Articulate 360 keeps hanging - please help

Hi there, I have been trying to install and update articulate 360 for a few days now. The installation keeps freezing or hanging. we have tried uninstalling and installing several times and many other troubleshooting steps.

here is the attached log. 

User Authentication: Success
Authentication (https://id.articulate.com/): Success; Online; 919ms
Profile (https://api.articulate.com/profile): Failure; Could not connect to *Profile*: 404 NotFound; 490ms ; Response: {
"message": "no Route matched with those values"
}
Desktop Apps and Updates: Success
Desktop Apps and Updates (https://api.articulate.com/products): Success; Online; 510ms
360 Synchronization (): Loading; Loading...;
Content Library 360 Characters: Success
Characters (): Loading; Loading...;
Content Library 360 Images: Success
Content Library 360 Images (https://api.articulate.com/content-library/images?query=diagnostics&type=photo&page=1): Success; Online; 622ms
Content Library 360 Templates: Success
Templates (): Loading; Loading...;
Team Slides: Success
Team Folders (https://api.articulate.com/team-slides/folders): Success; Online; 514ms
Team Projects (https://api.articulate.com/team-slides/templates): Success; Online; 576ms
Publish to Review 360: Success
Review 360 Items (https://api.articulate.com/review/items): Success; Online; 141ms
Notifications: Success
Notifications (https://api.articulate.com/products/notifications): Success; Online; 135ms

8 Replies
Leslie McKerchie

Hello Marisa and welcome to E-Learning Heroes. 😊

Thanks for reaching out and sharing what you are experiencing with your software.

Since you've already done a bit of troubleshooting, I've opened up a support case on your behalf so that you can work directly with one of our support engineers. You should be hearing from someone soon.

Jared Nelson

User Authentication: Success
Authentication (): Loading; Loading...;
Desktop Apps and Updates: Success
Desktop Apps and Updates (https://api.articulate.com/products): Success; Online; 515ms
Desktop Apps and Updates (https://api.articulate.com/products/stable): Success; Online; 512ms
360 Synchronization (): Loading; Loading...;
Content Library 360 Characters: Success
Characters (): Loading; Loading...;
Content Library 360 Images: Success
Content Library 360 Images (https://api.articulate.com/content-library/images?query=diagnostics&type=photo&page=1): Success; Online; 607ms
Content Library 360 Templates: Success
Templates (): Loading; Loading...;
Team Slides: Success
Team Folders (https://api.articulate.com/team-slides/folders): Success; Online; 522ms
Team Projects (): Loading; Loading...;
Publish to Review 360: Success
Review 360 Items (https://api.articulate.com/review/items): Success; Online; 132ms
Notifications: Success
Notifications (https://api.articulate.com/products/notifications): Success; Online; 149ms
Remote Features: Success
Remote Features (https://api.articulate.com/products/features): Success; Online; 152ms