Storyline 360 characters won't download

Hi Cheryl,

Are you still on the trial of Articulate 360? These characters are available during your 30-day free trial: 

      Photographic: Al, Atsumi, Brandon, Laura 

      Illustrated: Andrew, Arthur, Lily, Marilyn 

And when you subscribe, you get instant access to all the Content Library characters. If you're subscribed and you still can't download them, can you tell me if it works if you go direct to the Content Library page from 360.articulate.com and just from within Storyline 360 it doesn't work? 

I am on the trial, and it was the characters you mention above. Here's a video: https://360.articulate.com/review/content/22545225-f519-48dc-9e3f-2dd9d316ccf5/review 

I did not see any download links at https://360.articulate.com/content/characters. 

Hi Cheryl,

Thanks for that video and I misspoke about accessing them from the page within Content library, that's just a location to view them. Did you confirm you're connected to the internet when trying to download them? It acts as if the download will start but then will show you that Orange ! icon if you're not connected as the download isn't able to complete.

If you are connected can you tell me a bit more about your environment - what Windows OS are you using? Is Storyline installed on your machine or within a virtual machine (if you're using a Mac for example)? Is it only characters who cause this problem, what about any of the templates from content library? 

I've downloaded a couple slides from Content Library with no problem. I've created a couple courses in Rise, uploaded a Peek video. So far it seems to just be the characters. I've not had any other connectivity issues.

My installation is on my C: drive. I'm in a networked environment on Windows 10 Pro.

Hi Cheryl

when you click to download one of the characters are you seeing this download progress bar or are you receiving an error message?

I get the download bar if I click download on the picture or on the download link in the panel on the right. No error messages. Just that orange exclamation mark like in the video I uploaded.

I'm going to ask our web team if they know of any other errors. So all other web based elements of Articulate 360 are working, just characters won't go through a full download? Do you know if it worked previously, and you successfully downloaded characters prior to today? Also have you tried inside Studio as well as Storyline? 

Today's the first day I've tried working in Storyline 360. I just tried a character in PowerPoint and the same thing.

This is a stupid question, but was there supposed to be a separate character pack install like there is in Storyline 2? Maybe my IT guy didn't install everything? It was pretty quick and easy when he was up here doing it.

Hi Cheryl,

I'm going to send you an email to start a support case, as our web team wants to pull some logs from your computer about what may be happening as it looks like the download gets pretty close to completion. Can you keep your eyes peeled for an email from our Support Engineers (it'll come from Support@articulate.com)? 

No stupid questions here Cheryl! And no separate install - since they're all available as a part of Content Library you just download the ones you need. 

We're having the same problem. The connection to the internet works, but when trying to download a character from the library, the !-icon appears.

If there was a solution found in the meantime, please post it here :) 

Nathalie, Here's the resolution in the ticket I had open with my IT department: "Removed web filter configuration that was blocking encrypted files. Slight security risk, unable to work without change."

I hope that helps. Let me know if you need more information and I'll try to get it.

Hi Nathalie,

If you're still having difficulty with this, I'll want to have you work with our Support team as well as they can assist with checking more specifics of why these won't download. You could also look at ensuring that the Network endpoints detailed here are open.