Content Library not loading.

I have submitted a case in frustration....I hope I can get a resolution soon :)  

I love this forum, so helpful, but I think I need extra help and an extra large coffee now.

Hi. This seems to be a similar issue to the one I'm having. Yesterday morning (before the new Triggers update) everything in Storyline 360 was working fine. I was able to view & download content from the library.

After I'd completed the Triggers update & restarted my laptop (just in case), I'm now not able to view anything in Content Library (see 1st attachment), and when I try to download a photo without knowing what it is, I get a pop up (see 2nd attachment).

I raised a support case yesterday (02019118), and was advised to get my IT Department to check port 443 & all the endpoint websites again. It would be good if any updates could advise of this requirement, as other recent updates have worked without the need for this to happen.

I have raised a request with my IT Department, and am now waiting for them to check the things I've been advised to check. 

Is there any way of regressing my version of Storyline 360 to the one prior to the Triggers update yesterday please, so that I can continue to work on my project?

Cheers

Several people from my organization are having the same issue. We cannot access anything from the content tab within Storyline 360. This is after the update yesterday as well. 

When I run the diagnostics, this is what I get:

[11:58:29] Sync failed: ; Parameter is not valid. (I cannot sync Articulate 360)

This is from the content tab:

[11:49:05] Download failed: https://static.thenounproject.com/png/36020-200.png; The remote name could not be resolved: 'static.thenounproject.com'

Hi Vicki,

I've asked some of our Senior Support Engineers to take a look at your case as there isn't a new network endpoint or port added in the latest release, and testing in our own environments hasn't yielded any similar results. Keep an eye out for that next email as they'll have additional questions and directions for next steps!

Malcolm,

The steps to roll back to an earlier update are available here (Install section). Let us know if that helps or you're still running into trouble! 

Eric, I'll open a new Support case for our team to take a look at the error diagnostics you've got! That'll help us get to the bottom of this!  

Thanks so much Ashley - I have received a couple of emails this morning.  I have rolled back to the September update and this will see me right in the interim.  

Really loving the look of the new trigger functionality - can't wait to get stuck in and try it out!

I am having the same issues as well. I have followed the steps to revert it back to the old update which was the September update and everything is working now. I hope this gets fixed quick cause I would really like to try out the new trigger feature. :)

Hi Ashley.

Thanks for the reply, appreciated. I've rolled back my version to the September one & the Content Library is now working for me.

Cheers Mal

I'm having the same problem. It was fine until I did the update yesterday now Photos, Illustrations and Icons will not work. A co-worker who did not complete the upgrade yet is not experiencing the same problem. I will see if I can revert to the old one (but my IT department may not permit me to do that). I hope Articulate doesn't ignore this issue and gets it resolved quickly. This is a huge inconvenience!

The problem reoccurs after 2 years, the Articulate development team should really take care of that and that should not be repeated.

Hi all,

Thanks for reaching out here, and I'm sorry for the trouble you've run into.

Our team has identified the issue in Update 33 and it's related to particular proxy settings for some of our users. Since our team isn't behind any similar proxy settings, it didn't pop up in any of our testing, but was identified through working with customers to view their diagnostic logs.

We've got a fix in place and we're running through our final sanity checks, but should have some news for you next week. We'll share here as soon as we're ready! 

The original issue in this discussion was around users who were connecting through a VPN, which can still cause issues with how Articulate 360 accesses the Content Library assets.