Insert Characters

I upgraded to the most recent version of Articulate and now I cannot insert characters - either photographic or illustrated - into my storyline project. There is only an option to download, which errors out when I try it. 

I can insert photos, icons, and illustrations with no problem - just not characters. I referred this to our helpdesk and they made sure all the endpoints were in place per your instructions in another discussion - still no luck. 

I have tried Firefox and Chrome, I have restarted computer... still nada. Please advise.