Forum Discussion

EchoHuang's avatar
EchoHuang
Community Member
2 years 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/resource...
storyline 360
EchoHuang's avatar
EchoHuang
Community Member
2 years 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
2 years 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/