Forum Discussion
Content Library issue
Hi,
It seems that I am unable to access and use the Content Library. When trying to choose an item the following info pops up:
"The template download did not complete successfully. Please check your connection to Articulate360 and try again."
Obviously, I am logged in and connected, I've also installed the recent updates.
Any ideas what may the solution to this problem be?
Hi Dawid!
Thanks for reaching out!
We are currently tracking a known issue where users are experiencing errors when trying to insert content library videos into their Storyline 360 projects.
We are working with our video providers to troubleshoot the issue and hope to have it resolved shortly! Thank you for your patience!
Hi Dawid!
I just wanted to pop in and share that we are no longer seeing the outage that caused errors when trying to insert content library videos into Storyline 360 projects!
We appreciate your patience while we worked through this issue!
You can subscribe to updates as well at articulatestatus.com
Hi Steven,
I've just tried it and sadly there are no changes on my side.
Is there anything I should do?
Hi David,
Thanks for following up! I'm happy to jump in here! Would you be able to check in with your IT department to see if they have port 443 open and if our domains are on your organization's allowlist? Here is an article highlighting those domains.
I hope this helps
Hi John,
I forwarded all info to my IT dept and they returned with a question:
"We will also need to know from where the connection are made from and to what specific domain/IP?".
Could you please provide any details on that?
Hi Dawid,
Thanks for the reply! I see you've opened a support case and are working with Mick. You are in good hands! If you have any questions about the case, please respond within the case via email.
Hi,
I haven't heard from Mick yet but I'll be waiting for an e-mail then.
Hi Dawid!
I'd be happy to offer some insight here! Looking at your support case, it appears a colleague from your organization opened the support ticket on your behalf.
I went ahead and added a note to your case letting our support engineers know to include you as well in the e-mail correspondence!
Please let me know if you have any more questions!
Hi John,
I'm having the same issue as Dawid. Do I also need to put in ticket?
Hi Pamela!
Sorry to hear you are also experiencing this snag with accessing the Content Library in Storyline 360. I'd be happy to help!
I just had a clarifying question first:
- Have you already consulted with your IT department to see if they have port 443 open and if our domains are on your organization's allowlist? Here is an article highlighting those domains.
Looking forward to hearing from you!
Hi Steven,
I am my own IT department, which isn't a good thing but there it is. I have no idea how to go about this at all. I used Articulate before under someone elses license, but that has expired so I purchased my own. It's not going to do me any good if I can't access the content library. I looked at the articule but it went way over my head. Not sure what to do from here.
Oh, I also use a VPN as I am currently out of the country. Would that have some affect on my ability to access the library?
Hi Pamela,
Great question! I understand that you'd like to know if your VPN could have an effect on your ability to access the content library. I'd be happy to jump in here!
Using a VPN could cause the issue you are experiencing. The first troubleshooting step I would take is to disconnect your VPN and see if that solves the issue.
If the issue persists after disconnecting your VPN, please get in touch with our support engineers by opening a support case.
Thanks for reaching out!
