3 Replies
Ashley Terwilliger

Hi Jennifer,

It should uninstall the previous update as a part of the install process - do you see an error message or it just freezes your system and you're unable to do anything further? 

Did you confirm that you're installing it locally with administrator privileges on your system? If so, and you're still running into difficulty I'd invite you to work with our Support engineers here.

Ashley Terwilliger

Hi Jennifer,

Thanks for sharing that error message. I reached out to my colleagues as it wasn't one I had seen before, so I have two suggestions to share. 

It seems that you're running into that error, as SL2 Update 7 would have been uninstalling while you were trying to install Update 9, but since you canceled you're not in a state where you can't uninstall update 7 as a cached package is missing. You could look to the Programs/Features folder to uninstall Update 7 manually - and then you'll want to download and install Update 9 again. 

The second option is to use a program such as Microsoft Fix it, available here: https://support.microsoft.com/en-us/mats/program_install_and_uninstall

1) Run the Microsoft Fix It solution to fix the Shell Extension issue.

2. Download a new copy of the Storyline 2 installer, and run the installation process as Administrator

Let me know if either of those work for you!