Unable to sign in to Desktop App

Dec 14, 2023

Bec Nash
By Bec Nash

I am in a loop with the Articulate Desktop App trying to sign in.

I am trying to use Storyline 360 but am being prompted to sign in, the Articulate Desktop App opens and redirects to a browser - I sign in on the browser successfully - the Desktop App "reloads" but then shows the same "redirect to browser to sign in" message.

Repro steps:

  1. Open Storyline 360, prompted to log in to Articulate (see image 1-storyline-not-signed-in-prompt.png)
  2. Click [Sign In] on the prompt. Articulate Desktop App opens and redirects me to a browser to sign in. (see image 2-desktop-app-redirect.png)
  3. Log in on the browser successfully. (see image 3-browser-logged-in.png)
  4. The desktop app loads with an ellipsis (see image 4-desktop-app-loading.png) but then returns to the redirect message (see image 5-desktop-app-redirect.png)

I have uninstalled the Desktop App and reinstalled to get the latest version (running version 1.83.31444.0).

I have also looked at the diagnostics in the Desktop App but this is showing a green tick for User Authentication on the Status tab (see image 6-desktop-app-diagnostics.png) and no messages on the Logs (see image 7-desktop-app-messages.png).

Windows details:

Processor: Intel(R) Core(TM) i9-10885H CPU @ 2.40GHz 2.40 GHz

System type: 64-bit operating system, x64-based processor

Windows edition: Windows 11 Pro

Version: 22H2

OS build: 22621.2861

3 Replies
Jose Tansengco
4 months ago12/14/23 at 8:47 pm (UTC)

Hello Bec,

Happy to help!

It looks like Articulate 360 didn't install properly for you based on the screenshots that you shared. For your reference, there should be more items on the diagnostic screen than just 'User Authentication'. Here's what that same screen looks like for me: 

I recommend doing a fresh install of Articulate 360 so we can be sure that everything gets installed properly. Here's how: 

1) Close the Articulate 360 desktop app by right-clicking the Articulate icon in your computer's system tray (by the clock) and choosing "Quit."

2) Go to your Control Panel and uninstall all Articulate 360 apps, including the Articulate 360 desktop app, Peek 360, Replay 360, Storyline 360, and Studio 360.

3) Download and extract this zip file on your computer: https://articulate-360-kb.s3.amazonaws.com/360cleanup.zip

4) Right-click the 360cleanup.bat file and choose "Run as administrator." The script should only take a few seconds to remove all the Articulate files and registry keys from your computer.

5) Reboot your computer.

6) Download the latest Articulate 360 desktop app here: https://360.articulate.com/downloads

7) Right-click the articulate-360.exe file and choose "Run as administrator."

8) Launch the Articulate 360 desktop app and click "Install" beside each authoring app you want to install.

9) Reboot your computer and test your Articulate apps.

If the issue persists, open a case with our support team here for further assistance.

Sign In to Reply