87 Replies
Faith Jack
almost 4 years ago06/23/20 at 1:01 pm (UTC)

Hello, and thanks for your response. I'm a little confused regarding the "government agency" part. I was directing my question to articulate staff since several of them have posted in this thread and usually respond. I imagined they would have the most updated information regarding this program. I apologize if you are a staff member that's just not being identified as one on this thread. 

Rachel James
almost 4 years ago06/23/20 at 1:03 pm (UTC)

My apologies. I am not Articulate Staff. I am a user that is also having trouble with this issue. I thought YOU were Articulate Staff.

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

[ROPA]

Lauren Connelly
almost 4 years ago06/24/20 at 1:42 pm (UTC)

Hi Faith and Rachel!

We're happy to help! First, can you make sure these domains are on your Allow List? 

Next, you'll need to be connected to the internet in order to use the Content Library. Can you confirm that you're connected to the internet?

Lastly, if you're still not seeing the Content Library assets then we'll bring in the help of our Support Engineers. You can connect with them here!

Faith Jack
almost 4 years ago06/25/20 at 1:26 pm (UTC)

Hi Lauren, 

Thanks for your response. My company's IT department will not allow those domains due to security concerns. So i guess that's that. 

But for what it's worth,  I had access to the content  library when i worked remotely and my colleagues that are still working from home still have access to it. So i've concluded that its definitely an internet firewall issue.  My comment is for any users that are still struggling with this. 

Thanks again. 

Rachel James
almost 4 years ago06/26/20 at 1:46 pm (UTC)

It is an issue with the Firewalls. I am in contact with our central office about lifting the restrictions at my facility.

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

[ROPA]

Teresa McEntire-Orbach
almost 4 years ago07/02/20 at 3:29 pm (UTC)

Good morning! I am having this problem also. Earlier this week, I had no issues accessing photos or illustrations. Yesterday, I could only access photos. Today, I cannot access either type of asset. I have not downloaded any updates in quite some time, as back in January I could not get into any Articulate app while working remotely, and I was afraid it would happen again. I am on Version 1.37.21453.0. Please help!  

Leslie McKerchie
almost 4 years ago07/02/20 at 7:39 pm (UTC)

Hi Teresa and welcome to E-Learning Heroes :)

Thanks for reaching out and letting us know what you are experiencing. Ask your network admin to open port 443 and add the domains in this article to your organization's allowlist for your Articulate 360 apps to work properly.

It looks like your original issue with signing in was related to your firewall as well, so that should not be related to your ability to sign in and we've added lots of features and fixes since the update you are on.

Let me know if you have any questions. I'm happy to help!

Leslie McKerchie
almost 4 years ago07/07/20 at 12:17 pm (UTC)

Hi Katherine,

I would start with the tips shared in this conversation, which will lead you to your IT Team first:

Ask your network admin to open port 443 and add the domains in this article to your organization's allowlist for your Articulate 360 apps to work properly.

If you are still running into an issue and need our help, you can submit your request directly here.

Tracy Logan
over 3 years ago10/01/20 at 3:17 pm (UTC)

I just started a new job and have been there for a little over a week now. I have yet to see any images in my content library within Storyline or Rise. I had help desk check access and my computer settings and everything seems to be correct. Is anyone else still having issues with this as I know this is an old conversation?

Leslie McKerchie
over 3 years ago10/01/20 at 6:27 pm (UTC)

Hi Tracy! Congratulations on your new job and welcome to E-Learning Heroes 😊

Ask your network admin to open port 443 and add the domains in this article to your organization's allowlist for your Articulate 360 apps to work properly.

If you are still running into an issue and need our help, you can submit your request directly here.

Faith Jack
3 years ago03/04/21 at 5:01 pm (UTC)

Still receiving notifications from this post so I had to come back and provide an update that may or may not shed some light and help someone.

When I'm working in the office at my company's facility, I still can't load any images. But, when I work from home, even logged onto the company's VPN, but with my own home internet, all images are available. So I'm guessing it's a firewall/ company restrictions thing (pardon me I'm not very tech-savvy in case I mess up the terms). But that has been my experience with this issue. 

Jennifer Poore
3 years ago03/04/21 at 5:03 pm (UTC)

I have found that when I am working from home and on my company network i can not access them. I can only access them fully when off my corporate network.
We have updated the end points but that did nothing for us. For now when we are designing we have to get off corporate network.

[cid:image001.png@01D710EE.66283190]
Jennifer Poore | HRIS Learning Services Sr. IT Training Analyst
Jennifer.Poore@smith-nephew.com
Office: +1.978.749.1175
Mobile: +1.978.284.0942
www.smith-nephew.com

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