Forum Discussion

JenniferSchroed's avatar
JenniferSchroed
Community Member
2 years ago

Why don't I have access to some characters in the Storyline media library?

Hi,

I purchased an individual Articulate 360 license last week and I'm revising a module I created earlier, while I was on a trial license. I would like to add a couple of characters from the Storyline media library, but many of them have lock icons on their thumbnails. 

Now that I have a regular, paid-for license, should I be able to access these characters, or do I have to re-create the whole module with a paid license (I really hope this is not the case)?

Many thanks,

Jennifer

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

    Hi Jennifer,

    Thanks for reaching out! You should be able to access all the Content Library characters with your paid subscription and edit your old course to add the characters. I'm happy to help troubleshoot, and we can start with the steps below:

    1. Sign out from https://360.articulate.com/ on all computers and browsers where you are previously logged in.
    2. Clear your browser cache, then log in again to https://360.articulate.com/ using the same email.
    3. After successfully logging in to the site, please go to the Articulate 360 desktop app from your taskbar. Log out of the desktop app, then log in again.
    4. Reboot your computer and open Storyline 360 to see if you can add the Content Library characters.

    Let me know how it goes, and I'll be more than happy to assist further.

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