Content Library not loading.

I'm having the same problem. It was fine until I did the update yesterday now Photos, Illustrations and Icons will not work. A co-worker who did not complete the upgrade yet is not experiencing the same problem. I will see if I can revert to the old one (but my IT department may not permit me to do that). I hope Articulate doesn't ignore this issue and gets it resolved quickly. This is a huge inconvenience!

Reverted and voila! Works fine. Hopefully the issue gets resolved quickly so we can do the update again because I do like the new Trigger Wizard and layout. 

The problem reoccurs after 2 years, the Articulate development team should really take care of that and that should not be repeated.

Meh... things happen.  But you'd think this would have been caught in UAT or some other testing. 

Hi all,

Thanks for reaching out here, and I'm sorry for the trouble you've run into.

Our team has identified the issue in Update 33 and it's related to particular proxy settings for some of our users. Since our team isn't behind any similar proxy settings, it didn't pop up in any of our testing, but was identified through working with customers to view their diagnostic logs.

We've got a fix in place and we're running through our final sanity checks, but should have some news for you next week. We'll share here as soon as we're ready! 

The original issue in this discussion was around users who were connecting through a VPN, which can still cause issues with how Articulate 360 accesses the Content Library assets.

Hello,

My coworker and I are having the same issue with the media library directly following the update for the triggers. I have reverted back to the September update and the media library is working again. 

Can you please notify me once a solution is discovered?

Thanks!

Help Help!!!! Same here after the new update I have lost my content library pics and my IT department here does not support Articulate... I am not sure what to do and I am not a tech person. Can I somehow undo the update so I can get my content library back?

Hi Julie,

Thanks for reaching out. 

We have a feature that allows you to install a previous version if needed. Check out the directions here.

We'll be sure to pop in and share any other updates as well.

Thank you, I really like the new trigger feature. I hope there is a patch soon to get them to work together ☹

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Hi all,

Thanks for your patience while our team fixed the issue where Content Library 360 search results wouldn't always load for authors behind a proxy server. Today's Update 33 hotfix resolves the problem, so be sure to download and install the update today from your Articulate 360 Desktop app! 

Hi Everyone

Im pleased to say that it looks like the issue is resolved.  I completed some testing over the past few days and the Content library worked better than it ever has!!

Success!!!

Thanks everyone 

Same thing!  I just submitted a case (#02031786). 

I can't get anything from Photos and Illustrations, but the others are working.

Thanks for reaching out to the support team, Rachel. You should be hearing from someone soon.

Hi, I am having the same problem, unable to view or download any icons from within SL 360. 

I am using the new trigger feature which is awesome so don't want to roll it back.

Please advise urgently when this will be fixed.

Hi Tania,

Thanks for reaching out! I've opened a support case on your behalf where one of our support engineers will reach out and help you troubleshoot why you're unable to view icons from the Content Library!

And we appear to be having the same issue. I'm trying to download assets from Content Library 360 in SL360 and while I can see the images with no issues, I receive an error message that something went wrong when I try to download. 

I would also rather not have to roll back to a previous version.

Thanks!

Hi there, Richard. So sorry that's happening!

I'm going to connect you with our Support team so we can get the download trouble you're facing straightened out for you as quickly as possible. Look out for an email from support@articulate.com, and I'll follow the case along!

I am having the same issue. When using Rise (online) I get several rows of thumbnails and then a few rows of warning triangles. If I click on a warning triangle the 'mystery' image imports. I can replicate the issue in the locally installed Storyline 360 except clicking on a warning triangle leads to a 'download failed' error. I ran diagnostics through the Articulate 360 Web App and found a clue under the LOGS > LATEST MESSAGES:  

[10:19:40] Download failed: https://pixabay.com/get/54e8dd474a50af14ea89877ecf29327c1322dfe05455734f752b7bd5.jpg; The remote server returned an error: (503) Server Unavailable.

There are dozens of entries for what appears to be several images over the course of just a few seconds. Our IT support desk has asked that connect with customer support. I stumbled upon this thread and figured I would update with my details first.

Hi Trevor,

Thanks for sharing this, and great call to open a case! I see my teammate, Amlan, has shared some resources to help with troubleshooting. 

Keep at it with him once you hear back from your security team, and we'll be on standby to help with any further help if needed!

I am not sure if people are still experiencing this issue.. i seem to have hit a roadblock on this. I cannot download any asset from the Content library... icons or photos or anything really...  i get the same exclamation mark all through...

Can someone guide me for this please.... 

I guess i started having this issue after the update as well... i have reverted back to previous version but still not able to access the library... :(

Hello team... Further to the update .. which i realised i had not installed.. i am glad my content library is up and running....yaayyyy

Glad that you were able to update and see all the resources you need, Deepa. I appreciate you popping back in and sharing :)

I'm having this issue as well. i just updated my version after having to revert to a version from December 2019 due to a separate issue. Any ideas on if there's a resolution for this yet?

Good morning.

This has been an off-and-on issue since December. Currently, no I do not have access to the content library.

Since we're a government agency, a lot of our permissions come from Harrisburg. We escalated this to them to remove a firewall, as we suspect that is the cause of the problem.

-Rachel

Rachel D. James | Clerk Typist III, Staff Development/QI
PA Department of Human Services | Wernersville State Hospital
160 Main Street, Hill Hall | Wernersville, PA 19565
Phone: 610-670-4100 x5269
http://www.health.pa.gov

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