25 Replies
Robert Kennedy

Hi Carson,

Simply make sure that you have the proper version of Office installed again.  Then download the products in the Downloads area.  If you have your serial/activation keys, simply insert them when it asks you to.  It should be straight forward.  Let us know if you run into any issues.

RK

Justin Wilcox

Hi Gordon. Did you use an activation code we previously sent to you or a new activation code? Every time you activate the software you do need to get a new activation code if you are doing it manually. Here's how:

http://www.articulate.com/support/presenter09/?p=156

The activation code is tied to the machine code so if your machine code does not remain the same, take a look at this article:

http://www.articulate.com/support/presenter09/kb/?p=2677

Gordon Ledbetter

I used the codes from the email I got when first signing up.  I'm certain I used them before when I changed computers. All I had to do was uninstall from the old, reinstall on the new then use the code from the email.  I did that same process this time but it's telling me the codes are not valid. Is there a limit to how many times a person can change computers.

Justin Wilcox

Hi Gordon. It is not technically possible to use the same activation codes on more than one computer. We would never allow that and our activation server expressly forbids it. Please re-read my post above and try to manually activate the software by following the exact steps in this article:

http://www.articulate.com/support/presenter09/?p=156

Gordon Ledbetter

Well .. now I'm totally confused .. the only numbers in the email were identified as "serial numbers" but according to the instructions in the email,  to " Activate Now"  I copied and pasted the serial number, so doesn't  that make the serial number an activation code.  I have copied those instructions from  that email. see below: If the serial number is not an activation code then where do I find the activation code?

Activate the trial software:
1. For each Studio ’09 Pro product listed above, double-click the icon on your desktop.
2. Click the “Activate Now” button on the Activation dialog box.
3. Copy and paste the corresponding serial number (above) and click “Activate.”

Gordon Ledbetter

I followed your instructions to attempt manual install.  Step 3 on Page 3 of your instructions shows a pop up that reads "We are unable to contact our activation server. Please try manual activation" .. but after I do steps 1 and 2, the pop up I get reads "The serial number you entered is invalid. Please enter a valid serial number and try again".   and choosong OK just takes me back to the entry field for a serial number.  Is there another way I can send an email request for an activation code.

Justin Wilcox

Hi Gordon,

Can you see if the steps outlined here resolve your issue:

http://www.articulate.com/support/presenter09/kb/?p=269

The last step is really important which is to disconnect from the internet to perform a manual activation.

If that doesn't resolve your issue, please follow the steps here to send us your fireball.log:

http://www.articulate.com/support/presenter09/kb/?p=2683

Please let me know what the case number is that is created if you do send us the fireball log so I can review the file.

Gordon Ledbetter

Please re-read my posts .. I'm not able to access any window for  manual activation .. I'm not trying to install Articulate on more than one computer .. I completely uninstalled it from my old one BEFORE attempting to install on the new one.  I 'm not understanding what good disconnecting from the internet will do when I can't access any screen that allows me to do a manual install (??) I have tried a copy and paste of the serial numbers from the original email .. I've tried entering them every way I can think of and still it tells me they are invalid .. with no option to do a manual install.  In desperation, I tried re-installing Articulate on my old computer and I'm getting the "invalid" message there now, too. If you need to pass this on to another tech, please do so, I'm dead in the water until I can get Articulate installed.

Justin Wilcox

The reason you cannot get to a manual activation screen is because you are connected to the internet and you are receiving an invalid serial number message for some reason from our activation server. Can you please try disconnecting the computer from the internet and performing a manual activation. Here's how:

http://www.articulate.com/support/presenter09/?p=156

That should resolve your issue. If that doesn't resolve your issue, please follow the steps here to send us your fireball.log:

http://www.articulate.com/support/presenter09/kb/?p=2683

Please let me know what the case number is that is created if you do send us the fireball log so I can review the file.

Gordon Ledbetter

Here's something else that came to mind that may be affecting my install issue.  After reading further I found a post that said to go into each menu (engage, quizmaker, etc) and "deactivate" ... I did not do that ... I went to add/remove programs and deleted all of them from my old computer.  I was not aware of any "menu" where I could deactivate.  Is the fact that I did not deactivate the reason I can't reinstall the software. If so, please let me know if there's a work around or I can deactivate some other way .. thanks again.

Justin Wilcox

Hi Gordon. Uninstalling the software will actually deactivate the software so you should be fine on that front and have an available activation. Can you please let me know if the steps I provided above help you out? If they don't, please make sure you send us your fireball log file so we can review what is happening with the activation process.

Gordon Ledbetter

Yes things seem to be displaying properly now so it must have been a server issue.  ONE MORE thing ..  the message that pops up now is that we've exceeded the number of uses for the serial number (even though the old computer uninstalled the suite) and I selected the option to send the serial number and new manchine code to Articulate support for a new code.  BUT .. we use Lotus Notes here and the email address for Articulate support did not copy to Lotus Notes .. that said .. what is the email address the request needs to go to get the new code.

Dan Crowe

I have a replacement PC onto which I need to install Articulate Studio 09; I have not done so yet, but I do understand that

step 1 is on the old hardware to deactivate the software from each of the pieces of the suite (Presenter, Quizmaker, Engage, Video Encoder).  If I understand correctly, this will make it unnecessary to uninstall.  Yes or No?

Step 2 would logically be to download and install the software on the new hardware.  Correct?

I have read this string in an attempt to figure what the following necessary steps are, but the apparent server/ technical glitches encountered by Gordon have kind of muddied the waters, and it has made me wonder just what I need in order to accomplish a successful transfer of the Studio 09 software from old hardware on to a new PC.  I have some numbers for each of the pieces of the suite (Presenter, Quizmaker, Engage, Video Encoder) documented in a spreadsheet, presumably serial numbers, but the purchase was over 2 years ago, so I don't know whether they are serial numbers or activation codes.  Should I anticipate the need to do a manual activation, or does the process typically complete automatically?

John Luttrell

Hi,

Having some similar issues to the ones listed above. I uninstalled Articulate Studio 09, which had a single serial number. I installed studio on a new machine and used the serial number to activate presenter, when prompted. When prompted to activate Engage and Quizmaker, it would not accept the single serial number I have. Now Engage and Quizmaker won't run...

Any assistance is greatly appreciated!

John

Justin Wilcox

Katherine Herbert said:

I am having the same problems as John and Dan - so do you mean I need to follow the troubleshooting of manually activating? This is a great inconvenience as I am self-employed and this is my main tool for getting paid, and now I cannot use articulate presenter or quizmaker?????


Hi Katherine,

If you need help activating your software, please submit a case with your serial numbers and we'll help you out.

Katherine Herbert

Hi John and Justin,

Microway (Articulate Agents) here assisted me with my codes - I had to not only uninstall all things Articulate - I had to move some of my powerpoint presentations (which had articulate features already incorporated into presentations) into an external drive, so my laptop would think that Articulate never existed. Then I reinstalled and used my serial numbers. I am never updating or having my laptop rebuilt ever again!

Thanks,
Kath