Forum Discussion

NareshKarnam's avatar
NareshKarnam
Community Member
6 years ago

Articulate 360 Couldn't load issue

Hello everyone, Most of the users are facing error like articulate 360 login issue. articulate 360 giving "Couldn't load, there was a problem connecting to Articulate 360. Please check your intern...
storyline 360
DavidRichmond's avatar
DavidRichmond
Community Member
3 years ago

Having same problem still in 2023 happens frequently -- EXTREMELY frustrating to pay this much for software that you can't use because of this cloud nonsense.

I get not being able to update but not being able to run the software at all?? Thats BS, you guys should take a note from adobe CC they do this desktop phone home stuff but it actually works, and they wont block you from using Photoshop because you are on a plane or make you go through a support case in which some Level 1 tech in another country is going to first patronize you by telling you to check your firewall or "reset your internet."  I can clearly log into the website, but whatever cross cookie / session data you are looking for isn't making it over from the browser, and thats the core issue.  I fully expect this to take 48+ hours to resolve and I just want to use the damn software I paid a TON of money for.  I can obviously log into articulate.com but your desktop app auth token (however that works) is the problem.


As Director of IT for a large company and an articulate user for over 10 years, this cloud migration and sunsetting of storyline 3 has really started to turn me off to articulate as a company.


-Community update

I got an email from support telling me to try another network, uninstall reinstall, run a cleaner .bat file, and of course I did all that and still no go, it has me starting to wonder if I get credits for when I am unable to use cloud based software due to errors connecting to your system.  I mean that seems fair right?  I just can't rely on storyline 360 I dont get to work when i want to, I get to work whenever I'm lucky enough to not have this problem which this is now the 2nd time since May (its June)  My valuable feedback is that the adobe has you connect 1/month for their suite but its all transparent in the background i dont have to login to adobe.com -- you guys should adopt their seamless solutions.

-Community update II 48 hours in
if you are loading the desktop app for 360 press F12 to get the diagnostics screen then you can export logs and view auth status.  Funny enough it says im authenticated, but still cant run articulate, submitted logs to a tech who was very offended by the word BS, and told me not to be mean, sigh....

-Community update III 48 hours in.

Delete APICACHE folder
check date/time accuracy
dont use VPN
reset your password to the website and try again (they aren't sure why that worked once before)
however none of these worked for me.
 
-Community update IV 48 hours in.
After a call with Ashley and Gerald from support here is what finally solved my issue:
Go to default apps, and chose Google Chrome for default browser
Clear Cache - all time
Delete apicache folder under local app data
ran 360 and the sign in worked.  I was using firefox but they told me it was an apicache corruption error and the fix was just changing browsers however i had already cleared cache and deleted apicache already previously
 
Hope this helps some poor slob just trying to use the software they paid for, now Ill be starting on my project 2 days after my deadline :(