Forum Discussion

JesseYost's avatar
JesseYost
Community Member
12 months ago

Where is Support for this product?

I have submitted a ticket that was assigned and is nearly 30 days old (04006649).
I keep trying to get an update via email to no avail. I opened another ticket asking for an update on the previous ticket to no avail. I tried to use the chat support feature, which is currently broken. There is no support phone number (i dont need to talk to sales).

Hello?

Jesse

Presenter 360
Studio 360
  • EricSantos's avatar
    EricSantos
    Staff
    11 months ago

    Hi Jesse,

    My sincere apologies for your experience in your support case! Sorry if you were not able to connect in a chat; feel free to try again, as I've seen that chats are coming through. We don't usually provide technical support over the phone.

    Thanks for sharing the support case number! I looked it up and saw that Johnrey sent multiple emails to address your concern. Kindly check your Spam or Junk folder for the emails. You may need to check with your IT department to be sure that emails from us aren't blocked by adding the @articulate.com domain to an approved senders list or a company allowlist.

    In the meantime, here's a copy of Johnrey's response last December 13. Thank you!

    Johnrey Landoay, 12/13/2023 10:38 PM

    Thanks for your patience, Jesse! I tested your file but couldn't confirm the described issue. I could interact with the Articulate tab and publish without issues. You can see the Review 360 published output here: https://360.articulate.com/review/content/593d33a5-3976-48aa-a87f-01614ecc9a1d/review

    This means the issue may be specific to your software or system environment. Can you try to disable your antivirus program temporarily? Then, see if the issue is the same.

    If the issue persists, let's remove all Articulate 360 files and registry keys from your computer so we can start completely fresh:

    Note: Back up any project files you saved in the My Articulate Projects folder (if there are any) before performing these steps.

    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: http://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.

    Let me know how it goes.

    Johnrey Landoay

    Customer Support Engineer
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