I'm sorry that you have come across some issues in reinstalling the Articulate 360 app. If you are using windows environment, kindly check if the app isn't listed in your installed app by going to Control Panel > Programs > Programs and Features. If it's still listed, try to uninstall it fully and do a reboot, then reinstall.
If you're using a Mac, click here to learn about installing Articulate apps in a Windows virtual environment.
And you may also need to add these websites to your allow list to access all the resources included with your Articulate 360 subscription..
By the way I wanna share the minimum system requirements for the app to work flawlessly on your computer.
Thanks for contacting us and sharing what you are experiencing when installing the software.
It sounds like there may be something lingering from your last install, so I've opened up a support case on your behalf. You should be hearing from one of our support engineers soon.
I'd like our team to work with you directly to determine what is interfering with the install. You can reach our Support Engineers in a support case. It would also be helpful if you could provide a screenshot if you see an error message.
Thanks for sharing the screenshot. Many factors could be causing this error. Our Support Engineers are experts when it comes to solving installation issues. Their team can be reached in a support case.
Welcome to the community, and great call opening a support case. I see my teammate Fannie emailed follow-up steps to try. Let us know if the troubleshooting steps take care of the issue!
Great call on connecting with our support team, Daniel! I see my teammate Ronaziel was able to help, but I wanted to quickly pop in here to welcome you to E-Learning Heroes 😊
Don't hesitate to reach out if you need anything else!
I've just downloaded my free trial after having a subscription through my previous company. All instances of Articulate had been deleted prior to me attempting to download the desktop apps again. If this many people have the same problem, why are you not just posting the solution here? I'm going to waste what little time I have to work with your products on trying to install the program.
I'm so sorry to hear you've run into trouble getting the Articulate 360 desktop apps installed on your machine!
I noticed you've already opened a support case and connected with my teammate Ronaziel. Smart move! You're in excellent hands working one-on-one with her!
We can continue this conversation in your support case to keep all information in one spot.
Unfortunately, Ronaziel has completely ghosted me. I haven't heard from
them in over 24 hours. The instructions they gave me did not work. I have
tried several times to fix it on my own and I'm still not able to sign in
and download Articulate apps.
At this point, Articulate has been downloaded onto my computer, but when I
attempt to sign in, I get "Couldn't Open Port" error message. (See attached
screenshot.)
Can you please assign my case to someone else or help me with this? I need
to be able to use this program as soon as possible, and I've already lost
several days from my free trial, waiting on someone to help me.
Since you're getting an issue related to the availability of ports, you'll want to make sure that the network you are currently connected to is properly configured to allow connections to Articulate's endpoints. Please ask your IT staff to add the following endpoints to your network configuration to fix the issue:
I don't have an IT department. I'm an individual user. So you're going to
need to give me those instructions yourself. I'm using Windows 10. If that
matters.
Thanks for letting us know the e-mails from our support engineers aren't being received. So sorry about that!
I see that Ronaziel reached out to you yesterday, Nov. 2nd at 6:10 P.M. (EST) to confirm your web conference session. Can you please check and confirm if the e-mail was accidentally diverted to a SPAM folder? In the meantime, I'll notify Ronaziel that you haven't been receiving the latest correspondence from her.
Thank you for your patience and I apologize if this has been slowing you down!
Hi,
The issue isn't that I didn't *receive* support emails. The issue was that
the support agent wasn't responding to my emails. I have nothing in my spam
folder or otherwise. After a day and a half, they reached out to me to
schedule a meeting for today.
Thanks so much for clarifying that. It looks like your case has been escalated to one of our Senior Support Engineers. You're in excellent hands and we appreciate your patience as we continue troubleshooting.
I haven't heard back and they were supposed to get back to me today. I
really need to get to work, so this issue is causing problems for me. Can
you speak to someone about giving me an update?
So sorry that you still haven't been receiving correspondence from our support engineers! I've just reached out to Wilbert who is handling your case. I notified him of the issue and asked him to contact you directly.
29 Replies
Hello Marcia,
I'm sorry that you have come across some issues in reinstalling the Articulate 360 app. If you are using windows environment, kindly check if the app isn't listed in your installed app by going to Control Panel > Programs > Programs and Features. If it's still listed, try to uninstall it fully and do a reboot, then reinstall.
If you're using a Mac, click here to learn about installing Articulate apps in a Windows virtual environment.
And you may also need to add these websites to your allow list to access all the resources included with your Articulate 360 subscription..
By the way I wanna share the minimum system requirements for the app to work flawlessly on your computer.
Hope this helps, Cheers!
Hi Marcia and welcome to E-Learning Heroes 😊
Thanks for contacting us and sharing what you are experiencing when installing the software.
It sounds like there may be something lingering from your last install, so I've opened up a support case on your behalf. You should be hearing from one of our support engineers soon.
Is there a way to expedite my case? I am working on a big project that is coming due. Thanks!
I can see that Rowie has reached out already to work with you directly :)
I have the exact same problem. What is the solution ?!
Hi Campus Virtual de Salud Pública!
I'd like our team to work with you directly to determine what is interfering with the install. You can reach our Support Engineers in a support case. It would also be helpful if you could provide a screenshot if you see an error message.
I have the same problem as Marcia. It says it is already installed but it is not. I had uninstalled it previously.
Thanks for sharing the screenshot. Many factors could be causing this error. Our Support Engineers are experts when it comes to solving installation issues. Their team can be reached in a support case.
I'm also having this issue is there a solution ?
Hi Gary,
I'm glad that you were able to contact our support team directly and I can see that Gerald was able to help you.
I am also having this issue.....says its installed but its not.
Sorry you're having this trouble, Daniel!
Welcome to the community, and great call opening a support case. I see my teammate Fannie emailed follow-up steps to try. Let us know if the troubleshooting steps take care of the issue!
I am having the same issue as above. I have followed the steps:
Great call on connecting with our support team, Daniel! I see my teammate Ronaziel was able to help, but I wanted to quickly pop in here to welcome you to E-Learning Heroes 😊
Don't hesitate to reach out if you need anything else!
I've just downloaded my free trial after having a subscription through my previous company. All instances of Articulate had been deleted prior to me attempting to download the desktop apps again. If this many people have the same problem, why are you not just posting the solution here? I'm going to waste what little time I have to work with your products on trying to install the program.
Hi Shain!
I'm so sorry to hear you've run into trouble getting the Articulate 360 desktop apps installed on your machine!
I noticed you've already opened a support case and connected with my teammate Ronaziel. Smart move! You're in excellent hands working one-on-one with her!
We can continue this conversation in your support case to keep all information in one spot.
Hi,
Unfortunately, Ronaziel has completely ghosted me. I haven't heard from
them in over 24 hours. The instructions they gave me did not work. I have
tried several times to fix it on my own and I'm still not able to sign in
and download Articulate apps.
At this point, Articulate has been downloaded onto my computer, but when I
attempt to sign in, I get "Couldn't Open Port" error message. (See attached
screenshot.)
Can you please assign my case to someone else or help me with this? I need
to be able to use this program as soon as possible, and I've already lost
several days from my free trial, waiting on someone to help me.
Thanks,
Hello Shain,
Happy to chime in while you wait for a response!
Since you're getting an issue related to the availability of ports, you'll want to make sure that the network you are currently connected to is properly configured to allow connections to Articulate's endpoints. Please ask your IT staff to add the following endpoints to your network configuration to fix the issue:
Afterwards, try signing in once again to see if you will now be able to do so.
I don't have an IT department. I'm an individual user. So you're going to
need to give me those instructions yourself. I'm using Windows 10. If that
matters.
Hi Shain!
Thanks for letting us know the e-mails from our support engineers aren't being received. So sorry about that!
I see that Ronaziel reached out to you yesterday, Nov. 2nd at 6:10 P.M. (EST) to confirm your web conference session. Can you please check and confirm if the e-mail was accidentally diverted to a SPAM folder? In the meantime, I'll notify Ronaziel that you haven't been receiving the latest correspondence from her.
Thank you for your patience and I apologize if this has been slowing you down!
Hi,
The issue isn't that I didn't *receive* support emails. The issue was that
the support agent wasn't responding to my emails. I have nothing in my spam
folder or otherwise. After a day and a half, they reached out to me to
schedule a meeting for today.
We're meeting in an hour.
Thanks,
Hi Shain,
Thanks so much for clarifying that. It looks like your case has been escalated to one of our Senior Support Engineers. You're in excellent hands and we appreciate your patience as we continue troubleshooting.
Hello,
I haven't heard back and they were supposed to get back to me today. I
really need to get to work, so this issue is causing problems for me. Can
you speak to someone about giving me an update?
Thanks,
Hi Shain!
Happy to jump in here!
So sorry that you still haven't been receiving correspondence from our support engineers! I've just reached out to Wilbert who is handling your case. I notified him of the issue and asked him to contact you directly.
Apologies if this has been slowing you down!
Hi! I am having a similar issue. I have uninstalled the app, restarted my laptop and then reinstalled. However, it is giving me the same trouble.
Would really appreciate your help in this regard.
Best,
Shafaq