We submitted a ticket on the issue. Before anyone got back to us, we uninstalled everything, downloaded the software again and tried to reinstall. At first, it wouldn't let us reinstall. We did another clean sweep of the computer and tried again. It finally worked and she was able to launch Storyline.
I and another person also had issues after the update. We had to reboot our computer several times and the software started working again. Maybe there is a problem with the latest release of Storyline?
I'm sorry you and your team have come across some snags when trying to sign in. I agree with Philip regarding the root: We're improving the Articulate 360 sign-in experience and have added a new network endpoint on Update 30. More details here!
If allowlist doesn't help, do you have a case number handy? I'm not seeing a recent case under your name, and would love to take a closer look so we can get your teammate back up and running!
Thank you for your reply. We have been working with our IT Proxy team to get this resolved. We implemented a temporary fix that got us through the weekend and should have a permanent fix by tomorrow. Thank you again for your help!
Not to fear - I saw your support case, and escalated it for some of our Support Engineers to take a look at! They'll be in touch shortly and we'll get you squared away.
I also cannot sign into Storyline. I can sign into the Articulate 360 site just fine and I can use Rise 360 just fine. But, when I try to go into Storyline 360, I am told that the e-mail or password that I entered is invalid. I submitted a help request, but have not received a solution as of yet. Help! I have co-workers who can login just fine.
I saw your case from earlier last week, and it looks like my colleague Rowie responded. Can you check your junk/spam folder for an email from Support@articulate.com?
You'll also want to look at updating to the latest version of the Articulate 360 Desktop app.
We made improvements to the Articulate 360 sign-in experience. As a result, older versions of the Articulate 360 desktop app have expired.
You can download and install the latest version of the desktop app here: https://360.articulate.com/downloads and once you do that, you should be able to log in.
Note that you only need to update the Articulate 360 desktop app to continue working. We recommend updating your authoring apps too, but it’s not required. So you can still use older versions of Storyline 360, Studio 360, Replay 360, and Peek 360.
This is why i HATE cloud/subscription applications. In the middle of working on a course and then I get a popup saying I need to sign in and am forced to do an update in order to keep working. Very intrusive and annoying update on Articulate's part.
Hi! I have also been experiencing this problem over the past month or so. I have tried re-booting but not re-installing. I really need to use SL today, but I'm completely stopped. Can you help?
I'm having a similar issue. I haven't used Articulate 360 in about 2 weeks and now I'm getting a message "You must be signed in to Articulate 360 to use Articulate Storyline. You will be prompted to save any unsaved work if you exit."
Then when I sign in I get a message "Your Articulate 360 trial has expired." But I've been using a paid version for almost 2 years! What's up?
Our Support Team is standing by 24/7! If you're having trouble logging in, visit that page to open a case and we'll get you back up and running in no time.
That's certainly not the behavior we expect from our tools. We're going to do everything we can to sort why your Articulate 360 app keeps losing connection.
I know this is impacting your work, so I'm going to connect you with our senior support staff so we can closely work on all the right steps.
Look out for an email soon, and I'll follow the conversation to help advocate where needed!
Same issue, I cannot access Articulate 360 Desktop app. I get the error message that "There was a problem connecting to Articulate 360. Please check your internet connection and try again." -- My internet connection is fine. Have re-installed and still facing a same issue.
I'm sorry you're running into this issue as well! It looks like you've connected with my teammate, Jopney, in a case, so keep at it with her to get to the root of the issue!
Since I started up this morning I could not get into Articulate 360 at all and got a virus warning.
After several attempts I uninstalled my software completely and reinstalled it after restarting my computer.
I just completed the reinstall and it installed 100%, however when I clicked on the Articulate 360 icon to go in, i got the same virus warning message?
I have the same problem - tells me I need to be signed in to Articulate 360 [even though I am] and when I click on Sign In from within Storyline, it tells me that "there was an error opening Articulate 360 Desktop App". I have lodged a service ticket, but hoping I can get a solution more quickly than in 2 business days!
Thanks for letting us know that you're running into a similar issue. I'm happy to see that Akif was able to quickly get back to you and that you were able to troubleshoot your way back to successful operation :)
42 Replies
Hi all,
We submitted a ticket on the issue. Before anyone got back to us, we uninstalled everything, downloaded the software again and tried to reinstall. At first, it wouldn't let us reinstall. We did another clean sweep of the computer and tried again. It finally worked and she was able to launch Storyline.
I and another person also had issues after the update. We had to reboot our computer several times and the software started working again. Maybe there is a problem with the latest release of Storyline?
Thanks,
Maureen
Could this be the cause....
https://community.articulate.com/discussions/articulate-storyline/articulate-360-users-update-your-whitelisted-endpoints-before-installing-the-next-update-07ebe01c-3d7b-48f3-9912-b3daf5c7b282
Thank you Philip for the article. I will check this out with our IT department and find out why the sign-in issue only happened with one person.
Thanks again,
Maureen
Oh no, Maureen!
I'm sorry you and your team have come across some snags when trying to sign in. I agree with Philip regarding the root: We're improving the Articulate 360 sign-in experience and have added a new network endpoint on Update 30. More details here!
If allowlist doesn't help, do you have a case number handy? I'm not seeing a recent case under your name, and would love to take a closer look so we can get your teammate back up and running!
Hi Katie,
Thank you for your reply. We have been working with our IT Proxy team to get this resolved. We implemented a temporary fix that got us through the weekend and should have a permanent fix by tomorrow. Thank you again for your help!
Maureen
Hi,
I can't sign into Articulate 360 either. Have re-installed and still nothing. \
I'm on a personal computer - so don't see how the firewall is an issue.
I'm on a Mac running Parallels.
Thanks - its urgent ....
Hi Dalene,
Not to fear - I saw your support case, and escalated it for some of our Support Engineers to take a look at! They'll be in touch shortly and we'll get you squared away.
Has a resolution for this been documented somewhere? I'm running into the same issue.
Hi Raina and welcome to E-Learning Heroes :)
I see where you reached out to our support team as well and Eric is currently working with you. You're in great hands!
I also cannot sign into Storyline. I can sign into the Articulate 360 site just fine and I can use Rise 360 just fine. But, when I try to go into Storyline 360, I am told that the e-mail or password that I entered is invalid. I submitted a help request, but have not received a solution as of yet. Help! I have co-workers who can login just fine.
Hi An,
I saw your case from earlier last week, and it looks like my colleague Rowie responded. Can you check your junk/spam folder for an email from Support@articulate.com?
You'll also want to look at updating to the latest version of the Articulate 360 Desktop app.
We made improvements to the Articulate 360 sign-in experience. As a result, older versions of the Articulate 360 desktop app have expired.
You can download and install the latest version of the desktop app here: https://360.articulate.com/downloads and once you do that, you should be able to log in.
Note that you only need to update the Articulate 360 desktop app to continue working. We recommend updating your authoring apps too, but it’s not required. So you can still use older versions of Storyline 360, Studio 360, Replay 360, and Peek 360.
Let us know if you need anything else!
This is why i HATE cloud/subscription applications. In the middle of working on a course and then I get a popup saying I need to sign in and am forced to do an update in order to keep working. Very intrusive and annoying update on Articulate's part.
Hi! I have also been experiencing this problem over the past month or so. I have tried re-booting but not re-installing. I really need to use SL today, but I'm completely stopped. Can you help?
Absolutely, Teresa.
I've opened a support case on your behalf and sent some information to get you started.
Just reply to that and let me know how it works :)
I'm having a similar issue. I haven't used Articulate 360 in about 2 weeks and now I'm getting a message "You must be signed in to Articulate 360 to use Articulate Storyline. You will be prompted to save any unsaved work if you exit."
Then when I sign in I get a message "Your Articulate 360 trial has expired." But I've been using a paid version for almost 2 years! What's up?
Hi Hedrick,
Thanks for contacting us to share that you're running into an issue when signing in.
I've opened up a support case on your behalf so that we can discuss this with you directly.
The first e-mail is off to you, so just respond when you're able and we will get you back up and running :)
Hello,
Same issue. Who can I contact for help? Need to make changes to a course.
Thanks,
Hi Annie,
Our Support Team is standing by 24/7! If you're having trouble logging in, visit that page to open a case and we'll get you back up and running in no time.
Oh no, Joseph!
That's certainly not the behavior we expect from our tools. We're going to do everything we can to sort why your Articulate 360 app keeps losing connection.
I know this is impacting your work, so I'm going to connect you with our senior support staff so we can closely work on all the right steps.
Look out for an email soon, and I'll follow the conversation to help advocate where needed!
Hi,
Same issue, I cannot access Articulate 360 Desktop app. I get the error message that "There was a problem connecting to Articulate 360. Please check your internet connection and try again." -- My internet connection is fine. Have re-installed and still facing a same issue.
Hi Karthikprasad,
I'm sorry you're running into this issue as well! It looks like you've connected with my teammate, Jopney, in a case, so keep at it with her to get to the root of the issue!
Since I started up this morning I could not get into Articulate 360 at all and got a virus warning.
After several attempts I uninstalled my software completely and reinstalled it after restarting my computer.
I just completed the reinstall and it installed 100%, however when I clicked on the Articulate 360 icon to go in, i got the same virus warning message?
Can you help urgently please as I need to work.
Thanks
Estee Tyler
Thank you for the details, Estee, and for working directly with our support team on this issue.
I have the same problem - tells me I need to be signed in to Articulate 360 [even though I am] and when I click on Sign In from within Storyline, it tells me that "there was an error opening Articulate 360 Desktop App". I have lodged a service ticket, but hoping I can get a solution more quickly than in 2 business days!
Hi Jenn,
Thanks for letting us know that you're running into a similar issue. I'm happy to see that Akif was able to quickly get back to you and that you were able to troubleshoot your way back to successful operation :)