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Karl-Manning's avatar
Karl-Manning
Community Member
2 months ago

Storyline updater corrupted

Hi,

I noticed an issue where my laptop was freezing and losing focus for 4 seconds and then returning the focus to the app I was using. This was traced (via task manager) to Storyline's auto-updater trying to open, failing, and then trying to reopen again. 

It looks like the updater package has got corrupted somehow. However, we can not uninstall it! It will not uninstall from Windows settings. It will also not uninstall the current Storyline package from itself. This is not a permissions issue on the laptop.

The package installer is version 1.98.34129.0 Beta
My Storyline version is 3.97.34031.0

Windows 11 Enterprise 24H2.

How to remove/uninstall my complete Storyline setup when the method for doing so does not let you!

As a temp workaround, as long as I have Storyline open, the package updater doesn't appear, so it doesn't keep stealing the focus every 4 seconds, which does a least allow me to type this up!

Thanks

Karl Manning

storyline 360

6 Replies

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    • JudyNollet's avatar
      JudyNollet
      Super Hero
      2 months ago

      FYI: The Welcome message near the top of the Discussion page includes a link to support.

      I also have it bookmarked. 😊

  • JoseTansengco's avatar
    JoseTansengco
    Staff
    2 months ago

    Hello Karl,

    Sorry to hear that you ran into this issue. If you suspect your Articulate 360 installation is corrupted, please follow these steps to remove the updater from your computer. 

     

    1. Go to this webpage and click on Download: https://support.microsoft.com/en-ph/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed
    2. Launch the downloaded file "MicrosoftProgram_Install_and_Uninstall.meta.diagcab" and click Next. 
    3. When asked "Are you having a problem installing or uninstalling a program?" choose "Uninstalling".
    4. You will be presented with a list of applications. Select the application you would like to remove and then click Next. 
    5. Choose "Yes, try uninstall".
    6. Once you see "Troubleshooting has completed", you can click the Close button.
    7. Repeat steps 2-6 if there are multiple entries of the application you need to remove.  

    Afterward, try reinstalling Articulate 360 from the website and let us know if the issue is fixed!

  • Karl-Manning's avatar
    Karl-Manning
    Community Member
    2 months ago

    Hi,

    The problem was caused by an incorrectly setup winzip installation package that was blocking other apps from installing properly. I ended up with two versions of the Storyline updater which were competing with eachother to update the main Storyline program! Uninstalled and reinstalled fixed everything.

    Thanks

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