Forum Discussion
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!
33 Replies
I've just downloaded my free trial after having a subscription through my previous company. All instances of Articulate had been deleted prior to me attempting to download the desktop apps again. If this many people have the same problem, why are you not just posting the solution here? I'm going to waste what little time I have to work with your products on trying to install the program.
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.
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,
Hi Shain,
Thanks so much for clarifying that. It looks like your case has been escalated to one of our Senior Support Engineers. You're in excellent hands and we appreciate your patience as we continue troubleshooting.
Hello,
I haven't heard back and they were supposed to get back to me today. I
really need to get to work, so this issue is causing problems for me. Can
you speak to someone about giving me an update?Thanks,
Hi Shain!
Happy to jump in here!
So sorry that you still haven't been receiving correspondence from our support engineers! I've just reached out to Wilbert who is handling your case. I notified him of the issue and asked him to contact you directly.
Apologies if this has been slowing you down!
Hi! I am having a similar issue. I have uninstalled the app, restarted my laptop and then reinstalled. However, it is giving me the same trouble.
Would really appreciate your help in this regard.
Best,
Shafaq
Hi Shafaq,
Thanks for reaching out! I see that you've opened a support case and you're working with our colleague Dexter. You're in great hands.
We'll continue the conversation over in your support case.
Have a great start to your week!
Hello,
I think you must have sent this in error. I did not submit a ticket and
this is not my name.Thanks.
Hi Shain,
Sorry for the extra notification. You replied to this post before and were auto-subscribed, so you'll be updated if someone replies to a question or comment. That is why you received a notification for Luciana's reply to Shafaq.
If you no longer wish to receive any updates for this post, please click the "Subscribed" button at the top to toggle your subscription.
Thanks and have a great day ahead!
Absolutely! I am in touch with Dexter who is being really helpful. I am looking forward to a session with him today to resolve this issue.
Thank you so much!
Shafaq
Hi guys can someone help me with this ?
Hello LearnitLda! Sorry for the trouble! If the installer states that Articulate 360 has already been installed, uninstall the Articulate 360 desktop app first:
- Right-click the Start button, then select Apps and Features.
- Scroll to Articulate 360 in your list of apps, and uninstall it.
- Manually download and install the Articulate 360 desktop app.
If you still can't access Articulate 360 after reinstalling, then I'd recommend connecting with our Support Engineers in a support case.
Hi LearnitLda
After several sessions with a help desk associate at Articulate, the only solution we came to was for me to reset my laptop. I pulled all my files and backed them up on an external hard drive, reset the laptop, and then brought in all the files that weren't saved in the reset. Once I'd done that, I was able to complete install and download the app. That may be your only solution, but Articulate associates are very helpful, so send them an email if you don't want to do that. Good luck.
