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fraserwexport's avatar
fraserwexport
Community Member
11 days ago

Strange Login Error - help!

Hi community, I seem to be hitting a problem with my account which I can’t figure out. Earlier while using Storyline I was suddenly asked to login again. I clicked login, and was taken to the Arti...
Articulate 360
storyline 360
StevenBenassi's avatar
StevenBenassi
Staff
7 days ago

Hi fraserwexport​!

So sorry to hear you're stuck in a sign-in loop while accessing Storyline 360!

Allow me to address the troubleshooting steps for each setup, individually:

'Work Network' Machine:

First, I'd like to confirm that all network endpoints have been enabled. You may need help from your IT team on this! Please check if port 443 is open. If not, ask them to open port 443 and add the domains in this article to your organization's 'allowlist'.

Personal Machine:

Clearing the cache of the Articulate 360 desktop app can help with issues around app performance, or unexpected sign-in behavior. Here's how!:

  1. When investigating Storyline 360 issues, close Storyline 360 before clearing your cache.
  2. Open the Articulate 360 desktop app from your computer’s system tray (by the clock) or the icon on your desktop.
  3. Press the F12 key on your keyboard or click the drop-down arrow in the upper right corner of the desktop app and choose Diagnostics.
  4. When the diagnostics appear, click the Cache tab at the top of the window, then click Clear Cache at the bottom of the window.
  5. Click Yes to confirm your request.
  6. It may take a minute for the cache to clear. When it’s finished, you’ll see a system notification that the app data has been deleted from your computer. Click Done at the bottom of the desktop app to close the diagnostics

 

If you're still having trouble after those steps, please connect with our team through a support case. We're happy to continue troubleshooting with you!