Presenter Add-In

Hi Michel,

Sorry to hear about the difficulty here. I have escalated your case 00219439 to our senior support team and have asked that someone set up a web conference with you to go over your issues with you.

Justin,

Could you let me know how Michel's issue with PPT crashing is resolved? I've had the same problem with PPT not playing well with Articulate. Windows regularly asks if I want to disable the Articulate Add-in. Yesterday, PPT crashed when I was in the audio editor and I lost all the audio files and had to start all over. I tried to open a previous version of the course and the audio files were missing from that one as well.

Thanks!

Hi Phyllis,

Sorry to hear about the difficulty. Here's an article that should help you restore your audio files:

http://www.articulate.com/support/presenter09/kb/?p=643

Regarding your application isssues, see if the steps here help:

http://www.articulate.com/support/presenter09/kb/?p=2425

Was there any resolution to this ?

I am having this same problem as Michel. My IT team even gave me a new computer, and it is still happening.

It is very frustrating.

Hi Teri,

Did you try the solutions in the link below?

http://www.articulate.com/support/presenter09/kb/?p=2425

If you continue to have issues, submit a support case to us by using the link below:

http://www.articulate.com/support/contact/

I would still like to see a step-by-step guide to how this was resolved. We have exactly the same issue as Michel, also on Windows 7 and Office 2007. We have tried the same steps as he had. None of the links you guys provide resolve our issue.

The step-by-step guide SHOULD NOT include re-installing Articulate or, even more so, MS Office. Your customers have absolutely no interest in uninstalling Office IN 9 STEPS just because your Presenter Add-in (add-in!!!!!) is so poorly designed. 

The guide should also not involve changing Regional settings. Why on earth do other programs/products work with our various regional settings and yours doesn't? And why on earth should we risk all other programs that work fine on our machines just because your product developers can't figure out a way to make your program more flexible?

Please create an update that fixes the whatever bug is causing hundreds of your users to experience frustration over apparent program design flaws. Your product is not cheap and we do not want to pay even more in lost time (of which it's been days now on each account!), nerve, quality, nor in the loss of our own customers.

Hi Sonya,

I apologize for the issues that you've had.  Please see my response in the link below:

http://community.articulate.com/forums/p/2156/33691.aspx#33691

I am so frustrated with articulate I could screeeeam.  I have wasted my entire day with this issue only to find this 11 step process that does not work for me.  Get me someone on a web conference PLEASE (without me having to pay for this BUG in your system)

Hi Justin,

Really sorry for the trouble you've experienced. I've opened a case on your behalf and escalated it to our senior support staff. They'll be contacting you shortly.

I I have had this same issue all night tonight (literally since midnight and it is now 6:45 AM PST.  To say the least I am exceptionally frustrated.

Hi Elizabeth,

Are you able to give me a little more detail about what exactly you're experiencing, and what actions you believe may be causing the issue? The original poster mentions working in Slide Properties for an extended period, which may result in Presenter becoming unresponsive. And just to be sure we're covering all bases, please be sure you are not working from a network or USB drive. 

Beyond that, we'd be more than happy to work closely with you to get these issues resolved. Please contact our support team and one of our engineers will contact you ASAP. Apologies for the inconvenience.

Hi L'Oreal, welcome to Heroes!

When the Articulate menu goes missing, it's usually a case of certain Add-Ins being disabled. You can enable them by following the quick and easy steps in this article. However, if that doesn't resolve the issue, we'd be more than happy to take a closer look at what might be going on. In that case, please don't hesitate to contact our support team for more help. Thanks!

Today I had a problem with the Articulate Ribbon.  The easy steps in "this article"  posted by Peter Anderson on Oct 27, 2012 at 9:34am, worked for me.  Thanks

Good morning lh2. Welcome to E-Learning Heroes!

That's great news! I'm glad to hear you were able to resolve the problem. 

Thanks for sharing.

Have a great day!

I am experiencing this nearly every time I start to sync animations and annotate.  I have rebooted my machine, I have completely uninstalled and and re-installed the application and still I get about one 40ish screen PowerPoint done successfully then things begin to fail again.  That and, on top of that, the learning games failing to save so many times, that now I enter them one at a time, has really caused my workflow to slow to a grind.

Hi Caryn. Welcome to the community!

I'm sorry to hear that you're experiencing this problem. Hopefully we'll be able to get this resolved for you quickly. You mentioned you've re-installed, did you do so using the steps outlined in this article?

Can you tell us what version of Windows and Office you're running? Also, can you confirm you're running the 32-bit installation of Office?

Another thing you may want to confirm is that the presentations you're working on are all local. Try not to work off of a network drive, USB drive or any other external sources.

Here's some additional information about working with local files and why they can cause some unexpected problems:

If you are experiencing unexpected issues using Articulate software, here are some tips for managing your files which can help prevent issues.

1.  Work on your local drive (your C: drive). Working on a network drive or a USB drive can cause erratic behavior, including file corruption, loss of audio, and other unexpected behavior. 

2. You should also make sure the directory path to your project files and your published output is less than 260 characters (for example C:\Articulate).

3.  Avoid using special characters, accents or symbols in your file names.

Additional information regarding "Naming Files, Paths, and Namespaces" in Windows operating systems can be found in the following Microsoft article.

Please let us know if you continue to experience this issue after reviewing this information.

Thanks very much,

Christine

While I appreciate the details you added, this seems to be the answer for any issues I have.  

I have already set all options and settings within the Options for Add-ins within PowerPoint,

I have verified, again, that the Office installation is 32-bit.

My files are local copies.

I do not use special characters in file names.  

These are the bare minimum I checked before writing this posting.  I understand that cloud-based files are not always desired, but this is the baseline of where most organizations are placing their files either on their network or in the cloud.  Access to files from anywhere is something that must be considered for any software application.  You can't expect people to fill up their hard drives with large files.  

Good morning Caryn!

I totally agree, Could based storage is definitely a great way to store files. However, modification of these files is a different story. This isn't something that's limited to Articulate software. Storing the files on a network drive, or any other external source is perfectly fine, but with the modification of files from a source like that, you'll run into issues. For example, say you're working on a design project and your original art files are located on a network drive. If you edit the art files in one of the popular photo editing programs out there and save the image to the network drive, you could end up with a corrupted image file any many other issues. That, or you'd have no problem seeing the updated version, but anyone else who tries to use that image file may see entirely different results. Again, this is just an example, hopefully this makes sense

In short, we don't expect users to fill up their hard drives. What we're trying to do is ensure you end up with the best results. In order to do that, you'll want to make sure you edit, preview and publish files that are on your hard drive. By no means do you need to keep those files on your hard drive when you aren't modifying them. Sharing the files with others or simply storing the files on another resource is fine. 

Also, thank you for the additional information. Unless the information is shared with us, however, we are not able to tell what steps you've already taken to troubleshoot the problem. I do apologize if the questions seemed repetitive, I just want to make sure that we don't miss anything and we get this resolved for you as quickly as possible. If you'd like, you're welcome to submit a support case with us and we can take a closer look at what's happening. Also, if you do submit a support case, please share the case number with me (you're welcome to do so here, or in a private message) so I can follow the case progress and update this thread.

Thanks Caryn!

Christine