Install/Update Issue

Mar 14, 2018

Julie Nixon
By Julie Nixon

Hello Everyone!

Not sure if anyone can offer some ideas but I'm at wits end dealing with my IT Help Desk so I'm turning to all of you wonderful people!

I've been using Articulate 360 since June 2017.  I managed to install it back then and perform updates without having administrative rights to my computer.  

Fast forward to end of February when I got an upgraded computer.  First hint that something was amiss was that I couldn't reinstall Articulate without being an admin so the help desk came up and installed it for me.  First update comes out after the install and I also can't update it.  It says I need to be an admin to do the update.  They have to come back up to do the update.

I CAN install and update other software programs just not any of the Ariculate 360 programs.  I've checked with other people and they can perform the updates without administrative rights - and some of them have new computers BUT a different model.  I am the first person to get the new super-duper laptop.  So I'm not sure if there is something about the image they are using to set up the new model that is preventing the install and update?  

I know I'm grasping at straws.  But their solution as of now is they want to come up and do something that will disable updates and I can just call them once some updates have stacked up and they will uninstall and reinstall everything.  I don't think that is a "solution".

So not sure if others have any ideas or thoughts on what else I can try or ask the help desk to try.

Thanks!

3 Replies
Alyssa Gomez
6 years ago03/15/18 at 7:30 pm (UTC)

Hey Julie! 

Yay for a new computer! 🎉 That's always exciting, but working out those initial kinks is never fun.

You will need administrative privileges to install Articulate 360 software on your computer. There are a few other reasons why you might run into issues updating the apps, but not having admin rights is a common one. 

If you'd like our team to take a closer look at your computer's set-up, we'd be happy to help. Just reach out to us here. 

Christopher Becker
4 years ago01/29/20 at 8:41 pm (UTC)

I also started using a new computer late last year for which the transition went smoothly. I have been successfully working with 360 for a couple years now. The biggest challenge has been updates required by an admin, IT Support (our admin) in our ultra secure workplace always struggles with each iteration of updates. Starting this year my login credentials were no longer recognized. When attempting a password reset, I am directed to a page that says it's time to update the Articulate 360 Desktop App first with a here's how link. I know I am not an admin so I do not click the link. I have been bugging our internal support for a couple weeks now. Support now wants to uninstall/reinstall but I asked them to wait as it might not be the right solution. Would an uninstall/reinstall work and allow me to execute a password reset? Or would I be caught in a loop between software updates and password resets? I am one of a handful of users, but the only one having this trouble. Any help would be most appreciated.

Ashley Terwilliger-Pollard
4 years ago01/29/20 at 10:06 pm (UTC)

Hi Christopher, 

We made improvements to the Articulate 360 sign-in experience at the beginning of December. As a result, older versions of the Articulate 360 desktop app have expired. You’ll need to update your Articulate 360 desktop app and then you'll be able to sign back in as normal.

So instead of uninstalling/reinstalling, you'll want to instruct your IT team to download and install the latest version of the desktop app here: https://360.articulate.com/downloads

After updating the desktop app, you can sign back in and continue working as usual. If you forgot your password, you can reset it here: https://id.articulate.com/signin/forgot-password

You'll only need to update the Articulate 360 desktop app to continue working. We recommend updating your authoring apps too, but it’s not required. So you can still use older versions of Storyline 360, Studio 360, Replay 360, and Peek 360.

Also, if it would help your IT team with more regular deployment of updates, we have information us using our MSI installers and Enterprise Deployment Guide (PDF) for silent installation here.

Let me know if you need anything else! 

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