SL2 will not install

Oct 16, 2014

I have downloaded SL2 on both my computers to upgrade from SL1 to SL2 and neither will install. The download works, I run it to install and it fails. I am attaching one of the messages here; can someone give me guidance? I've sent in multiple requests for help but we are on day 3 and I have a deadline to meet and need this upgraded. I don't understand based on this message what to do next.

8 Replies
Ashley Terwilliger-Pollard

Hi Shella,

I see that you've opened three separate support cases, and that John and Miker replied to you and that Emily was also assisting you in thisthread. If you're not receiving our email replies, they're likely going to your junk/spam folder - and you'll want to look for information from

I do see that you replied, so I suspect the emails may be going through? In your recent reply to Miker and John you shared "My employer says they have purchased an upgrade to Storyline 2 for my license but I can't find the place to download my new software. (no not upgrading the trial.... i have a licensed copy)."

If your employer passed along the email confirmation you would download it from there. If not, you're welcome todownload Storyline 2 here- and although it may say trial at first, it's the full version of our software - which you will be prompted to activate with your serial number. If you don't have that, please connect with your employer who purchased your license upgrade.

As Leslie mentioned, we've consolidated the cases to ensure you're receiving the support you need, so please let us know if you need anything else.

Hope you have a great afternoon.

Ashley Terwilliger-Pollard

Hi Shella,

Thanks for the additional information and I see you're continuing to communicate with Miker as well who sent some additional instructions on how to pull the Windows event/crash logs so that we can take a deeper look at your system and what could be interfering with the installation of Storyline 2. I'll continue to follow along in your case, and at this point it'll be best to continue to work through this in the support case as Miker will be able to gather more information about your system and set up.

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