Problems with starting the articulate 360 desktop apps

Did you find out what the problem is? I am experiencing the same.

Thanks!

Hey Angela!

I'm so sorry you're hitting this roadblock. I'm not sure if Boris's issue was completely resolved from the troubleshooting advice sent to him from our Support Engineers. If he's still subscribed here, he may be able to chime in to confirm that.

In the meantime, I'd like to connect you with our Support Engineers to help investigate this with you directly. First, I have a few questions to make sure our Support Engineers have all the details here:

1. Can you share a screenshot of the error message you're seeing?
2. Did this just start happening, or have you encountered this the whole time you've had Articulate 360 installed?
3. What version of Windows are you running?

Let me know! ☺️

Hi,

So good to hear from you!

I was unable to open any 360 file from my Dropbox or via the desktop app. This problem only started today. I then uninstalled and reinstalled 360. I got this message. I work on a PC and am running Windows 10.

Do let me know if you need any more info.

Thanks so much,

Angela

[cid:f3834f0d-b29e-4d2e-8d3a-dfdfdc5807d5]

Hey Angela,

Thanks so much for those details! I've opened your case (#01090177) and I'll be following along with it. One of our Support Engineers will be reaching out to you soon, so keep an eye out for support@articulate.com in your inbox! 

Also, it doesn't look like your screenshot made it to the thread. Attachments won't carry over to threads via email, but no worries! Click here to send it right in to your support case.

Thanks again! 

Is there a resolution for this issue?  I am also experiencing an error on startup (or on launching the 360 Desktop app manually) that reads " Articulate 360 Desktop App has stopped working - A problem has caused the program to stop working correctly. Please close the program."

My colleagues do not encounter this issue (also running Windows 7 on the same hardware) ..so it must be a conflict with a setting or something unique to my system...don't know where to start.

Help & thanks

Hi there Ben, I'm glad you reached out! We want to get you back up and running as soon as possible.

These troubleshooting steps are a great place to start. Give it a try, and let me know if that solves it!

Thanks for the tips. I tried these with no resolution.

Ben

Hi Ben,

Thanks for testing those troubleshooting steps first. I'm going to start a Support case for you so that our team can take a look at your system and settings. Keep your eyes out for an email from Support@articulate.com.

Also, looks like your email signature came through when you replied via email! No worries, this Peek video will show you how to remove it if you don't want it in the public forums. 

Hi Ben,

I actually found an older case you had for the same exact issue - and I see that my colleague Jonathan sent you some info. I'm going to have him reach out again - let me know if you never got the original email from Support@articulate.com. 

Hi I am also having this same issue when selecting the articulate 360 icon. What is the solution?

Hi Brandon,

It looks like you're still on a trial of Articulate 360? Are you unable to download the apps from our website or once downloaded they won't launch? 

Can you check that the computer you're on meets the requirements here? 

Hi Ben,

It looks like you're mostly up and running now, but having some difficulty with Peek installing? Jonathan will help with some next steps shortly! 

Yes. For anyone curious the issue seemed to be related to cleaning up the registry in windows...pseudo techy stuff. The instructions provided were very clear and easy to follow. Great support from Jonathan (and the Articulate team in general).  Thanks.

Thanks Ben - and I passed along the feedback to Jonathan too. 🙌 

Hello, I'm having a similar problem - all recommended troubleshooting has been tried to no avail. Trying to open Articulate 360 desktop app, the process runs for about a second and then dies. No error is being produced. I've created a thread about this here. What are the registry entries that need clearing out? Thanks.

Hi Greg!

Since you've already done the troubleshooting, I'm opening a support case on your behalf and will share the troubleshooting that we shared with Ben so that you can take a look and continue assisting you.

Be on the lookout for an e-mail :)

I'm also having this problem. I've uninstalled and reinstalled Articulate 360 but it won't launch. I can launch the individual programs (e.g., Rise, Storyline) but not the desktop app.

Hey Susan,

So sorry that's happening- I'm happy to help! I have a few questions to get started:

1. What happens when you try to launch the desktop app? Are you receiving an error message?
2. What version of Windows are you running?
3. Have you tried running through the steps outlined here yet? If not, that's a great place to start! 

Keep me posted ☺️

I'm having the same problem. I can't open articulate using the desktop icon. (it has a gray "x" on the icon) I can't open by searching either. Would someone mind posting the steps to resolution?

Hi Sarah, sorry you're getting hung up! What version of Storyline are you using? These steps should help to get you un-stuck. Let me know if that's helpful!

Hi,  We're having a similar issue when launching Storyline 360.  It gets stuck on the "Adding views" section and will stop responding completely (see attached screenshot).  We're using a Dell Laptop with Windows 10. Can someone help us out? - Thanks in advance!

Hi Roesel and welcome to E-Learning Heroes :)

Thanks for reaching out and letting us know what you're seeing.

Have you taken a look at the information that Alyssa shared above?

One of the keys being administrative privileges based on my personal experience :)

Let us know if that helps or if you need some further assistance.

Worst Desktop App ever.. why did you need to link Storyline and this stupid App, which never works after every update... It's so frustrating... I've hit a roadblock for 2 weeks.. working with the support team with no resolution... I might throw my system away in anger... Do you never have a solution for this issue that has been occurring for more than 2 years now for god's sake..

Case #02118105: [ ref:_00D30Txo._500f31ONW1M:ref ]

Hi Jerine,

I do appreciate you letting us know that this has been such a roadblock for you. I see where your support case has been escalated to one of our senior support engineers so you should be hearing from him soon.