatness of a nation and its moral progress can be judged by the way
its animals are treated."--Gandhi*
Hi there Cathy! I'm sorry the steps our team provided didn't work, and thanks for also letting Victor know. I'll keep following along as we investigate further!
Hey TJ, be sure to let us know if you're still getting stuck! The best way to get help is to open a case with our Support Engineers by clicking here. If you'll let me know your case number, I'll keep an eye on it as it progresses.
Also, it looks like your email signature came through when you replied via email! No worries, this Peek video will show you how to remove it. :)
Thank you Alyssa!
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Theresa ("Tj") Lane (tjlane@usgs.gov)
Manager, USGS Distance Learning Program
U.S. Geological Survey
Office of Organizational and Employee Development (OED)
Box 25046, MS 414, Denver Federal Center
Denver, CO 80225
(303) 445-4677, desk (M-F)
(303) 445-4665, fax
Website: http://www.usgs.gov/humancapital/ecd/
~~~~~~~~~~
- If you'd like to provide feedback on the service you have received,
please select the link:
http://www.zoomerang.com/Survey/WEB22CMJWC2KSC. Thank
you for your time.
-
*Want to host a webinar that WOWs? OED can help! See our web page at:
http://www.usgs.gov/humancapital/ecd/webinarsthatwow.html
*
~~~~~~~~~~
*"The greatness of a nation and its moral progress can be judged by the way
its animals are treated."--Gandhi*
Hi Alyssa. I just filed a case and my number is 01129595 Any help is
greatly appreciated.
Tj
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Theresa ("Tj") Lane (tjlane@usgs.gov)
Manager, USGS Distance Learning Program
U.S. Geological Survey
Office of Organizational and Employee Development (OED)
Box 25046, MS 414, Denver Federal Center
Denver, CO 80225
(303) 445-4677, desk (M-F)
(303) 445-4665, fax
Website: http://www.usgs.gov/humancapital/ecd/
~~~~~~~~~~
- If you'd like to provide feedback on the service you have received,
please select the link:
http://www.zoomerang.com/Survey/WEB22CMJWC2KSC. Thank
you for your time.
-
*Want to host a webinar that WOWs? OED can help! See our web page at:
http://www.usgs.gov/humancapital/ecd/webinarsthatwow.html
*
~~~~~~~~~~
*"The greatness of a nation and its moral progress can be judged by the way
its animals are treated."--Gandhi*
Thanks, TJ. I popped into your case, and it looks like Robert sent you some troubleshooting steps. Be sure to let him know if you have any questions about those links!
Also, it looks like your email signature came through when you replied via email! No worries, this Peek video will show you how to remove it. :)
HI. Just to let you know the issue is not resolved for me yet - hopefully narrowing it down, maybe my machine but seems odd that I am having no problems installing other software. Help desk are very methodical and I have faith we will get to the bottom of it - but it's getting critical now as I'm dead in the water and need to get up and running again.
I'm still having problems as well. Even after trying all of Robert's
suggestions, even the "rare" incident fixes. The Microsoft tool did
nothing. Thanks for looking into this. Articulate has the best user
support, so I'm sure there's a fix out there!
Thanks, TJ. And I see that you shared the same information with Robert. Since those steps didn't do the trick, we'll keep digging!
Issue now resolved - and a big shout out to Victor Reyes on Help Desk who spent an awesome 3.5 hours of persistent effort on my behalf to get things up and running again. Cannot sing his praises enough.
Cathy
That's wonderful, Cathy! I'll be sure to pass your comments along to Victor. So glad you're back on track! 🎉
Hi ! I tried 3x to download Storyline 360 and I always get that same error #80070652. I'm on a trial version. What can I do ?
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