Can't insert icons or videos from Content library

I'm also having the same issue in several Storyline files. I just purchased the license and downloaded the software, so everything should be up to date.

Hey Hannah,

Sorry you're running into that too! I have a few questions to help narrow down what's happening:

1. Just to verify- what happens when you try to insert a video or icon? Is it also reverting you back to photos or are you getting an error message?
2. You mentioned that it's happening in several files- are there files where those functions do work for you?
3. If so, where are you saving your files to? Are they saved locally on your computer (C:Drive/Desktop) or are you working from a shared/network drive?

Let me know! 

Hi Ali, I am having a similar problem and it doesn't seem to be connected with any particular file that I can tell. It just happens.

I am saving to my local drive. Last night, for example, I could not select icons or video, only photos and illustrations in the content library.

I am pretty good at keeping up with updates too so I'm not sure where the problem is.

HI Maxwell,

Have you looked into enabling the network endpoints and ports as mentioned here? I know a number of users have hit those recently after their own or the company security updates.

I am having this same issue. I put in a ticket to my IT team to implement the solution you mentioned. I'll let you know if it worked for me. If this doesn't work. I'll try a reinstall. I'll let you know either way.

I'm having the same issue. I can't select Icons or videos from the dropdown menu or from the toolbar ribbon.

Hi Kelley,

Did you look into the network endpoints as well? That's resolved the issue for the majority of users, and if you're still having difficulty our Support Engineers can work one on one to help with other troubleshooting. 

Hi Ashley,

Thanks for the reply. I just did that this morning and it seems to have resolved the problem. 

Kelley

Awesome! Glad to hear it Kelly. 🌟

Hi Ashley - it's still not working perfectly. I whitelisted all of the items on the list and can insert an icon or illustration when I first open Storyline 360. Once I have done it once for one screen, I can't access it after that unless I shut down Storyline 360 and reopen it. I have to do this each time I move to a new screen and want to add a new icon or illustration.

Hi Kelley,

Thanks for going through those steps and I'm sorry to hear it's still not working right. I'd like to have our Support team take a look at your settings and information so I'm going to start a case for you.

Keep your eyes out for an email from Support@articulate.com! 

I am having the same problem Kelley.  Can insert an icon once, then when I go to insert another icon all I get are photos.  But if I close Storyline and open again I can insert an icon.

Hi Kay,

Sorry to hear that you've run into an issue with this as well.

Did you allowlist the network endpoints as explained here?

I took a look at Kelley's case and a repair was recommended, but we have not heard back to know if that corrected the issue.

I was out the office and not working with Storyline so haven't been able to
try the fix yet. I will do that this week and let you know.

Thanks for popping in with an update Kelley :) No worries!

Same issue and it's very odd. I can insert a video in the first slide in a new project but when I try and do the same on other slides, it won't let me know (just goes back to the Photos option in the dialog, as others have described above. So I know it's not a port or other network issue, because I can do it at least once in each project. Really need some ideas here by Storyline 360 won't let me add a video on other slides. I attached a short video showing exactly what happens. You can see the video in the first slide but it won't let me add another in the third slide (second has an image).

Hey Dave,

Thanks for sharing that video clip to show us what you are experiencing.

We do have an issue reported to our team specific to being defaulted to the Photo option when choosing Icons or Videos from the Content Library. I see that your previous slides have some images, so curious if you did a 'Change Picture' prior to seeing this issue?

Do you still experience the issue when you exit and restart Storyline?

You nailed it! I had not done extensive testing with it (just knew it didn't work when I tried to use it) but did as a result of your message. If I start a new project, I can insert as many videos icons or other things as I want, going back and forth between all the content types. But as soon as I change a Content Library image for another image, I can no longer access videos or icons from the Content Library Search dialog. Even if I start or open a new project without closing Storyline, the issue persists. But if I close Storyline and restart it, I can again insert videos and icons. I replicated this four times and the pattern was consistent.

At least I know the work-around now (exit and restart Storyline). That's helpful. But yeah, be really nice to get this bug fixed. Appreciate the help, Leslie!

Thanks for the subsequent testing, feedback, and confirmation Dave :) 

I'm adding this thread to the report so that we can update you when we can.

Has there been a fix for this yet? I am also having the same issues mentioned above.

Hi Dan! I actually do see where this was reported as fixed in our Update 11 release. 

Are you using the latest update to SL360?

Here’s how to quickly update your Articulate 360 apps.

I can confirm that with the Update 11 release, the bug is fixed for me. I can insert icons and videos even after replacing images from the Content Library. Thanks!

Thanks for confirming, Dave!

Has this been figured out yet, as I'm having problems with this?

It seems like if you have start with a blank story file, it works, but as soon as I use a template from the Content Library it breaks! 

Not sure if this happens for anyone else, but it is really annoying!