Template downloading issues anyone?

Hey, I'm trying to download a template (any template!) from Storyline 360 content library and I just get a 'downloading template' box that says 'syncing velocity'. It does this for about 20 minutes then crashes! I've checked our download speed and it's more than fast enough. I don't have any problems other than with this. Any clues?

13 Replies
Emily Ruby

Hi Rachael,

I was just able to add in a few of the Velocity templates without any issues. Do you have a subscription, or are you using the trial version?

We may need to take a deeper look at your system setup if You continue to have issues with this. Could you submit a support case with our team?

Thanks

Ashley Terwilliger

Hi Sabrina, 

I know a few folks have run into it - and enabling the network endpoints and ports here has often resolved it. I also saw your case that your IT team identified an issue with the Amazon web service, and we also saw that issue which we share updates on using the www.articulatestatus.com page. You can even subscribe to updates. 

Peacock Learning

Thanks very much. I just don't understand how I actually go about whitelisting. I've read that that's probably my issue, but can't seem to find out online how I'd go about doing that on a windows 10 laptop. I'm not in a network just now, and don't have an IT department - working at home (even though I do have a good connection). Any ideas? Cheers

Alyssa Gomez

Hi there, Peacock Learning!

Since you're not on a company network, I would recommend reaching out to our Support Engineers if you're still having trouble. They'll want to collect diagnostic logs from you (don't worry--they'll tell you exactly how to access those 😁). 

Click here to open a case, and be sure to let me know your case number so I can follow along!

Mary Goble Thomas

We are also having this issue, and we gave our IT department the document about whitelisting the network endpoints and ports, but they replied that they can't even get to the 3rd one on the list (articulateusercontent.com). I have opened a case but not heard anything back. Is there a temporary problem with that domain, or is it no longer used at all?