I upgraded my version of Articulate Storyline (based on the message I received when opening the software about a week ago) and consequently have lost my character bundle, with the exception of Atsumi, who remains. I did have the original zipped version, and tried to reload it, but to no avail!!
I wanted to point you to the directions here on how to install a Character pack, and you'll also need to have access to the serial number for the character pack (it's different than your Storyline serial activation). If you're unable to find it, you can connect with our Support team who can help you with that and any other troubleshooting.
Sorry to hear that you haven't heard back from anyone - did you submit a Support case through this link? If so, do you have a case number and I could follow up that way and see what happened. If you ever have a question, you're welcome to ask it here in the forums either by finding a similar thread that matches your question or starting a new thread. Additionally, you can always connect with our Support team through the link above and share your files with them if you need them to look at a specific error or problem. If there is anything I can help you with, please let me know.
The same exact thing happened to me that happened to Marcia above. I tried the instructions you provided here and I get an error message that says.... "The following error occurred on the file C:\Program Files (x86)\Common Files\Articulate\Characters\Photographic\Bria95dd.rra.
Access is denied (0x5)"
Please help, I need the character bundle back! Thanks!
Similar problem here - I had to have my laptop rebuilt recently. I was able to re-install Storyline by downloading the trial version and entering my serial number, but I also need the installer for the free Character Bundle that was included when we originally purchased the main product.
I have my serial number for the character bundle, but just need the installer again. The instructions you point to above talk about getting this via a link from the original email, but I don;t have that email message anymore. Can you provide the link for this download, please?
I know this is an older post, but I was having the same problem myself. If installing the pack as administrator doesn't work, try right-clicking on the file and 'Run with Elevated Privileges'. It worked for me :-)
Thanks Carlos for sharing that here - I'm not sure that I've seen "elevated privileges" before. Could you tell us what instance of Windows you're running? Perhaps that's a particular setting in your Windows environment?
I'm running Windows 7 Pro SP1. It only shows up for .exe files as far as I can tell. It may have something to do with UAC settings in Windows, I'm not sure.
Thanks Carlos - I suspect it's in UAC setting as well, but that'll be helpful for others who come across this thread and are looking for additional ideas on how to resolve it.
Hi! I got a new computer and had to reinstall Storyline and my Character bundle as well. Even though I used the same link that I originally purchased, I noticed the characters have changed. How do I get my previous characters back?
Could you share a bit more about what you mean in terms of them changing? If you used the same link you should be accessing the same set of characters.
I used to have Rosie and Jeremy. Don't remember the rest of their names. Now I have Ron, Brian, Christian, Christy, Nicole, Nicky, Rhonda, Dave - That bundle.
It sounds like it may be best to work directly with our Support engineers on this so that we can check what link you used and have previously purchased. Please reach out to them here.
I am getting the following "The following error occurred on the file C:\Program Files (x86)\Common Files\Articulate\Characters\Photographic\Bria95dd.rra. Access is denied (0x5)"
We have tried adding the software by both the zip file and the download. We also get the following error "The installed version of the application couldn't be determined. The setup will now terminate"
18 Replies
Hi Marcia,
I wanted to point you to the directions here on how to install a Character pack, and you'll also need to have access to the serial number for the character pack (it's different than your Storyline serial activation). If you're unable to find it, you can connect with our Support team who can help you with that and any other troubleshooting.
Who do you send your questions/requests to that you get a response? I sent a question over a month ago and no one has responded. Thank you.
Hi Toni,
Sorry to hear that you haven't heard back from anyone - did you submit a Support case through this link? If so, do you have a case number and I could follow up that way and see what happened. If you ever have a question, you're welcome to ask it here in the forums either by finding a similar thread that matches your question or starting a new thread. Additionally, you can always connect with our Support team through the link above and share your files with them if you need them to look at a specific error or problem. If there is anything I can help you with, please let me know.
Oh, and welcome to Heroes!
The same exact thing happened to me that happened to Marcia above. I tried the instructions you provided here and I get an error message that says.... "The following error occurred on the file C:\Program Files (x86)\Common Files\Articulate\Characters\Photographic\Bria95dd.rra.
Access is denied (0x5)"
Please help, I need the character bundle back! Thanks!
Hi Leslie,
Can you try repairing your installation of Storyline and then reinstalling the Character Pack?
Similar problem here - I had to have my laptop rebuilt recently. I was able to re-install Storyline by downloading the trial version and entering my serial number, but I also need the installer for the free Character Bundle that was included when we originally purchased the main product.
I have my serial number for the character bundle, but just need the installer again. The instructions you point to above talk about getting this via a link from the original email, but I don;t have that email message anymore. Can you provide the link for this download, please?
Hi Ian,
Can you connect with our Support team? They'll be able to help you out with the character pack and confirm your serial number if needed.
I know this is an older post, but I was having the same problem myself. If installing the pack as administrator doesn't work, try right-clicking on the file and 'Run with Elevated Privileges'. It worked for me :-)
Thanks Carlos for sharing that here - I'm not sure that I've seen "elevated privileges" before. Could you tell us what instance of Windows you're running? Perhaps that's a particular setting in your Windows environment?
I'm running Windows 7 Pro SP1. It only shows up for .exe files as far as I can tell. It may have something to do with UAC settings in Windows, I'm not sure.
Thanks Carlos - I suspect it's in UAC setting as well, but that'll be helpful for others who come across this thread and are looking for additional ideas on how to resolve it.
Hi! I got a new computer and had to reinstall Storyline and my Character bundle as well. Even though I used the same link that I originally purchased, I noticed the characters have changed. How do I get my previous characters back?
Hi Tyler,
Could you share a bit more about what you mean in terms of them changing? If you used the same link you should be accessing the same set of characters.
I used to have Rosie and Jeremy. Don't remember the rest of their names. Now I have Ron, Brian, Christian, Christy, Nicole, Nicky, Rhonda, Dave - That bundle.
Hi Tyler,
It sounds like it may be best to work directly with our Support engineers on this so that we can check what link you used and have previously purchased. Please reach out to them here.
Thank you!
I am getting the following "The following error occurred on the file C:\Program Files (x86)\Common Files\Articulate\Characters\Photographic\Bria95dd.rra.
Access is denied (0x5)"
We have tried adding the software by both the zip file and the download. We also get the following error "The installed version of the application couldn't be determined. The setup will now terminate"
Is there any other way for myself to install it?
Hi Kendra,
Thanks for reaching out here - do you have admin rights to install software?
It may be easier to work with our support engineers to determine what is happening on your system.
This discussion is closed. You can start a new discussion or contact Articulate Support.