Unable to Install - Windows 10

Installer initiates and begins to download Storyline 360.  I have verified that these files are going into %appdata% and all permissions to the install folder have been granted (I should not have to check this, but thought it may be worth a shot).  The install seemingly completes, but I am left with an "Install" button instead of any way to execute/run the application.  Upon clicking "Install" again, the install app quickly shows an installation status and then goes back to "Install".  I have enabled error logging within the installer, and I am seeing the following:

[5:00:49] Download failed: https://cdn.articulate.com/content-pass/uploads/acz0NHcGUGmXyOtO/headshot.png v1; Access to the path is denied.

[5:00:30] Sync failed: ; Access to the path is denied.
[5:00:27] Download failed: https://cdn.articulate.com/content-pass/uploads/acz0NHcGUGmXyOtO/headshot.png v1; Access to the path is denied.
[4:48:30] Sync failed: ; Access to the path is denied.
[4:33:39] Download failed: https://api.articulate.com/products/141f1fc5-8c10-49bd-b776-c4b9bcb42df6/download v2; Unable to read data from the transport connection: The connection was closed.
[4:33:39] Download failed: https://api.articulate.com/products/141f1fc5-8c10-49bd-b776-c4b9bcb42df6/download v2; Unable to read data from the transport connection: The connection was closed.
[4:31:30] Download failed: https://cdn.articulate.com/content-pass/uploads/acz0NHcGUGmXyOtO/headshot.png v1; Access to the path is denied.
[4:22:40] Download failed: https://cdn.articulate.com/content-pass/uploads/acz0NHcGUGmXyOtO/headshot.png v1; Access to the path is denied.

How is access to this path being denied?  I can even pull it up in a web browser.

I have never, ever encountered software that would begin installing and then just silently fail without reporting ANYTHING.  Even independent software developers put together better installers than this, in ALL of the offerings I have ever used.  If the installer is this bad, the software itself must be a real treat.

9 Replies
Ashley Terwilliger

Hi Steve,

I'm sorry for the trouble you've run into - as that's definitely not expected, nor the experience we'd want you to start with.

I went ahead and opened a Support case for you so that you can work one on one with our Engineers to figure out what the issue is. You'll see a confirmation of that shortly and feel free to respond to that email if you have other details to share. They'll be in touch with any next steps or additional questions. 

Andy Gibson

Is there a fix for this. I am getting similar message. Whenever I click on install, the download fails.

[13:01:52] Download failed: https://api.articulate.com/products/2fdde963-33b7-4da7-ad2d-545829c85175/download v2; Unable to read data from the transport connection: An existing connection was forcibly closed by the remote host. An existing connection was forcibly closed by the remote host

 

Leslie McKerchie

Hi Andy,

Thanks for reaching out and sharing that you're running into a similar issue. I was able to take a look at the support cases for the others in this conversation and it looks like all of them were a bit different, so I do not have a standard fix to share with you.

I've opened up a support case on your behalf to work directly with one of our support engineers as well and you should be hearing from someone soon.