Forum Discussion
Can't Open Storyline – Stuck in a Loop of Sign-ins and Launch Pad Redirects
For about a week now I’ve been stuck in an incredibly frustrating loop trying to open Storyline 360.
Here’s what happens:
- I open Storyline.
- It tells me to Sign In – even though I’m already signed in.
- The Articulate 360 Launch Pad pops up (the one with all the apps).
- I’m prompted to go to my web browser and "Start Over".
- After clicking that (several times!), I get a page that says:
- “Click Open Articulate 360 on the dialog shown by your browser. If you don't see a dialog, click Open Articulate 360 below.”
- Clicking that just takes me back to the launch pad, and the whole loop starts again.
I’ve tried:
- Clearing my browser cookies and cache
- Signing out and back in
- Restarting my laptop (which once got it working)
But none of these are sustainable solutions. I don’t have this issue with other software like Adobe or Microsoft 365 – they remember my login and just open.
This is seriously disruptive to my workflow, and I’m starting to wonder how much time (and money) this has cost me just trying to get the software to open.
Has anyone experienced this?
Any ideas on a fix? Or is there a permanent workaround?
Thanks in advance,
Paul
7 Replies
Sorry to about your frustrations. My guess is submitting a case to support could solve this rather quickly.
Hi paulmtilley!
Sorry to hear that you're struggling to log into the Articulate 360 desktop app!
Since the sign in process is browser based, there are some additional troubleshooting steps we can try:
- Connect with your network administrator, to ensure that the Articulate 360 Desktop App can successfully connect to the endpoints necessary for authenticating the sign in process. Our Network Endpoints article can be shared with them, so they know which domains to include on your organization's 'allow list'.
- Try changing your default browser to a different one, to see if that improves the issue.
- Ensure that you have all available browser, and operating system updates installed.
However, if you're still having trouble after those steps, please connect with our team privately through a support case.
They'd be happy to continue working with you!
Hi! I have the same problem, did your matter get fixed?
Hi yes, have been struggling with the sign-in issue for over three weeks now. I was told by Articulate support to contact our system admin for the network issue.
I think my issue just got solved by contacting Articulate support, I tried this from their instructions:
- Browse to the folder path below. Be sure to enable the viewing of hidden files and folders(View > Show > Hidden Items in Windows Explorer).
C:\Users\<your Windows login name>\AppData\Local\Articulate\360\ - Delete the "ApiCache" folder in the 360 folder.
- Please confirm if the "Users" folder was set to hidden.
- After deleting the ApiCache folder, do the following:
Close the Articulate 360 Desktop app. Open the Windows Task Manager and close "Articulate 360 Desktop Service" in Background processes and "Articulate 360 Desktop app" if it still appears in the Task Manager list. - Relaunch the Articulate 360 Desktop app and try to sign in.
Hi RichardAhlstrm,
I'm so glad to hear this has been resolved!
Please let us know if you need help with anything else.
- Browse to the folder path below. Be sure to enable the viewing of hidden files and folders(View > Show > Hidden Items in Windows Explorer).
Hi, FathimaHarappan!
It looks like my teammate, Luiza, suggested you ask your network admin to open port 443, and add the domains in this article to your organization's allowlist. Were you and your team able to try this out? We're happy to continue troubleshooting, or move forward with a screen meet as Luiza offered, to get this resolved!
