Forum Discussion

LucianaPiazza's avatar
LucianaPiazza
Staff
2 years ago

Hello, everyone! Hope everyone is having a great start to 2024! 🎉

Laura Ann and Voltech: I see that you both are currently working with our fabulous Support Engineers within support cases. Great call! We will continue the conversation over in your individual cases.

Teri: Thanks for helping your fellow community members. It's helpful for folks to know what others have experienced! 

Ashley: I'm sorry to hear you've run into this snag as well. I wanted to see if doing a brand new install of Articulate 360 will resolve this for you.

Here's how: 

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: https://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 us know if that does the trick. If you are still having trouble, please let us know! We'd be happy to escalate this to our talented Support Engineers. 

Looking forward to hearing from you! 

  • AnneHuskey's avatar
    AnneHuskey
    Community Member
    2 years ago

    I am unable to download the zip file that is listed in #3.  The above link doesn't seem to be doing anything for me.

    • JoseTansengco's avatar
      JoseTansengco
      Staff
      2 years ago

      Hello Anne, 

      Here's the updated link mentioned in step 3 of my colleague's response. Please let me know if this works for you. 

      Regarding the behavior you're experiencing, there's a possibility that a corrupted element in the project is causing the previewing or publishing of the file to fail. Working locally is a recommended way to reduce running into such issues. If the issue is happening to only a single project file, please share a copy of your project file here or in private by opening a support case so we can attempt to fix it. We'll delete it when we're done!

      If the issue is happening to all of your project files, please follow the steps shared by Luciana and let us know if this works for you!

      • AnneHuskey's avatar
        AnneHuskey
        Community Member
        2 years ago

        Greetings Jose,

        Thank you for your response to my problem. I have been working for the
        last week to try to narrow down what could be causing the glitch. The
        shutting down when I try to preview, or use the player seems to span across
        different files. Unfortunately, it is not consistent. On occasion, I am
        able to preview or play using , but maybe once or twice. If I save a
        project and then try to preview again, it will begin the process and then
        shut down.

        I follow the process explained by your colleague, but it is still
        not working. I thought maybe my hard drive was working too hard or had
        insufficient space, however, with Articulate loaded, I have used 115 G out
        of 227 G. I would think that would be enough running power. I cleaned my
        drive to be sure.

        Are there any other suggestions that I may try to resolve this issue?

        Thank you,

        Anne Huskey