Storyline 360 icon library issue

Hi Jessica,

Thanks for reaching out here and sharing that - I'm seeing the same thing, so I'm going to log it as a possible software bug. From here, I’ll meet with my team to take a closer look so we can determine next steps. Sometimes my team catches errors in my logic and we don’t have a bug after all. Of course, if that’s the case, I’ll let you know!

If you had any other information to share about Windows version you're using, or other icons that are causing you trouble let me know. 

Depending on priority and risk, some bugs can be fixed quickly, while others take longer to resolve. Here's more information on how we identify and tackle bugs.

I’ll let you know as soon as we have an update on this issue. Thanks so much again for letting us know about this, and I’m sorry if it’s slowing you down.

I've experienced the same thing with several icons- including three of the last six I tried using.

Any updated timeline on this bug fix?

No update yet Louisa, but you're in the right spot to receive notifications and updates once we've got something to share here. I'll keep you posted! 

Hey Louisa and Jessica!

Great news - Articulate 360 Update 5 is now available! It includes a number of fixes detailed in the release notes here.  

The item you may be interested in is how it fixed the issue where some Content Library icons were blank or invisible after inserting them into Storyline

Launch the Articulate 360 desktop app on your computer and click the “Update” button next to each tool.

Let us know if you have any questions!

Hi Ali,

Has the icon issue been resolved? I've just updated all my updates but icons are still not working...

Cheers,

Pia

Hi there, Pia.  I did a quick test with the icon from Jessica's original post, and I was able to insert it properly.

Can you re-insert the problematic icons successfully?

Hello Pia and welcome to E-Learning Heroes :)

Thanks for letting us know that you are utilizing the latest update. 

Are you seeing exclamation points instead of the icons? I've seen this issue reported for users that are behind a firewall.

This article will usually assist with allowlist the appropriate sites needed. Perhaps your IT team will be able to assist if needed.

If that's not what you are seeing, a screenshot would be helpful. 

If that does describe your issue, and the instructions above do not correct it for you, please reach out to our support engineers here for further assistance.

Hello I am having a similar issue. 

When I click the icon button, it brings up the pop up window for the content library selection. No matter how often I click the dropdown for Icon, it doesn't show icons. It only shows the photo library and illustration library. The ONLY work around I have is literally to restart storyline each time I want to input an icon. Then it works fine. 

Oh no Stephanie!

Were you able to allowlist the sites as the article I shared above indicated?

If you are having general issues with your software, you may want to consider a repair.

Of course, if you've gone through that troubleshooting and still experiencing difficulty, please reach out to our support engineers here.

Welcome to E-Learning Heroes by the way :)

Yes I have white listed. It's not even that I get an error message or anything, the icon dropdown menu just wont appear when clicked! I will try a repair and if that doesn't work I will contact support. Thanks. 

Thanks Stephanie, if you reach out to support let us know and we can follow along in your case too!  

Just to follow up I've done a fresh install and this issue is still happening to me from time to time. The only way I can access the icon library is be restarting storyline. Should I report this as a bug?

You should certainly reach out to our support engineers here. They will get the issue reported if needed :)

Hey guys, just reporting that myself and my coworkers get the same issue- the icon library is accessible only until you insert a photo, after which you can no longer bring up the icon library without closing and re-opening your file.

Thanks Louisa for reaching out as well. I see that Stephanie reached out to our Support Team and Victor was first checking to confirm if she was on the latest update of Storyline 360 (Update 9). 

If you're also on the latest version and still running into trouble - can you reach out to our team as well? They'll check into a few more things. 

Yes, I have been able to confirm most of the information with the support team, and am waiting for my IT department to help me confirm the rest :) I'll post the result here either way

Hello,

I'm facing a similar bug. I first thought my file could have been corrupted but the problem is still here if I open a new file to do my test.

Fun fact: it's not every icon as you can see on my attached print screen. Did you find a reason?

(I have updated my 360 version but it's still the same)

Maybe they are not supported icons but it would be great to remove them from the library then.

Best regards

Hi Joyce,

Thanks for reaching out and letting us know that you're running into a similar issue with your icons.

Would you be able to share the search terms you were using as well as a screenshot of the icons you were hoping to insert (similar to the original post here)? I'd be happy to take a closer look.

Hi Leslie,

Yes, of course !

The search terms are in the name of the icons (all "wrong" and one "us" as a try).

Find some random icons I've tried attached for this answer (green = worked, red = didn't work) as I don't remember the ones I tried before.

Best regards,

Thanks, Joyce.

I was able to replicate the behavior with the specific icons you are running into an issue with as well.

I'll get this reported to my team to take a closer look.

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Thanks for raising this, and let us know if you have any feedback!