Content Library not loading.

I am having the same issue. When using Rise (online) I get several rows of thumbnails and then a few rows of warning triangles. If I click on a warning triangle the 'mystery' image imports. I can replicate the issue in the locally installed Storyline 360 except clicking on a warning triangle leads to a 'download failed' error. I ran diagnostics through the Articulate 360 Web App and found a clue under the LOGS > LATEST MESSAGES:  

[10:19:40] Download failed: https://pixabay.com/get/54e8dd474a50af14ea89877ecf29327c1322dfe05455734f752b7bd5.jpg; The remote server returned an error: (503) Server Unavailable.

There are dozens of entries for what appears to be several images over the course of just a few seconds. Our IT support desk has asked that connect with customer support. I stumbled upon this thread and figured I would update with my details first.

Hi Trevor,

Thanks for sharing this, and great call to open a case! I see my teammate, Amlan, has shared some resources to help with troubleshooting. 

Keep at it with him once you hear back from your security team, and we'll be on standby to help with any further help if needed!

I am not sure if people are still experiencing this issue.. i seem to have hit a roadblock on this. I cannot download any asset from the Content library... icons or photos or anything really...  i get the same exclamation mark all through...

Can someone guide me for this please.... 

I guess i started having this issue after the update as well... i have reverted back to previous version but still not able to access the library... :(

Glad that you were able to update and see all the resources you need, Deepa. I appreciate you popping back in and sharing :)

I'm having this issue as well. i just updated my version after having to revert to a version from December 2019 due to a separate issue. Any ideas on if there's a resolution for this yet?

Hi Faith and Rachel!

We're happy to help! First, can you make sure these domains are on your Allow List? 

Next, you'll need to be connected to the internet in order to use the Content Library. Can you confirm that you're connected to the internet?

Lastly, if you're still not seeing the Content Library assets then we'll bring in the help of our Support Engineers. You can connect with them here!

Hi Lauren, 

Thanks for your response. My company's IT department will not allow those domains due to security concerns. So i guess that's that. 

But for what it's worth,  I had access to the content  library when i worked remotely and my colleagues that are still working from home still have access to it. So i've concluded that its definitely an internet firewall issue.  My comment is for any users that are still struggling with this. 

Thanks again. 

I know Camtasia has figured out how to allow access to their content library from inside and outside the application as well as for documents store in the cloud.

I hope that this is an enhancement that Articulate is investigating.

Good morning! I am having this problem also. Earlier this week, I had no issues accessing photos or illustrations. Yesterday, I could only access photos. Today, I cannot access either type of asset. I have not downloaded any updates in quite some time, as back in January I could not get into any Articulate app while working remotely, and I was afraid it would happen again. I am on Version 1.37.21453.0. Please help!  

Hi Teresa and welcome to E-Learning Heroes :)

Thanks for reaching out and letting us know what you are experiencing. Ask your network admin to open port 443 and add the domains in this article to your organization's allowlist for your Articulate 360 apps to work properly.

It looks like your original issue with signing in was related to your firewall as well, so that should not be related to your ability to sign in and we've added lots of features and fixes since the update you are on.

Let me know if you have any questions. I'm happy to help!