Cannot reinstall SL2 after crash

Hello Wendy!

I am keeping an eye on your support case  with Jayem. Looks like we received the email you sent in over the weekend and hopefully he will be able to get back to you shortly.

Here's what I would do. Get TuneUp Utilities, the free trial version, install it and do an overall clean of your Windows environment. I would also make sure there's plenty of available hardware space, and then install it as usual. I am 90some% certain this will sort things out for you. It's Windows and registry files tend to break easily, which is when things like these happen... :/

Thanks for sharing Attila!

Hi Emily...thanks for following along.

Hi Attila - thanks for your suggestion.  Rang the clean, double my hard disk space, still the same result.  SL is not installed, when I click on the .exe to install I get a dialog to Uninstall, then an error message SL 2 failed to uninstall.

I am slowly going crazy...:-(

No need to go crazy. :) It's quite clear to me that you have some files lingering on there from the old installation, which is why I have another suggestion. In windows find your program files folder, and assuming I am right, you'll find the SL2 folder there or something very similar  in name (I am on my Macbook now, so I don't really remember what the folder name is, but I'm sure it will be quite self explanatory), and delete it. Then restart Windows, and try installing it.

Should that not work, here's another thing you may try. Create a new user account in Windows and install it to that account only. This may bypass your existing installation remains, and thus provide you with a working copy.

Let me know how it goes. :) 

Oh, another option you want to try is this:

Back your project up somewhere else than the "My Articulate Documents" folder, and go to the Windows icon in the bottom left corner, where you should find a little text input filed. Type "system restore", and then click the System Restore option. Inside follow the instructions and try going back to a point in time when SL2 either worked or was not installed at all. The restoration will take about 2 minutes, after which Windows will restart and you may install or run your working SL2.

One of these ought to work! :)

Hi Attila

thanks for taking the time to help me.  I tried all your suggestions and its the same result.  Asking me to uninstall a program that is not there.

Do I need to uninstall and reinstall Parallels and start everything from scratch?

Yes, that would probably be my final advice. To be honest, I have never used Parallels before, I always opted for Oracle's Virtualbox https://www.virtualbox.org/wiki/Downloads which is completely free, tested and proven to be one of the best virtual machines out there, used by many software developers such as myself on a daily basis. Either reinstall Parallels or install Virtualbox. At this point I would blame Parallels for all your trouble, but that's my personal and somewhat professional opinion.

Good luck! :) 

Hi Attila

uninstalled and reinstalled Parallels - no change.  Reinstalled windows - no change.

I have resorted to ditching my 27in Mac for a 15in laptop to try and regain 4 days lost production time.

If I get time on the weekend I will try your Virtualbox suggestion.

Thank you so much for coming along for this bumpy ride.

Cheers

Wendy

Update:

Justin rocks!! I am up and running again with SL2...happy dance

Woo hoo!

Hello Wendy, what was the problem/solution in the end?

Good Morning, Chris.

In Wendy's specific case, somehow the C:\Program Files (x86)\Articulate\Articulate Storyline 2\ folder had been deleted by something or someone other than our installer.  We had to create faux versions of our essential executables in order to fool our installer into thinking that the installation was present (so that it could be removed).  The Update 5 installer was improved to better handle this condition, so this probably wouldn't cause the problem today.

If you're still having trouble after attempting the other ideas in this thread, I'd recommend submitting a Support Case so that we can collect some installer logs and take a closer look at the problem.  Thanks!

Hello justin i have the exact same problem (sl2u4 trial version), some how the folder was deleted so i installed the software in another computer and copy/pasted the folder created in that installation but still wont uninstall.

Good Morning, Hector.

Since the current release of Storyline 2 has been improved to better handle this condition, I would recommend using the Update 6 trial instead of the Update 4 trial.

If you continue to have trouble, I would recommend submitting a Support Case so that our team can take a closer look at the problem with you.  Thanks!

thanks for your answer Justin,

here is the thing (more detailed) i have the update 4 already installed in
my machine but when i tried install the update 6 it told my that the
installation folder has been moved, deleted or removed, i checked and in
fact it wasn't there. tried to uninstall with no success, so i installed
the same update 4 in another machine, copied the program
files\articulate\articulate storyline 2 folder and pasted it in my machine,
it opens well, then tried to uninstall and no success then tried to install
the update and the same result.

Hi Hector,

Thanks for the update and information on the steps you went through. Have you reached out to our Support team as Justin mentioned? I think that would be the next best course of action so that they can assist you step by step with this behavior. 

If you have already connected with them, want to let me know the case number and I'll follow along? 

already mounted the case and the number is this: 00618983

Thanks Hector - we'll follow along as well.