External files not working

May 19, 2023


A client is having a major issue with published storyline files not displaying any files in the external files folder.

Getting the following error message:

This XML file does not appear to have any style information associated with it. The document tree is shown below.
<Message>Access Denied</Message>

The big query is what has caused this to happen now? The files were published as SCORM and uploaded between 6 and 18 months ago. Up until today, they had been working. Now they are not.

Is anyone else experiencing this? Any idea why this has happened now?

5 Replies
Jose Tansengco

Hi Matthew, 

Thanks for reaching out!

That error message usually indicates that the file that Storyline 360 is trying to access is no longer available, or is currently unreachable. You'll want to check the file path or the file server to verify that the file is accessible. 

We'll be glad to take a look at the structure of your triggers so we can help you correct the error. Would you be willing to share a copy of your project file here or in private by opening a support case so we can take a look? We'll delete it when we're done testing!

Antje T.

Hi Matthew, 

We are experiencing the same issues. I have used the story_content/external_files workaround for quite some time now, always without issues. Now clients say that it's not working. I tried to turn it off and on again (delete triggers and file from resources and link it again) but it doesn't seem to work anymore. Could you let me know how you fixed your issue?

Kelly Auner

Hi, Antje T.!

Thanks for reaching out and I'm sorry to hear you've hit this snag! I see that you’ve reached out to our Support Engineers and are working with my teammate, Mick. You’re in great hands! 

Additionally, if you want to get in touch with Matthew directly, you're welcome to contact them through their profile by clicking on their name and selecting Contact Me

Lexie Wallace

Hi Antje,

Were you able to resolve this issue? I am running into a similar problem with a course that previously used story_content/external_files without an issue, but now will not upload to our LMS.

I really don't know what could have changed (the only edits to the Storyline file were text/audio based and not even in the same scene as my external content), so am wondering if you got any helpful information.


Kelly Auner

Hi, Lexie!

Thanks so much for reaching out. We have released a fix for this since Antje's initial post, but I'm happy to help troubleshoot with you! If you're willing to share your project file, it will be helpful to do some testing. You can upload it here or privately in a support case, and we'll delete it from our systems once troubleshooting is complete!