Forum Discussion
Articulate 360 Desktop Launcher - Stuck in a loop
Hi all,
Has anyone encountered the scenario of launching the Articulate 360 desktop launcher and run into the following loop:
- Launcher opens with message that you're being redirected to your web browser to sign in.
- Web browser opens with a message to click a button to sign in/login.
- Click button.
- Desktop launcher shows the loading dots before displaying "You're being redirected to web browser to sign in".
- Nothing has changed in the web browser. Either click "Start over" in the launcher, or "Open Articulate 360" in the browser.
- If "Start over" is selected in the launcher, repeat from step 2. If "open Articulate 360" in the browser is selected, nothing happens.
Bear in mind I am already working in Storyline 360 at this point, I can (as is obvious) log in to the elearning Heroes site, and I can navigate in my browser to the Articulate website (either typing URL or using a bookmark) and access Rise, Review as normal.
The reason I wanted to open the launcher is to be able to check the other desktop software available but, due to the above loop I am unable to do so.
Is this something that is likely going to require me to uninstall/reinstall the software?
Kind regards,
Sam
Hi,
This issue has been resolved through a support ticket.
Kind regards,
Sam
8 Replies
Hi,
This issue has been resolved through a support ticket.
Kind regards,
Sam
It sounds like you've already worked through the usual fixes (reinstalling and changing the default browser), so opening a support case was probably the right next step.
One other thing that might be worth checking is whether a security tool, VPN, proxy, or browser extension is interfering with the authentication handoff between the browser and the desktop app. I've seen similar sign-in loops with other software when the custom URL redirect back to the application gets blocked.
Hopefully support can identify what's breaking the redirect on your laptop since the web-based Articulate services themselves seem to be working normally.
Hi Kindevil,
That was my thinking so I did include a detail relating to the anti-virus being used on the device. Would not be the first time it's interfered with software.
Anyways, I have managed to resolve the issue following steps from the support ticket, but I do appreciate you chipping in.
Kind regards,
Sam
Hi SamBarnard-98a4,
Sorry to hear that you're caught in a sign-in loop when accessing the Articulate 360 desktop app.
As a troubleshooting step, please try temporarily changing your default browser. Open a different browser from the default one, then set it as the new default. For your reference, this Microsoft guide outlines the steps:
If you're already using Microsoft Edge, try switching to Google Chrome or Firefox. After signing in to the desktop app via the new browser, you can change it back to your preferred browser.
However, if that doesn't do the trick, please connect with our team through a support case. We're happy to continue working with you on this!
Hi Steven,
I've opened a support case with more details.
I did try changing the default browser from Chrome to Edge and FireFox without any success.
I also tried uninstall > restart > Install of the desktop app with no luck.
For whatever reason, the desktop client has suddenly become broken on my laptop and refuses to work.
As feedback on this process: Is it possible this login process is streamlined and done through the desktop app without having to open a browser, login and redirect back to the app? Other software that use a desktop app/launcher for their programs do it seamlessly within the app without needing to open a browser.
Kind regards,
Sam
Hello SamBarnard-98a4,
I see that you're working with my colleagues Cleober and Chinmay within your support case. You're in excellent hands! We'll continue the conversation over there, so everything is in one spot!
When I had a similar problem, the Articulate team directed me to uninstall/reinstall and that solved it. You can try rebooting, of course, but you may still need to uninstall/reinstall the software.
See https://www.articulatesupport.com/article/Articulate-360-Installing-Updating-and-Managing-the-Articulate-360-Desktop-App for guidance on this process.
Hi,
Thanks for the suggestion, unfortunately I've had no success with that.
Kind regards,
Sam.
