I have an Articulate 360 subscription and every time I try to add a character by clicking the download button, it tries to download but then stops and gives me a white exclamation point in an orange circle.
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.
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:
I am experiencing this same problem in 360. I try to download a photo character and end up with a orange circle with an exclamation point. Never had this problem until I got my new laptop two weeks ago. Please let me know how to fix this.
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!
After discussing with our IT and trying several different fixes, we finally found the issue. To successfully download characters, I need to be on our company VPN. The characters will not download unless I am connected via VPN. Good news is
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?
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.
Yes - that is a bug in Update 7. The waveform and the actual audio files are not synced when you're in the audio editor - so that's what is causing the problem. Sorry that you've run into it too and our team is hard at work to resolve it in an update!
12 Replies
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.
Was this issue ever resolved? We just purchased our teams license and have the exact same issue.
Thanks!
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:
https://www.articulate.com/support/article/Articulate-360-Network-Endpoints
Let me know if you're able to give those a try and then how it's behaving!
I am experiencing this same problem in 360. I try to download a photo character and end up with a orange circle with an exclamation point. Never had this problem until I got my new laptop two weeks ago. Please let me know how to fix this.
Thank you, LInda
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!
Julie
I've tried both in the office and at home on private wifi and receive the same orange circle at both locations.
After discussing with our IT and trying several different fixes, we finally found the issue. To successfully download characters, I need to be on our company VPN. The characters will not download unless I am connected via VPN. Good news is
it is fixed now. Thanks !
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?
Great news Linda! That didn't work for us on our internal network but I will also try to disconnect and VPN in and see if I have any luck.
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.
Thanks!
Julie
Hi Julie,
Yes - that is a bug in Update 7. The waveform and the actual audio files are not synced when you're in the audio editor - so that's what is causing the problem. Sorry that you've run into it too and our team is hard at work to resolve it in an update!
Great news, Julie! We just released an update for Storyline 360 that included a fix for the audio and waveform synchronization. Check out the release notes here, and go here to find out how to install the latest update.
Please let us know if you have any questions!
This discussion is closed. You can start a new discussion or contact Articulate Support.