Install Failed (ERROR 80070643)
May 02, 2016
Hi everyone,
I am getting an Install Failed message when trying to install storyline 2 on my Dell Laptop. (Windows 10 64 bit) I get the message:
Install Failed
The storyline installation folder contents appear to have been moved, renamed or deleted. ERROR 80070643
The bar becomes full and all files are copied to the program files (x86) folder and an icon is created on the desktop. But then suddenly all of it disappears (the folder and the icon) and it gives the error message.
I have tried some things suggested in previous threads including:
1. Installing the Zip version / EXE versions. Both give the same errors.
2. Going back to recovery save point and starting again. Same error.
3. Installing the program on another laptop and copying the program file to this laptop. Running the file does nothing. Installing Storyline again with that folder still gives the error message.
4. copying temp files that were suggested. but those too disappear.
Any and all help is really appreciated.
40 Replies
Hi Fazal!
I'd advise you to reach out to our support team here. They should be able to share some instructions with you and check install logs to best assist.
Thank you very much. I'll do that right now. Will update here when successful!
Thanks Fazal!
I see where you reached out to our team (00784914) and that Robert is assisting you. I will follow along as well.
Thanks Leslie. Appreciate your help.
Regards
Hi Fazal!
I popped in to check on your case and it looks like you may be continuing to work with Robert. Be sure to let him know how the latest went and I will continue to follow along as well.
Thanks Leslie for following up. Appreciate your support!
Regards,
Fazal Qadir Khan
Hi,
Wondering if this was resolved?
I'm having the exact same problem and none of the steps I've found seem to fix the issue. Despite uninstalling Storyline 2 I still see it in the list of apps in the system menu on the machine. If I click uninstall, however, it just tries to install the program again and I get the same error.
Thanks in advance for your help!
Hey Jodie,
You'll want to connect with our Support Engineers here as the issues and solutions haven't been consistent for each users, so they'll work with you directly.
Thank you Ashley. I have submitted a request Case # 00836343.
Thanks for the update Jodie! You should be hearing from someone soon and I'll be happy to follow along as well.
Hi Jodie
Sorry for the late reply, I was away on holidays and not checking emails.
I was not able to fix the installation problem. There was some problem with
my system, it was an old Dell XPS and I got rid of it.
I am able to run SL2 just fine on my new system.
The e-Learning heroes team is very competent and will help you out with
your problem and I can see they are already in touch with you.
Best of luck !
Regards,
Fazal Qadir Khan
Thanks for popping in with your update Fazal :) Looks like Jodie is currently working with Victor, so hopefully she will be good to go soon.
Just popped in to check on Jodie's case this morning and it looks like she hit a similar roadblock, but was able to successfully install on another system in order to meet her deadline requirements.
I am having the same issue trying to install Articulate 360. Aside from having to get a new system or use another computer, is there a fix or a known cause to this problem? Any help would be appreciated.
Hi Mike,
What version of Windows are you using? We've seen this happen for a few users and they had to go and manually download the Windows updates for their system and then try and install Articulate 360 again. If that doesn't work for you, can you reach out to our Support team here.
I'm using Windows 10 with the latest updates. I was able to get the app to install after I changed the downloaded exe file name from articulate-360-stable-release-1-0-9239-0.exe to articulate360.exe but now when I try and install the individual apps from 360 I get another install error.
Hi Mike,
I talked to one of my Desktop engineers about this - what error are you seeing now? The error with the Microsoft Visual C++ 2015 package is only expected to occur on OS versions other than Windows 10 - so if you're on Windows 10 it should be a different error message and we'll want to get that in the hands of our Support Engineers.
Thanks Ashley for working with me on this. I don't get a specific error. The screenshot attached is what I get when I try and install any of the apps. Not much to go on. I've tried running 360 as admin with the same result.
One other thing not related to the issue. When I click on the learn more link in the error message I get a 404 error: Page Not Found.
Hi Mike,
Thanks for that info - I'm going to have one of our Desktop engineers reach out to you directly, his name is James and you should hear from him shortly.
I am running into this very exact error. I was able to install Peek, but Replay and Storyline 360 give me an error with a 404 not found when I try to learn more. I opened a ticket with support using the error codes but haven't heard back yet. Also on Windows 10. I will try and do a manual windows update while waiting.
Hi Joshua!
I'm not seeing a support case for you. If you sent in the error report in the pop up, this goes to our development team and is not user specific for us to follow up. If you wish to work directly with our support engineers, you can do so here.
Jus let us know what you find post-update.
I was able to work with one of the support staff and this is what he concluded. After I made the change to the audio settings I was able to install with no further issues. After I completed the install I returned the settings back to normal. Here is the instructions from James of the support team. I am also including a screen shot of what to look for in your audio settings.
Michael, I did a little more research and it looks like your problem with User Account Control could be due to a bad audio codec on your system.
I think you could verify by turning off the audio for User Account Control and then trying to install our software again.
You will want to set the sound to none like in this image.
Do you want to try that? I am happy to get together to troubleshoot with you view screen sharing as well.
James
Thanks Mike for sharing that information here that James sent you. Joshua, if you're reaching out to our Support Engineers please feel free to let us know the case number and then we can follow along with the case to share here as well.
Anecdotal Experience:
I've also had some minor issues installing Articulate 360 on systems that were slower in terms of their processing speed, or had slower-speed Internet connections.
These problems almost always uniformly went away when:
1. Any one of Processor/RAM/HD capabilities were upgraded.
2. Internet Connection speed was increased/improved.
-Mark