Forum Discussion

RichStevenson's avatar
RichStevenson
Community Member
5 years ago

Cannot access Storyline 360/Articulate suite!

When attempting to login, a sign in button appears, but after clicking this it no longer allows me to sign in within the app. Instead I'm redirected to sign in via web browser. When I successfully sign in, it logs me in on the browser but this does not allow me to move forward "in app" - meaning I still cannot open or access my saved Storyline files.

Any ideas on why my login process changed or how to access my files?? Thanks in advance!

storyline 360

7 Replies

  • TylerBraddick's avatar
    TylerBraddick
    Staff
    5 years ago

    Hi Rich,

    Thanks for reaching out. We recently updated the Articulate 360 Desktop app to use your default browser to sign in. You can read more about that here: Articulate 360 Desktop App Version History

    I've opened up a support case on your behalf and our support team should be reaching out to troubleshoot your login issues shortly.

    Let me know if you need anything else!

    Tyler

  • RichStevenson's avatar
    RichStevenson
    Community Member
    5 years ago

    Hi Tyler - Can you please pair this with the case I launched previously and possibly rush either of them? I have no access to any of my files currently which is a significant issue.  02648202 

    Thank you

  • MarcoLoVullo-fd's avatar
    MarcoLoVullo-fd
    Community Member
    5 years ago

    Hi Tyler, same issue as Rich, but different modal communication (attachment).
    Once I logged via web site, I keep on waiting the login via desktop app. I tried to update the suite, but the end of this sad story is the loading bar set to 0 as you can see in the screenshot.

    What has happened? I used the suite 2 or 3 days ago.

    Please help me, because the clients are waiting, unfortunately.

    Tnx a lot as usual.

  • LeslieMcKerchie's avatar
    LeslieMcKerchie
    Staff
    5 years ago

    Hello Marco,

    Thanks for reaching out and letting us know that you're experiencing a similar issue.

    I was able to take a look at the support case Rich worked on with our team, and updating his default browser corrected the issue he was seeing.

    Here are some common reasons you may not be able to sign in, along with tips to correct them.

    • BenHarrison-d66's avatar
      BenHarrison-d66
      Community Member
      5 years ago

      I'm having the same issue and I've tried all of tips in that article. The installer app keeps prompting me to sign in and launching the Articulated web page on a new tab and when it authenticates me, the app refreshes and says "Start Over" without accepting that I'm logged in.

      • LaurenDuvall's avatar
        LaurenDuvall
        Staff
        5 years ago

        Hello Ben!

        Sorry, you're running into this issue! I see that you're working with my teammate, Ian, in a support case. Great call on submitting a case! Ian is still available in your case if you still need help.

  • MarcoLoVullo-fd's avatar
    MarcoLoVullo-fd
    Community Member
    5 years ago

    Hi Leslie,
    mission accomplished: I updated Chrome browser and reboot. it was not a firewall issue or other problems.

    Thanks a lot!