Forum Discussion

JosephMacri's avatar
JosephMacri
Community Member
2 years ago

Video Download Failed

I am trying to insert a video from the content library and keep getting an error message that says:

The selected videos were not downloaded successfully. Please check your connection to Articulate 360 and try again.

storyline 360
  • KellyAuner's avatar
    KellyAuner
    Staff
    2 years ago

    Hi Joseph,

    Thanks for reaching out!

    I'm sorry to hear that you're receiving this error message when trying to insert a video from the Content Library. Please 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.

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

  • GregBorchers's avatar
    GregBorchers
    Community Member
    2 years ago

    I recently have found this issue as well. Here's the strange thing. I can't download videos from the content library into my in-process module, but I can download other media types to it such as images or icons, and if I open a NEW module I'm able to download the videos into a slide that do not work in the presentation I'm working on. 

    My previous fix was to copy all of my content from the presentation into a "new" module, which worked for a while, allowing me to download videos again, and is now giving me the issue again. Any ideas? 

    Thanks! 

    • StevenBenassi's avatar
      StevenBenassi
      Staff
      2 years ago

      Hi Greg!

      Thanks for providing feedback on the troubleshooting steps you've already implemented. Sorry to hear you've encountered this snag as well, but I'd be happy to help!

      I just had a couple of follow-up questions first:

      • Are you experiencing this issue in all versions of Storyline 360 or just a specific one?
      • Echoing what Kelly mentioned earlier, have you requested a network admin to open port 443 and add the domains in this article to your organization's allowlist for the Articulate 360 apps?

      Looking forward to hearing from you!

  • JustinCunningha's avatar
    JustinCunningha
    Community Member
    2 years ago

    I'm having the same issue as well with Inserting videos from the content library.

    In my case I can insert images from the content library no problem.

    Previewing the video works but when I click Insert button it gives me the same error.

    I'm a student using my Windows 11 laptop and no custom firewall settings or hosts file mappings.

    Storyline 360 is up to date.

    I can get to the images in the content library no problem and I'm assuming that's connecting over port 443 so I don't see the point in opening a bunch of firewall rules customized for services working connecting to articulate and many of the other sites mentioned in your article like unsplash.it i have no problem connecting to these other sites.

    I didn't see anything from Storyline 360 in Event Viewer.

    Do I have to try uninstalling and reinstalling to fix this?  Any other suggestions?  Thanks

     

  • KellyAuner's avatar
    KellyAuner
    Staff
    2 years ago

    Hi Justin,

    Thanks for reaching out!

    I'm sorry to hear you've hit this snag! We experienced an outage earlier where users were receiving a "Download Failed" error message when attempting to download videos from the Content Library. This issue has seen been resolved and we're continuing to monitor it closely.

    If you're still experiencing this issue, please let us know in a support case so we can troubleshoot further! To stay up to date on maintenance or incidents, you can visit our Articulate Status page and subscribe for updates.

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