Template downloading issues anyone?

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

I have the same issue.  Error received:  Download Failed. The template download did not complete successfully.  Please check your connection to Articulate 360 and try again.  

I'll open a help ticket.  Just letting you know that others are likely having the same issue.

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. 

I'm also getting this issue. I'm not within a network and have tried two different internet connections, both strong.

How do I go about whitelisting endpoints? I can't seem to find much information online about this. 

Hi Mhairi

here is an article about whitelisting and here is a website for checking the status of articulate sites

There was an issue a few days ago with CL but that was resolved.

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

Hi Peacock Learning

I'm not a Network User either and I've never had to whitelist websites.  Which browser do you use?

Chrome. Never thought it could be a browser issue - 360 is a standalone program?

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!

I'm having this problem now too. Have no idea how to whitelist in Windows 10?

Hi Lucia,

Thanks for reaching out, and good call to open a case! I see you were able to download the template and my teammate, Shiela, was able to give some insight into why that happened.

Let us know if you run into this issue again!

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?

Hi Mary,

I see you've been in touch with Jose since you posted here and that you've looped in your IT team. Looks like we're getting to the bottom of it, so I'll leave you in their good hands!