Forum Discussion

EchoHuang's avatar
EchoHuang
Community Member
6 months ago

Cannot open Articulate Storyline

Hi, my storyline has been acting weird lately.

Last week, I couldn't open a file that could be opened by the rest of my teammates. (https://smithu-team.monday.com/protected_static/1612356/resources/1340338841/codenames-inspired-game.story) I re-downloaded the software and still couldn't open it.

Today, I wanted to open a SL file, it popped up a message as "you need to sign in to ...." I clicked on Sign In and it showed "The parameter is incorrect." I tried to open the software solely and it showed "There was an error opening Articulate 360 Desktop App."

I re-started my laptop and came across the same issue, what can I do? 

FYI: I'm using a Macbook with Parallels Desktop to run SL.

storyline 360
  • EricSantos's avatar
    EricSantos
    Staff
    6 months ago

    Hello Echo,

    I'm sorry you've hit this snag when opening Articulate apps! Great idea to open a case as well. I see you've connected with my teammate, Chester, who suggested running a cleanup script before reinstalling all Articulate apps.

    Let's continue the conversation in your support case to keep all the information in one place, but I'm happy to assist further as needed!

  • EchoHuang's avatar
    EchoHuang
    Community Member
    6 months ago

    Hi Eric, thanks for following up with me. I think I got the email about how to solve the problem, but I couldn't find it now, could you please send it again? Thank you so much!

    • EricSantos's avatar
      EricSantos
      Staff
      6 months ago

      Hi Echo,

      Sorry about that! I'm happy to copy Chester's email below. Kindly check if the email is in your spam folder. Otherwise, I can request Chester to resend the email so you'll have something to reply to. But you can also reach them at articulate.support@articulate.com.

      Looking forward to your response.

      From: Articulate Support [articulate.support@articulate.com]

      Sent: 3/18/2024, 5:13 AM

      To: ehuang@nfsmithfe.com.hk

      Hi Echo,

      Thanks for contacting Articulate Support!

      I understand that you cannot launch Articulate 360, including Storyline 360. I'm sorry about that; Articulate 360 shouldn't be doing that. I'm here to help you find the cause and fix it.

      Please follow these steps to remove all Articulate 360 files and registry keys from your computer so we can start completely fresh. You don't need to worry; the steps will not delete your projects.

      1) Close the Articulate 360 desktop app by right-clicking the Articulate icon in your computer's system tray (by the clock) and choosing "Quit."

      2) Go to your Control Panel and uninstall all Articulate 360 apps, including the Articulate 360 desktop app, Peek 360, Replay 360, Storyline 360, and Studio 360.

      3) Download and extract this zip file on your computer: http://articulate-360-kb.s3.amazonaws.com/360cleanup.zip

      4) Right-click the 360cleanup.bat file and choose "Run as administrator." The script should only take a few seconds to remove all the Articulate files and registry keys from your computer.

      5) Reboot your computer.

      6) Download the latest Articulate 360 desktop app here: https://360.articulate.com/downloads

      7) Right-click the articulate-360.exe file and choose "Run as administrator."

      8) Launch the Articulate 360 desktop app and click "Install" beside each authoring app you want to install.

      9) Reboot your computer and test your Articulate apps.

      Please let me know if the issue has been fixed. I want to make sure we get you up and running as quickly as possible.




      Chester Arvin Morales

      Customer Support Engineer

      Articulate Support - https://articulate.com/support/
  • EchoHuang's avatar
    EchoHuang
    Community Member
    6 months ago

    heyy Eric, I followed the above path and it worked!!! YAYYY, thanks!

    However, after I downloaded the regular version of Storyline, I tried to download the beta version as well, but it failed. 

    Here is the pop up window, does it mean if I already downloaded one version so that I cannot download another one? 

    Please have a look, thank you so much for you help!

  • EchoHuang's avatar
    EchoHuang
    Community Member
    6 months ago

    Also, I do want to know the reason why I couldn't open the software at the first beginning and what can I do to stop it from happening? Thank you.

    • JoseTansengco's avatar
      JoseTansengco
      Staff
      6 months ago

      Hello Echo,

      Happy to help!

      Based on the screenshot you shared, it looks like you're working out of a Mac. You'll want to make sure that the virtual environment you're using to run Windows is configured according to this article: 

      If the issue persists after making the necessary settings changes, please let us or Chester know through the support case that you opened so we can continue troubleshooting the behavior with you!

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