Forum Discussion
Articulate 360 / Storyline 360 serious issues
Hello,
This week I have been having major issues with Articulate 360 / Storyline 360. Our IT department has spent hours fixing it, it works for a few hours, then it crashes out again. Multiple issues. We do have a subscription. I am unable to open Storyline at some points, then am unable to publish my work. It will show up an error asking me to log in when I am already logged in. I have tried Chrome and Edge with the same results. We have done the port 443 thing. At the moment, I cannot publish, and all of the desktop apps are not showing in my widget. Again, just 1 hour ago everything was working fine. We have uninstalled and reinstalled. Nothing is helping.
21 Replies
Hi ELTE,
Thanks so much for reaching out, and I'm sorry to hear you've had trouble accessing the desktop app!
I see you've submitted a support case, which we've escalated to our Support Engineers to review. In the meantime, can you please confirm that you're using the most up-to-date version of Storyline? We released Build 3.98.34222.0 yesterday. Next, I'm also curious if you've tried signing in using incognito or private mode and if the no subscription message persists.
I'll add these troubleshooting steps to your case so the team knows what's been recommended already. They'll be in touch soon via email to continue troubleshooting!
I don't use incognito mode; this is a work machine. We went through this entire list and nothing. https://access.articulate.com/support/article/How-to-Solve-an-Error-Installing-Updating-or-Uninstalling-Articulate-360-Apps. Here are the current messages as well. I have not gotten a no account message in a couple hours.
Hello ELTE,
I'm happy to chime in! I understand how critical this issue is to you and your stakeholders, and I appreciate the troubleshooting you've already tried.
One of our Customer Support Engineers will pick up your case shortly. In the meantime, I recommend the steps in this article below to remove all Articulate 360 files and registry keys from your computer so we can start completely fresh.
Then, please let us know if the issue has been fixed. We want to ensure that you are up and running as quickly as possible.
I have been having ALL of these same issues since updating yesterday. Additionally I keep getting Port Errors when there were no changes from the previous day, prior to the update. I've sent logs, status information to support and have no resolution. I've uninstalled, reinstalled, used the batch cleaner, opened up all my firewalls and no changes. Add additional firewall rules to allow Articulate through but nothing.
I finally got it working once a few minute ago, rebooted my computer and now it's doing it all again.
I even reinstalled Windows on my PC to ensure it wasn't a problem on my end. It didn't work and still getting all the same errors as yesterday.
Getting this error again: Port 443. I've allowed all apps and programs to access 443.
Hi SarahHanisko-0f,
I'm so sorry to hear that you've had trouble accessing the desktop app as well.
Thank you for sharing a screenshot with us! I see that you're working with our colleague Ian within your support case. I'll be sure to share your screenshot with him. You're in excellent hands!
We'll continue the conversation over in your case.
Have a great start to your day!
Lost my desktop apps again this morning, nothing is working again. Please can support reach out ASAP?
I’m curious to know if this started happening for you after the update? I’m still having all the same issues this morning.
Hi SarahHanisko-0f as of this morning I was hopeful it was fixed. But I opened up the desktop app and it told me, once again, that it could open port.
I have been having ALL of these same issues since updating yesterday. Additionally I keep getting Port Errors when there were no changes from the previous day, prior to the update. I've sent logs, status information to support and have no resolution. I've uninstalled, reinstalled, used the batch cleaner, opened up all my firewalls and no changes. Add additional firewall rules to allow Articulate through but nothing.
I finally got it working once a few minute ago, rebooted my computer and now it's doing it all again.
Fresh reinstall this morning and still can't access anything after the update. I had no response to my inquiries on the ticket yesterday. I have projects due for our compliance programs and need a resolution to this, even if it's just a "we're working on it."
Thank you for keeping us updated ELTE and SarahHanisko-0f. We've shared your experience with our Engineering team, and they are currently investigating this issue since it seems to be impacting multiple users and reoccurring. As of now, we will continue troubleshooting with you in your support cases, but we'll update this thread when we have a resolution to share with all.
If other users are experiencing trouble with accessing Articulate products, please reach out to us in a support case so that we can escalate to the appropriate team.
Update: yesterday after an hour of troubleshooting with a tech we discovered there are no issues on WiFi (which I never use because of living in a remote location and hard line is much faster) but when my hard line is plugged in it stops working. This was never an issue before the most recent update. I’ve had the same setup since getting my PC two years ago.
Thank you for sharing this update, SarahHanisko-0f! We are aware that we introduced this issue in a recent update. I'll share more as we continue troubleshooting this issue internally.
