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.
Sorry to hear that you are having difficulty. I have seen some others users reporthere, but no one filed a case with support for us to investigate, so thank you for doing so.
I have submitted a case and we are on day 3 with no one helping me. It's frustrating when this is a costly software and I can't get it upgraded for deadlines I have.
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 Support@articulate.com.
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.
yeah that is the link I've tried on two different computers (i'm licensed on two) and yes it downloads and when I run it fails and I've sent in the fail message and it gives no reason it failed and/or steps to help fix it.
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.
I checked in on your case today, and see that you let Miker know it was ok to close your case. I hope everything is back to working as normal and if you need anything else in regards to this issues, please feel free to let us know here or reply to the last email from Miker.
8 Replies
Hi Shella!
Sorry to hear that you are having difficulty. I have seen some others users reporthere, but no one filed a case with support for us to investigate, so thank you for doing so.
I have submitted a case and we are on day 3 with no one helping me. It's frustrating when this is a costly software and I can't get it upgraded for deadlines I have.
Hi Shella! I understand. We have shared this information with the support team and consolidated your cases.
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 Support@articulate.com.
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.
yeah that is the link I've tried on two different computers (i'm licensed on two) and yes it downloads and when I run it fails and I've sent in the fail message and it gives no reason it failed and/or steps to help fix it.
oh and I did download using the button and it failed and i also downloaded the zip file and it also failed...which i put in the emails.
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.
Hi Shella,
I checked in on your case today, and see that you let Miker know it was ok to close your case. I hope everything is back to working as normal and if you need anything else in regards to this issues, please feel free to let us know here or reply to the last email from Miker.
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