Paying for your software and not being able to use it!!! No response from support. Please help

Hi there,

I'm the IT rep here for the company and I'm trying to get this solved for our HR dept that needs to use your software, particularly Storyline. We are still unable to download this for 2 people in HR where the attached screenshots show what's happening.

We have gone through the necessary troubleshooting steps including disabling the antivirus but still unable to download it. Can you please advise as it is getting frustrating and have not heard back from 2 emails sent to your support. We are paying customers!



4 Replies
Leslie McKerchie

Oh no, Dave. I'm glad you reached out so that we can work with you on this.

I'm sorry to hear that you've not heard back from our support team. I took a peek under this account and I'm not seeing any correspondence to our team. Was this through one of your colleagues? It looks like I worked with Nicola here and opened up a support case with some troubleshooting steps, but I did not hear back to continue working with her. 

I can see that she's successfully signed in Dec 2nd and 3rd, so I'm curious if the issue may now be related to a new minimum version we've put in place.

  • Articulate 360 users must update their Articulate 360 desktop app to version 1.30.19783.0 or later. See the following article for details. 
  • This article explains the common reasons you may run into difficulty during installation.

I would recommend working directly with our support team if we need to dig deeper into this issue and you can reach out directly here.

David Martin

Hi Leslie,

I'm not able to submit a support case as my details can't be verified. I also can't submit the screenshots messages which show us what is happening (the ones we sent to you). This is getting frustrating and doesn't look well on your support for your software. Can we get this escalated please?