12 Replies
Alyssa Gomez

Hi Kristina!

So sorry to hear you're having trouble downloading the characters! Are you doing the download from within Storyline 360 as detailed here? If you're still having issues, I would suggest reaching out to our Support Engineers for one-on-one assistance. They're available 24/7 and will work with you to determine what could be causing this issue based on your specific set-up. 

Ashley Terwilliger-Pollard

Hi Julie,

For Kristina it looks like it was solved by utilizing these steps:

Please test for reproducibility of the issue after you reboot your machine and signing out then signing back in to your Articulate 360 account. 

Also note at minimum, ports 80 and 443 must be open and articulate.com should be allowed to access the resources included with your Articulate 360 subscription. For complete access to all things Articulate 360, ask your IT staff to allowlist the domains in this article: 


Let me know if you're able to give those a try and then how it's behaving! 

Julie McGoldrick

Hi Linda,

Our problem was with our internal network server which I believe was treating the download as a security risk. We had our IT team white-list all the domains/endpoints. That didn't resolve the issue. The way we worked around it was to disconnect from our servers and download the characters while on public or unsecured WiFi. Once downloaded, they stay open to us to reuse. 

Hope you can solve the issue or at least use our work around to help you!


Ashley Terwilliger-Pollard

Hi Linda, 

Sorry you're still running into such trouble. 

What version of Windows is on your new laptop? Do you only see this for photographic characters or any of the elements in Content Library? 

Also do you know if you're using the latest Articulate 360 update? The directions here on how to install the new update would help walk you through those steps and you can always see the release notes here which indicate the update number and fixes. 

As Julie mentioned, the network and endpoints that need to be enabled is detailed here. Could you home wifi also have restrictions about accessing or downloading content? 

Julie McGoldrick
Ashley Terwilliger

Also do you know if you're using the latest Articulate 360 update?

Hi Ashley - has anyone reported any issues with the latest update? One of our designers installed the update and then had issues with audio files. The audio and sound waves were not aligning for editing which as you can imagine was very annoying. I have held off installing the update as I am working on a critical project and don't want to jeopardize it if this is a bug.