Forum Discussion

MarciaBagnall's avatar
MarciaBagnall
Community Member
6 years ago

Install issue - says its already installed but its not

I can't Articulate 360 to install.  It says it is already installed but it is not.  I had uninstalled it previously.  Please help!
storyline 360
StevenBenassi's avatar
StevenBenassi
Staff
3 years ago

Hi Shain!

I'm so sorry to hear you've run into trouble getting the Articulate 360 desktop apps installed on your machine!

I noticed you've already opened a support case and connected with my teammate Ronaziel. Smart move! You're in excellent hands working one-on-one with her!

We can continue this conversation in your support case to keep all information in one spot.

ShainRaley-02c0's avatar
ShainRaley-02c0
Community Member
3 years ago

Hi,

Unfortunately, Ronaziel has completely ghosted me. I haven't heard from
them in over 24 hours. The instructions they gave me did not work. I have
tried several times to fix it on my own and I'm still not able to sign in
and download Articulate apps.

At this point, Articulate has been downloaded onto my computer, but when I
attempt to sign in, I get "Couldn't Open Port" error message. (See attached
screenshot.)

Can you please assign my case to someone else or help me with this? I need
to be able to use this program as soon as possible, and I've already lost
several days from my free trial, waiting on someone to help me.

Thanks,

  • JoseTansengco's avatar
    JoseTansengco
    Staff
    3 years ago

    Hello Shain, 

    Happy to chime in while you wait for a response!

    Since you're getting an issue related to the availability of ports, you'll want to make sure that the network you are currently connected to is properly configured to allow connections to Articulate's endpoints. Please ask your IT staff to add the following endpoints to your network configuration to fix the issue: 

    Afterwards, try signing in once again to see if you will now be able to do so.

    • ShainRaley-02c0's avatar
      ShainRaley-02c0
      Community Member
      3 years ago

      I don't have an IT department. I'm an individual user. So you're going to
      need to give me those instructions yourself. I'm using Windows 10. If that
      matters.

      • StevenBenassi's avatar
        StevenBenassi
        Staff
        3 years ago

        Hi Shain!

        Thanks for letting us know the e-mails from our support engineers aren't being received. So sorry about that!

        I see that Ronaziel reached out to you yesterday, Nov. 2nd at 6:10 P.M. (EST) to confirm your web conference session. Can you please check and confirm if the e-mail was accidentally diverted to a SPAM folder? In the meantime, I'll notify Ronaziel that you haven't been receiving the latest correspondence from her.

        Thank you for your patience and I apologize if this has been slowing you down!