Problems updating Articulate 360

Hi Matthew,

Thanks for the information, unfortunately, I am still having the same problem. The Articulate 360 installer will not complete installation.

Dave

Hi there Dave,

Really sorry you're getting stuck in installation. We want to help you get this sorted out right away, so I've opened a case on your behalf (#01308227). One of our engineers will reach out to you shortly.

In the meantime, try the recommendations in this article. Let me know if that helps you!

Thanks Alyssa.

Hi Alyssa,

I have been in touch with the support guys, unfortunately, their recommendations were unsuccessful. I am waiting for further information from them. I hope to get this resolved asap, as I have project updates to deliver in the next couple of days.

Dave

Hi Dave,

It looks like you're still working with Robert and he sent you some additional info this morning. 

Hi Ashley and Alyssa,

The information that Robert sent me did the trick! I have now been able to install all of the products I need. Many thanks to you and your support guys!

Dave

So happy to hear that, Dave! Thanks for the update. 😀

Could someone please share with me what information Robert sent? We just started running Windows 10 and after attempting an update, our team keeps getting notifications that the update failed. We've reached out to Articulate support and they told us to re-start. My manager just reached out again, but if someone here knows the fix, that would be great. Thank you!

Hi there, Mary!  It looks like Robert asked Dave to make sure that the necessary ports were open, as listed in this article.

He went on to give some pretty specific steps, including running a cleanup file and reinstalling Microsoft Visual C++.  I didn't see a case with your email.  If it's your manager who opened the case, have them reply with the results of trying our recommendations.  We're always happy to escalate a case or keep chipping away until we can find the trick!

Thank you for your prompt response, Crystal! I'll follow up with your suggestions. Really appreciate your followup!

I am having problems installing the latest update (9/30/19)  for Articulate Rise 360. See the attached image. Can you help?

Hi Joy,

So sorry to hear you're running into issues for the latest update, and great call to open a support case. It looks like my teammate, Ronaziel, has reached out with some steps to take to ensure you're able to update on a clean slate. 

Keep at it with her and let her know if the steps helped!

I am having the same issue. Update runs but no end in sight

Hi Heinrich!

Happy to help! First, I would look into the network endpoints. These domains need to be allowed, which might be the reason for the incomplete update.

Are you receiving an error message at any point?

Sorry, this has been such a hassle but we'll be right here to continue troubleshooting!

I have been using Articulate for over a year with no problems. Yesterday evening, my laptop announced that there was an update available. I set it running. Then something (unrelated to Articulate, I believe) caused my laptop to suddenly restart while the update was running. I got a repeated, very lengthy error page which was hard to get rid of. I couldn't get Articulate to do anything.

Eventually I uninstalled everything related to Articulate and started from scratch, downloading the install file and running it. Now, I get the same as the original post. I've never had to whitelist or unblock ports for it before (though I've now tried that, to no avail). Whatever I do, it just gets stuck at the end and won't do anything.

Can anyone help?

Hi Nicki,

Oh no, sorry to hear that! This looks like a unique situation that may require some digging, so I'm glad you reached out to our support team and have a meeting set up with my teammate, Peter.

You're in great hands!

I'm having the same problem with Dave (installation didn't finish).I tried to read all your recommendations, but it can't still work. Would you make it in detail how to allow those domains which you referred above ? I look forward to your reply.

Hello Hung, and welcome to E-Learning Heroes. 😊

Absolutely, you can see the full list via the link Crystal shared above, and I'll include it below:

Articulate 360 Network Endpoints

If you're still running into an issue, please reach out to our support team directly to get 1:1 help to get up and running.