Hi Abbey,
Sorry about the trouble installing the desktop apps. I understand how frustrating this can be! I checked your support case with my teammate Cleo and saw that he suggested steps that you can take to fix the issue. If you haven't received that email, kindly check your Spam folder to see if it's there. You may need to reach out to your IT team to ensure that emails from us aren't blocked by adding the @articulate.com domain to an approved senders list or a company allowlist.
Let me know if you still need help finding the email. I'd be happy to inform Cleo and paste his email here so you can start following the recommended steps.
Hi there,
I did not receive the email from Cleo. I checked all my junk filters and no luck. If you could help me get in touch with them, I would appreciate it. Thanks.
Abbey Krepps
Hi Abbey,
I understand you did not receive Cleo's email with the recommended steps. Sorry about that. I have informed him of the matter, and we have also received your follow-up email. Please expect another email from Cleo. In the meantime, I have pasted the steps below for your reference. Thank you, Abbey.
From: Articulate Support [articulate.support@articulate.com]
Sent: 4/12/2024, 5:36 PM
To: ***
Subject: RE: Case #00833054: I've been attempting to install the latest st...
Hi Abbey,
Thanks for contacting Articulate Support!
I understand that you are having difficulty installing Storyline 360 and Studio 360. Let me try to help you out!
To initially troubleshoot the issue, please get in touch with your IT staff and ask them to carefully follow these steps to remove all Articulate 360 files and registry keys from your computer, so we can start completely fresh:
1) Close the Articulate 360 desktop app if it's running on the system tray. Just right-click the Articulate "a" icon in your computer's system tray (by the clock) and choose "Quit."
2) Go to your Control Panel and uninstall all Articulate 360 apps, namely: Articulate 360 desktop app, Peek 360, Replay 360, Storyline 360, and Studio 360.
3) Clear your temp files. Using your Windows File Explorer, type %temp%\Articulate\Storyline in the address field, and press Enter. When your temp directory opens, press Ctrl+A to select all the temp files, then press the Delete key on your keyboard. A few temp files may currently be in use that can't be deleted. When prompted, you can go ahead and skip those.
4) Download and extract this zip file on your computer: http://articulate-360-kb.s3.amazonaws.com/360cleanup.zip
5) 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.
6) Reboot your computer.
7) Download the latest Articulate 360 desktop app here:
https://cdn.articulate.com/products/uploads/xW_uZwV7DeVTBoah/articulate-360.exe
***Please note this step is very important***
To install, right-click on the articulate-360.exe file and select "Run as administrator".
8) Download the latest Storyline 360 here:
https://cdn.articulate.com/products/uploads/IhkBWBlwhASvt3dr/storyline-stable-release-3-86-32080-0.exe
To install, right-click on the storyline-stable-release-3-86-32080-0.exe file and select "Run as administrator".
9) Download the latest Studio 360 here:
https://cdn.articulate.com/products/uploads/LIPRSz8umF4_ZqYb/studio-stable-release-5-33-31612-0.exe
To install, right-click on the studio-stable-release-5-33-31612-0.exe file and select "Run as administrator".
10) After installation, reboot your computer, open your Articulate 360. Sign-in using your Articulate ID.
11) Test the Storyline 360 and Studio 360. See if this works for you.
Please let me know if the issue has been fixed. I want to ensure we get you up and running as quickly as possible.
Regards,
Cleober Sinues
Customer Support Engineer
Articulate Support - https://articulate.com/support/
