I was trying to sign in to articulate 360 app, a message appears saying that: "There is a problem connecting articulate 360. please check internet connection and try again"
The problem is the computer is connected, and there is no problem with internet connection.
Hi, yes I noticed that I was having the same issue. Internet connected but nothing. It seems to be causing some sort of proxy issue. I just started to troubleshoot but frankly do not have the time right now to deal with it. Probably some sort of licensing or startup app taking over my network settings. Anyway, it would be nice to get this up and running smoothly. Have your startup delayed or not until internet/network settings are stable. The app probable assumes that a network connection is already present on startup but not the case with stacks of drivers/complex wireless networks, and registration/connection verification with wireless such as Xfinity/Comcast. Bye.
Really sorry you're hitting this error message! If you'd like some more help getting up and running with Articulate 360, reach out to our team here. Our Support Engineers will request some information about your set-up to try and help you sort this out.
This issue is occurring for me this morning. I have restarted the laptop, etc. I AM connected to the internet (otherwise, how would I send this message? LOL). What should I do to resolve this? I have a quick project that needs to be completed today.
It looks like you responded via email, and as such any attachments you shared won't go through. Can you upload that image by clicking here and using the Add Attachment button?
Also, were you able to check those network endpoints and ports to see if anything changed within your IT setup?
Thank you for the follow up! Our IT team was able to fix the issue today. I shared with them the info you had provided. I am not sure what the issue was, but I'm happy it's fixed now! Happy Friday!
Heather Meert
Senior Trainer, Human Resources Information Systems
[http://intranet/groups/Communications/Resources/Logos/Centene%20Logos/
Are you seeing a particular error message or it's just spinning? Have you already had your IT team look at enabling the network endpoints and ports listed here? If so, and you're still stuck, I'd like to have you work directly with our Support Team so that they can look at the specifics of your account.
Keep us posted if you're still running into trouble after going through the network endpoints, and you'll want to connect with our Support Team next! They'll be able to dig into more specifics of your environment. One other thing to check, is that you're on the latest update of Storyline 360, build 33.20697.0.
I see that you are working with Richard, one of our Support Engineers! It looks like Richard will need your file to determine the next steps. Be sure to continue the conversation in the case so that we can get to the root of the issue!
I have had this problem dozens of times in the last year. Really frustrating, it is so unstable from one day to the next.
Last time it took over six weeks to get a fix. I still can't access the Content Library after a year having a paid licence either and the engineers at Articulate have been unable to help with any of these issues for me so far.
Thanks for following up, and I'm really sorry you're still experiencing this frustrating roadblock! I see where you've connected with my teammate, Robert, and he reached back out with some additional questions and suggestions.
Since you still see these issues, I'm going to escalate your case and see if we can pick up where we left off. Be on the lookout for a reply soon to get this sorted out!
I am getting this error message as well. There is no error code, when I try to open the content library I am getting the message. "We are unable to connect to Articulate 360. Please check your connection and try again.
Thank you for reaching out and sharing what you are experiencing.
There are some network endpoints that should be enabled for Articulate 360 to work properly. Here is the documentation that you can share with your IT Team:
I've opened a support case on your behalf to work directly with one of our Senior Technical Support Engineers and I can see that Tyler has already reached out.
We had this problem too over the past year so many times with several users. Support tickets raised but never resolved by Articulate. No engineer could help - not that there was much help I have to say: lots of silly suggestions about settings on my laptop but none that helped even remotely. Our IT says it's Articulate and I'm inclined to agree having searched on the internet and viewed so many similar problems with other customers.
I love this software but I would not recommend it to anyone due to lack of support or access to the content library and also the frequent updates to the software which seemed to come at the worst time and block my workflow until I went back to my office to perform them because the updates apparently couldn't be done from home as the Articulate connection timed-out every time for all of us.
It might be just my perception but I felt that Articulate's default position seemed to assume the customer is at fault and I've never come across this before in a business. What ever happened to plug and play?
Anyway my year's subscription is about to expire having never had the issue resolved so I thought I'd reply to you and bid you good luck - all they send me are reminders that my useless licence is about to expire...
I don’t believe anyone’s hacked your account, but you are receiving replies from our E-Learning Heroes community forum! Anytime you post in a discussion, you get automatically subscribed, but you’re more than welcome to unsubscribe by selecting the option at the top of the page!
Hi Liam,
I’m sorry to hear you’re still running into issues accessing the Content Library, and that you haven’t felt supported in working through this roadblock! I see where you’ve connected and worked with Tyler, one of our Senior Technical Support Engineers in the past, and it seems his last request to find out more details went unanswered.
I’m happy to have him reach back out and continue the conversation to get to the root of the issue and get this figured out!
43 Replies
Hi GL, thanks for reaching out. Are you on a trial of Articulate 360?
Let's start by following the troubleshooting steps in this article. Let me know if that helps, or if we need to keep digging!
Hi, yes I noticed that I was having the same issue. Internet connected but nothing. It seems to be causing some sort of proxy issue. I just started to troubleshoot but frankly do not have the time right now to deal with it. Probably some sort of licensing or startup app taking over my network settings. Anyway, it would be nice to get this up and running smoothly. Have your startup delayed or not until internet/network settings are stable. The app probable assumes that a network connection is already present on startup but not the case with stacks of drivers/complex wireless networks, and registration/connection verification with wireless such as Xfinity/Comcast. Bye.
Hi Jay,
Really sorry you're hitting this error message! If you'd like some more help getting up and running with Articulate 360, reach out to our team here. Our Support Engineers will request some information about your set-up to try and help you sort this out.
This issue is occurring for me this morning. I have restarted the laptop, etc. I AM connected to the internet (otherwise, how would I send this message? LOL). What should I do to resolve this? I have a quick project that needs to be completed today.
Hi Heather,
Is this a new message for you today, or have you run into it before?
I'd start by checking the list of network endpoints and ports listed here and enabling those required to run Articulate 360.
If you're still seeing this error, let me know if you're seeing it on the 360 web, in the desktop app or when attempting to use Storyline.
Hello, Thank you for the reply. This is a new message. I have not had issues connecting before and I have internet connectivity.
Here is the error message at the top of the login:
[cid:image001.png@01D44070.E9109580]
Heather Meert
Senior Trainer, Human Resources Information Systems
[http://intranet/groups/Communications/Resources/Logos/Centene%20Logos/
Hi Heather,
It looks like you responded via email, and as such any attachments you shared won't go through. Can you upload that image by clicking here and using the Add Attachment button?
Also, were you able to check those network endpoints and ports to see if anything changed within your IT setup?
Hello,
Thank you for the follow up! Our IT team was able to fix the issue today. I shared with them the info you had provided. I am not sure what the issue was, but I'm happy it's fixed now! Happy Friday!
Heather Meert
Senior Trainer, Human Resources Information Systems
[http://intranet/groups/Communications/Resources/Logos/Centene%20Logos/
Happy Friday, indeed! Thanks for that update, Heather and I'm glad your IT was able to fix it with that info. Now go enjoy your weekend! ☀️
Hi, I am encountering the same issue and haven't been able to log in
Hi Abigail,
Are you seeing a particular error message or it's just spinning? Have you already had your IT team look at enabling the network endpoints and ports listed here? If so, and you're still stuck, I'd like to have you work directly with our Support Team so that they can look at the specifics of your account.
You can start a case here to connect with them!
Hi,
I am having the same issue. My IT guys are looking into the Network endpoints and ports.
Hi Johnny,
Keep us posted if you're still running into trouble after going through the network endpoints, and you'll want to connect with our Support Team next! They'll be able to dig into more specifics of your environment. One other thing to check, is that you're on the latest update of Storyline 360, build 33.20697.0.
Hi,
The guys are pinging articulate.com without any issue so there doesn’t appear to be any firewall problem.
I can’t be sure if I have the latest version installed as I am unable to access the desktop app.
Thanks,
Johnny
[cid:image001.png@01D59969.7AB4C220]
This post was removed by the author
Hi Johnny!
I see that you are working with Richard, one of our Support Engineers! It looks like Richard will need your file to determine the next steps. Be sure to continue the conversation in the case so that we can get to the root of the issue!
Hi,
I have had this problem dozens of times in the last year. Really frustrating, it is so unstable from one day to the next.
Last time it took over six weeks to get a fix. I still can't access the Content Library after a year having a paid licence either and the engineers at Articulate have been unable to help with any of these issues for me so far.
Good luck!
Liam
Hi Liam,
Thanks for following up, and I'm really sorry you're still experiencing this frustrating roadblock! I see where you've connected with my teammate, Robert, and he reached back out with some additional questions and suggestions.
Since you still see these issues, I'm going to escalate your case and see if we can pick up where we left off. Be on the lookout for a reply soon to get this sorted out!
I am getting this error message as well. There is no error code, when I try to open the content library I am getting the message. "We are unable to connect to Articulate 360. Please check your connection and try again.
Hello Lesley and welcome to E-Learning Heroes. 😊
Thank you for reaching out and sharing what you are experiencing.
There are some network endpoints that should be enabled for Articulate 360 to work properly. Here is the documentation that you can share with your IT Team:
Articulate 360 Network Endpoints
This is happening to me, too. For the second time. Very frustrating. I want, no need, to spend my time creating content, not wrestling with my tools.
Everything else works fine on my computer. Only issue is Articulate not being able to call home.
Hi Eric,
I've opened a support case on your behalf to work directly with one of our Senior Technical Support Engineers and I can see that Tyler has already reached out.
Hi,
My name is not Eric. I hope someone isn’t trying to hack my account.
Thanks,
Johnny Hyland
Sent from Mail for Windows 10
Hi,
We had this problem too over the past year so many times with several users. Support tickets raised but never resolved by Articulate. No engineer could help - not that there was much help I have to say: lots of silly suggestions about settings on my laptop but none that helped even remotely. Our IT says it's Articulate and I'm inclined to agree having searched on the internet and viewed so many similar problems with other customers.
I love this software but I would not recommend it to anyone due to lack of support or access to the content library and also the frequent updates to the software which seemed to come at the worst time and block my workflow until I went back to my office to perform them because the updates apparently couldn't be done from home as the Articulate connection timed-out every time for all of us.
It might be just my perception but I felt that Articulate's default position seemed to assume the customer is at fault and I've never come across this before in a business. What ever happened to plug and play?
Anyway my year's subscription is about to expire having never had the issue resolved so I thought I'd reply to you and bid you good luck - all they send me are reminders that my useless licence is about to expire...
Liam
Hi Johnny,
I don’t believe anyone’s hacked your account, but you are receiving replies from our E-Learning Heroes community forum! Anytime you post in a discussion, you get automatically subscribed, but you’re more than welcome to unsubscribe by selecting the option at the top of the page!
Hi Liam,
I’m sorry to hear you’re still running into issues accessing the Content Library, and that you haven’t felt supported in working through this roadblock! I see where you’ve connected and worked with Tyler, one of our Senior Technical Support Engineers in the past, and it seems his last request to find out more details went unanswered.
I’m happy to have him reach back out and continue the conversation to get to the root of the issue and get this figured out!