Persistent Installation Failure for Storyline 360

I have finally resolved the installation error! It required a fair amount of troubleshooting, but submitting my installer logs to support ultimately identified the issue.

I’ve included the instructions they provided below, which should help guide you. They will likely ask you to submit your own logs as well, so be prepared for that. Please keep in mind that your specific product code will likely differ from the one listed in these instructions:

"The logs indicate that Windows Installer still has an older product registration for the Storyline thumbnail handler component, but the original MSI source it needs to uninstall that component is no longer available. Because of that, the current Storyline install is being blocked before it can complete.

To move forward, could you please ask your IT team to remove the stale Windows Installer registration for this product code?

{888E4A64-68A6-47A2-A335-9B0467011C88}

Please have them do this while signed in as a local administrator. The issue may be that the old component registration is stale, or that the older version was installed with elevated or different permissions.

The safest first step is to try Microsoft’s Program Install and Uninstall troubleshooter. After opening the troubleshooter, choose the uninstall option, then look for the Storyline thumbnail handler, ShellExtensionx64, or another related Articulate Storyline component. If the entry appears, select it and allow the troubleshooter to remove the broken installer registration.

Here is the download for Microsoft’s Program Install and Uninstall troubleshooter:
https://download.microsoft.com/download/7/E/9/7E9188C0-2511-4B01-8B4E-0A641EC2F600/MicrosoftProgram_Install_and_Uninstall.meta.diagcab

If the troubleshooter cannot remove the entry, could we please have your IT team manually remove the stale Windows Installer registration for that exact product code. Before making any manual changes, they should back up any matching registry keys and only remove entries that clearly match this product code.

The locations most likely to contain the stale registration are:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{888E4A64-68A6-47A2-A335-9B0467011C88}
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall{888E4A64-68A6-47A2-A335-9B0467011C88}
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products

Once the stale registration has been removed, please restart the machine and try installing again. 

Our download page for convenience:
https://360.articulate.com/downloads/all

If the installation still fails, could you or IT run that command again (logged in as a local admin preferably) and please send me the new installer logs so I can review the next failure point.

Let me know if you or IT has any questions or if you run into any issue"

Hello pgalvin​, 

Great call opening a case! I see that you're working with my colleague Genelyn. You're in excellent hands!

We'll continue the conversation over in your case, so everything is in one spot!